Determining what matters most

We recognise our responsibility to remain a good corporate citizen, particularly when it comes to caring for the environment, local communities and our people. This means making a positive contribution to society and working transparently and responsibly to create lasting benefits for all stakeholders.

We determine our ‘key stakeholders’ by assessing the impact that different groups have, or might have, on our performance, as well as the impact that our operations have on their well-being. When building stakeholder relationships, we are committed to transparency of information, considering their interests, receiving feedback, actively co-operating with them and conducting our business both ethically and with integrity. This enables us to accommodate their needs when making strategic and operational decisions.

We define as ‘material matters’ those issues that are most important to our internal and external stakeholders and our value creation processes: growth, success and sustainability. We take these into account when determining our strategic priorities and the content of our corporate reports.

In order to verify these material topics during the reporting period we surveyed our top managers, employees and external stakeholders to understand which topics defined in 2019 are still considered a priority for 2020, and which additional areas they considered significant for the year.

Consequently, internal and external stakeholders identified the following material topics for 2020: financial performance and delivery of the investment programme and operational efficiency in terms of our energy efficiency measures. Health and COVID-19 resistance ranked highest on every stakeholder’s agenda.

We disclose information through a wide range of communication channels: website, press releases, social media channels, annual integrated reports, sustainable development reports and corporate media.

Engagement highlights in 2020

The pandemic moved a lot of communication channels to an online format. We started a series of online interviews with management on social media, where employees and other participants could ask their questions. We launched a Public Control Map for heat customers, where they could measure the temperatures in their house and compare it to the indoor temperature in other houses or districts. Many business meetings and conferences were held online.

Stakeholders Key material issues How we engage
CUSTOMERS
  • High-quality products and services
  • Mutual adherence to business ethics
  • Safe customer service in light of COVID-19
  • Conferences and exhibitions
  • Business meetings
  • Hotlines and complaint resolution channels
  • Unified customer portal for heat consumers
  • Satisfaction surveys
EMPLOYEES AND TRADE UNIONS
  • Financial stability and development prospects
  • Health, industrial safety and emergency preparedness
  • Fair remuneration and social support for employees
  • Human resources policy and labour relationships
  • Staff training, including training for new jobs
  • Trade union and collective bargaining agreements
  • Corporate systems of training and development, social support for employees
  • Regular meetings between management, Board of Directors and employees
  • Corporate media
  • Ethics and compliance hotlines
  • Satisfaction surveys
SHAREHOLDERS AND FINANCIAL STAKEHOLDERS
  • Financial stability and development prospects
  • Industrial safety and emergency preparedness
  • Operational efficiency
  • Corporate governance, risk management and transparency
  • Capital markets days
  • One-on-one meetings
  • Perception studies
SUPPLIERS AND BUSINESS PARTNERS
  • Mutual adherence to business ethics
  • Clear specifications and requirements for suppliers
  • Responsible supply chain management
  • Business meetings
  • Conferences and exhibitions
  • Hotline for compliance issues
STATE AUTHORITIES AND LOCAL COMMUNITIES
  • Financial stability and development prospects
  • Company’s role in regional social and economic development
  • Environmental impact of the company’s operations
  • Contribution to urban infrastructure development, including anti-COVID measures
  • Support for local suppliers
  • Joint projects with regional and local authorities
  • Face-to-face meetings, participation in working groups, round tables and forums
  • Public hearings on introducing new technologies, environmental projects
  • Social, charitable and environmental projects
  • Site visits to our operating facilities for local community representatives
  • Hotlines
NGOS, EXPERT ORGANISATIONS, ACADEMIA
  • Environmental impact of the company’s operations
  • Corporate governance, risk management and transparency
  • Contribution to urban infrastructure development
  • Participation in committees, working groups, round tables and public hearings
  • Joint study, evaluation and implementation of social and environmental projects
  • Participation in Russian and international professional unions and organisations
  • Joint projects with regional and local authorities