Corporate responsibility data reporting

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Customer Metrics Data Summary
Residential Customers
Key Performance Indicator 2013 2014 2015 Notes Assured metric in 2015
Customer Satisfaction
Net Promoter Score (NPS) (Top-down)- residential customers -20 2 3   Yes
uSwitch customer satisfaction major supplier position   1 1 No
uSwitch customer satisfaction supplier position (with all companies listed)   3 3 No
         
I pay too much for my energy
Number of residential customers using our residential Saving Energy toolkit 354,413 461,439 417,798   No
Total of residential customers disconnected for debt (gas & electricity) 292 10 0   No
       
It's difficult to get through to you
Average speed of answer for residential customers (ASA) (seconds)  152 167 83   No
% of residential customers registered for self-serve (based on customer accounts numbers)  30% 37% 43%   No
Website availability % 97% 98% No
         
You don't do what you say you will and you're slow to respond
Number of complaints per 100 000 residential customers  13,083 14,062 11,708   No
% residential complaints resolved before the end of the next working day 87% 77% 75%   No
% residential complaints resolved within 8 weeks 96% 94% 92%   No
           
Paying should be easy and based on accurate information
Bill sent out on time- residential customers (%) 96% 96% 97%   No
Bill to actual read - residential customers (%) 60% 60% 57%   Yes
Number of smart meters installed in residential properties 104,712 107,495 168,484 2013 and 2014 figures restated No
           
You don't see things from my point of view
YourSay residential panel numbers   30,223 28,138 No
           
Small & Medium Business Customers
Key Performance Indicator 2013 2014 2015 Notes Assured metric in 2015
Customer Satisfaction
Net Promoter Score (NPS) (Top-down) - Small and medium business customers (6 months rolling) -29 -22 -14   Yes
         
I pay too much for my energy
Total of small and medium business customers disconnected for debt (gas & electricity)  683 689 No
       
I need help managing my energy use
Average speed of answer (ASA) (seconds) for small and medium business customers 40 47 35   No
% of small and medium business customers registered for self-serve (based on customer accounts numbers) 13% 13% 15%   No
Website availability % 97% 98% No
Number of SME customers using our SME Energy toolkit   1200 12,097 No
         
You don't do what you say you will and you're slow to respond
Number of complaints per 100 000 customers small and medium business customers 30,143 19,960 15,792   No
% of small and medium business complaints resolved before the end of the next working day 86% 72% 71%   No
% of small and medium business complaints resolved within 8 weeks 95% 90% 91%   No
         
My bill is wrong and you don't give me the reading I give you
% bill sent out on time - small and medium business customers (%) 94% 94% 95%   No
Bill to actual read - small and medium business customers (%) 53% 52% 51%   Yes
Numbers of smart meters installed in small and medium business properties 6,179 8,361 9,942 2013 and 2014 figures restated No
           
You don't see things from my point of view
YourSay small and medium business panel numbers   1,050 1,447 No
           
Large Energy User Business Customers
Key Performance Indicator 2013 2014 2015 Notes Assured metric in 2015
Customer Satisfaction
Net Promoter Score (NPS) (Top-down) - Large energy users business customers (6 months rolling) -8 -15 -7   No

 

 

 

Community & Environment Data Summary
Community
Key Performance Indicator 2013 2014  2015 Notes Assured metric in 2015
Potential lifetime CO2 saved by customers through EE schemes (CESP/ECO) 3,100,000 3,600,000 2,218,035   No
Number of households supported through EE scheme 93,441 116,230 62,249   No
Total spend through Warm Home Discount obligations (£) £52.9 £52.5m £51.1m   No
Number of customers supported through social spend 330,000 370,000 360,000   No
Number of customers supported through industry initiatives 8,696 10,067 9,742   No
Community investments (£) £8.2m £5.4m  £2.3m   No
Community benefit funds (£) £285,528 £319,649 No
Charity donations to E.ON Charity of the Year (£) £154,000 £106,000 No
Number of hours of volunteering   2,362 3,527 No
Cold weather & winter payments to eligible Age UK customers (£) £4,060,294 £0 No
Number of school children taken part in the E.ON Energy Experience education programme   9,330 13,099 No
           
Environment
Key Performance Indicator 2013 2014 2015  Notes Assured metric in 2015
Managing Our Own Carbon Emissions
Electricity generated by renewable sources (billion kWh) 2.80 3.83 5.00   No
% of electricity generated by renewable sources 11.1% 16.1% 26.9%   No
CO2 intensity from generating electricity (ktCO2/TWh) 563 543 411   No
Scope 1 GHG emissions (total) (tonnes CO2e) 15.520m 13.450m 8.710m   No
CO2 emissions from generating electricity (tonnes CO2e) 15.439m 13.382m  8.646m   Yes
Methane emissions from generating electricity (tonnes CO2) 8,392 7,259 7,512   Yes
N2O emissions from generating electricity  (tonnes CO2e) 56,928 46,646 45,120   Yes
CO2e emissions from gas consumption in buildings (tonnes CO2e) 1,787 1,204 1,271   Yes
CO2e emissions from company cars (tonnes CO2e) 4,056 2,974 2,274   Yes
CO2e emissions from commercial vehicles (tonnes CO2e) 8,494 9,742 7,601   Yes
CO2e emissions from refrigerant losses (tonnes CO2e) 510 122 193   Yes
         
Managing Our Indirect Carbon Emissions
Scope 2 GHG emissions (total) (tonnes CO2e) 196,732 195,576 181,940   Yes
CO2 emissions from electricity consumption in buildings (tonnes CO2e) 25,631 20,606 17,805   Yes
CO2 emissions from electricity consumption in power stations (tonnes CO2e) 171,101 175,150 164,135   Yes
Scope 3 GHG emissions (total) (tonnes CO2e) 53.826m 47.378m 32.901m   No
Purchased goods (tonnes CO2e 759,413 944,933 309,349   No
Capital goods (tonnes CO2e) 89,131 233,433 183,784   No
Fuel and energy related activities (tonnes CO2e) 38.304m 36.726m 22.926m   No
Upstream transport and distribution (tonnes CO2e) 56,888 12,684 9,801   No
Waste generated (tonnes CO2e) 2,337 2,803 12,740   No
Business travel in third party transport (tonnes CO2e) 6,676 5,017 5,189   No
Employee commuting (tonnes CO2e) 11,815 11,065 10,894   No
Use of sold products (tonnes CO2e) 14.596m 9.444m 9.444m   No
         
Managing Resources, Pollution and Waste
Total weight of Gypsum sold to customer (tonnes) 338,776 254,400 131,578   No
Proportion of Furnace Bottom Ash (FBA) sold (%) 98% 99% 99%   No
Proportion of Pulverised Fuel Ash (PFA) sold (%) 98% 92% 100%   No
Nitrogen oxide (NOx) emissions (kt) 21.2 19.1 8.8   No
Nitrogen oxide (NOx) intensity (ktNOx/TWh) (Generation only) 0.77 0.77 0.52   No
Sulphur dioxide (SO2) emissions (kt) 11.4 8.7 4.0   No
Sulphur dioxide (SO2) intensity (ktSO2/TWh) (Generation only) 0.40 0.35 0.19   No
Reportable environmental incidents (number) 12 14 14   Yes
Water use (cubic metre) (Generation only) 467m 609m 1,073m   No
Total hazardous waste (kt) 2.7 2.5 12.8   No
% hazardous waste recovered/recycled (kt) 73% 77% 15%   No
Total non-hazardous waste (kt) 33 60 135   No
% non-hazardous waste recovered/recycled (kt) 76% 88% 96%   No
Non-operational office waste (tonnes) 993 500 1075   No
% non-operational office waste recovered/recycled 80% 81% 99%   No

  

 

People, Governance & Finance Data Summary
People
Key Performance Indicator 2013 2014 2015 Notes Assured metric in 2015
Headcount 10,973 10,419 10,422   No
Employee attendance (%) 96% 96% 96%   No
Employee turnover (%) 13.4% 5.2% 7.4% The data for 2014 & 2015 does not include turnover due to redundancies. No
Lost Time Injury Frequency (LTIF) 1.96 2.17 2.62   Yes
Total Recordable Injury Frequency (TRIF) 3.81 3.20 3.67   Yes
Ethnic minority employees as a proportion of whole employee base (%) 12% 12% 13%   No
Female employees as a proportion of whole employee base (%) 38% 40% 40%   No
% of women in leadership roles 16% 17% 19%   No
Number of graduates entered on to our graduate recruitment scheme   40 33   No
Number of apprentices recruited to our customer service apprenticeship scheme 50 38   No
           
Governance
Key Performance Indicator 2013 2014 2015 Notes Assured metric in 2015
Number of cases reported through our whistle blowing channels 19 2 7   No
Number of penalties for non-compliance 1 1 2 Press release: April 2015 - Systems & process failure

Press release: November 2015 - Advanced electricity meters for business customers
No
     
Finance
Key Performance Indicator 2013 2014 2015 Notes Assured metric in 2015
Revenues (£m) £9,893m £9,141m £8,340m   No
Operating profit (EBITDA) (£m) £684m £700m £757m   No
Residential business profit margin (%) 4.23% 4.86% 4.98%   No
Investments (£m) £748m £720m £512m   No
Payment to Government  (£m) £479 £472m £503m   No
Employee benefits (£m) £431m £424m £432m   No
Customer accounts (m) 8.0m 7.8m 7.7m   No
Electricity sold (billion kWh) 49.8 45.6 40.7   No
Gas sold (billion kWh) 66.3 52.7 51.4   No
Electricity generated (billion kWh) 25.2 23.6 18.6   No