Safer gambling

Objective

KPI

2018

2017

Comments

Protect the vulnerable

Number of self-exclusions (UK)

Retail -
Online -

Retail 11,024
Online 38,913

A customer experiencing gambling-related harm is able to ask to be ‘self-excluded’ and we will do everything we can to prevent them gambling with us. Shop customers exclude from multiple shops via MOSES. Since June 2018, we have been live with GAMSTOP for online self-exclusion

Strengthen support

Research, education and treatment (RET) contributions

£1.35m

£1.35m

Our principal donations were to GambleAware and Senet. This equates to 0.1% of UK gross gaming yield

Our culture

Objective

KPI

2018

2017

Comments

Foster strong engagement

Employee engagement index – participation rate

88%

89%

Participation in our annual colleague survey, ‘Your Say’ remained very high at 88%. More importantly, our eNPS improved by 16 percentage points. Engagement increased by 4% in what was a difficult year

Invest in colleague development

Total number of training days

Value of training investment (£)

26,639


£2.158m

25,062


£1.345m

We invest in training both to ensure our colleagues are well equipped to deliver our goals and to give our people the opportunity to grow and develop. Training is available on a wide range of role-specific topics, generic skills and leadership. A key focus has been strengthening our approach to compliance training with the launch of a Responsible Gambling programme completed by 29% of our people

Operating with integrity

Objective

KPI

2018

2017

Comments

Customer satisfaction

Retail Net Promoter Score

Disputes referred to IBAS

IBAS disputes found in customer’s favour

76%


331


2.4%

76%


315


1.0%

Mystery shopper scores in Retail remained stable after improving significantly in 2017

We want customers to feel they are treated fairly and openly. When they disagree with our decisions, they can refer to IBAS, an independent arbitrator. In 2018, in 97.6% of referred cases our original decision was upheld

Health and Safety

RIDDOR reportable accidents – customers

RIDDOR reportable accidents – colleagues

1


2

3


7

RIDDOR requires all accidents to be reported

RIDDOR requires accidents to be reported when they result in absence from work over seven days

Shop security

Incidents of violence in the workplace

Number of robberies

Number of burglaries

Number of cash-in-transit incidents

Average cash loss from OTC robberies

466


87

51

8


£369

340


97

53

15


£233

Betting shops experience security issues due to their position as a cash-based environment on the high street, and the safety of our colleagues, customers and local communities is a continuous priority. Through robust security measures, we have significantly reduced crime over the last decade. Against 2008, robberies are down 74%, burglaries are down 72% and cash-in-transit incidents are down 69%. Incidents of violence in the workplace remain a concern and we hold around 100 anti-social behaviour workshops for shop teams and other colleagues each year. Average cash loss increased as the number of incidents reduced by 10%

A positive contribution

Objective

KPI

2018

2017

Comments

Foundation grants

William Hill Foundation grants

£24,646

£28,004

The William Hill Foundation’s hardship fund supported colleagues across the Company, making 13 grants in 2018

Supporting sport

UK horseracing levy

Sports sponsorship

£18.5m

£9.1m

£19.1m

£11.4m

We support sports through sponsorship, media rights and horseracing and greyhound racing levies

Reducing our environmental footprint

Total CO2 equivalent (tonnes)

31,853

41,275

Our tonnes of CO2e decreased by 23% as we introduced LED lighting into our shops