Corporate responsibility data reporting

View the data assurance guidance document here

Customer Metrics Data Summary
Residential Customers
Key Performance Indicator 2012 2013 2014 Notes Assured metric in 2014
Customer Satisfaction
Net Promoter Score (NPS) (Top-down)- residential customers -21 -20 2   Yes
uSwitch customer satisfaction major supplier position     1 New metric for 2014 No
uSwitch customer satisfaction supplier position (with all companies listed)     3 New metric for 2014 No
         
I pay too much for my energy
Number of residential customers using our residential Saving Energy toolkit 354,413 461,439   No
Total of residential customers disconnected for debt (gas & electricity) 196 292 10   No
       
It's difficult to get through to you
Average speed of answer for residential customers (ASA) (seconds)  119 152 167   Yes
% of residential customers registered for self-serve (based on customer accounts numbers)  26% 30% 37%   No
Website availability % 97% New metric for 2014 No
         
You don't do what you say you will and you're slow to respond
Number of complaints per 100 000 residential customers  11,947 13,083 14,062   No
% residential complaints resolved before the end of the next working day 93% 87% 77%   No
% residential complaints resolved within 8 weeks 97% 96% 94%   No
           
Paying should be easy and based on accurate information
Bill sent out on time- residential customers (%) 97% 96% 96%   No
Bill to actual read - residential customers (%) 60% 60% 60%   No
Number of smart meters installed in residential properties 96,161 82,661 92,027   No
           
You don't see things from my point of view
Customer listening sessions for residential customers     31 New metric for 2014 No
YourSay residential panel numbers     30,223 New metric for 2014 No
           
Small & Medium Business Customers
Key Performance Indicator 2012 2013 2014 Notes Assured metric in 2014
Customer Satisfaction
Net Promoter Score (NPS) (Top-down) - Small and medium business customers (6 months rolling) -24 -29 -22   Yes
         
I pay too much for my energy
Total of small and medium business customers disconnected for debt (gas & electricity)   683 New metric for 2014 No
       
I need help managing my energy use
Average speed of answer (ASA) (seconds) for small and medium business customers 48 40 47   Yes
% of small and medium business customers registered for self-serve (based on customer accounts numbers) 11% 13% 13%   No
Website availability % 97% New metric for 2014 No
Number of SME customers using our SME Energy toolkit     1200 New metric for 2014 
2014 was a pilot year for the toolkit, full rollout will take place in 2015
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 31,686 30,143 19,960   No
% of small and medium business complaints resolved before the end of the next working day 92% 86% 72%   No
% of small and medium business complaints resolved within 8 weeks 98% 95% 90%   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 (%) 95% 94% 94%   No
Bill to actual read - small and medium business customers (%) 53% 53% 52%   No
Numbers of smart meters installed in small and medium business properties 25,368 25,125 16,137   No
           
You don't see things from my point of view
Customer listening sessions for small and medium business customers     18 New metric for 2014 No
YourSay small and medium business panel numbers     1050 New metric for 2014 No
           
Large Energy User Business Customers
Key Performance Indicator 2012 2013 2014 Notes Assured metric in 2014
Customer Satisfaction
Net Promoter Score (NPS) (Top-down) - Large energy users business customers (6 months rolling) -8 -15   No
         
You don't see things from my point of view
Customer listening sessions for large energy users business customers     15 New metric for 2014 No

 

 

 

Community & Environment Data Summary
Community
Key Performance Indicator 2012 2013  2014 Notes Assured metric in 2014
Potential lifetime CO2 saved by customers through EE schemes (CESP/ECO) 6,400,000 3,100,000 3,600,000    No
Number of households supported through EE scheme 191,590 93,441 116,230   No
Total spend through Warm Home Discount obligations (£) £48.1m £52.9m £52.5m   No
Number of customers supported through social spend 280,000 330,000 370,000   No
Number of customers supported through industry initiatives 55,513 8,696 10,067   No
Community investments (£) £11.1m £8.2m  £5.4m   No
Community benefit funds (£) £285,528 New metric for 2014 No
Charity donations to E.ON Charity of the Year (£) £154,000 New metric for 2014 No
Number of hours of volunteering   2,362 New metric for 2014 No
Cold weather & winter payments to eligible Age UK customers (£) £4,06,294 New metric for 2014 No
Number of school children taken part in the E.ON Energy Experience education programme   9,330 New metric for 2014 No
           
Environment
Key Performance Indicator 2012 2013 2014  Notes Assured metric in 2014
Managing Our Own Carbon Emissions
Electricity generated by renewable sources (billion kWh) 1.40 2.80 3.83   No
% of electricity generated by renewable sources 4.7% 11.1% 16.1%   No
CO2 intensity from generating electricity (ktCO2/TWh) 631 563 543   No
Scope 1 GHG emissions (total) (tonnes CO2e) 21.3m 15.5m 13.5m   No
CO2 emissions from generating electricity (tonnes CO2e) 21.2m 15.4m  13.4m   No
Methane emissions from generating electricity (tonnes CO2) 9,443 8,392 7,259   No
N2O emissions from generating electricity  (tonnes CO2e) 75,000 56,928 46,646   No
CO2e emissions from gas consumption in buildings (tonnes CO2e) 1,492 1,787 1,204   No
CO2e emissions from company cars (tonnes CO2e) 4,913 4,056 2,974   No
CO2e emissions from commercial vehicles (tonnes CO2e) 9,946 8,494 9,742   No
CO2e emissions from refrigerant losses (tonnes CO2e) 678 510  122    No
         
Managing Our Indirect Carbon Emissions
Scope 2 GHG emissions (total) (tonnes CO2e) 244,762 196,732 195,576   No
CO2 emissions from electricity consumption in buildings (tonnes CO2e) 26,396 25,631 20,606   No
CO2 emissions from electricity consumption in power stations (tonnes CO2e) 218,366 171,101 175,150   No
Scope 3 GHG emissions (total) (tonnes CO2e) 45.207m 53.826m 47.378m   No
Purchased goods (tonnes CO2e 136,729 759,413 944,933   No
Capital goods (tonnes CO2e) 239,402 89,131 233,433   No
Fuel and energy related activities (tonnes CO2e) 31.780m 38.304m 36.726m   No
Upstream transport and distribution (tonnes CO2e) 15,636 56,888 12,684   No
Waste generated (tonnes CO2e) 2,808 2,337  2,803   No
Business travel in third party transport (tonnes CO2e) 4,139 6,676 5,017   No
Employee commuting (tonnes CO2e) 12,431 11,815 11,065   No
Use of sold products (tonnes CO2e) 12.997m 14.596m 9.444m   No
         
Managing Resources, Pollution and Waste
Total weight of Gypsum sold to customer (tonnes) 383,309 338,776 254,400   No
Proportion of Furnace Bottom Ash (FBA) sold (%) 98% 98% 99%   No
Proportion of Pulverised Fuel Ash (PFA) sold (%) 68% 98% 92%   No
Nitrogen oxide (NOx) emissions (kt) 29.2 21.2 19.1   No
Nitrogen oxide (NOx) intensity (ktNOx/TWh) (Generation only) 0.87 0.77 0.77   Yes
Sulphur dioxide (SO2) emissions (kt) 38.9 11.4 8.7   Yes
Sulphur dioxide (SO2) intensity (ktSO2/TWh) (Generation only) 1.16 0.40 0.35   Yes
Reportable environmental incidents (number) 10 12 14   Yes
Water use (cubic metre) (Generation only) 1,751m 467m 609m   No
Total hazardous waste (kt) 3.0 2.7 2.5   No
% hazardous waste recovered/recycled (kt) 56% 73% 77%   No
Total non-hazardous waste (kt) 51 33 60   No
% non-hazardous waste recovered/recycled (kt) 83% 76% 88%   No
Non-operational office waste (tonnes) 982 993 500   No
% non-operational office waste recovered/recycled 59% 80% 81%   No

  

 

People, Governance & Finance Data Summary
People
Key Performance Indicator 2012 2013 2014 Notes Assured metric in 2014
Headcount 11,628 10,973 10,419   No
Employee attendance (%) 96% 96% 96%   Yes
Employee turnover (%) 16.7% 13.4% 5.2% The figure for 2014 does not include turnover due to redundancies. No
Lost Time Injury Frequency (LTIF) 2.87 1.96 2.17   Yes
Total Recordable Injury Frequency (TRIF) 4.95 3.81 3.20   Yes
Ethnic minority employees as a proportion of whole employee base (%) 11.3% 11.9% 12.2%   No
Female employees as a proportion of whole employee base (%) 37% 38% 40%   Yes
% of women in leadership roles 14% 16% 17%   No
Number of graduates entered on to our graduate recruitment scheme   40  New metric for 2014 No
Number of apprentices recruited to our customer service apprenticeship scheme 50  New metric for 2014 No
           
Governance
Key Performance Indicator 2012 2013 2014 Notes Assured metric in 2014
Number of cases reported through our whistle blowing channels 17 19 2   No
Number of fines for non-compliance 1 1 1 On 16th May 2014 Ofgem announced its intention to impose a penalty of £12m on E.ON Energy Solutions ltd. E.ON agreed instead to make payments amounting to £12m across a group of vulnerable customers, including those who received Warm Home Discount payments. E.ON also offered compensation to affected customers. Accordingly the penalty was reduced to £1. This decision was confirmed on 2nd July 2014.

This settlement package was agreed with Ofgem as a result of the Ofgem investigation into E.ON’s selling practices which identified E.ON failed to have in place sufficient safeguards to ensure the appropriate selling of energy tariffs during the period of June 2010 to December 2013
No
     
Finance
Key Performance Indicator 2012 2013 2014 Notes Assured metric in 2014
Revenues (£m) 9,963m 9,893m 9,141m   No
Operating profit (EBITDA) (£m) 826 684 700   No
Residential business profit margin (%) 3.14% 4.23% 4.86%   No
Investments (£m) 1,258 748 720   No
Payment to Government  (£m) 299m 479m 472m   No
Payment to employees (£m) 487m 431m 424m   No
Customer accounts (m) 8.2m 8.0m 7.8m    No
Electricity sold (billion kWh) 49.4 49.8 45.6   No
Gas sold billion (kWh) 67.6 66.3 52.7   No
Electricity generated (billion kWh) 30.1 25.2 23.6   No