Introduction The Stannah Group is one of world’s major stairlift manufacturers and the UK’s largest independent lift manufacturer. With over 150 years’ experience, Stannah is still a family-owned company that is proud to be British. Since the first stairlift was launched in the UK in 1976, our products have improved the lives of over 500,000 people around the globe. Stannah distribute stairlifts in over 40 countries worldwide and has subsidiaries in the USA, Italy, Holland, France, Belgium, Republic of Ireland, Norway, Slovakia, Poland and Czech Republic. Stannah Stairlifts strives to meet the needs of the market by blending innovative Stannah engineering, high quality materials and stylish modern designs to produce stairlifts that are easy to use and fit beautifully in the home. Stannah have stairlifts to suit everyone, for indoor and outdoor use, straight, curved or spiral staircases. From the classic to the contemporary designs of the new generation of stairlifts, Stannah endeavour to provide products that enable people to experience a real difference in their lives. Stannah headquarters, manufacturing and worldwide distribution operations are based in Andover, Hampshire, UK and further manufacturing is based in Newburn, Tyne and Wear, UK and Brno, Czech Republic. Stannah Stairlifts prides itself on the fact it combines state-of-the-art Stannah engineering with market-leading technology to build stairlifts that are quick and easy to install and maintain, reliable and, above all, safe. All Stannah stairlifts conform to the relevant safety standards from the following organisations. B.S.I – British Standards Institute C.S.A – Canadian Standards Association TUV – Technischer Uberwachungs Verein

Stannah Subsidiaries and Distributors

Stannah Stannah Subsidiaries Distributors Belgium Argentina Israel Czech Republic Australia Japan France Austria Malta Holland Brazil Mexico Italy Channel Islands N. Ireland Norway Chile New Zealand Poland China Portugal Republic of Ireland Colombia Russia Slovakia Curacao Singapore USA Cyprus Spain Czech Republic Sweden Denmark Switzerland

Finland Taiwan Germany Thailand Greece Turkey Hong Kong UK Hungary West Indies

Testimonials 13.07.2009 To whom it may concern, We have been in the stairlifts and accessibility business since 2006. We are working with Stannah since our first day in this business and, during this time, they have provided our business with excellent support. Being an exclusive Stannah distributor, we feel proud to be a member of a big family. Stannah is certainly the one of the major players in stairlifts business, if not the most important one. From customer service to marketing support, we feel that we work with the experts in their field every single day. Apart from having the most reliable product in the market, we also feel we have a partner we can always rely on. And with all that support we receive from Stannah and self-confidence we have as a distributor, for us it was easy to become a key player in our market in such a short time. Yours sincerely, Ergin Dag & Erol Turkoglu Erimas Insaat Mimarlik ve Asansor Sistemleri Tic.Ltd. Sti

10.08.2009 To whom it may concern Ta’amal Mizra is the exclusive distribitor of Stannah in Israel since 1993 and we greatly appreciate the joint work with them throughout the years. Being a representative of Stannah in our country allows us to sell and install stairflifts with confidence knowing who to turn to at each stage from the price offer, through the installation stage and including maintenance. We always feel that we work with an established firm with world-leading product and service in their area. The cooperation and support given by Mrs Maria Williams – Customer Service Manager – with all her customer support team, Mr Nigel Dickinson – International Business Development Manager and all the rest of the team in the other departments is productive, readily available and professional. It’s a pleasure to sell a quality product from a good and reliable company. Yours faithfully, Moshe Revach

TA'AMAL MIZRA - ELECTRA

To whom it may concern

Lifts Services Ltd has been successfully representing Stannah in Malta since 1984.

With more than 1200 Stannah stairlift installations, we are proud to be the leading suppliers of stair lifts on the Maltese Islands.

Stannah have always given us their full support and with their reputation for safety, reliability and innovation we feel that we have a partner we can always rely on.

We find selling Stannah stairlifts quite easy and straightforward as full training of our sales and technical staff is ongoing.

Stannah have a stairlift to suit every eventuality, for indoor or outside use, straight, curved or spiral staircases. With a broad range of colour choices and additional features, a Stannah stair lift can really be tailored to meet all our client’s requirements.

It is little wonder that Stannah is the world's most chosen stair lift.

Yours Faithfully, Louise Borg Lift Services Ltd Malta

Being a Stannah Distributor Stannah Stairlifts Limited currently exports to over 40 countries around the world. We are represented by a dedicated Distributor or Subsidiary in each territory and we are always willing to consider new possibilities. In our distributors we look for many things including: Electromechanical knowledge Ability to send technicians to the UK for training and product updates Empathy with the end user – business to consumer Marketing skills (especially for private markets) Strong, focused sales team Warehousing facilities to receive and stock units as appropriate A dedicated area to work and/or prepare units Installation vans Able to communicate in English or have a person that can

communicate with us Experience of consumer advertising To have the ability to import goods High speed internet connection Computer systems back up and safe storage of data A minimum specification for hardware: a dual core and 2gig of memory

with between 250GB – 320GB hard drive

In return, Stannah offers a comprehensive package and support covering: In house technical training to install and maintain our products to a high

standard of safety Dedicated customer service team to assist on a day-to-day basis with

operational and administrative issues Customized sales training for sales advisors and the telesales team Visits from a relationship manager to assist and advise on marketing

and related issues Sales and Marketing Tools Technical assistance and backup

Training An example of a course plan for Servicing, Repair and Fault Finding of AC and DC model stairlifts Aim: To introduce the new engineer to the servicing, repair and

fault finding for AC and DC model stairlifts Objectives: By the end of the course the engineer will have: Covered the servicing and repair of the 225, 229, 230, 240, 300, 310,

320, 400, 420, 250, 260 stairlifts as per the relevant STM’s and PSM’s Carried out basic fault finding on the AC and DC model stairlifts

Duration: 4 ½ days Timing: 09.00 – 16.30 (09.00 – 13.00 Friday) Location: Stannah Training Room (Andover/Sheffield) No. of students: 1 – 4 Resources: Training Room Staircases Stairlift models 225, 229, 230, 240, 300, 310, 320, 400, 420, 250,

260 Powered Hinges Manual and powered swivel seats Electrical test equipment Hand tools Martindale electrical tester RCD tester RCD test rig

Teaching/learning methods Trainer explanation and demonstration Student imitation and practice

Student assessment Continuous observation and questioning by trainer

Course evaluation Student completes course evaluation sheet

Special requirements Safety footwear should be worn when attending this course

Example of a Distributor Website Poland www.stannah.pl

Examples of Distributor Adverts Colombia

Thailand

CorporateSocial Responsibility

Statement 2011Our growing commitment to CSR

The Stannah Group aims to be recognisedas leaders in reputation for safety, qualityof service and product design

A Message from the Joint Chairmen

Welcome to the Corporate Social Responsibility (CSR) Statement fromthe Stannah Group of companies.

This Statement outlines how Stannah is developing Corporate SocialResponsibility frameworks to guide the way we do business.

These frameworks will help us to sustain and develop the traditionalcore values that have guided our business since its very beginning.

As a family owned company for over 150 years, our commitment to

conducting business ethically and responsibly has been passed down

by successive generations of the Stannah family - with each preserving

and building on the standards and ideals of the last.

This heritage ensures that today’s Stannah Group recognises and

embraces the essence of corporate and social responsibility within our

core values. These values extend to our workforce, our customers, our

suppliers and the environment, as well as surrounding communities.

Progress and Priorities

In addition to outlining our priorities for developing CSR measures and

practices, our Statement describes all those standards and objectives that

govern our product design, manufacture and customer service and

relationships with our employees, suppliers and the wider world.

In conclusion, we hope that our Statement will give you a better

understanding of everything Stannah has achieved - and plans to

achieve - in the area of social responsibility. We and all within the

Stannah Group of companies will do all we can to build on these

values and ensure they continue to be at the heart of our Group

business.

Brian Stannah: Joint Chairman Alan Stannah: Joint Chairman

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Underpinning everything isour commitment to remain afamily-owned business

Our Culture and ValuesThe Stannah Group has always prided itself on its strong and distinctiveculture. We believe that by developing and investing in this culture –which is rooted in our history as a family-owned business – we will giveour customers first-class service, sustain valued partnerships with oursuppliers and enable our employees to have pride and commitment intheir work. As a Group, our core values are:

Promoting leadership in safety, quality of service andproduct design

Taking an ethical approach to employees, customers,suppliers and society

Running a sustainable, low-risk business that isindependently financed by re-investing profits

Sharing rewards with our employees

Our ethics

We uphold strong ethical principles – a dedication inextricably linked tothe values passed down through generations of the Stannah family.Because we regard ethical practice as vital to professional business, weaim to observe the highest standards of responsible behaviour in all ourdealings with employees, suppliers, customers and the wider community.

Committed to excellence

In parallel with our ethical standards, we strive to achieve excellenceacross all facets of our business. As part of this, we encourage thedevelopment of lean and effective processes across our operations tohelp ensure everyone who works for and with us understands and avoidsunnecessary waste.

Service and stabilityThe Stannah Group is structured in a way that helps us foster excellentbusiness relationships. We deliberately keep communication lines shortand maintain a simple and lean organisational structure focused ondelivering first-class service to our customers. We are also dedicatedto working through specialist divisions, believing it the best way toconcentrate our expertise and resources to deliver the most effectivesolutions in the particular markets they serve.

Underpinning everything is our commitment to remaining the family-owned business we have been since our founding in the mid-1800s.We believe that this status strengthens our hand in preserving ourlong-held independence and values, and in ensuring our profits arere-invested for the future stability and growth of our company. For ourstakeholders – customers, employees, suppliers and other partners -this legacy and independence will be key to our continuing to provideworld-class products, excellent service and long-term value.

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At the Stannah Group, ouremployees are the key toour success

At the Stannah Group, our employees are key to our success. We striveto create a workplace that not only engages every member of staff,but which also nurtures and recognises their individual contributionsand talents.

Our employees are the heart of our business. So in line with ourtraditional values, we treat them with respect and dignity, from providingopportunities for career development to cultivating a vibrant and friendlyworkplace.

Continuous ImprovementWe work to involve every member of staff in our business – developingtheir understanding of what we do, our policies and our goals. To thisend, we hold regular consultative committees, team meetings, planningworkshops and annual Business Plan roll-outs – where directors presenttheir business plans to employees – to actively engage everyone in ouroperations and aims. We are also committed to a policy of ContinuousImprovement, running ongoing programmes and initiatives thatencourage employees to identify and drive improvements in theirworking practices.

Fulfilling potentialOur business success is driven by what our people achieve, so we provide aframework of learning and support to help each employee fulfill his orher potential. Along with annual appraisals that set individual and teamgoals linked to our business objectives, we provide employees withPersonal Development Plans and competency-based training to helpnurture their particular skills and talents. On a wider front, we also issueyearly company and departmental training plans and adhere strictly tothe policy and procedures within the Investor in People standard.

Sharing rewardsThe Stannah Group aims to provide attractive employment opportunitiesand share the rewards of its success with employees. We provide marketrates of pay based on regular local area benchmarking and couple thiswith a profit share plan for all staff that recognises and rewards goodresults. In addition, we promote a culture of ambition and career growthwithin the Group, encouraging our staff through training and promotionalopportunities to progress their careers within the company. Indeed, severalof our directors and managers have worked their way up from apprenticelevel to their present positions.

In the Workplace 7

We aim to provide attractive employmentopportunities and share the rewards of itssuccess with employees

In the Workplace 9

No matter what their role, our employeesshare our passion for making the world’sbest-selling stairlifts

Developing skillsWe aim to foster and grow the skills we need to go forward. We providetechnical, craft, adult and graduate apprenticeships and offer studentvacation placements, Year In Industry placements and work experienceopportunities. We also offer in-job training for NVQs in everything fromtechnical skills to customer service. An example of our career developmentinitiatives is our participation in the Lift and Escalator Industry Association(LEIA) Distance Learning Programme. We encourage those staff seekingto develop their technical lift and escalator knowledge to take this courseas part of their progression. Our training also extends to managementlevel and covers support for managers taking masters degrees, degrees,NVQs, diplomas and studying for professional qualifications such asaccountancy.

Employee wellbeingThe wellbeing of our employees is vital to us and rooted in our caringfamily values. We strive to create a positive and friendly workingenvironment that not only brings out the best in each person, but whichalso helps protect their wellbeing. For example, we run various initiativesacross the Group including a ‘Well-being Week’ as well as providingemployees easy access to our company doctor and other healthcareservices. We also encourage a healthy work-life balance by offeringflexible working for those who need it.

Safety at workHealth and safety is a top priority for us and we look to setting the highestpossible standards with safety programmes, designed to meet or exceedtoday’s most stringent regulatory standards.

We aim to comply with the internationally recognised OHSAS 18001Health and Safety standard and our systems are underpinned byeffective risk assessments and carefully designed working practices.As further safeguards, we conduct regular analyses of incidents,commission regular audits by external bodies and urge the reportingof all near misses and potential hazards. These systems go hand-in-handwith comprehensive health and safety training for our employees and ourcommitment to a policy of Continuous Improvement in our health andsafety performance.

Managing our environmental impactThe Group strives to minimise its environmental impacts on a day-to-daybasis. Measures employed include using separate recycling bins for allwaste paper generated across our premises, as well as we printingall our marketing communications on Forest Stewardship Council(FSC) - certified paper, so contributing to responsible forest management.

In the Workplace 11

We understand that the quality of ourproducts is the litmus test of how we arejudged in the marketplace

The way we do business reflects our enduring values of integrity, honestyand responsibility. These attitudes drive everything - from the design ofour products to the way we treat our customers and suppliers.

Our ProductsThe Stannah Group understands that the quality of our products is thelitmus test of how we are judged in our marketplace. We thereforeaim to design and manufacture products that exceed our customers’expectations and provide the highest standards of quality, safety andreliability.

Safety and reliabilityWe prioritise product safety and reliability across all our design anddevelopment processes and work alongside industry bodies andregulatory authorities to develop standards at a national, European andinternational level. Robust safety incident reporting processes are alsoimplemented to ensure lessons are learned. Our rigorous approachalso involves ensuring our products remain safe throughout their lifespanto give our customers valuable peace of mind.

Product designOur products are sold in competitive markets and we design them inways that makes them accessible to the largest number of people.This dedication to inclusive design is exemplified in our partnershipwith leading design agency Seymour Powell, who helped to develop ourlatest stairlifts. Their input saw a number of innovative and ergonomicfeatures incorporated into our products, including control pods and theseat sensors on our Solus and Sofia chairs. Our design efforts also focus

strongly on the aesthetics of the finished product – an important factor incountering the stigma often associated with buying a stairlift.

Reducing our environmental impact

We will always consider the environmental impacts of our operations andproducts. We aim to make all our products energy-efficient and useworking practices and techniques that produce the lowest possible levelsof noise and waste.

Aligned with this, we aim to ensure that our products are easy to disposeof, re-use or recycle. We work closely with many Local Authorities toassist them with the re-use of their stairlifts. Additionally we provide anextensive lift modernisation programme that not only extends the life ofthe original product but also upgrades the drive mechanism for improvedefficiency.

In the Marketplace: Our products 13

We manufacture products that exceed our customers’expectations and provide the highest standards ofquality, safety and reliability

In the Marketplace: Our products 15

We believe in doing business ethicallyand responsibly and meeting theparticular needs of our customer group

Our CustomersWe never take our customers for granted. Our objective is to surpasstheir expectations, from providing them with the products they want,to listening to what they say and giving them the best service.

Ensuring customer satisfaction

We are dedicated to giving customers professional advice and ensuringthe products we sell are fit for purpose. As well as products thatincorporate user-friendly features and benefits, we train our employees tobe sensitive to customer needs and work with the Institute of CustomerService to provide further training to our customer service staff. As wesupply a wide range of lifts we are guided by the principles of BS 8300 -“Design of Building and their approaches to meet the needs of disabledpersons”. Following the principles within this British Standard guidancedocument ensures we provide the best advice regarding the lift solutionfor a particular building and usage. As well as offering site and customerassessments we run customer satisfaction surveys to solicit views andhelp us to continually improve our offering in response. Our stringentstandards also apply to our distributors, who are required to obtain aCertificate of Excellence to demonstrate a high level of competency inselling our stairlifts.

Doing business ethically

We believe in doing business ethically and responsibly and meeting theparticular needs of our customer group. We do not use cold calling orpressure selling and provide stairlift buy-back policies, all of which helpsus to earn our customers’ trust and respect. Furthermore, we placeconsiderable emphasis on ensuring our customer information is clearand easy-to-understand.

Championing customers’ interestsAs a Group, we are dedicated to working with legislators and therelevant industry bodies to promote the interests of our market andcustomers.

As part of this, we support the forthcoming legislation regardingcooling-off periods and also abide by the code of practices of theTrade Associations in our sector.

Our SuppliersWe view treating our suppliers fairly and professionally as paramount toour success. So we seek to work in partnership with them to createmutually beneficial and professional relationships, whilst expecting themto operate responsibly and ethically in turn.

With this in mind, we abide by the code of practice of the CharteredInstitute of Purchasing and Supply (CIPS), which requires us to:

Pay suppliers on time

Not use suppliers who exploit people unfairly or whodisregard the environment or health and safety

Preferentially use local suppliers

Aim to work with fewer, but demonstrably superiorsuppliers to increase quality, reduce costs and improveservice levels

Perform supplier audits

In the Marketplace: Our Customers and Suppliers 17

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We approach the issue of the environmentwith the same sense of responsibility thatwe do all other aspects of our business

Respecting the environment is as important to our Group as it is to ourstakeholders. We promote environmental responsibility throughout ourbusinesses and are dedicated to controlling the environmental impactsof everything we do.

Responsibility & respect

As a Group, we approach the issue of the environment with the samesense of responsibility that we do all other aspects of our business.

We understand the increasing importance of the environment to ourstakeholders and seek continually to reduce the impacts of our businesson the world around us.

Working Towards ISO 14001Spearheading this drive is our commitment to achieving ISO 14001 –

the internationally recognised standard for business Environmental

Management Systems.

Guided by the ISO 14001 principles, we are working to introduce

a robust, Group-wide environmental management system

designed to reduce power consumption, waste and noise and also

improve the disposability and recycling properties of our materials

and products.

As part of this drive, we undertake regular environmental audits as well

as noise and air quality surveys. In addition, we pursue the following

environmentally sound practices:

Reducing our use of paper – paper forms cut by 370,000per annum through greater use of electronic data

Separation and collection of office waste for ease of recycling

Use of non-toxic or biodegradable substances duringmanufacture wherever possible

Collection and recycling of packaging, plus recycling ofbatteries

Recycling of IT equipment

Recycling of pallets, waste oil and steel

Use of specialist contractors for safe disposal of paintsludge and potentially hazardous waste materials

Promoting reusability

We support and promote the reusing of our products in the marketplace.For example, we offer both second-hand and reconditioned stairlifts forsale or for rent. We also provide a nationwide stairlift recycling service toLocal Authorities, enabling them to meet the needs of their service userswhilst simultaneously reducing costs and waste in accordance with centralGovernment directives.

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In the Environment 19

We champion the development of localeducational facilities and encourage participationfor all in local community events and sports

In keeping with our family values, we aim to contribute positively tothe community in which we operate: seeking to invest in and developpartnerships at a local level to help us give something back.

In the Community 21

Giving back

As a responsible member of our local community, we seek to forge strongrelationships with local people, organisations and charities. As well asdonating to regional and local projects, charities and community clubs,we aim to listen to and support local bodies on issues of mutual concern.

For example, we are founder members of Andover Vision, whichchampions the development of local educational facilities and encouragesparticipation for all in local community events and sports.

We also support our local community through the sponsorship of The PrideOf Andover Awards that recognise those in the community who worktirelessly and often without pay or recognition on community projects.Our membership of Andover Chamber of Commerce and contributionsto the Age Concern Christmas Parcels Appeal further demonstrate ourcommunity values.

Fostering local skillsAs a major employer in Andover, we strive to maximise the employmentopportunities we offer and encourage the development of a local skillbase relevant to our business. With this in mind, we seek to build linkswith local educational establishments that teach the specialist skillswe require.

For instance, we maintain bonds with Andover College, which offersvocational training to young people, and provide assistance to secondaryschools applying for Specialist Status. Other initiatives include workplacements for local students, running primary school visits to ourfactory and active links with Basingstoke College of Technology,Winchester University and Southampton Solent University.

Our ‘Think Again’ Fund enablesolder people to realise theirunfulfilled dreams

As well as our commitment to local communities, the Group strives toengage with national groups and initiatives that foster our customers’and wider business needs.

In Society 23

Supporting our customers’ needs

The Group seeks to support those national organisations and charitiesthat work to champion the rights and interests of our key customergroups. We work closely on supporting initiatives with organisations suchas Help the Aged, Age Concern, Arthritis Care, Macmillan Cancer,Adsema and the Oldie Magazine among others. We also work directlywith the public with schemes such as our Think Again Fund, whichenables older people to realise unfulfilled dreams, as well as being afounder member of the Help the Aged Engage Scheme which works withbusinesses to promote best practice and raise awareness of issuesconcerning older people in the UK.

Promoting learning and education

We have an abiding commitment to participating in national educationpolicies and bodies which foster the particular skill needs of ourbusiness. For instance, we support the nationally recognised NVQqualifications in lifts and stairlift installation and maintenance, whichhave been developed in partnership with the Lift and Escalator IndustryAssociation (LEIA). We also participate with chartered professionalbodies dedicated to developing management, engineering andcustomer service skills, including the Chartered Management Institute(CMI), Institute of Customer Service (ICS) and Chartered Institute ofPurchasing and Supply (CIPS). Our educational activities also includeinvolvement with the following agencies and programmes:

Brunel University

Sector Skills Council for Science, Engineering & ManufacturingTechnologies (SEMTA)

Learning and Skills Council (LSC)

Qualifications and Curriculum Agency (QCA)

LEIA Distance Learning Programme

Science & Engineering Ambassador Programme - Science,Technology, Engineering & Mathematics Network (STEMNET)

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THIS REPORT IS FOR GENERAL GUIDANCE ONLY. EVERY EFFORT HAS BEEN MADE TO ENSURE THAT THE CONTENT OF THIS REPORT IS CORRECT AT TIME OF GOING

TO PRESS. STANNAH RESERVES THE RIGHT TO ALTER SPECIFICATIONS AND INFORMATION TO ANY OF ITS PRODUCTS OR SERVICES AT ANY TIME WITHOUT PRIOR

NOTICE. ERRORS AND OMISSIONS EXCEPTED. THE STANNAH LOGO IS A REGISTERED TRADEMARK OF STANNAH LIFTS HOLDINGS LTD. THE LOGO AND OR ANY

OTHER CONTENT OF THIS BROCHURE IS NOT TO BE REPRODUCED WHOLLY OR IN PART WITHOUT THE WRITTEN PERMISSION OF STANNAH LIFTS HOLDINGS LTD.

© STANNAH LIFTS HOLDINGS LTD 2011 ISSUE 5: FEBRUARY 2011

Stannah Group

Watt Close, East Portway,

Andover, Hampshire,

SP10 3SD

T: 01264 364311

Visit our website at: www.stannah.com

Feedback and queriesWe hope this report provides you with an informative summary of the Stannah Group’sprogress in the field of corporate social responsibility. We welcome your feedback andviews on this report, so if you have any comments or queries, please contact us at:

Email: csr@stannah.co.uk

Lift andEsc

alator IndustryAssociation

Member