Client charter

We like to be clear and upfront in how we work – and how we won’t work.

Our Client Charter sets this out.

What we won’t do:

  • Say to you, “You need our product now! By the way, what is it you are trying to do?”
  • Hand over the deliverables and walk away – after all, implementation is your problem.
  • Ignore or side-step assessment and evaluation of the programme itself, the business impact or our performance on your project.
  • Fail to observe the political situation and the needs of varied stakeholders leaving you with a problem to manage.
  • Introduce you to the ‘A’ Team and then, after you’ve signed, put the ‘B’ Team on your project.
  • Sell you hopes and dreams, take your money – and move on.

What we will do:

  • Create a clear, common and communicable project charter and consequential business impact. We will buy in to the outcomes and you have a strong message with which to engage the stakeholders in your business.
  • Define a methodology for the project that is respectful of your time and the time of those who are involved.
  • Manage the project to time and budget with the necessary documentation for you to be able to keep your side of the project on track and for you to be able to provide updates to the business, keeping them in the picture.
  • Keep other parts of the business (e.g. IT, Marketing Communications, Sales) on side and work collaboratively to ensure that the deliverables will find acceptance in the business and within its infrastructure and constraints.
  • Stay with you through this project to its implementation and evaluation.
  • Bring the right skills for the job, not just those we employ.
  • Ask you to work with us again, be a reference for us and to build a long-term business relationship.

But don’t take our word for it, hear what our customers say.

View our clients



  • Head Light went beyond being consultants; they adopted a co-creation approach, working closely with us as part of our internal team.

    Heidi Lewis, UCAS

  • We value customer service and responsiveness as well as innovation and agility – and we found this reflected in Head Light’s way of working.

    Jenny Barnes, Meeting Zone

  • Head Light challenged our thinking and helped us explore what we really wanted from our programme.

    Annette Cairns, Ramsay Health Care

  • We know that Talent Successor® has the capability of not only being customisable for us and the way we choose to work today, but also to change with us as our business grows.

    Jo Griffiths, Patterson Medical

  • Working with Head Light is easy and the support has been good.

    Jessica Cowper, Ovo Energy

  • Head Light takes the time to understand us

    Sue Scouler-Davison, Travis Perkins

  • We know we have made the right choice.

    Clare Hannah, DB Cargo

  • Working with Head Light is a really positive experience.

    Alison Sercombe, Thames Valley Police

  • Head Light has helped us take this important step in the adoption of talent management practices.

    Clair Clarke, Trapeze Group UK

  • The levels of support and flexibility we have enjoyed are second to none.

    Lesley Pritchard, Hertfordshire Constabulary

  • Working with Head Light’s business psychologists gave us a great sounding board to check out our ideas and provided a different perspective to our thinking.

    Peter Dawes, Horsham District Council