Our Corporate Responsibility

Our Marketplace

The nature of our work is to advise and assist our customers with health, safety and environmental issues.

In 2009 170 people attended our free events. Obviously there is commercial benefit for us doing this, however each of the delegates received free training or personal development making this a sustainable initiative. In a similar way, 96 people downloaded our free guides that are available on our website.

As our service is based on people and knowledge we have a relatively small number of suppliers. We try to source as locally as possible and in 2009, 28% of our net spend was with local suppliers. This creates a sustainable local economy and minimises emissions from transport.

More than 99% of our suppliers continue to be paid within agreed timescales.

In our marketplace we grow from developing partnerships with customers by delivering reliable advice. To ensure that we meet customer expectations we carry out an annual customer satisfaction survey. Fifty five responses were received in January 2010 and 66% of them rated the customer service at Elementus as excellent and a further 34% said our service was good. In addition to this, 64% of new customers in 2009 came from referrals.

To improve our service delivery we have monthly ‘Cultural Improvement Group’ meetings. This allows us to review all our processes to ensure they are carried out in the best interests of our customers.

We continue to introduce new services as demanded by the marketplace. In 2009 this has included building on the services we provide help customers meet their environmental obligations to reduce carbon usage. This in turn supports their own CR goals, which was one of our aims for 2009.

The number of complaints we receive demonstrates the quality of our offering. In 2009 this was just 3 complaints in 3215 visits.

Improvements for next year:

• Further improve our customer feedback
• Continue to pay more than 99% of our suppliers within agreed timescales

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