We have a wide range of stakeholders who take an interest in the way we do business. The following table provides 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 in the responsibility pages of our corporate website.

ThemeAreaMeasureData metricFurther information
ShareholdersCompliance2016 UK Corporate Governance CodeCompliantDirectors' report – statutory and other information
Dow Jones Sustainability IndicesWorld IndexOur performance - in a responsible manner section
CustomersComplaintsTotal number of domestic customer complaints7,007Our performance - best service to customers section
Average speed of complaint resolution3 daysOur performance - best service to customers section
FinesDrinking Water Inspectorate (DWI) fines2
(£150,000 and £50,000)
Related to two drinking water incidents at Sweetloves water treatment works in 2015
DigitalNumber of customers using online services – My Account860,648Our performance - best service to customers section
Customer assistanceNumber of customers assisted by Priority Services74,505Our performance - best service to customers section
Customer water efficiencyTotal customer water savings from measures promoted by United Utilities4.43 Ml/dOur key resources section
EnvironmentCarbon and energyCarbon footprint167,856 tCO2eDirectors' report – energy and carbon
Energy used976 GWhDirectors' report – energy and carbon
WasteTotal waste694,846 tonnesResponsibility pages of our website
Waste to beneficial use96%Responsibility pages of our website
LeakageTotal leakage at or below target of 462.65 Ml/dMet targetAnnual Performance Report published in July
FinesNumber of incidents resulting in fines0Our performance - in a responsible manner section
Enforcement undertakings5
(£1.5m)
Our performance - in a responsible manner section
Natural capitalNumber of trees planted on catchment land27,190Responsibility pages of our website
No net loss of biodiversity across capital programme100%Responsibility pages of our website
EmployeesEmployee engagementOverall employee engagement81%Our performance - in a responsible manner section
Percentage of employees with trade union membership*45%Our key resources section
Workforce profile83% White 2% BAME15% Non-disclosed65% Male35% Female<1% Disability (including long-term health conditions)
Gender pay reportingMean gender pay gap13.1%Gender Pay Report on our website
Median gender pay gap15.3%Gender Pay Report on our website
Employee developmentAverage number of days of training per FTE per year3.57 daysOur performance - in a responsible manner section
Health and safetyEmployee Accident Frequency Rate (per 100,000 hours)0.152Our performance - in a responsible manner section
Contractor Accident Frequency Rate (per 100,000 hours)0.092Our performance - in a responsible manner section
SuppliersPayment statisticsAverage time taken to pay invoices25 daysSuppliers pages of our website
Suppliers paid on time98.57%Suppliers pages of our website
CommunitiesCharityMatch funding to charity through employee efforts£157,046Responsibility pages of our website
Community investment (LBG data)How investment was made:
Cash£2,717,856Time£52,409Management costs£161,214Total £2,931,479
Type of support:
Charitable gift£159,545Community investment£2,610,719Commercial initiative £0
Employee volunteeringNumber of hours' employee volunteering2,620Responsibility pages of our website

*Based on employees who pay their union subscriptions via their payroll.