Performance

Responsible Business Report 2019

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Performance

The Board reviews key responsible business performance indicators regularly. These are published annually, in the Annual Report and in this online Responsible Business Report. Performance against these indicators is reviewed on a regular basis by the Board, Executive Leadership Team and within operational and functional reviews. Our performance tables are shown below and can also be downloaded as a single pdf.

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Health and Safety
Indicators	2019	2018	2017	2016	2015
Lost Time Accidents (LTA)	0.53	0.63	0.58	0.63	0.76
Working Days Lost (WDL)	10.99	14.77	11.65	16.14	19.59

_{The LTA rate is calculated as the number of lost time accidents (injuries and illnesses) per 100,000 hours worked. The WDL rate is calculated as the number of working days that colleagues could not work because of lost time accidents (injuries and illnesses) per 100,000 hours worked.}

Colleagues
Indicators	2019	2018	2017	2016	2015
“YVC” response rate	90%	Two year cycle	87%	Two year cycle	83%
Colleague enablement	79%		78%		74%
Colleague engagement	79%		77%		73%
Sales colleague retention	85.3%	82.1%	77.3%	78.2%	76.8%
Service colleague retention	86.1%	85.1%	76.0%	84.8%	81.9%
Total colleague retention*	86.9%	83.2%	n/a	n/a	n/a

_{* Measured as part of the Employer of Choice programme, 12 month MAT basis.}

Customers
Indicators	2019	2018	2017	2016	2015
State of Service	97.2%	97.9%	97.8%	97.7%	97.3%
Customer Voice Counts	44.5	43.0	44.0	37.6	32.9
Customer Retention	86.2%	85.9%	85.7%	85.8%	85.2%

Communities (£’000)
Indicators	2019	2018	2017	2016	2015
Community donations	206	202	213	171	128

Environmental (CER per £m of revenue)
Eco-efficiency indicators	2019	2018	2017	2016	2015
Index of energy & fuel derived CO₂ emissions	79.64	82.66	88.46	89.64	100.00

Operational efficiency (per £m turnover at CER)
Indicators	2019	2018	2017	2016	2015
Property energy consumption (‘000s kWh)	44.6	48.8	71.9	82.2	100
Vehicle energy consumption (‘000 Litres)	92.1	95.3	95.1	93.8	100

Emissions
Type of scope	2019	2018	2017	2016	2015
Total scope 1	178,889	170,518	167,289	151,829	147,729
Total scope 2	17,195	16,282	17,513	14,209	15,218
Total scope 3	44,463	42,311	10,215	35,608	34,196
Total outside scope	5,153	4,872	4,491	3,950	3,729
Total – all scopes & outside scopes	245,700	233,983	229,508	205,596	200,872

Total energy consumed
‘000s kWh	2019	2018
Vehicle fuel00000000000000000000000	666,131	631,192
Property energy	164,321	162,633
Total kWh	830,452	793,825
% of which energy consumed in UK	10%	10%

Workwear
Emissions and water usage	2019	2018	2017	2016	2015
Kilograms of CO₂emissions per tonne processed	271.71	267.92	266.80	256.9	280.3
Water usage per unit washed – litres per kg	9.54	9.70	9.07	8.56	9.33

Energy derived (Tonnes of CO₂e)
Source of emissions	2019	2018	2017	2016	2015
Direct GHG emissions*	227,063	216,326	210,614	190,385	184,542
Indirect GHG emissions**	18,638	17,658	18,895	15,211	16,329

_{*Relating to the combustion of fuel and the operation of any facility.}
_{**Through the purchase of electricity, heat, steam or cooling.}

Fumigation derived (Tonnes of CO₂e)
Source of emissions	2019	2018	2017	2016	2015
Direct GHG emissions*	548,449	363,339	481,390	720,322	612,310
Indirect GHG emissions**	0	0	0	0	0

_{*Relating to the combustion of fuel and the operation of any facility.}
_{**Through the purchase of electricity, heat, steam or cooling.}

Our Responsible Business

Environment

Find out more about our seven environmental work streams, our 2019 performance and ambitions.

Workplace

Find out more about our workplace and diversity programmes, our 2019 performance and future ambitions.

Governance

Find out more about how we manage and encourage the right culture across our business.