Our people

Our people are key to our success. On the first year of our 2025–28 strategy, we will review the support and development we provide to our staff to make the most of the skills and expertise that they bring to our organisation. Talent management, succession planning, learning and development, and training needs (including leadership, management, practical and technical skills) will be specifically aligned to our strategic objectives.

With the launch of CaseHub, we will ensure that our people are supported with the practical and technical challenges of adopting a new system whilst simultaneously reshaping our teams to meet the requirements for ongoing system development and support.

As our Claims Evolution Programme moves into the next phase, we will ensure that we support our teams with the highest quality technical training and equip them with the tools and processes to deliver its objectives. We will ensure that our managers are developed and supported to lead their teams whilst being empowered to respond in a timely and compassionate way to people issues, with streamlined clear policies, training and guidance.

A review of all our functions will ensure that they are right-sized for the delivery of our services and operating efficiently.

Overview of our resource and full time equivalent (FTE) for 2025/26

Figure 1: : Overview of our resource and full-time equivalent (FTE) for 2025/26⁵

⁵ The pay and non-pay figures have been rounded up to one decimal place. There is also additional Practitioner Performance Advice income of £1m, offsetting associated expenditure, giving an overall envelope of £79.0m.