Corporate Responsibility Report 2010

Welcome to our Corporate Responsibility Report 2010 Marketplace Community About Us Environment Our Approach Our Approach Customer Management Community Initiatives CEO’s Introduction & KPIs Our Approach Product Stewardship Case Study 2010 Highlights CO Reporting 2 & Innovation Corporate Responsibility: Water Consumption Customer Initiatives Health & Safety Our Approach Environmental Management Workplace Supply Chain Management Our Approach Mission, Vision and Values Environmental Initiatives Supply Chain Initiatives Initiatives Overview of Our Operations Case Study Our Approach Case Study Our Focus for 2011 HR Strategy Developing a Culture of Safety First Commentary Talent Development Training for Health & Safety Feedback Values Case Study Your Voice Counts Skills Development Case Study Hello Bonjour Hola Hej To review the Rentokil For further information こんにちは Initial Annual Report about the group’s & Accounts for 2010 operational activities, Czesc Guten tag 你好 Halo Ahoj Find a page ´ ´ please click here please click on the relevant company at Tere Hei Olá Ciao 안녕하세요 the bottom of the page Rentokil Initial plc operates in more than Stakeholders Key stakeholders for this report include 50 countries across the world’s major customers, colleagues, suppliers, the economic zones and employs over 66,000 investment community and those third parties who are interested in the non-financial aspects colleagues. The group is committed to of the company’s performance in 2010. We communicate with our colleague stakeholders acting responsibly with all its stakeholders on a wide range of issues. We have a formal and supporting its customers in their own engagement process with employees and on their behalf with the European Works Council. efforts to develop responsible behaviour. We aim to communicate our corporate responsibility performance with openness The scope of this report includes data and transparency, so that our stakeholders and activities from all local markets. understand the progress we’re making. www.rentokil.com www.initial.com www.city-link.co.uk www.ambius.com www.rentokil-initial.com 2 Corporate Responsibility Report 2010 Non–Financial Performance Indicators (Part 1) 2008 2009 2010 CO emissions 134 119 108 33,364 2 colleagues took part Water consumption 14 13 12 in Your Voice Counts Colleague engagement n/a 70% 70% engagement survey Colleague enablement n/a 68% 68% CO2 emissions – calculated as tonnes per are calculated by Hay Group based £m turnover on a company wide basis upon answers to questions within the annual survey Water consumption – calculated as Find a page 8% litres used per kilogramme of product Colleague enablement score based processed in all European plants upon all surveyed across the company. increase on last year Scores are calculated by Hay Group Colleague engagement score based upon based upon answers to questions all surveyed across the company. Scores within the annual survey. We have a new global Code support from the division’s hurricanes in Fiji, and the 2011 Introduction of Conduct that was launched Learning Academy team. earthquakes in New Zealand and across all divisions during Japan, all generated a terrific Alan Brown CEO 2010. This provides colleagues In 2010 we undertook our second response from colleagues. 2010 was a year of tough economic pressures and with clear statements of group wide Your Voice Counts Equally in countries in which we what is expected of them colleague engagement survey. do not operate such as Haiti and significant change across the company but this did in their behaviour towards 33,364 colleagues took part – Pakistan, colleagues took part not mean we stepped back from our determination other colleagues and external an 8% increase year on year or raised funds to help the relief to act responsibly. In fact, as you’ll see throughout stakeholders, and also what they – and 1,500 managers received efforts. I’m proud to report that this report we have improved our non-financial KPIs can expect from the company. dedicated reports to review with our colleagues regularly go that their teams and set clear actions. extra mile. in many areas, whilst at the same time managing Our shared values – Service, Our aim is to move the company cost and improving the company’s profitability. Relationships and Teamwork – into high performing levels of Expertise is also consistent are integrated into this Code. engagement and enablement, throughout our business units Increasingly, despite our different divisions, countries Our values have high levels of consistently across the company. whether it’s through our people recognition amongst colleagues or processes. In our marketplace and cultures in which we operate, we are acting as one and are aligned to a wide range The commitment of colleagues activities, as well as maintaining to enhance our colleague and customer experience. of activities. For instance, our across the group is second high levels of customer service, Initial Facilities division is running to none. During 2010, our we have underlined our expertise its STAR programme (Service, businesses were impacted by through innovation in both Teamwork and Relationships) to exceptional circumstances. The the back office and product embed our values on large Facility UK suffered from historic levels stewardship. City Link has Management sites where multi- of snow yet our City Link drivers developed innovative applications discipline teams need to work delivered vital specialist meals to enhance security and route closely together to achieve service for cancer patients, drugs to optimisation which will enhance excellence. This three-module care homes as well as materials the customer experience in training programme is delivered vital to engineering companies 2011, while our in-house IT team by the management team with or retailers. Flooding in Australia, has developed Maximise, an 3 Corporate Responsibility Report 2010 Non–Financial Performance Sales colleague retention is the State of Service is the total number of Performance Indicators (Part 2) 2008 2009 2010 reciprocal of total sales heads leaving service visits performed divided by the Indicators in the year as a percentage of the sales total number of visits due Sales colleague retention 54.6% 63.5% 64% head count at the beginning of the year Number of Lost Time Accidents – Service colleague 74.2% 74.4% 75.9% Service colleague retention is the based on work-related injury or illness retention reciprocal of total service heads leaving to a colleague which results in them in the year as a percentage of the being absent from work for one day/ service head count at the beginning shift or more per 100,000 hours worked Customer satisfaction n/a n/a 19% of the year across the company. State of Service 88.5% 98.1% 97% Customer satisfaction is measured using the Net Promoter System, Number of Lost Time 1.82 1.53 1.72 represents the net balance of those customers promoting our Find a page Accidents service compared with those neutral or not promoting online application, which allows extensive health & safety focus on improving CO2 emissions, by our Code of Conduct. With our sales people to increase programmes across all our improving water usage in our these in place, we can ensure we their cross-selling activities. divisions with focus on five processing plants, enhancing continuously review and improve The system uses Google business units where current our environmental management our performance across all our Maps and Google Streetview performance does not meet our initiatives and increasing our focus corporate responsibility activities. in an innovative way to give a expectations. These include on waste management. Our main impact areas are salesperson all the information City Link and Textiles & Hygiene identified in our Key Performance they need to increase the Benelux which have individual In 2010, for the sixth successive Indicators which are measured effectiveness of their day. operational improvement plans year, Rentokil Initial was amongst consistently across the group. in place. The combination of the leading 100 companies in The role our experts play in management focus, new KPIs and the Business in the Community While some people may judge meeting customer needs is an targets, a policy framework and Corporate Responsibility Index, what we do as ‘the basics’, for essential part of our business the sharing of best practice from published in the UK and Australia. those people, companies and model, and providing the right other parts of the group generate In addition, we continued to be organisations who rely on us, level of effective training is a improvements, but I am mindful ranked in the top ten of over 60 we provide ‘the essentials’ to critical factor in the success of that we need to maintain our global companies in the Support allow them to focus on what this model. We have delivered utmost attention on this task Services sector of the Dow they do best. In delivering the significant amounts of training to ensure that we are able to Jones Sustainability Index. We promises behind our ‘experts in over the last two years. Rentokil, reduce incidents. also participate in the Carbon the essentials’ essence, we are Ambius and Initial Facilities have Disclosure Project. committed to acting responsibly. all developed their own learning Our environmental performance ‘academies’ which develop the continues to improve across the Such recognition is important, skills and expertise of colleagues. group. We have measured and but our

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