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14 Stakeholder Engagement Context Kingspan Insulation Ltd. actively engages staff, customers and local communities in consultation in order to identify material issues for attention or management. These three groups are considered the most valuable stakeholders impacting on, and impacted by, the business, and their views are sought to reduce business risks and understand customer needs. Kingspan Insulation Ltd. also cultivates close working relationships with statutory authorities to achieve compliance with all regulatory and legal requirements. Please also refer to the section of this document titled “Social & Community Initiatives”. Relevant GRI Indicators PR5 Practices related to customer satisfaction. NB See Appendix A for background to GRI. Historical Achievements & Ongoing Activities External Organisations l Close relationships forged with national and international trade associations including PU Europe – the European Trade Association for Polyurethane (PUR) and Polyisocyanurate (PIR), the European Phenolic Foam Association, the British Rigid Urethane Foam Manufacturers’ Association (BRUFMA), and the Construction Product Association’s (CPA). l Kingspan Insulation Ltd. takes an active role in consultations for the approval of amendments to the Building Regulations, plus other Regulations and legislation, e.g. the Carbon Reduction Commitment. l Kingspan Insulation Ltd. also takes an active role in consultations on industry initiatives such as BREEAM and BES 6001: Framework Standard for the Responsible Sourcing of Construction Products. l Annual Financial Statements are released and made publicly available via Companies House and the Kingspan Group annual report. Employees l Employee surveys have been undertaken, covering issues such as building comfort, training programmes and employee satisfaction. As a result of the 2011 survey, Kingspan Insulation Ltd. created an Employee Forum to improve staff engagement across operations. l A Works Committee is in operation, and staff are represented by a Trade Union. l Health and safety, housekeeping and production statistics are communicated to shop floor staff via notice boards, in order to involve employees in improving team performance and to ensure knowledge of company performance and trends. l A central point of contact has been put in place for employees within HR, along with a more robust complaints system. l A newsletter is produced at the Selby site which includes coverage of sustainability issues relevant to staff. Suppliers l Supplier surveys and reviews are conducted with individual suppliers as issues arise. A Quality Assessment Questionnaire is sent to suppliers on a three–yearly basis. l A Supplier ‘Sustainability’ consultation and feedback exercise has identified that Kingspan Insulation’s suppliers are largely disinterested in the Company’s sustainability reporting. There is no plan to repeat this consultation in the immediate future. Customers l Customer satisfaction metrics are employed to drive business performance. The Customer Satisfaction team monitors and records Kingspan Insulation Ltd.’s On–Time / In–Full (OTIF) performance. Results are reported to senior management. l Frequent and proactive consultation is undertaken with customers, aiming to deal with issues as they arise and a biannual Customer Satisfaction survey is carried out. l Regular telephone surveys focus on packaging quality; logistics performance; technical services; and customer support. l One–to–one service review meetings are undertaken with key customers on a monthly basis (fortnightly for new customers). l All calls received from customers are monitored and logged within a complaints database, along with details of responses made to the customer. Feedback is provided to the complainant regarding corrective actions taken. l Complaints are monitored by product type and problem type, to identify trends and ensure that complaints reduce. l In–depth surveys are undertaken intermittently, such as the 2006 End User survey, which targeted the end users of products rather than the intermediate customer, and the comprehensive Packaging Survey which was undertaken in 2007. l Significant improvements in customer service have been seen year–on–year since 2005. l Since 2009 a Customer Service Charter has been provided to all customers as part of an Introduction to Kingspan Insulation Ltd. pack. The Charter is actively promoted as integral to securing new business and strengthening existing customer relationships. l Service–level agreements were instituted in 2008 as a feature of all customer relationships to manage expectations.
nut team volume on–site report strong social covers scheme landfill trucks wider Olympic reduce current target recorded Gas PV CHP 15 2014 Performance Highlights Kingspan Insulation Ltd. continues to publicly report on its annual sustainability and responsibility performance, this report is for 2014. The report has been prepared using the feedback of employees, the local community, customers and suppliers to ensure the coverage of all material issues. GRI reporting indicators have been imbedded into the reporting methodology in key areas. The biennial Staff, Community and Customer Surveys were carried out in 2014. These covered issues relating to awareness, impressions and attitudes to Kingspan Insulation, as well as a specific product survey for Thermabate and Kooltherm Cavity Closer. The conclusion of this exercise was that Kingspan Insulation is seen as an ethical and responsibly sound company. Pembridge insulation 2014 SUSTAINABILITY & RESPONSIBILITY REPORT BASED ON DATA FOR THE CALENDAR YEAR 2014 During 2014 TV screens were introduced into the factory in Pembridge, instead of a proposed staff newsletter. These contain a variety of information about employee initiatives and information from the employee forums. The feedback from the staff questionnaire showed that the sustainability ethos of the company is reflected in the attitudes of employees, as the issues raised included potential areas for improvement in waste and transport. The employee forums have continued as an ongoing method of capturing such feedback. In addition to the staff questionnaire a number of ‘Share your views’ focus groups were run at Pembridge, by independent consultants to gather input from employees about working at Kingspan Insulation. financial implemented reduction Plan fo lowing 2014 continues local ensure plants replaced received investigated anaerobic monthly initiatives longer Trust reporting phenolic development installed PIR new enhance basis generation respectively use Kingspan Selby trailers waste members survey Efficiency renewable site generated identify completed Herefordshire market material Construction community range now process work Resource exercise launched biodiversity resulting sustainability Insulation production manufacturing provide performance economy operation Insulation’s areas improving across number construction key recycling focus response used Management efficiency employees customers schools biomass system raw made business carried OPTIM-R 2014 product Group materials Energy program continued Waste energy include introduced produce develop products staff UK issues identified plant significant Building Community improve data training management line Sigma including Kooltherm factory increased infrastructure investment environmental reported Action achieved Six Action Plan l Undertake customer ‘Sustainability’ consultation and feedback exercise to identify expectations and important issues on a biannual basis, during 2016, 2018, 2020 and so on. l Undertake staff ‘Sustainability’ consultation and feedback exercise to identify expectations and important issues on a biannual basis, during 2016, 2018, 2020 and so on. l Use occupant feedback to proactively inform the design of new buildings or refurbishment of existing buildings. l Consider implementing a proactive system to measure supplier satisfaction as part of quality management. l Work towards expanding the range of GRI performance indicators reported, with the aim to achieve an A–rated report as well as achieving GRI Level 4. l Work towards embedding sustainability reporting (including reporting on GRI performance indicators) within the Kingspan Group annual report. l Reintroduce the staff newsletter at Pembridge. Karate Students in Sherburn-in-Elmet have been introduced to sparring following funding received from the Kingspan Insulation Community Trust. Sherburn Kenpo Karate Club which operates as a not for profit organisation from the Eversley Park Centre in Sherburn-in-Elmet, provides local children with the opportunity to participate in a more unusual sport. Peter Woods from the club commented “I wanted to introduce controlled sparring to my students, and in order to do this safely we needed protective equipment suitable for children, to include protection for the head, chest, hands and legs. We are extremely grateful for this money as all training fees are re-invested into the club and without it we would have been unable to purchase this equipment.” Training sessions at the club are now rotated so that all children have the opportunity to practice sparring, with the aim of training them to attend competitions in the future. Competing in a sport can really help children’s confidence and teach them to have a sense of pride about what they do.
Page 1 and 2: SUSTAINABILITY & RESPONSIBILITY REP
Page 3 and 4: Contents 3 Foreword from the Managi
Page 5 and 6: 5 Governance The directors endorse
Page 7 and 8: 7 Kingspan Kooltherm K15 Rainscreen
Page 9 and 10: 9 Current Reporting Procedure This
Page 11 and 12: 11 2015 Key Targets Energy and Gree
Page 13: 13 2014 Performance Highlights Desp
Page 17 and 18: 17 2014 Performance Highlights At t
Page 19 and 20: 19 2014 Performance Highlights The
Page 21 and 22: 21 2014 Performance Highlights Expe
Page 23 and 24: 23 Action Plan Percentage of Downcy
Page 25 and 26: 25 2014 Performance Highlights King
Page 27 and 28: 27 2014 Performance Highlights The
Page 29 and 30: 29 GRI Indicator Data Total Water C
Page 31 and 32: 31 2014 Performance Highlights Duri
Page 33 and 34: 33 2014 Performance Highlights Feed
Page 35 and 36: 35 2014 Performance Highlights Duri
Page 37 and 38: 37 2014 Performance Highlights Ongo
Page 39 and 40: 39 GRI Indicator Data Total Number
Page 41 and 42: 41 Report Application Level Standar
Page 43 and 44: 43 Indicators Page Extent of report

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