Stakeholder engagement

We can achieve far more when we work alongside others. To make this possible, we consider our key stakeholder groups when making business decisions.

In Carillion, we understand how important it is to engage with all those affected by our business, including employees, shareholders, customers, suppliers, and people living in the communities where we operate.

Engaging with them helps to build long-term relationships, opens a forum for constructive dialogue, and challenges us to improve the way we work. We try to wield our influence on social and environmental issues as a force for good through our advocacy.

Our stakeholder framework guides our approach by:

  • recognising the need for engagement
  • identifying relevant stakeholders and impacts
  • deciding on forms of engagement and recording the outcomes.

In developing and reviewing our 2020 sustainability strategy, we involved stakeholders wherever possible. The key issues upon which our six positive outcomes are based were identified by stakeholders in 2010.

Examples of how we connect with stakeholders are available as ‘committed to action’ stories throughout this report, with highlights given below.

In 2012, we launched Sustainability Talk & News (STN), an online platform inviting discussion and dialogue with leading industry commentators, within and outside Carillion, on key issues faced by the built environment.



Stakeholder group Examples of engagement Key 2012 engagement topics/initiatives
We have a dialogue so that we can listen to and discuss the views of our people, provide feedback and inform them of business decisions. Engagement improves motivation and morale, and helps us to create a safe and dynamic environment where people can perform at their best.
  • Our annual employee survey, The Great Debate, and focus groups to gather more qualitative feedback
  • Regular one-to-one meetings with line managers and supervisors
  • Ongoing internal discussion forums on our intranet
  • Monthly team discussions called Team Talks and environmental Toolbox Talks
  • People Forums where employees can express their views on business issues
  • Our employee newspaper, Spectrum, which reports on all the Group’s operations on a quarterly basis
  • Sustainability intranet with information on our strategy, policies, and case studies
  • Sustainability Week. A week dedicated every year to promote sustainability across the Group
  • Online training. Learning accessible to all
  • Promoted an online Knowledge Bank to share ideas and promote learning
  • Launched a number of training modules to implement our 2020 sustainability strategy, including Zero Waste, Sustainability Leadership Plan and Biodiversity
  • Held S Factor competition in all of our businesses with a cash prize to invest in sustainability initiatives
  • During Sustainability Week in June 2012 our people got involved in a wide range of volunteering and fundraising activities connected to our strategy themes
  • Held Values Week and ran our annual Values Awards

For more examples, see Our people and sustainability


Stakeholder group Examples of engagement Key 2012 engagement topics/initiatives
Understanding customer needs helps us to meet and exceed their expectations, which builds our reputation and helps us to win repeat business.
  • Our annual market perceptions survey, which includes sustainability questions
  • Collaborating with our customers on sustainability issues
  • Invitations to events such as our Sustainability Report launch and our S Factor Awards
  • Established a steering group to implement our ServExcel measurement tool, performance league tables and our Centre of Excellence for Customer Experience
  • Presented at ‘Meeting future challenges’, a sustainability event hosted by the Abu Dhabi Chamber of Commerce
  • Outlined our 2020 sustainability strategy to customers at the first Oman Corporate Social Responsibility and Sustainability Conference
  • Worked with Go Green to offer improved asset and waste management initiatives. The offer includes regeneration of office furniture and an office-moving service
  • Continued to hold monthly Customer Satisfaction Surveys to assess our performance throughout each contract

For more examples, see Customer satisfaction and feedback

Supply chain partners 

Stakeholder group Examples of engagement Key 2012 engagement topics/initiatives
Creating long-term, mutually beneficial partnerships helps us to increase the efficiency and reduce the costs of delivering high-quality services.
  • Our supplier accreditation form, which sets out the requirements for our supply chain in terms of safety and sustainability
  • Ongoing work with our supply chain to support our voluntary and community sector partners
  • Involving suppliers in our Sustainability Week
  • Suppliers participating in our S Factor Awards
  • Continued the Step Up programme to create value in the supply chain, streamlining internal processes
  • Held our annual Values Week
  • Encouraged our suppliers and subcontractors to attend onsite training and Toolbox Talks, and held regular supply chain workshops where we encouraged suppliers to engage on sustainability issues
  • Introduced the ‘Envelope initiative’, through which we train suppliers on envelope glazing, roofing, cladding, envelope brickwork and masonry. This ensures that installers are competent and understand their impacts, including management of waste
  • Distributed a questionnaire to our top 250 spending suppliers, globally, to identify sustainable solutions which we could then look to embed in our operations
  • Engaged suppliers through the Supply Chain Academy

For more examples, see Bringing our suppliers along on the journey.

Community members 

Stakeholder group Examples of engagement Key 2012 engagement topics/initiatives
Creating a positive, lasting legacy in the communities where we work helps us build our reputation and improve employee motivation.
  • Regular participation in community forums local to our operations
  • Interacting with local communities: we set up local Community Engagement Plans that identify the positive contribution Carillion can make to the area, and appoint community liaison officers, helping us to fully understand and manage our impacts on our local communities
  • Making local communities aware of our contracts and progress through consultation or leaflets distributed locally
  • Developing and trialling the Community Needs Plan, a new tool to enable contractors to adopt a systematic approach to understanding the needs of a local community, and to ensure that Carillion uses its resources effectively to respond to community priorities
  • Donations to charitable causes through the Group Appeals Committee, including our very popular Employee Nominations Fund which donated £50,000 to 100 charities in 2012
  • Continued to develop a Community Needs Plan (CNP) as part of our 2020 sustainability strategy. The CNP will help Carillion adopt a systematic approach to understanding the needs of local communities, ensuring that we use our resources effectively and develop our services to respond to community priorities
  • Had a milestone year for our homelessness initiatives with Business Action on Homelessness
  • Provided work placements for 19 students through the Green Deal
  • Hired 492 people through our Jobcentre Plus partnership
  • Ran construction courses for university students in Egypt
  • Delivered six courses to 78 marginalised young people via The Prince’s Trust
  • Employees across the world volunteered for charity – for example, employees in Qatar refurbished a centre for special needs: in Canada people gave time and food to a food bank; employees volunteered for Wildlife Trusts in the UK and helped Time to Shine attract disabled children into sports in the run-up to the Paralympic Games 2012

For more examples, see Supporting sustainable communities.


Stakeholder group Examples of engagement Key 2012 engagement topics/initiatives
Building relationships with Regulators helps us keep abreast of the Regulatory environment and influence policy developments that impact our business.
  • Regular consultation with key government policymakers and influencers on sustainability issues and best practice
  • Ongoing work with politicians to raise awareness of our community engagement and commitment to sustainability
  • Responding to government consultation requests
  • Produced constituency reports for a range of politicians, highlighting Carillion’s corporate responsibility impact in that particular constituency
  • Continued our membership of the All Party Parliamentary Climate Change Group and the All Party Parliamentary Group on Corporate Social Responsibility
  • Engaged with politicians across all political parties in the UK through individual briefings, attendance at political party conferences and constituency, Westminster and devolved nation events
  • Engaged with the Abu Dhabi Urban Planning Council on the development of Estidama
  • Discussed our 2020 sustainability strategy with the British Embassy in the UAE

For more examples, see Advocacy and influence. You can also visit Sustainability Talk & News (STN) – our online platform that invites discussion on key issues faced by the built environment.

Industry bodies 

Stakeholder group Examples of engagement Key 2012 engagement topics/initiatives
Collaborating with industry professionals helps us to set sector-wide standards and extend the impact of our sustainability efforts; enhancing our reputation as a leading responsible business.
  • Ongoing membership and affiliations in numerous industry bodies.
  • Ray Wilson, Director, Carillion Training Services, was part of the Construction Industry Training Board (CITB) – ConstructionSkills – to represent the UK Contractors Group (UKCG), of which Carillion is a member
  • Became one of the first companies to sign up for the Social Mobility Compact, which aims to widen access to career and training opportunities
  • Adam Green, Managing Director, Carillion Construction, is an active member of the Green Construction Board Infrastructure Working Group

For more examples, see Advocacy and influence. You can also visit Sustainability Talk & News (STN) – our online platform that invites discussion on key issues faced by the built environment.

NGOs, sustainability organisations and advisors  

Stakeholder group Examples of engagement Key 2012 engagement topics/initiatives
Sharing best practice helps us to develop sustainability within our business and beyond.
  • Soliciting the opinions of our two external sustainability advisors, Jonathon Porritt and Dame Julia Cleverdon
  • Participating in the Waste and Resources Action Programme (WRAP) and Environment Agency meetings
  • Submitting information on our sustainability performance to socially responsible investment funds and indices
  • Communication with NGOs, for example WWF-UK Forest and Trade Network meetings
  • Tom Robinson, Carillion’s Chief Sustainability Officer, attended the first meeting of the WRAP Facilities Management Strategy Group in August 2012. The industry-wide group aims to explore new ways of doing business that use fewer resources – reducing costs and environmental impact
  • Our Chief Executive Richard Howson is a member of the Confederation of British Industry (CBI) Construction Council, which ensures the industry is heard by government and regulators, as well as within the CBI
  • Supported Business in the Community programmes such as Business Action on Homelessness, Business Class and Rehabilitation of Offenders, and continued our membership of the Mayday Network tackling climate change

For more examples, see Advocacy and influence. You can also visit Sustainability Talk & News (STN) – our online platform that invites discussion on key issues faced by the built environment.


Stakeholder group Examples of engagement Key 2012 engagement topics/initiatives
Providing shareholders with clear, honest information to support their investment decisions helps build their trust and shows that we are managing our business responsibly.
  • Making financial and shareholder information publicly available on our website and in our shareholder and corporate communications, including our Annual Report and Accounts
  • Our Annual General Meeting
  • Shareholder resolutions
  • One-to-one meetings with shareholders
  • Meetings with our Director of Group Corporate Affairs or our Chief Sustainability Officer for those shareholders with a particular interest in sustainability
  • Ad hoc communication with shareholders and roadshows
  • Reviewed our strategy and policy decisions with our Socially Responsible Investors during our annual conference call
  • Communicated validated highlights of our sustainability performance to shareholders, and other financial stakeholders, through our Annual Report and Annual General Meeting
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