Our People & Planet Plan is built on strong foundations that ensure we act fairly and ethically in everything we do.
Together, they support the United Nations Sustainable Development Goals and the United Nations Global Compact.
Support for vulnerable customers
Investment in customer service
CCLA Mental Health Benchmark
Our People & Planet is underpinned by our foundations - which cover Customers, Colleagues, Communities and Ethics, and the Environment.
We want to be there for our customers, whenever they need a helping hand.
The rising cost of energy has been a real worry for many. That’s why in the UK during 2022, we created the largest voluntary energy support fund, which will grow with our commitment to donate 10% of British Gas Energy’s profits for the duration of the energy crisis. In total during 2022, we gave nearly £290 million in mandatory and voluntary contributions to fund debt advice, grants and energy efficiency.
We strive to provide an excellent service to customers. Towards this in 2022, we invested £25 million to provide 700 additional call centre agents. While our net promoter scores improved, complaints increased which broadly reflects the rise in energy costs.
We want our people to feel safe, engaged and rewarded.
Safety & Wellbeing
Keeping our colleagues and customers safe is key. We continue to build and reinforce a culture focused on safety, while constantly striving to improve controls and monitoring. We’re also focused on mental health provision and prevention, including via our 100-strong network of mental health first aiders.
Passionate, motivated and engaged colleagues are key to our ability to deliver for our customers and stakeholders. We're continuously working to make Centrica a more inclusive and supportive place to work and our colleague engagement scores reflect this, improving by 18% to 73% favourable in 2022.
Reward and Remuneration
We reward our people fairly. This includes being a Living Wage employer in the UK, upholding equal pay and reducing our gender and ethnicity pay gaps, which we did in 2022.
Our scale and passion enable us to be a force for good in our communities.
A reliable and ethical supply chain is vital to serve our customers and support our communities. In 2022, we continued to target high standards to maximise opportunities and minimise risk. This included rolling out on-the-ground audits to nine sites and issuing 7,245 remote worker surveys. Although no serious non-conformance was detected, we agreed 61 improvement opportunities to continuously raise standards.
Upholding the human rights of everybody who works for us or with us, is a priority. We ensure that colleagues in higher risk countries are safeguarded and aim to protect and advance the rights of those in our supply chain. To date, we’ve identified no instance of modern slavery but we remain vigilant.
Alongside our focus on getting to net zero, we also aim to reduce our wider environmental impact.
Efficient water management is essential. While we don’t operate water-intensive activities in water-stressed zones, we constantly seek to minimise use of this vital resource. In 2022, our water consumption did however increase by 30%. This was largely due to our Whitegate power station resuming normal operations following an outage in 2021.
We aim to reduce, reuse and recycle as much waste as we can to avoid landfill. We’re also working to eliminate single-use plastic. In 2022, our waste rose by 3% due mainly to Whitegate power station coming back online following an outage the previous year.
We continue to manage our business’ impact on biodiversity, particularly in energy generation where the potential impact is greatest. We run impact assessments and develop action plans that involve colleagues and communities wherever possible.
We strive to reduce air pollutants. In 2022 this included the combustion of natural gas in power generation which releases pollutants like Nitrogen Oxides and Sulphur Dioxide.
Performance & Reporting
Access reports and explore our Data Centre to find out more about our responsible business performance