TO BE A household name is the bold ambition of YOU. The charity hopes to be as well known as a trustworthy brand such as Google or Virgin, by providing services to every local authority in Britain by 2020. YOU began life as Portsmouth Housing Trust in 1985, but by 2001 had spread its influence outside the city. Five years later it had contracts across Dorset and Hampshire, for services for the homeless and victims of domestic violence. Last year, the charity helped more than 10,000 people. Following a trip to the KaosPilots "school for business imagination" in Denmark, Nicki Youern, YOU's chief executive, asked managers for ideas on how to improve customer service and the results were then passed on to staff. Two-thirds of workers read Youern's intranet blog and she invites staff for tea and cakes when they reach five-year milestones with the charity. A bake-off earlier this year brought together all of YOU's Dorset staff with the young people they help. Cakes were judged by local residents and the mayor of Weymouth. Staff feel that people in their team go out of their way to help each other (81% positive, in the top 10 among mid-sized organisations). The nature of YOU's work can be very stressful, so the charity signed up to an employee assistance programme that offers 24-7 phone counselling and, if needed, face-to-face sessions. Staff are not exhausted by their work (52% positive, in eighth place). Managers are regarded as excellent role models (74%, third) and staff say intimidation is not used here (77%). Departments and teams work well together (60%) and everyone is treated fairly (71%). All four are top 10 scores. www.lifeyouwant.org.uk
