13013_CRreport09_1_13.qxp:Layout 1 - Mitie

MITIE Group PLCCorporate Responsibility Report 2009thinkmanagedeliver

Group profileWe’re the strategic outsourcingand asset management company.What does that mean?Providing everything from strategicconsultancy, to facilities and projectmanagement, to world-class deliveryon the ground.We work with our clients in three ways:– Strategy and consultancy– Facilities and project management– Service deliveryIn other words we:Think:Our Corporate Responsibility (CR)strategy is fully integrated into ourlong-term mission to responsibly deliverquality services, opportunity for ourpeople and sustainable growth.Manage:Our CR activities draw on professionalsfrom across the whole MITIE Group witha diverse range of skills, qualificationsand experience. Together they bringa wealth of good ideas on how we canact responsibly, and deliver sustainablyto our stakeholders.Deliver:At MITIE it’s everyone’s responsibilityto support and contribute to our CRobjectives; working hard to improvetheir surroundings, and upholding ourreputation as a world-class businessdelivering world-class services.Our success is built on thededication and passion of ourpeople supported by our sustainableand ethical business model:RevenueProfit before taxListed on the London Stock ExchangeNumber of employeesOrder book

MITIE Group PLCCorporate Responsibility Report 2009Overview01ContentsOverviewChief Executive’s welcome 02CR highlights 2008 03How we set priorities 04Stakeholders’ engagement strategy 06PeopleIntroduction 08Approach and achievement 10Data, measures and analysis 13Service deliveryIntroduction 14Approach and achievement 16Data, measures and analysis 17EnvironmentIntroduction 18Approach and achievement 20Data, measures and analysis 23Health and safetyIntroduction 24Approach and achievement 26Data, measures and analysis 27CommunityIntroduction 28Approach and achievement 30Data, measures and analysis 32Visit our website to download a copy of thisreport and access our expanded BITC CRIndex performance statistics and GRI Index.mitie.co.uk/cr

02MITIE Group PLCCorporate Responsibility Report 2009Chief Executive’s welcome“Our commitment to CR remainsundiminished and undeterred despitethe challenging global economicsituation. CR is a key differentiator for us.Our commitment to, and delivery of ourCR strategy is not only part of being aresponsible organisation – it makes soundbusiness sense too.MITIE’s CR initiatives and achievementshave only strengthened our reputationas an attractive, ethical and moralbusiness partner to both the publicand private sector. MITIE endorses theBusiness for Social responsibility definitionof Corporate Responsibility (CR) as;‘achieving commercial success in waysthat honour ethical values and respectpeople, communities, and the naturalenvironment.’ Adopting this holisticapproach and the consultation we havewith our various stakeholders guides ourstrategy and helps us to establish ourshort- and long-term priorities and targets.This year we’ve successfully retained ourSilver status in the Business in the Community(BITC) CR Index model with an overall scoreof 81.5%. The focus on enhancing the skillsof our people and evolving our businessto meet the changing demands of ourstakeholders, continues to open up excitingnew markets and opportunities for MITIE.”Ruby McGregor-SmithChief ExecutiveCR is a key differentiator for us andour commitment to, and deliveryof our CR strategy is not only partof being a responsible organisation,it makes sound business sense.

MITIE Group PLCCorporate Responsibility Report 2009Overview03CR highlights 2008Listed in the FTSE4GoodIndex 200951% increased volume of Fairtradesales to our clients66% of our vegetable cookingoil reprocessed into bio-diesel£3,463,297 investedon training coursesFinancial Times Top 100 Companiesthat Count 2009 – Silver category42% of workforce are female100% of business operations certifiedto ISO:9001 & BS OHSAS 18001BITC Corporate Responsibility Index 2009150 low CO2 emission, fuel efficientvehicles purchased390 people trained in a recognisedIOSH course for managing healthand safetyWe achieved two BITC Big TickRe-accreditation Awards 2009458 days spent volunteeringfor local charities and initiativesBig Tick re-accreditation343 apprentices employedacross our three divisions

04MITIE Group PLCCorporate Responsibility Report 2009How we set prioritiesAt MITIE, we know that our clientsexpect us to add value to ourservices by implementing initiativesthat complement their own CR agenda.We don’t see these commercialdrivers as an additional burden,but rather as an opportunity for usto demonstrate the added value thatour services bring to our clients.We’re committed to taking astructured approach to managingCR at MITIE. This allows usto focus on the social, ethicaland environmental factors,opportunities and risks that affectour business, and to ensure theyare efficiently managed.MITIE’s CR strategy is implementedat every level of our organisationusing the five pillars of :PeopleService deliveryEnvironmentHealth and safetyCommunityTalk to us!Do you have a question on our CR activities?Email us at: cr@mitie.co.ukSuzanne BaxterGroup Finance DirectorFocus: CR sponsor on our Board of DirectorsWhy is CR important to MITIE?Responsible business practice is core toour strategic aim of delivering sustainableprofitable growth. Acting responsiblyand consciously adopting a structuredapproach to CR is the right thing to do forMITIE. Clearly, there are moral and ethicaldrivers that tell us that this approach is right,but critically, we believe this is the rightthing to do for commercial reasons.Further, it also ensures that we haveclearly communicated the way in whichwe want to conduct our business toour people internally, as well as to ourextensive external stakeholder group –from our clients and shareholders,to the public and local communities.A responsible business is a sustainablebusiness and it is no surprise to us thatour continued growth and success isaligned with our corporate responsibilityperformance. A sustainable businesshas to anticipate and address thevarious challenges and drivers affectingits operations. We have been able tobalance our continued growth andcommercial success by making a positivecontribution to society through ourcommunity investment, and by makingsignificant efforts to mitigate the effectthat our business has on the environment.Will the current globaleconomic downturn affectMITIE’s commitment andinvestment to CR?These certainly are challenging times butour commitment and investment to CRremains focused on commercially relevantactivity that contributes to the Group’sstrategic objectives. In particular, we arefocused on those areas that affect ourpartnerships and relationships with keystakeholders, including our people whowill underpin our continued success.

MITIE Group PLCCorporate Responsibility Report 2009Overview05Joanne BaconGroup Human Resources DirectorFocus: Overall responsibility for CRWho is responsible for CRin MITIE?Although it sounds like a bit of a cliché,I genuinely believe that all our peoplehave an important part to play in runningthe Group in a responsible manner.While we have CR professionals operatingthroughout the business and a clear strategyand policies surrounding our CR aspirations,unless those ideals are reflected in ourday-to-day behaviour then they have littlerelevance to our clients, our communitiesand to the organisation we represent.Ruby McGregor-Smith, our Chief Executive,has ultimate responsibility for our approachto CR and she is supported in this role byour Executive Board, which comprises theGroup’s functional specialists, includingmyself and Suzanne Baxter, as well as theremaining Executive Directors and thesenior directorate from our three divisions.Does MITIE contribute to thenational CR agenda?We certainly do – Ruby is Chair of Racefor Opportunity and Suzanne is anAdvisory Board member of OpportunityNow, the race and gender diversitycampaigns of Business in the Community(BITC). Our Corporate ResponsibilityManager Stephen Barthorpe is also activelyinvolved promoting CR with BITC andsustainable development forums withinthe Business Services Association and BritishQuality Foundation, as well as publishingacademic papers on CR. Our EmploymentRegeneration Director, Jane Jamesalso represents MITIE on the All PartyParliamentary Group for CR.Stephen BarthorpeGroup Corporate Responsibility ManagerFocus: Development of CR strategy,polices and proceduresWhat is MITIE’s CR strategy,and how effective is it?Our CR strategy is based around a businessmodel with a focus in five areas; Health andsafety, People, Service delivery, Environmentand Community. For the last four years wehave used the Business in the Community CRIndex as a management and reporting toolto measure our performance. I’m pleasedto say that each year we have madesignificant progress and we are currentlylisted in the silver category of ‘Top 100Companies that Count’ survey published inthe Financial Times, in which we have beenlisted for the last three years. I am pleasedthat our CR achievements have beenrecognised nationally and I see CR as beingone of MITIE’s key business differentiators.How does MITIE implementits CR strategy?We have a CR Champions Forumof around forty people throughoutthe UK, utilising a diverse range of skills,qualifications and experience acrossthe Group. We have experts in healthand safety, employability, procurement,environment, diversity and communityengagement who all contribute tothis activity and the achievement ofour strategy.Each year MITIE’s Executive Boardreviews and authorises the CR strategy,objectives and targets. Our CR professionalsand CR Forum are then responsible fordelivering the programmes and activitiesacross the Group to achieve theseobjectives and targets.Jane JamesEmployment Regeneration DirectorFocus: Employability and Real Apprentice schemeWhat is your role?There isn’t a standard day, but I work intwo core areas; the first is employabilityprogrammes such as the Real Apprenticescheme which mentors and supportsunemployed, disadvantaged peoplefrom all backgrounds into permanentsustainable work with MITIE, our clientsand supply chain. I also co-ordinatesome of MITIE’s ‘World of Work’ eventsin schools that help students improvetheir employability skills. The secondcore area of my role is representingMITIE on employability issues with Centraland Local Government, which includesworking with members of the Houseof Lords and the House of Commons.Why does MITIE get involvedin employment regeneration?MITIE’s ethos is to enable people toachieve their full potential. EmploymentRegeneration is one proven tool wherewe can support those who need help inthe local communities we work in. There isa very real business case for MITIE to beinvolved in Employment Regeneration.Through the Real Apprentice programmeMITIE has saved in excess of £250,000 inrecruitment costs since the programmebegan in October 2005.

06MITIE Group PLCCorporate Responsibility Report 2009Stakeholders’ engagement strategyOur strategy is to deliver valueto all our stakeholders includingour shareholders, investors, clients,people and the wider community.We have an uncompromisingcommitment to deliver value toour clients by providing them withquality services, and demonstratingresponsible business practiceto enhance our relationships.We also take measures tominimise and mitigate the impactthat our business has on thenatural environment and workwith our clients and suppliersto improve their environmentalperformance too.Stakeholder groupPeopleSuppliersClientsInvestors and shareholdersSocietyVisit our website to get more information:mitie.co.uk/cr

MITIE Group PLCCorporate Responsibility Report 2009Overview07How we engage– We treat our people with respectand are passionate about providingopportunities to help them reachtheir full potential. We achieve thisby delivering extensive training anddevelopment programmes and offeringan experienced support network.How we respond– Our Employee Forum provides the platform for dialogue and consultationbetween elected employees and the main Board.– MITIE’s award-winning internal communications inform employees abouta wide range of key business initiatives, events and reward schemes.Our publication MITIE Life is sent to every one of our 50,000+ people andactively encourages them to contribute and feel part of the MITIE community.– A comprehensive intranet is also available and covers all aspects of the business.– A whistle-blowing facility is in place to deal with any issues requiring investigation.– MITIE engages with key suppliersand subcontractors via our SupplierImprovement Programme to promotemutually beneficial trading relationshipsbuilt upon trust, ethical businesspractices and cooperation.– Our Sustainable Procurement Forum,which comprises of procurement andCR specialists, promote best practicewith our key suppliers.– We undertake reviews with our key suppliers to ensure that they are alignedwith our CR principles and standards and also help them to promote social,environmental and ethical accountability within their own supply chain.– We see our suppliers as partners and work with them in delivering quality servicesand in promoting business opportunities and sustainable growth.– We engage with our clients formallyand informally. Formal clientsatisfaction surveys are undertakenas well as regular account meetingsand performance reviews.– Informal engagement with clientsincludes joint participation in MITIE’semployee volunteering communityprojects.– Regular account meetings and performance reviews with our clients enableus to monitor and manage our relationships and service levels.– Our Real Apprentice employability programme, offering training andemployment opportunities has been successfully supported, and in somecases replicated, by our clients for a number of years.– We communicate with our investors andshareholders in several ways. The mostvisible of these are through our Investorroad shows, AGM, Annual Report andAccounts, our CR reports and throughour website www.mitie.co.uk– We also respond directly and indirectly to investors and shareholders via surveysand information about MITIE that is held by investment analysts and CR researchdata bases compiled by FTSE4GoodIndex, EIRiS and PIRC.– We’re seeing increasing interest in our CR credentials from our shareholders,and have held a number of meetings with our shareholders’ ethical investmentand CR teams.– We believe in demonstrating ourreputation as a responsible businessby putting something back into themany communities where we work.Our main community investmentactivities include providing supportfor schools, appropriate charitiesand third sector organisations.– We have responded to the construction skills shortage by creating sevenSkills Centres in schools throughout the UK where around 460 students arecurrently studying vocational certificates and diplomas.– Our employee volunteering programme focuses on providing ‘World ofWork’ challenge days that prepare the students for their work experienceand future careers.

08MITIE Group PLCCorporate Responsibility Report 2009PeopleMITIE is dedicated to implementinga comprehensive and proactivepeople strategy with policies toensure that all employees are treatedequally, fairly, and in a responsiblemanner. We’re committed toproviding an environment thatenables our people to reach theirfull potential.Our people priorities, within our CR strategyalign with MITIE’s founding philosophy thatwas established over two decades agoto create opportunities and provide theright environment to enable our peopleto reach their full potential. We achievethis by providing appropriate trainingand learning development support forall levels of employees via structureddevelopment programmes.Our talent management strategy is alsoinfluenced by external commercial driversto ensure that we provide the world-classservice our customers expect.At MITIE, we make a significant investmentin the training and career developmentof our people and offer a comprehensiverange of courses linked with nationallyrecognised programmes. These rangefrom NVQ literacy and numeracyqualifications via our Skills Pledgecommitment, cultural awareness anddiversity training to a wide range oftechnical and professional qualificationsto make sure that our people are fullycapable of meeting the challengesthey face at work.What is our objective?To provide opportunities and the rightenvironment to enable our people todevelop to their full potential.How are we going to achieve it?1. We will continue our Skills Pledgecommitment to offer access toSkills for Life and other learning anddevelopment opportunities withinour Talent Management programmeto all of our employees;2. Deliver eight CR Awareness trainingseminars for employees by April 2010;3. We will deliver a suite of bespokediversity training courses to ourpeople by April 2010 including;seven managing and valuing diversitycourses, three diversity in bids courses,and at least two recruitment andselection programmes that havean emphasis on disability; and4. During 2009 we will run a pilotemployability programme inconjunction with Wellness to Working,London based on our successful RealApprentice model for people with mildto moderate mental health issues.How we measure our progress%For the third successive year we haveimproved our management retentionrate, retaining quality people to deliverworld-class service for our clients.91.492.0 93.0Visit our website to get more information:mitie.co.uk/crNotmeasured20062007 2008 2009

MITIE Group PLCCorporate Responsibility Report 200909PeopleThe Real Apprentice schemeThinkThe long-term success of any business comesdown to having the right people for the right joband opening up opportunities for all. By investingin our people, we’re investing in our future. A keypart of our Talent Management programme is ouraward-winning Real Apprentice scheme whichhelps take away the barriers to employmentfaced by young people from disadvantagedareas. In the last four years the scheme has wonprestigious Business in the Community Big TickAwards for Excellence, the 2006 PFM Partnerswith People Award and the Greater LondonTraining Award.ManageBy working with the East London Business Alliance(ELBA) and a number of clients in the financialand professional services sector including ourclient PricewaterhouseCoopers LLP (PwC),our Real Apprentices all aged between 17–25,are each given 12 weeks of training and workexperience on one of MITIE’s contracts. At theend of the 12 week period, the apprentices areguaranteed an interview for a full-time job aftersuccessfully completing the full course.DeliverSince October 2005, 78 people have securedpermanent roles with MITIE and our clients directlythrough the Real Apprentice scheme which hasan 80% retention rate after six months’ employment.The scheme’s successful model has now beenimplemented by PwC who have also facilitated ajoint venture Real Apprentice programme with someof their other suppliers. In 2009/10 we plan to adaptthe programme to more diverse participants acrossLondon. Working in partnership with specialistorganisations from the fields of mental health todisability, we hope to run tailored programmesacross our business to ensure an equal and diverseopportunity for all members of our communities.Real Apprentice graduates Shazmin Begum,Jamil Ahmed and James Day“The long-term success of anybusiness comes down to having theright people for the right job andopening up opportunities for all.”

10MITIE Group PLCCorporate Responsibility Report 2009Talent managementEmployee development and training isessential for us to maintain our competitiveedge in our challenging market sectors,and MITIE offers a comprehensive rangeof career and personal developmentprogrammes. In 2008/09 we spent over£3.4m on training courses, providingover 35,134 delegate days across445 different courses, which averages outat 4.2 hours training for every employee.Our training centre at Frimley Green,Surrey was used on 200 days during thesame period, hosting training coursesand meetings for over 2,604 people,including six Corporate ResponsibilityAwareness seminars.Skills pledgeIn our CR report 2008 we reported ourcommitment to the UK Government’sSkills Pledge. Over the past year we’veestablished a dedicated Skills Pledge teamdrawing on the knowledge and expertiseof our HR, Training, and Communicationsspecialists. The team have developed theframework, established the relationships,and implemented the policies to offerour people some excellent learning anddevelopment opportunities.MITIE’s Facilities Management divisionis the first to implement the Skills Pledge.Working in conjunction with our deliverypartner Jigsaw Training, we now offer ourpeople a number of Skills for Life coursesto help them improve their Maths andEnglish skills, as well as gain access toNational Vocational Qualifications (NVQs)and apprenticeships.Our challenging target is to deliver8,700 National Vocational Qualificationsby 2012. The investment brings with ittangible business benefits as we enhancethe literacy, numeracy and employabilityof our people, and in turn improve thelevels of our service delivery and clientsatisfaction levels.Diversity and equal opportunitiesMITIE respects the rights of its peopleand those of our stakeholder partners byendorsing the tenets of the InternationalLabour Organisation Declaration onFundamental Principles and Rightsat Work, and the Ethical Trading Initiative‘Base Code’. Our investment andcommitment to equality and diversityhas increased significantly during thepast year. We have continued to developnew initiatives and training opportunitiesto support our people.We’ve also invested in a new e-learningpackage for equality and diversity tosupport our diversity training across thebusiness. The package is accessed viaour intranet. We’re also running courseson Managing and Valuing Diversity acrossthe UK.Our work has not gone unnoticed.We have recently attracted fundingfrom the Women and Work Commissionvia Construction Skills for our women’slearning and development activities.The commission was impressed with ourofferings across all three of our divisions.Opportunity NowWe remain committed to the work ofOpportunity Now, the BITC gender diversitycampaign of which our Group FinanceDirector Suzanne Baxter in an advisoryBoard member. We were delighted tohave attained a Silver standard in thecampaign’s recent gender benchmarkingexercise. The result reflects the goodpractice undertaken around our businessand improvement on our previousachievements. At Board level 50% ofour Executive Directors are female andwe are committed to the developmentof our female talent base in the future.Working Links ScotlandIn the past 18 months Working LinksScotland has developed an excellentrelationship with MITIE’s security businessin Scotland. The relationship hasproduced outstanding results andcreated many job opportunities forpeople looking to get back to workin Scotland. Working Links has recentlyplaced their 100th client with MITIEwhich is a fantastic achievement.Moving people into work throughLocal Employer Partnerships has beenparticularly successful and MITIE andWorking Links received an awardfor ‘best practice in recruitment’at an evening of celebration andpresentation organised by Job CentrePlus on 12 March 2009 in Glasgow.

MITIE Group PLCCorporate Responsibility Report 200911PeopleSalaried employee seniority based on salary band; gender profileGender/Salary 100KMale 1,313 2,727 576 168 71 41Female 1,871 1,070 86 17 9 6Salaried employee seniority based on salary band; ethnicity profileEthnicity/Salary 100KWhite 2,008 2,063 323 98 39 30Black Asianand Minority Ethnic 92 109 14 1 0 1Ethnicity not disclosed 1,084 1,625 325 86 41 16We started recording the ethnic origin of our people in 2006 so the majority of ‘ethnicity not disclosed’refers to people employed before 2006.MITIE Stars AwardsOur MITIE Stars Awards recognisepeople who show true passion fortheir work, going above and beyondthe call of duty. The winner of ourfirst annual MITIE Stars award wasannounced in September 2008,and the lucky lady to take homethe £15,000 first prize was Jan Roe.Jan works for our cleaning businessas a Site Manager at ChesterfieldCollege and has been with MITIEsince August 2006.Supporting disabilityAs part of our commitment to supportingthose with disability, MITIE has acomprehensive Occupational Healthservice provided by Managed OccupationalHealth Limited. We realise that it is onlythrough having access to such a serviceand implementing it correctly that disabilitycan be robustly identified and supportprovided as required.In 2008/09 MITIE began working withRemploy, one of the UK's leading providersof employment services and employmentto people with disabilities and complexbarriers to work. Our relationship continuesto develop as we look to break downthe traditional barriers to enteringthe workplace.A key building block of our peoplestrategy for 2009/10 is conducting a fullreview of how MITIE can recruit, retainand support employees with disabilities.This process demonstrates that we’redetermined to ensure we have the rightpolicies and procedures in place tosupport MITIE people with disabilities.In doing so we will:– Set a clear vision for supporting existingand future employees with disabilities;– Establish our strategic goals for disabilitymanagement;– Publish a disability action plan; and– Regularly monitor our performancein disability management.RemployMITIE’s Joe Fryer, who lives in Toxtethand has curvature of the spine worksfor our cleaning team at QueenSquare bus station in Liverpool citycentre. Joe is one of seven MITIEpeople in the city who’ve foundemployment through our relationshipwith Remploy.Communication is key to the successof our plan and in the first half of 2009/10we’ll be assessing the accessibility andusability of our internal and externalcommunications tools, and wherenecessary engaging with specialistagencies to help us optimise their formand content for existing and prospectiveemployees with disabilities.

12MITIE Group PLCCorporate Responsibility Report 2009[Skills Commission reporton Apprenticeships]On 18 March 2009, David Edwards,an apprentice engineer in MITIE’sAsset Management division made aspeech to an audience comprising ofsenior business leaders, and membersof the House of Lords and the Houseof Commons during the launchof the Skills Commission report onApprenticeships. The event in Londonwas hosted by Barry Sheerman, MP forHuddersfield, Chair Skills Commissionand Chair of the Children, Schools andFamilies Committee.Race for OpportunityRace for Opportunity (RFO) is Businessin the Community’s workplace programmethat focuses on race equality. It representsa growing network of private and publicsector employers who recognise thatworking proactively on race and culturaldiversity can have a positive impacton business performance in terms ofincreased efficiency and productivity.Our commitment to the programmecomes from the very top of our organisationas MITIE Chief Executive Officer RubyMcGregor-Smith is the Chair for Racefor Opportunity.“With MITIE’s invaluable leadership andcontribution we are positive that we willcontinue to set the stage for race equalityand progression in the UK.I believe that MITIE should continue to becommended and recognised for theirleadership and for the outstanding workthey have done with young people toincrease their skills through apprenticeshipsand partnerships with schools.”Sandra KerrCampaign DirectorRace for Opportunity campaignWorkplace summary 2009Gender Male Female TotalEthnic29,871 21,615 51,48658% 42% 100%Ethnicity notOrigin* Bangldeshi Chinese Pakistani White Black AC Indian Other disclosed Total108 38 579 18,728 702 707 3533 27,091 51,4860.21% 0.07% 1.13% 36.37% 1.37% 1.37% 6.86% 52.62% 100%Age notAge 70 years disclosed Total1,471 10,246 10,586 12,656 10,282 4,883 859 503 51,4862.86% 19.90% 20.56% 24.58% 19.97% 9.48% 1.67% 0.98 100%Service 20 years Total25,656 14,160 7,482 3,488 700 51,48649.83% 27.50% 14.53% 6.78% 1.36% 100%* We have recorded the ethnic origin of our people since 2006.These percentages represent 24,395 (47.4%) of our total 51,486 people as at 30 March 2009.

MITIE Group PLCCorporate Responsibility Report 200913PeopleHow we performedObjective:To provide opportunities and the rightenvironment to enable our people to developto their full potential.Previously reported as ‘Workplace’Key:AchievedOngoingNot achievedTargets 2008/091We will expand our ‘Skills for Life’initiative and commit to delivering8,700 NVQ’s over the next three years;How we performedContract signed with Learning Skills Council on 24 November 2008 andassessment and individual learning plans being developed for our Securityand Cleaning businesses.2We will demonstrate our commitmentto diversity in the workplace byissuing an Equality and Diversitypolicy statement, quality proofingour existing policies and proceduresand raising awareness in ourworkforce by April 2009;Equality & Diversity Policy published. Equality-proofing of existing policies andprocedures is ongoing with Equality Works consultants. 769 people havecompleted the online E&D training course.3In partnership with Opportunity Nowwe will undertake a benchmarkinggender survey and put togetheran action plan to address areasfor improvement by April 2009;The Opportunity Now benchmarking gender survey was submitted and achieved‘Silver’ status. An action plan will now be developed from a gap analysis of theOpportunity Now feedback report to identify areas for improvement for 2009/10.4We will run two new RealApprentices programmes,offering 68 training placementswith our clients during 2008.Two Real Apprentice programmes were run although 15 placements wereunfilled due to applicant funding and eligibility issues with our community partner.CR Index 2008 –workplace managementWe outperformed the other CR Index participants in three of the four areas,scoring a maximum 100% in two of them. There is room for improvement howeverin two of the areas (Q36) Corporate Commitment and Disclosure and (Q37)Integration for us to focus on during 2009/10.Workplace management %MITIE Group PLCSupport Services SectorAll Sector Index69.086.083.081.0100.097.071.068.094.0100.095.090.0Corporatecommitmentand disclosure(Q36)Integration(Q37)Employeeprogrammes(Q38)Measuringandmonitoring(Q39)To get a full overview of all of ourperformance data visit our website:mitie.co.uk/cr

14MITIE Group PLCCorporate Responsibility Report 2009Service deliveryMITIE is committed to proactivelydeveloping mutually beneficialtrading relationships andpromoting corporate responsibilitywith our commercial stakeholders,based upon a foundation of trustand cooperation.Our CR strategy for service deliveryis driven by our desire to providea world-class service and continuallyenhance our relationships with ourclients and supply chain stakeholders.This strategy provides the platform forbusiness improvement initiatives thatare identified in our four specific targets.Through our CR activities we have beenable to add significant value to ourcommercial services by supporting ourclients’ own CR agendas. This has provento be mutually beneficial in enhancingour business relationships, and developingcloser links with the communities in whichwe operate.We strive for continuous improvementand by linking our CR activities with someof our supplier partners we are able toreinforce up-stream accountability withinthe supply chain. Our employee volunteerprogramme has also benefited from theparticipation of our clients and suppliers.What is our objective?To demonstrate responsible businesspractice and enhance relationships withour clients and supply chain stakeholders.How are we going to achieve it?1. Conduct a further ten CR reviewswith key suppliers as part of our supplierimprovement programme by April 2010;2. Continue to engage with our keyclients, sharing best practice andproviding CR guidance and support;3. Exhibit best practice sustainabilitysolutions at the London ClimateChange Marketplace event onMay Day 2009; and4. Support relevant Government,professional and industry bodies,engaging with our stakeholdersto promote CR best practice.How we measure our progress%of retained facilities managementcontracts. For the fourth successiveyear we have increased thepercentage of retained existingfacilities management contracts,demonstrating the added-valueservice we bring to our many clients.84 8586 88Visit our website to get more information:mitie.co.uk/cr20062007 2008 2009

MITIE Group PLCCorporate Responsibility Report 200915Service deliveryRWE npowerThinkWe have been working with RWE npower, since2002, providing integrated facilities services totheir 40 main sites all over the UK. Since then wehave worked in partnership to deliver significantsavings. We have achieved these savings throughcontinuous improvement across the contract,which is delivered by a multi-skilled, ‘one-team’approach. This has not only supported RWE npowerin making savings across their buildings and facilities,it has also helped to support them in achievingmany of their non-financial objectives, especiallytheir environmental and CR objectives.Nick Smith, RWE npower’s Head of Diversity & Inclusionwith MITIE Account Director Rob EarnshawManageRWE npower are committed to reducing CO2emissions across their estate. Over recent yearswe have worked together to implement a rangeof initiatives and supported RWE npower inmonitoring and reducing energy usage acrosstheir buildings. This has been achieved throughour on-site maintenance and engineering teamwho have identified areas where savings canbe made, creating an action plan to achievethese savings. This has been combined with adrive to increase recycling across the buildingsand significantly reduce the amount of wastegoing to landfill.DeliverWe are very proud of our recycling operation onthis contract. Whether it is plastic bottles and cups,cardboard, office paper, cans, food waste or tonercartridges, we have now introduced a varied listof waste streams and recycling facilities to help RWEnpower to increase recycling across their buildings.MITIE has also supported RWE npower on a numberof wider issues related to their own CR agenda.Karen Govier our Equality & Diversity Manager,is now working in close collaboration with Nick Smith,Head of Diversity & Inclusion at RWE npower,to share best practice. Practical examples of this arealready starting to emerge with the creation of ouronline Diversity training package which follows onfrom a similar e-learning tool used by RWE npower.“Working together to implement arange of initiatives to monitor andreduce energy usage.”

16MITIE Group PLCCorporate Responsibility Report 2009Supplier Improvement ProgrammeMITIE collaborate with our key suppliersto enhance our social, ethical andenvironmental awareness andperformance. In 2007, we establisheda Supplier Improvement Programme toensure that our key suppliers are alignedwith our CR principles and apply ‘upstreamaccountability’ in their own supply chain.The Supplier Improvement Programmeincludes CR audit reviews of significantsuppliers undertaken by professionalsfrom our Sustainable Procurement Forum.This has proven to be invaluable in sharingbest practice and also in identifying areaswhere further improvements can be made.MITIE’s Sustainable Procurement Forumwas established to:Continuous improvementIn order to provide our clients withconsistently high levels of service deliverywe’ve been working extremely hardtowards gaining certification acrossall our operational businesses tothe ISO 9001 (quality management),ISO 14001 (environmental management)and BS OHSAS 18001 (Occupational healthand safety management) standards.In 2008/09, we achieved certification across100% of our business operations to BS OHSAS18001 and ISO 9001, and 97% to ISO 14001.By the end of financial year 2009/10,we expect to have achieved certificationto all three standards across 100% ofour business operations and will continueour journey of continuous improvement.We achieved a 51% increased volumeof Fairtrade sales to our clients.– Adopt and share best practice inpurchasing and supply standards;– Develop mutually beneficialcollaborative trading relationships;and– Promote sustainable and ethicaltrading practices.Our clients expect us to be able todemonstrate high levels of CR performanceand because of our commitment to CR weare able to respond well to prequalificationand tender requirements. We also utiliseour considerable environmentalexperience and capabilities by providingsustainability related guidance for ourclients, helping them to reduce theirimpact on natural resources and increasecost certainty.One measure we use to identifyimprovement is the analysis of the numberof non-conformities (NCs) per audit day(third party audits). Since 2005/06 we haveimproved our performance by over twothirds, from 3.2 audit findings per audit dayin 2005/06 to 1.33 audit findings per auditday in 08/09 1 .The graph below demonstrates our qualityperformance improvement wherebytotal non-conformances have reducedyear-on-year:Number of non-conformaties16014012010080604020ISO 9001BS OHAS 18001ISO 1400105–0606–07 07–08 08–09The increase in the number ofnon-conformities over the last three yearsagainst the 18001 and 14001 standardswas anticipated due to the increasein business certification. Based on thetrends for the decline in findings againstour Quality Management Systems,it is expected that findings against ourEnvironmental and Occupational Healthand Safety Management systems willalso decline for 2009/10 as our practicesare embedded into the businesses.In 2008/09 we recycled 410.6 tonnesof waste, that's about the typical weightof a commuter train.1This number is based on audit results to 21 April 2009.

MITIE Group PLCCorporate Responsibility Report 200917Service deliveryHow we performedObjective:To demonstrate responsible businesspractice and enhance relationships withour clients and supply chain stakeholders.Previously reported as ‘Marketplace’Key:AchievedOngoingNot achievedTargets 2008/091We will engage with key clients andsupplier stakeholders, sharing CRvalues, knowledge and best practice;How we performedWe engaged with key clients and suppliers throughout the year sharingour CR expertise at various seminars, roadshows, and workshops events.2We will increase the range of‘Fairtrade’ food products offeredto our clients and increase volumeby 20% by April 2009;By April 2009 we increased the Fairtrade product range and increasedproduce volume overall by 51% at our client sites.3We will conduct another tenCR reviews with our suppliersby April 2009 as part of our supplierimprovement programme;Eleven CR supplier reviews were undertaken by April 2009 with satisfactoryoutcomes.4We will support relevant professionaland industry bodies in promotingCR-related issues.Our Chief Executive and Group Finance Director are Board members onBusiness in the Community programmes. Other Senior Managers hold responsiblepositions with Business Services Association and British Quality Foundation.CR Index 2008 –marketplace managementWe scored a maximum 100% in four of the five areas assessed, outperformingthe other CR Index participants. However we under-performed compared tothe other index participants in the remaining area (Q33) Influence over the rulesso we will focus our attention on improving this area during 2009/10.%MITIE Group PLCSupport Services SectorAll Sector Index100.096.093.0100.095.095.0100.082.080.074.0100.088.085.038.063.0Product orService impact(Q30)Customers(Q31)Supply ChainManagement(Q32)Influenceover theRules(Q33)ConsistentStandardsandGovernance(Q34)To get a full overview of all of ourperformance data visit our website:mitie.co.uk/cr

18MITIE Group PLCCorporate Responsibility Report 2009EnvironmentWe are aware of the impact thatour business operations mayhave on the natural environment.We endeavour to minimise andmitigate such effects where possibleby utilising environmentally benignmaterials and practices. We respectour environment, and share bestpractice with all of our stakeholdersas we strive to achieve ourenvironmental targets.As our business continues to grow andwe strive to provide world-class servicesfor our clients we also encounterincreasing environmental challenges inminimising our impact on climate change.This is a key issue for us and we haveimplemented many initiatives to improveour own environmental performance,and also influence improvement for ourclients and suppliers too.We have a large vehicle fleet whichcontributes around 90% of our carbonfootprint so one of our environmentalpriorities during 2009 is to purchaselow emission, fuel efficient vehicles inour vehicle replacement programme.We will also continue to makeimprovements in our measuring andmonitoring systems for fuel and energyconsumption, and utilise the extensiveknowledge and expertise we arefortunate to have among our ownenvironment and sustainability specialists.What is our objective?To demonstrate continuous improvementin our environmental performance.How are we going to achieve it?1. Organise, in conjunction with a client,a road show on 5 June 2009 celebratingWorld Environment Day;2. Reduce replaced vehicle CO2emissions by 10% by purchasing atleast 100 low emission vehicles aspart of our replacement programme,and by further investment in on boardvehicle telematic tracker systems;3. Develop a consistent approach forelectricity and gas reduction in MITIEoffices through improved monitoring,measurement and targeted projects;and4. Continue our environmentalmanagement certification programmein accordance with the requirementsof ISO 14001.How we measure our progresstonnes equivalentCO 2 per employeereduction in average vehiclefleet emissions.0.700.64 0.64Visit our website to get more information:mitie.co.uk/crNotmeasured20062007 2008 2009

MITIE Group PLCCorporate Responsibility Report 200919EnvironmentMay Day Summit 2009ThinkAs part of our sustainability strategy we participatein a number of exhibitions and seminars acrossthe UK, including the May Day Business Summiton Climate Change in London on 1 May 2009.The events allow us to share best practice,and our specialist knowledge on environmental andsustainability innovations, including helping peopleto reduce their impacts. We’re also able to raisethe profile of the importance of aligning corporateobjectives to an environmental plan by:– Assessing current status by environmental audits;– Setting benchmarks;– Building a sustainable programme;– Addressing compliance issues;– Engaging with stakeholders;– Zero landfill;– Delivering a Carbon Reduction Commitmentstrategy and ‘greening’ the supply chain.MITIE’s Nicola Corderoy and Isabel Donovanat one of our six market stallsManageDuring the day, our environmental specialistsran two roundtable workshops; ‘The Journey toZero Carbon’ and ‘Thinking, Managing & Deliveringa Sustainable Business’ which were attended byclients and industry professionals.Our experts were also on hand to advise thehundreds of people who came to this prestigiousevent, which was also attended by HRH The Princeof Wales and other dignitaries including, BorisJohnson, Mayor of London and Ed Milliband,Secretary of State for Energy and Climate Change.A live link broadcast was also made by explorerPen Hadow from the Arctic, who demonstrated theextent of the polar ice melt due to global warming.DeliverMITIE’s six market stalls featured; energy managementoptimisation, zero carbon journey, renewable energysolutions, sustainable pest control, waste management,recycling technology solutions and case studyexamples of some of our projects. Our pest controlbusiness demonstrated a range of environmentallyfriendlyconservation measures it adopts, includingone of its Harris hawks that is used to control pigeons.Two of our chefs were also on hand to providea range of delicious, locally sourced canapésand refreshments.Over the last two years we’ve improved themeasurement, monitoring and managementof our fuel and energy consumption.To see our 2009 May Day pledges please visitwww.mitie.co.uk/may-day-pledges“We’ve improved the measurement,monitoring and management of ourfuel and energy consumption.”

20MITIE Group PLCCorporate Responsibility Report 2009Vehicle fleet managementBetween April 2008 and March 2009 wehave purchased150 low CO2 emission,fuel efficient vehicles as part of our vehiclereplacement programme – helping todecrease our impact on the environment.We have achieved our aim to reduceour average vehicle fleet CO2 to below160 CO2 g/km. Our fleet average emissionsfor 2008/09 are nearly 4% lower at154 CO2 g/km.This has seen a reduction of around 14% inCO2 emissions compared to the vehiclesthey replaced. We will continue to reducethe average vehicle fleet CO2 emissionsby purchasing another 100 low emissionvehicles as part of our replacementprogramme and by investing in moreon board telematic tracker systems.Green StandardsMITIE has established a mutually beneficialworking relationship with Green StandardsTrust – a charity that collects and redistributesredundant business assets to worthy causesin the UK and overseas. Unwanted, butuseable items such as computers andfurniture are redistributed via GreenStandards ‘Waste to Wonder’ warehousein Swindon where items are sorted andshipped in their ‘School in a Box’ containersto schools in developing countries.Between April 2008–2009 Green Standardscollected 304 tonnes of furniture from MITIEclient sites. 213 tonnes of this was recycledand 91 tonnes was redistributed to charitiesand schools in the UK, Romania, SierraLeone and Malawi.We constantly seek to improve theenvironmental performance of our vehiclefleet by investigating alternative fuels andlower emission engine types.Vehicle fleet fuel consumption accountsfor around 90% of our CO2 emissions andimprovements in fleet management toreduce this impact have been prioritisedwith immediate improvements realised.New fleet vehicles purchased have thelatest Euro IV compliant engines andlower emissions ratings. Changes to fuelprocurement, the introduction of carsharing schemes and the installationof telematic vehicle trackers to optimisetravel distances has also reduced fuelconsumption and emissions. In 2008/09we also made further investments intelephone and video conferencing facilitiesto help reduce business related travel.MITIE’s car sharing scheme,initiated in the Midlands has alreadysaved 8,560 miles of travel betweenJanuary–March 2009, reducing CO2emissions by 2.7 tonnes.

MITIE Group PLCCorporate Responsibility Report 200921EnvironmentFuel/Energy CO2 breakdown% CO2 FY2008/09 FY2007/08 Differencecontribution Tonnese Tonnese %Gas 2.3 751 458 64.0Electricity 6.5 2,077 1,795 15.7Fuel (all types) 91.2 29,452 28,374 3.8Total 100% 32,280 30,627 5.4Although absolute CO2 emissions increased by 5.4% compared to the last reporting period,normalised CO2 emissions per employee remained the same and normalised CO2 emissionsaligned with revenue reduced by 2.7%.A quiet revolutionWe've installed over 20 quietrevolutionwind turbines across the UK. At onlyfive metres high the elegant helical(twisted)design ensures a robustperformance even in turbulentwinds – a single turbine can generate10,000kWh a year whichever way thewind is coming from. It is also virtuallyfree from all noise and vibration.Environmental ImpactManagement (EIM)In 2008 we introduced an integratedImpacts reduction, EIM service for ourclients – offering a holistic approach toenvironmental management throughan appreciation of the existing culture;consulting with client teams and ultimatelydelivering a package of impact reductions,cost savings, improved stakeholderrelations and increased brand value.Environmental sustainability is not limitedto the procurement of raw materials interms of energy and water, and theirdelivery into a building. It’s a much widerrecognition of how these materials arethen consumed in daily operations, as wellas the procurement and manufacture ofsupplies to service the building. EIM alsoextends to the transportation of equipment,materials and people to undertake theoperation, the consequence of use inthe production of surplus waste, and finallythe delivery of products and services tothe ultimate consumer. Only when allthese activities are considered can wetruly start to evaluate a building’s impacton its environment.MITIE’s new EIM offering is ideally suited tomeet our clients’ requirements. Its purposeis to help clients navigate their way throughthe maze of what is required througha carefully planned programme ofimpact improvements, financial savings,compliance and stakeholder engagement.All of this is implemented in a whollysustainable manner, delivering true benefitsin a financially viable programme of events.The demand for EIM services in thepublic and private sector is substantialdue to a constantly emerging and evolvinglegislation, including amongst others theClimate Change Bill 2008 with demands(and ethical imperative) to reduce theUK’s carbon footprint by 80% by 2050.

22MITIE Group PLCCorporate Responsibility Report 2009Neil PlantRegional Health & SafetyManager & Environmental CR ChampionWhat does a CR Champion do andhow do you link this responsibilityinto your professional role?“The main part of my role is to co-ordinatea team of regional CR Champions whoundertake a wide variety of CR initiativeswith clients, suppliers, colleagues and thelocal community. This involves providingadvice and support to communicatethe Group’s CR strategy and policies.I maintain links with local communities todemonstrate that we treat CR as a normalway of life at MITIE and I personally getinvolved in volunteering my health andsafety and environment expertise inschools, which I find very rewardingand keeps me on my toes! I have alsointroduced a car sharing scheme in theMidlands which has helped us reduceour travel costs and carbon footprint.I really enjoy my role as a CR Champion,I have learnt a lot and I see it as a naturalextension of my professional role anyway –it’s the right thing to do.”Environmental/financial KPIs trend analysisDifferenceUnit FY2008/09 FY2007/08 %Total revenue £m 1,521.9 1,407.2 8.2Profit before tax £m 75.9 67.9 11.8Average number of employees Number 50,054 47,959 4.4Total CO2 emissions Tonnese 32,280 30,627 5.4Normalised CO2/ave. employees Tonnese 0.64 0.64 –Normalised CO2/£m revenue Tonnese 21.2 21.8 (2.7)Total water consumption M 3 17,843 17,103 4.3Normalised water consumption/ave. employees M 3 0.35 0.36 69Total waste Tonnes 933.1 1042.0 (10.5)Total waste/average employees Kg 18.64 21.73 (14.2)Total waste recycled Tonnes 410.6 472.9 (13.2)Percentage of recycled total waste % 44 45.4 (3.1)CO2 equivalent was calculated using DEFRA conversion factors.Sustainability strategySustainability is about maintaining anappropriate triple bottom line balanceby integrating, measuring and managingeconomical, environmental and societalperformance. We are committed to theoperation of a responsible, sustainablebusiness model that underpins our ethicalprinciples and practice in our operations aswell as relationships with our stakeholders.We have identified and assessed ourkey social, economical, ethical andenvironmental risks, and implementedappropriate initiatives to mitigate theirimpact. Our sustainability strategy 2009/10is available atwww.mitie.co.uk/sustainability_strategyMITIE is a member of the RenewableEnergy Certification Scheme, British WindEnergy Association and has BuildingResearch Establishments’ (BRE)micro-regeneration accreditation.We have significant sustainability expertiseat every level of our organisation whichis demonstrated in the comprehensiverange of services offered to our clients.This expertise and experience isunderpinned by formal academicqualifications and professional charteredstatus of many of our key people.In addition, we currently have 12 qualifiedLow Carbon Energy assessors and 21going through the CIBSE approved trainingprocess to become qualified EnergyAssessors/Low Carbon Consultants toenable them to inspect buildings andauthorise them to issue Energy PerformanceCertificates (EPCs) and Display of EnergyCertificates (DECs).

MITIE Group PLCCorporate Responsibility Report 200923EnvironmentHow we performedObjective:To demonstrate continuous improvementin our environmental performance.Key:AchievedOngoingNot achievedTargets 2008/091To undertake three environmentalprojects with our employee volunteerteams by April 2009;How we performedThree ‘eco-school’ projects have been undertaken and a World EnvironmentDay event held with our client, HMT in Norwich.2To improve our measurementand monitoring systems for fueland energy use and reduceour per capita consumption andcarbon footprint by April 2009;Improvements continue and are ongoing; ‘all star’ fuel card was introducedto increase fuel purchase locations and reduce travel. Telematic trackers fittedto about 1,000 vehicles, investment made in telephone/video conferencingfacilities, SAFED (Safe and fuel efficient driving) courses run. The overall averagevehicle fleet emissions for 2008/09 is nearly 4% lower at 154 CO2 g/km.3To introduce an integrated carbonreduction commitment EnvironmentalImpact Management (EIM) serviceincorporating renewable technologyoff-set solutions by April 2009;EIM proposal approved in December 2008 and a dedicated team is now in placeto manage this service.4To recycle 60% of our officeconsumable materials wasteby April 2009.A comprehensive recycling audit was undertaken to identify waste stream typesand quantities disposed/recycled. 66% of used catering vegetable oil (49,000 litres)was reprocessed into biodiesel. Overall 44% of general waste was recycled, butapproximately 30% of all locations achieved a recycling rate of 90%. A further 30%of our locations achieved just below this level.We have seen a 10% reduction in the quantity of total waste generated by ourbusiness in the reporting period.CR Index 2008 –environment managementWe outperformed the other CR Index participants in all six of the areas assessed,scoring a maximum 100% in five of them. We will focus our attention in makingimprovements in the remaining area (Q24) Targets during 2009/10.%MITIE Group PLCSupport Services SectorAll Sector Index100.094.094.081.067.075.0100.097.096.0100.081.086.0100.092.084.0100.088.080.0Objectives(Q23)Targets(Q24)EmployeeEnvironmentalProgramme(Q25)Communicationswith externalStakeholders(Q26)EnvironmentalManagementSystem(Q27)EnvironmentalAudit(Q28)To get a full overview of all of ourperformance data visit our website:mitie.co.uk/cr

24MITIE Group PLCCorporate Responsibility Report 2009Health and safetyThe need to maintain a safe andhealthy workforce is of utmostimportance to MITIE and wecontinually strive to improve ourhealth and safety performance.We operate in many challengingenvironments and our people areexposed to a wide variety of workplacehazards posing varying degrees of risk.Therefore managing this risk via formalhealth and safety management systemsis key to our approach in maintainingsafe working environments for our peopleand improving our health and safetyperformance on a continual basis.Our management systems basedapproach provides a structuredprogramme to identifying hazards,assessing risk, implementing effectivecontrol measures and then reviewingperformance to ensure that we arealways improving. Our businesses certifytheir health and safety managementsystems against the requirements ofan internationally recognised standard(OHSAS 18001), via an independent thirdparty, to ensure that an objective viewof our performance is undertaken andformal opportunities for improvementare identified.We believe that health and safetyaccountability and responsibility beginsat the top of the organisation and visibletop down commitment is critical in ensuringour systems and standards for healthand safety management are adheredto throughout MITIE. For this reason wefocus on training all of our employees,at all levels throughout MITIE, to ensurethat they have the required knowledge,competencies and skills to carry out theirwork in the right way. This year saw MITIEembark on a new approach to healthand safety leadership that will, we believe,further embed the leadership skills of oursenior managers and strongly supportthe significant level of operational trainingthat we undertake every year.What is our objective?To demonstrate continual improvementin health and safety performance.How are we going to achieve it?1. Develop a set of key performanceindicators to improve health andsafety performance measurementand management and implementacross all MITIE divisions by April 2010;2. Develop health and safety relatedvalues and related standards to supportMITIE’s corporate strategy, vision andvalues and implement across all MITIEdivisions by April 2010;3. Deliver a health and safety leadershipprogramme to 80 operationalmanagers by April 2010;4. Review, revise and implement threekey Group health and safety relatedtraining courses to secure keycompetencies, by April 2010How we measure our progressper 1,000employeessuccessive year we have reducedour reportable incident rate due to ourmanagement systems based approachto managing health and safety risk.6.15.14.0 3.9Visit our website to get more information:mitie.co.uk/cr20062007 2008 2009

MITIE Group PLCCorporate Responsibility Report 200925Health and safetyFleet Risk ManagementThinkWith a fleet of over 4,500 vehicles, we recognise thata comprehensive fleet management programmeis an essential part of reducing occupational roadrisk. In 2008/09, a number of successful initiativeswere developed as part of our occupational roadrisk programme which is co-ordinated by JustinPatterson, Group Fleet Manager and his team,working with each MITIE business to share goodpractices. In March 2009, Justin received a ‘highlycommended’ award at the Fleet News Awardswhich recognises and rewards the best fleets,suppliers and manufacturers in the UK for theircommitment to best practice initiatives thatprovide efficient, safe and environmentally-friendlytransport solutions to drivers.ManageIn conjunction with an increased move towardsavoiding travel via video conferencing, our Securitybusiness undertook a pilot programme to improvethe management of employee driver licences usingan online service provision. The pilot programmewas successful in providing a robust, effective andefficient system for licence checking, thus providingan improved assurance system and a moreeffective method for identifying at-risk driversand putting in place targeted corrective actions.DeliverImproved communication is also criticalin controlling this area of risk. Our PropertyManagement division introduced a bespokedriving handbook during the year, providingspecific information on driving responsibilities,standards, safe driving and environmentalconsiderations, to over 2,500 drivers on companybusiness. A follow-up audit was carried out toensure distribution and understanding of therequirements of the handbook.“ With a fleet of over 4,500 vehicles,we recognise that a comprehensivefleet management programmeis essential.”Justin Patterson, Group Fleet Managerwith some of our new eco-friendly vehicles

26MITIE Group PLCCorporate Responsibility Report 2009Health and safety leadershipdevelopment workshopsWe recognise that for effectivemanagement of health and safety tooccur throughout MITIE, ownership andengagement begins at the highestlevel. Responsibility for health and safetyis led at main board level by the ChiefExecutive, through the managementteam of each business, and supportedby the Group’s Head of Health,Safety & Environment and a team ofexperienced and dedicated Health,Safety and Environment professionals.In 2008/09 we commenced the firstphase of a health and safety leadershipprogramme aimed at enhancing theknowledge of MITIE’s senior managersin modern health and safety riskmanagement. This was achieved throughupdating the senior teams on changingpractices in this area, reinforcing theimportance of leaders’ core values inhealth and safety, providing a toolkitfor managing risk, and identifying andpromoting a number of key behavioursassociated with leading health andsafety within MITIE.The first phase of the programme wastargeted at the operating board ofeach MITIE business. 117 senior managershave taken part in the workshops;actively participating and committingto an improved re-focus on riskmanagement. Our significant investmentof time and resource in this area is ademonstration of our commitmentto achieving continual improvementin health and safety management.The second phase of our programmewill be launched during 2009 and will beaimed at operational senior managersHealth and safety trainingAt MITIE our people are our greatest asset,and as such we place the highest priorityin ensuring our people have the rightcompetencies to carry out their work safely.We have developed a prioritised approachto managing health and safety risks,with significant training focus and resourcedirected at key risks to the business, suchas work at height, occupational road risk,slips and trips and manual handling.Our formal training programmes in supportof these areas continued during the year,with the following training achievements:Course 2007/2008 2008/2009Health and SafetyLeadership – 117IOSH Managing Safely 297 390Managing Workat Height 138 423Occupational health promotionAs a responsible employer we recognisethat we must not only safeguard,but also actively promote, our employees’health. Which is why we provide all of ourpeople with access to a comprehensiveOccupational Health (OH) service.We’ve built on our effective healthpromotion campaign by holding a totalof 13 OH clinics in 2008/09, with a 36%increase in attendance compared to theprevious year, in addition to two specifichealth awareness days during the year.Our overall investment in OH andrehabilitation has increased exponentiallyover the last three years, underlining ourcommitment to achieving much more interms of healthcare support for our peoplethan just the basic statutory requirement.The health clinics are held at both MITIEand client sites and allow our peopleto be seen by an expert ConsultantOccupational Health Physician in relationto specific OH concerns. They providea prompt and effective mechanism forensuring follow-up of health issues, in theemployee’s workplace, with effectiveresolution. We are also committed toproviding a referral and rehabilitationservice to our people following workplaceincidents and injury. In 2008/09 our uptakeof employee referrals increased by 10%,thus ensuring employees receive effectivehealthcare support in a timely manner.The health awareness days are run aspart of our commitment to promote allaspects of healthy lifestyles to our people.People attending the days saw them asan ideal opportunity to receive professionalmedical advice, and to take awaysound, practical advice on managing theirlifestyles. The feedback on the awarenessdays was very positive and as a result weplan to increase this offering in 2009/10.The Royal Society forthe Prevention of Accidents(RoSPA) recognitionDuring the year our Cleaning andEnvironmental Services business pickedup the prestigious RoSPA Gold Awardfor demonstrating excellence in healthand safety management. Additionally,two of our people received a specialcommendation award in 2008/09 whenacting swiftly to contain a potential spillageincident on a client’s site, caused by thirdparty activity. Their actions demonstrateour ‘positive safety culture’ and prove thatMITIE people will always go the extra mileto protect themselves and the environment.As a result of our significant effort incontinually improving our health and safetyperformance our total reportable incidentrate for 2008/09 was 3.9, compared to anincident rate of 4.0 in 2007/08 – a 2.5%improvement in performance. However,our major reportable incident rate slightlyincreased from 0.69 in 2007/08 to 0.70 in2008/09 and we are taking steps to reducethis moving forward.In 2008/09 we trained 390 peoplein the recognised IOSH coursefor managing health and safety.

MITIE Group PLCCorporate Responsibility Report 200927Health and safetyHow we performedObjective:To demonstrate continual improvementin health and safety performanceKey:AchievedOngoingNot achievedTargets 2008/091We will ensure businesses acquiredduring the previous reporting periodimplement a health and safetymanagement programme andachieve certification to therequirements of OHSAS 18001;How we performedNewly acquired businesses were fully integrated into the MITIE healthand safety management system during the year. External certificationwas completed during April 2009.2We will develop and roll-out asenior management health andsafety training programme to60 senior managers by April 2009;A health and safety leadership programme was developed and implementedduring 2008/09. 117 senior managers attended the workshops during the year.3Every business will implement ahealth and safety improvement plan;To drive performance improvement, every business developed an improvementplan via formalised health and safety objectives and targets during 2008/09.4We will implement a targeted riskassessment and driver trainingprogramme to reduce road trafficaccidents by April 2009.A programme of driver risk assessment and training was implemented during theyear (incorporating 642 drivers). The results of the programme will be used to drivefurther improvements in fleet risk management during 2009/10.Reportable incident rates1.296.15.10.90.690.74.03.905/06 06/07 07/08 08/0905/06 06/07 07/08 08/09To get a full overview of all of ourperformance data visit our website:mitie.co.uk/cr

28MITIE Group PLCCorporate Responsibility Report 2009CommunityMITIE’s community investmentstrategy is not simply about makingfinancial donations to causes andcharities. We pride ourselves oncommitting our time, resources,and specialist skills to supportingthe communities we serve. In returnwe create long-term relationshipswith future MITIE clients, suppliersand employees.There are so many demands on businessesfrom charities and community groups forfinancial and in-kind support and MITIEprioritises these demands by implementinga community strategy that:– Principally provides financial and in-kindsupport for six employee nominatedcharities over a two/three year partnership;– Supports our seven MITIE ConstructionSkills Centre schools;– Supports other charities that are localor relevant to our business operations;– Internationally, supports the BansangHospital Appeal Charity in Gambia;– Operates an employee volunteerprogramme to provide pro-bono expertisefor ‘World of Work’, ‘Community Challenge’and ‘Environmental Action’ events; and– Supports organisations, includingPrince’s Trust and Business in the Communitythat promote employability opportunitiesfor disadvantaged communities.What is our objective?To provide support to the communitieswhere we live and work.How are we going to achieve it?1. We will maintain our support of,and develop MITIE’s ConstructionSkills Centres;2. We will continue our financial andin-kind support for MITIE’s electedsix UK Regional Charities;3. We will carry out four employeevolunteering team projects in thecommunity by April 2010;4. We will deliver ‘World of Work’ eventsin at least six schools by April 2010.How we measure our progress£total community investment.205,115164,544116,650Visit our website to get more information:mitie.co.uk/crNotmeasured20062007 2008 2009

MITIE Group PLCCorporate Responsibility Report 200929CommunityWorld of Work Day – Brentside High SchoolThinkAt the cornerstone of MITIE’s community investmentstrategy is our extensive volunteering programme.In 2008/09 professionals from every level of MITIEparticipated in seven World of Work days acrossthe UK. The days are a great way to share ourexperiences, knowledge and offer advice to thebright young minds of the future – all while raisingthe profile of our business and promoting the careeropportunities with MITIE to people from a diverserange of backgrounds.“ MITIE believes in giving somethingback to the many communities wework in.”ManageOn 31 March 2009 at Brentside High School,a specialist Arts College where we providefacilities management services, volunteers fromour HR, Communications and Training teamssupported Ealing and Hillingdon Education BusinessPartnership in conducting a series of mock interviewswith over 150 pupils aged 14 to 16 in preparationof their work placements.Deliver“MITIE’s volunteers always go above and beyondthe call of duty. The pupils find their passioninfectious and they play an integral role in showingthem that there is a whole world of jobs out therefor the taking”, Les Prior, Work Related LearningProject Officer for Ealing and Hillingdon EducationBusiness Partnership.Arun Madar, Les Prior and Anita Le-Gall,Work Related Learning Project Officers for Ealingand Hillingdon Education Business Partnership

30MITIE Group PLCCorporate Responsibility Report 2009MITIE makes a significant contribution tothe communities we operate in throughoutthe UK. This contribution is demonstratedby numerous initiatives including;volunteering, in-kind donations, pro-bonosupport and sponsorships. It is our charitypolicy to focus our main fundraising supporton six regional charities although we alsoprovide support for other local, nationaland international charities that are ofparticular interest to our people. MITIE alsosupports the Prince’s Trust and is a foundingmember of its Construction and BusinessServices Leadership Group.Research underpins our own experiencesthat clear business benefits resultfrom employee supported volunteerprogrammes. Clients increasingly expecttheir suppliers to ‘add value’ aboveand beyond their contracted servicecommitments, and our communityinvestment programme is clearly ableto demonstrate that we do this.Community investmentMITIE’s community investment increasedby £11,527 (1.95%) compared to theprevious reporting period. For clarity andaccountability purposes we have reportedseparately the value of ‘gifts in-kind’ and‘expenses and leveraged funds’. Increaseddonations to charities (21.7%) and matchfunding(57.6%) respectively are the mostnotable differences reported for this period.Community challengesAn element of our award-winningReal Apprentice scheme is a CommunityChallenge. So far participants haveworked alongside community leaders,clients and MITIE managers on a numberof challenges including:Construction Skills CentresMITIE’s Construction Skills Centres at sevenschools throughout the UK are providingcraft skills and vocational education toapproximately 500 students each year –significantly improving their employmentprospects. We were proud to hosta ‘Seeing is Believing’ visit at our SkillsCentre at Castle Vale School, Birminghamin 2008. This event demonstrated thevalue of employer engagement andhelped to increase understanding ofsocial issues among business leadersand educationalists.We feel our direction echoes Businessin the Community’s statement that,‘Education, employability and economicrenewal are serious issues across theUK which impact on both businessand society. They need to be top ofthe corporate agenda – it’s never beenmore important’.The ‘Seeing is Believing’ visit inspired actionby encouraging other business leadersto work together to address serious issuesfacing society such as skills shortagesand low aspiration levels. Our examplewas commended by HRH Prince Charlesat St. James’s Palace in February 2009.Our actions speak louder than wordsand we’re committed to embeddingour corporate responsibilities into everydayoperations, policies, procedures andpractices, while remaining true to thecore MITIE value that defines the business:providing opportunities for people todevelop to their full potential.MITIE’s six regional charities are:– Cleaning part of the Thames River;– Converting two rooms at a communityhub into an IT and seminar facility;– Adding colour and a herb garden ata primary school in Tower Hamlets; and– Repainting changing rooms atHullbridge football club in Essex.The projects help us build long-standingand rewarding relationships with ourcommunities and their leaders.Days spent volunteering for localcharities and community events.

MITIE Group PLCCorporate Responsibility Report 200931CommunityCastle Vale School and SpecialistPerforming Arts College (CVS),and Grace Academy, Solihull (GAS)MITIE has facilitated collaboration betweenCVS and GAS. This has led to MITIE peopleworking with teachers in highly successful‘challenge days’ at the Grace Academiesin Coventry and Solihull in 2009, helping 120year 8 and 180 year 7 students respectivelyenhance their entrepreneurial skills andrenewable energy knowledge.“Our first MITIE day was a fantastic success.A day the young people of GraceAcademy Coventry will long remember.The interaction between the MITIE teamand Grace students was very positive.I believe the students were challenged,enthused and given an insight into theworld of work with a MITIE perspective.Same again next year please!”Hullbridge FCIn 2009 our Real Apprentices completedtheir Community Challenge by paintingand decorating the home and awaychanging rooms at local footbal clubHullbridge FC.Steve Allen Principal, Grace AcademyEmployee supported volunteeringMITIE has continued to focus its employeesupported volunteering programme withthe Skills Centre schools. The results shownin the chart come from the feedbackof 100 MITIE volunteers. The evidenceis compelling and clearly demonstratesthe significant business benefits thatvolunteering has brought to employeeskills, development and motivation levels.%81% 83%86%92%Community investment KPIs trend analysisKPIs trend analysis Unit FY2008/09 FY2007/08 Difference %Donations to charities etc. £ 184,018 151,154 21.7I have abetterunderstandingof MITIE's CRobjectivesMy opinionof MITIEhas improvedI believethey bring realbusiness benefitto MITIEI feel proudto beinvolvedwith theSkills CentreMatch-funded donations to charities* £ 21,097 13,390 57.6Value of employee time volunteered £ 103,160 102,963 0.19Value of gifts in-kind donated £ 49,122Value of expenses and leveraged funds £ 151,816211,095 (4.8)Community Affairs management costs £ 94,446 113,530 (16.8)Total Community investment £ 603,659 592,132 1.9Community Investment as %of profit before tax % 0.80 0.87 (8.0)*Great Ormond Street Hospital.MITIE’s community investment increased by £11,527 (1.95%) compared to the previous reporting period.For clarity and accountability purposes we have reported separately the value of ‘gifts in-kind’ and‘expenses and leveraged funds’. Increased donations to charities (21.7%) and match-funding (57.6%)respectively are the most notable differences reported for this period.

32MITIE Group PLCCorporate Responsibility Report 2009How we performedObjective:To provide support to the communitieswhere we live and work.Key:AchievedOngoingNot achievedTargets 2008/091We will maintain our supportand develop MITIE’s ConstructionSkills Centres;How we performedSupport for our Skills Centres continues. Around 460 students study vocationalcertificate and diploma courses in our Skills Centres each year. Numerous studentsfrom other collaborative schools also utilise these facilities. We hosted an inspiring‘Seeing is Believing’ visit at our Birmingham Skills Centre school in March 2008.2We will carry out four employeevolunteering team projects in thecommunity by April 2009;More than four employee volunteering team community projects were undertakenby April 2009 at schools and care homes and with our regional charity partners.3We will continue our financial andin-kind support for MITIE’s elected sixUK Regional Charities: Great OrmondStreet Hospital, London; YorkhillChildren’s Foundation, Glasgow;Naomi House Hospice, Winchester;Christie’s Cancer Hospital, Manchester;CLIC Sargent, Bristol; and Acorn’sChildren’s Hospice, Birmingham.Fund-raising, volunteering and in-kind support for our six regional charitiesis ongoing. The total value, including Company match-funding between1 April 2008–31 March 2009 was £297,774.Our overall total community investment for the same period was £603,659.4We will deliver ‘World of Work’ eventsin at least six schools by April 2009.Seven ‘World of Work’ events were undertaken by April 2009 involving nearly100 of our employee volunteers. These events provided a range of challengingactivities that developed employability skills, careers guidance, environmentalawareness and business skills for over 800 students.CR Index 2008 –community managementWe scored a maximum 100% in four of the five areas assessed, outperforming theother CR Index participants. However we under-performed compared to the otherindex participants in the remaining area (Q20) Community Partnerships, so we willfocus our attention on improving this area during 2009/10.%MITIE Group PLCSupport Services SectorAll Sector Index100.091.090.0100.068.081.0100.090.091.0100.079.079.067.082.084.0CommunityStrategy(Q17)Targets(Q18)CommunityProgrammes(Q19)CommunityPartnerships(Q20)Monitoring(Q21)To get a full overview of all of ourperformance data visit our website:mitie.co.uk/cr

MITIE Group PLCCorporate responsibility report 20092CommunityThe CO2 emissions arising from the papermanufacture and printing of this individual reporthave been calculated by Carbon Ready Ltd.at 197 gms. which is nearly 5% lower than our reportlast year. That’s the equivalent emissions of a smallfamily size motorcar travelling one mile. We continueto work with our suppliers in measuring and reducingour combined carbon footprint.Printed on Take 2 Offset which is made from 100%recycled fibres sourced only from post consumerwaste. Take 2 Offset is certified according to therules for the Forest Stewardship Council.If you have finished reading this report and no longerwish to retain it, please pass it on to other interestedreaders or dispose of it in your recycled paper waste.Thank you.Design and production:Radley Yeldar | www.ry.comPrint:MITIE Document Solutions

MITIE Group PLC8 Monarch CourtThe BroomsEmersons GreenBristol BS16 7FHT: 0117 970 8800F: 0117 302 6743E: group@mitie.co.ukVisit our website to download a copy of thisreport and access our expanded BITC CRIndex performance statistics and GRI Index.mitie.co.uk/cr