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Stakeholder performance table

We have a wide range of stakeholders who take an interest in the way we do business. The following table provides a summary of a broad set of performance measures covering environmental, social and governance issues that are of interest to our stakeholders. Further information on how we manage our business in a responsible manner can be found elsewhere in this report or on the responsibility pages of our corporate website.

ThemeAreaMeasurePerformanceFurther Information
GovernanceComplianceUK Corporate Governance CodeCompliantDirectors' report – statutory and other information
Dow Jones Sustainability IndicesWorld IndexOur performance in a responsible manner section
CustomerComplaintsTotal number of domestic customer complaints6,755Our performance best service to customers section
Average speed of complaint resolution3 daysOur performance best service to customers section
DigitalNumber of customers using online services – My Account738,790Our performance best service to customers section
Customer assistanceNumber of customers assisted by Priority Services52,367Our performance best service to customers section
Customer water efficiencyTotal customer water savings from measures promoted by United Utilities3.2 Ml/dOur performance best service to customers section
EnvironmentCarbon and energyCarbon footprint391,640 tCO2eDirectors' report – statutory and other information
Electricity used799 GWhDirectors' report – statutory and other information
WasteTotal waste695,871 tonnesResponsibility pages of our website
Waste to beneficial use95.25%Responsibility pages of our website
FinesNumber of incidents resulting in fines1*Our performance in a responsible manner section
Environmental fines£666,000Our performance in a responsible manner section
Enforcement undertakings2
(£60,000 and £95,000)
Our performance in a responsible manner section
Natural capitalNumber of trees planted on catchment land12,800Responsibility pages of our website
No net loss of biodiversity across capital programme100%Responsibility pages of our website
PeopleEmployee engagementOverall employee engagement79%Our performance in a responsible manner section
Employees with trade union membership**46%Our key resources
Gender pay reportingMean gender pay gap13.1%Gender Pay Report on our website
Median gender pay gap15.9%Gender Pay Report on our website
Employee developmentAverage number of days of training per FTE per year3.48 daysOur performance in a responsible manner section
Health and safetyEmployee accident frequency rate (per 100,000 hours)0.196Our performance in a responsible manner section
Contractor accident frequency rate (per 100,000 hours)0.087Our performance in a responsible manner section
Workforce profile84% White 2% BAME 14% Non-disclosed 64% Male 36% Female <1% Disability (including long-term health conditions)
SuppliersPayment statisticsAverage time taken to pay invoices23 daysSuppliers pages of our website
Suppliers paid on time95.44%Suppliers pages of our website
CommunitiesCharityMatch funding to charity through employee efforts£120,717Responsibility pages of our website
Employee volunteeringNumber of hours employee volunteering3,577Responsibility pages of our website
Community investment (LBG method)How investment was made
Cash £3,436,675  Time £69,239  Management costs £145,486  Total £3,651,400
Type of support
Charitable gift £47,559  Community investment £3,445,355  Commercial initiative £13,000

*   water discharge activity in contravention of Reg 38(1)(a) of the Environmental Permitting (England and Wales) Regulations 2010 (as amended)
** based on employees who pay their union subscriptions via their payroll