Shareprice

How the Board engages with its stakeholders

OUR “BUSINESS PRINCIPLES” IDENTIFY CUSTOMERS, COLLEAGUES, SUPPLIERS, THE ENVIRONMENT AND COMMUNITIES AS OUR PRINCIPAL STAKEHOLDERS IN ADDITION TO OUR SHAREHOLDERS, AND OUR CORPORATE RESPONSIBILITY REPORT SETS OUT MORE DETAIL ON HOW WE MANAGE OUR RELATIONSHIPS WITH THEM. THE TABLE BELOW SETS OUT HOW THE BOARD ENGAGES WITH EACH OF THEM:

CUSTOMERS

How the Board engages

  • Customer insight report in Management and Board packs, which includes customer satisfaction scores.
  • Customer KPIs reported in Management and Board packs.
  • CEO / Deputy Chairman reply personally to a number of high level customer contacts.
  • Management and Directors visit stores regularly.

Why we engage

  • We want to be the customer’s chosen partner for creating a home they love – the Home of Homes.
  • We welcome all customers, whatever their age, taste or budget, and offer them the widest range of products for their homes, whenever and however they want to shop.

Issues relevant to this group

  • Product range, price and quality
  • Convenience and accessibility.
  • Customer service.
  • Fair marketing.
  • Product safety.
  • Responsible use of personal data.
  • Environment.
  • Ethics and corporate responsibility.

COLLEAGUES

How the Board engages

  • Designated “Non-Executive” director has Board responsibility for championing the interests of colleagues.
  • Regional and National Colleague Councils in place, feedback goes to the Executive Board and is acted on.
  • Designated NED attends two National Colleague Council meetings a year.
  • Annual Board discussion with Colleague Council representatives.
  • “Always on” engagement mechanism, and full engagement survey twice a year.
  • Colleague KPIs in Management and Board packs.
  • Annual conference for Store managers and senior support colleagues, attended by Chairman, Chief Executive Officer, Chief Financial Officer and Company Secretary.
  • Exec Board and Directors visit stores and other sites regularly.
  • Weekly and monthly “huddles” held, and Gazette magazine published quarterly.
  • Independent whistleblowing helpline.

Why we engage

We believe that a to be a great place to shop, Dunelm also needs to be a great place to work – we can only deliver great products and services to our customers through the hard work and commitment of our colleagues.

Issues relevant to this group

  • Fair employment.
  • Fair pay and benefits.
  • Diversity and inclusion.
  • Training, development and career opportunities.
  • Health and safety.
  • Responsible use of personal data.
  • Environment and community.

SUPPLIERS

How the Board engages

  • Annual supplier conference held, attended by the Chairman and Executive management.
  • Supplier presentation to the Group Board.
  • Key suppliers attend the annual colleague conference.
  • Chief Executive Officer and Deputy Chairman meet regularly with key suppliers.
  • Annual Board presentation on ethical trading / modern slavery.
  • Supplier payment terms reported to the Board and published.

Why we engage

  • We do not manufacture the vast majority of the products that we sell; therefore we need to maintain relationships with suppliers and manufacturers worldwide who can meet our high standards.
  • Suppliers must demonstrate that they operate in accordance with recognised standards that uphold human rights and safety, prohibit modern slavery and promote sustainable sourcing.

Issues relevant to this group

  • Fair trading terms.
  • Anti-bribery.
  • Ethics and slavery.
  • Operational improvement.

ENVIRONMENT

How the Board engages

  • Company Secretary chairs the Sustainability Committee, which considers matters relating to the environment, community and other topics.
  • Annual report to the Exec Board.

Why we engage

We are committed to minimising the impact of our business operations on the environment. It is also important to our colleagues, customers and shareholders.

Issues relevant to this group

  • Energy usage.
  • Recycling.
  • Waste management.
  • Packaging materials (e.g. plastic) and minimisation.
  • Emissions from company vehicles.

COMMUNITY

How the Board engages

  • Charity Committee in place to spearhead charitable and community activity, reports to the Exec Board and the Board.
  • A representative of the company-sponsored charity attends the annual company conference.
  • Charitable activity reported in the “Gazette”.

Why we engage

We aspire to be responsible members of our community as it reflects our principle to do the right thing. It is also important to our colleagues, customers and shareholders.

Issues relevant to this group

  • Charitable donations.
  • Employment opportunities.
  • Volunteering.
  • Environmental impact.