We strive towards a strong, successful, sustainable and secure workplace – with CR embedded across all levels in our business. This helps to ensure that employees feel highly valued, safe and secure, as was clearly demonstrated by the findings of our most recent Investors in People survey in May 2011.
We have also significantly improved our HS&E performance, with a 42% reduction in underground service strikes since 2009 and an accident frequency rate which has reduced by 70% since 2006. And as of 2012, we are now proud to have achieved 10 years of continual improvement in the reduction of reportable accidents.
The company takes personal development seriously, and we are continually rolling out new initiatives to improve the skills of our employees. One of these key initiatives is our Ambassador Training programme, which has been accredited by the Institute of Customer Service and focuses on helping our front line staff to provide a quality customer service experience. It was jointly developed with our water company customers and has been rolled out nationally, empowering front-line personnel to handle direct customer enquiries and to recognise the importance of their role in CR.