Performance against objectives
For 2008/09 we set 20 corporate responsibility objectives. We are pleased to report that we have achieved or are on track to acheive 18 of those objectives. Here is a summary of our performance
Environment
| Objective | Progress | Comments |
| Reduce landfill tonnage by 35% | Achieved | Achieved a 46% reduction (compared with a reduction of 29% last year) |
| Achieve recycling rates of over 60% | Achieved | Achieved a 72% recycling rate (up from 53% last year) |
| Introduce packaging reductions on a fifth of the product range, targeting a 3,000 tonne packaging saving over the next three years | On track | 600 tonne reduction achieved; 2,000 items assessed |
| Achieve 25% reduction in consumption of carrier bags (based on like for like 2005 data) | Achieved | Achieved a 40% reduction (up from 18% last year) |
| Achieve 2% reduction in energy consumption (kWh/sq ft) year on year | Missed | 3.8% increase in kWh/sq ft driven by increased heating demand in the cold winter |
| Purchase at least 35% renewable energy | Achieved | 50% has been purchased |
| Set programmes to reduce energy consumption in buildings | Ongoing | Programmes are underway and awareness campaigns have commenced |
| Review existing water consumption measures and review potential to use grey water in garden centres | Ongoing |
Trials this year have demonstrated that the use
of grey water in Homebase gardens centres is not cost effective. Grey water for
vehicle wash is in use at one distribution centre and we are looking for options
to extend this to others We have measured our overall water consumption and will focus on store use in 2009/10 |
Customers
| Objective | Progress | Comments |
| Increase levels of customer satisfaction | Ongoing | Satisfaction levels remain high. We have concentrated on providing greater opportunities for direct customer feedback in both operating companies |
| Increase customer opportunities to actively reduce their impact on the environment through extended choice and enhanced information | Ongoing | Our activities include introducing 300 environmentally responsible products in Argos; the launch of an Argos eco-home buying guide ;a Homebase ‘how to’ guide on insulating your home; and a Homebase energy event. |
| Embed our approach to treating our customers fairly (TCF) | Achieved and ongoing | TCF is reinforced and measured through a wide range of activities including quality monitoring, complaint handling, colleague training and customer satisfaction surveys |
| Achieve a high level of recognition amongst Financial Services colleagues of our TCF principles and guidelines | Achieved and ongoing | Our ‘Speak Out’ survey of colleagues in Financial Services indicated that 80% of colleagues agree that our commitment to customers can be seen in action as well as words – this is ahead of the financial services industry benchmark. |
| Document and communicate our policy for responsible lending for our store card business | Achieved | Our responsible lending policy is published on our Group web site [link] |
| Establish a partnership with a charity/community group engaged in improving consumer financial capability | Ongoing | We are supporting a research project being undertaken by the Association of British Credit Unions (ABCUL) aimed at identifying key success factors for credit unions to work with schools to help develop financial skills and confidence amongst pupils |
Sourcing and supply chain
| Objective | Progress | Comments |
| Achieve 100% certified or recycled paper through a mix of sources by the end of 2009 | On track | We have increased the volume of paper which is either recycled or certified either by the FSC or the PEFC. Across all publications, this total has reached 67%, of which 19% is recycled. We are confident that by the end of this year we will have achieved either fully-certified or recycled content for all publications, including, for the first time, the main UK Argos catalogue. |
Our colleagues
| Objective | Progress | Comments |
| Provide a Group-wide employee engagement survey with external benchmarks | Achieved | Group-wide survey was rolled out in March 2009 |
| Improve take up of share save schemes | Missed | 13% for 2008/09 vs 21% 2007/08. Total proportion of eligible employees participating in all schemes is 20% |
| Reduce RIDDOR rate (per 100,000 employees) by 10% year on year | Achieved | 11% reduction in RIDDOR rate achieved |
Communities
| Objective | Progress | Comments |
| Raise £2m over two years for the Group charitable partner (launched July 2008) | On track | Over £750k raised for British Heart Foundation and Heart Children Ireland in eight months |
| Maintain gold status for payroll giving and ensure Argos and Homebase each achieve 10% participation | Achieved | 13% participation |
| Pilot a Group volunteering policy and establish a formal policy | On-track | Volunteering policy being defined for launch in 2009/10 |
