259994 Phoenix Energy Responsible Business Report 2025.pdf

Responsible Business Report 2025

Management of Material Topics: Social

Topic

Materiality Impact

Policies / Commitments / Actions

Health and safety considerations are critically important for Phoenix due to the inherent risks associated with handling and distributing gas and those associated with constructing a gas network. Neglecting health and safety protocols can lead to severe consequences, including gas leaks, explosions, fires, exposure to toxic substances and increased accidents and injuries. These incidents can result in loss of life, property damage, environmental harm, legal liabilities, and damage to Phoenix’s reputation.

Phoenix ensures strict adherence to safety regulations, conducting regular inspections and maintenance, providing comprehensive training to employees, and investing in advanced safety technologies. Phoenix’s Occupational Health & Safety Management system is certified to ISO45001 and compliance is measured as part of the internal audit programme managed within the business and is externally verified on a 6-monthly basis. Phoenix recognises that prioritising EDI is not only the right thing to do ethically but is also strategically important to drive sustainable growth, innovation, and competitive advantage in an increasingly diverse and dynamic business environment. We maintain an Equality, Diversity and Inclusion Policy that outlines our commitment to promoting equality and to operating fairly and equitably in our dealings with employees, prospective employees and in all our external relations. Phoenix promotes a good and harmonious working environment where every individual is treated with respect and dignity and in which no worker feels threatened or intimidated for any reason. The importance of community development within the Phoenix CSR Plan is demonstrated by its positioning with the LIFE programme, the F standing for ‘Fostering our Community’. Phoenix has an active and visible presence in the local communities within our Licence areas. Positive impacts for our stakeholders and the community we serve are delivered though meaningful engagement, contribution and volunteering that reflect the needs of each community. Phoenix regularly performs customer satisfaction surveys to assess customer’s perception of the services provided Phoenix and independent installer companies. The feedback obtained from customer surveys are utilised to improve our service offering, thus ensuring that high levels of service continue to be provided to our customers. Following the completion of an assessment in August 2024 by BSI, Phoenix has achieved certification to ISO:22458 Consumer Vulnerability. Phoenix Energy are only the third company in NI and the first utility network operator in NI (across electricity, water and gas) to achieve this certification. Phoenix’s Employee Engagement Policy outlines our commitment to effective staff engagement and recognises the benefits this can bring in securing commitment and delivery of the Company’s aims and objectives. In November 2024 Phoenix Energy’s employees completed the survey and Phoenix was certified as a Great Place To Work ™.

Health & Safety: Employees Health & Safety: Customers Health & Safety: Community Health & Safety: Contractors Health & Safety: Supply Chain

High

High

High

High

Medium

Safe Working Conditions

High

Equality, diversity, and inclusion (EDI) are essential for fostering a positive work environment, driving innovation, improving customer service, attracting top talent, ensuring legal compliance, enhancing brand reputation, and fulfilling Phoenix’s social responsibility obligations. By prioritising EDI, Phoenix can create a more inclusive and equitable workplace and contribute to long-term business success and sustainability.

Equality, Diversity & Inclusion

High

As a leading NI utility, Phoenix has the potential to play a pivotal role in community development by leveraging our resources, expertise, and influence to create positive social, economic, and environmental outcomes that contribute to the overall well-being and prosperity of the communities we serve.

Community Development

Medium

Customer satisfaction is a critical success factor for Phoenix, impacting reputation, regulatory compliance, competitive position, revenue growth, and operational efficiency. By prioritising customer needs and delivering exceptional service experiences, Phoenix can build trust, loyalty, and long-term relationships with our customers, driving sustainable business performance and shareholder value.

Customer Satisfaction

Medium

Employee engagement is a critical driver of success for Phoenix, impacting safety, service quality, innovation, productivity, talent retention, and organisational culture. By prioritising employee engagement and creating a supportive work environment, Phoenix can unlock the full potential of our workforce and achieve sustainable growth and success in the long term.

Employee Engagement

Medium

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