1 The Severn Trent way 2011
2 These are our principles. They help us all understand how to think about the actions and decisions we have to take every day. This way, we remain who we want to be and always act as we should. What you ll find here: Introduction 01 Doing the right thing Tony explains Our principles Keeping everyone healthy and safe Supporting employees rights and diversity Maintaining ethical and honest behaviour Staying free from bribery and corruption Keeping our communications open and responsible Delivering excellent customer service Working within the community Protecting our environment Standing up for what s right In all our hands 24
3 The Severn Trent way Severn Trent works all over the globe to provide world-class water technologies and services to our customers. This booklet details the principles we work by. It explains who we are, what we stand for and how we work. It also tells others they can rely on us. Our principles apply to all of us in any of Severn Trent s businesses. They provide a common and consistent framework for responsible business practices and set out the standards we need to follow in our day-to-day activities, no matter where we are working in the world. These standards require us to stay within the law and to act fairly and with integrity in all we do. But we can t cover all potential situations. So at Severn Trent we are also asked to use our own judgement and think about how we can uphold our principles and maintain our standards in any situation. Each and every one of us is responsible for the way we work and behave at Severn Trent. It s part of our job to keep on asking, Is this right? and if we think it isn t, to challenge it. In the end, our reputation and business success depend on the decisions we make, and the actions we take.
4 The Severn Trent way The way we do things at Severn Trent. Every day we have to make about what we do and how we do it. Most of the time it s clear what the to do is, whether it s about doing what s safe, doing the right thing for customers, doing what s right and indeed what s right But sometimes we re faced with situations where things aren t so clear. If that happens, ask yourself these questions: Is it safe? Does it feel right? Does my decision affect or hurt anyone else? If you re still not sure, ask someone else.
5 The Severn Trent way We have different challenges, but we share the same principles. To help us all make the right choices we have a range of policies and procedures, we provide training so we ve got the skills to do our work and of course we have friends, colleagues and managers at work who can help us with advice and guidance when we ask. Sometimes though, we might be faced with a situation or issue where it s not clear what we should do. In these circumstances we may need to use our judgement to make a decision or to advise others on a course of action. We can t foresee every situation, so here we describe the key principles we believe should guide our decision-making and our actions. These form the basis of the way we do things at Severn Trent, whether we are working in the UK or around the world. They exist to help us think through what s right and therefore what we must do. For us doing what s right, even when it may result in a commercial loss, comes before all else and no one in this company will be criticised or penalised for doing that. We try to do excellent work with honesty, integrity and pride, and do our utmost to ensure our activities do not harm the health of our customers, members of the public or anyone who works for us. We also place particular importance on working together. So remember when you do find yourself facing a difficult situation, you re not alone. If you re not sure what to do, or have doubts about what you re doing, always look here first, and talk to someone. Tony Wray Chief Executive
6 The Severn Trent way These are the things we stand for. They are not written in detail or small print. They guide our actions and behaviours. They ask us to think. They help us do what s right.
7 The Severn Trent way We believe no one should be harmed as a result of any work we do so everyone stays safe and well. Go to page 06 We value, support and protect the rights and dignity of the individual and the diversity of our people so we are all treated with respect. Go to page 08 We are always honest and act with integrity so everyone trusts us. Go to page 10 We always make sure we are free from bribery and corruption so people know our decisions are made for the right reasons. Go to page 12 We communicate openly, honestly, clearly and responsibly so we stay transparent. Go to page 14 We work to meet our customers needs and exceed their expectations so they work with us again and again. Go to page 16 We act responsibly and respectfully towards the communities we work in so they know we care about them. Go to page 18 We respect and protect the environment, and minimise our impact on it so we safeguard the future. Go to page 20 We always speak up when we believe our principles are being undermined so we uphold our principles together. Go to page 22
8 The Severn Trent way My manager is asking me to finish a job quickly, but I m not sure I will be completely safe. What should I do? We believe as a result of any work we do. We believe neither employees, customers, contractors or any person should be harmed as a result of work we do or services we provide. We are strongly committed to achieving an incident-free environment. We always make sure we have the right health and safety standards and procedures in place, along with the right tools and equipment. We understand that safety is the responsibility of everyone. We make sure all employees, subcontractors and third parties are properly trained and feel confident to challenge and report unsafe practices. We actively monitor the effects our work might have on health, and ensure everyone on our team is fit and healthy to do their job competently and responsibly. We constantly seek to eliminate the causes of accidents and risks, learning from every incident so it can never happen again. we care about people. In our business carelessness, lack of planning and lack of leadership, can result in serious accidents and even deaths. safety is at the heart of who we are and how we work. If we fail to implement the right procedures and maintain exacting standards of care for our people and the public, we put others in risky situations. Severn Trent Health, Well-being and Safety Policy Severn Trent Security Policy Severn Trent Enterprise Risk Management Policy
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11 The Severn Trent way A colleague often makes jokes that offend me. Do I ignore it? We value, support and and dignity of the individual and the diversity of our people. We believe in treating everyone equally with fairness, encouragement and respect. We won t tolerate any behaviour or attitudes that discriminate against anyone, or coerce, intimidate, bully or harass others, or threaten them with verbal or physical violence and we encourage people to speak up whenever we see such things happening. We support every individuals human rights and refuse the use of child labour and forced labour under any circumstances. We work together to create an environment where we all have equal opportunities to achieve our full potential, diversity can flourish, everyone is respected, and talent is recognised and developed. how we treat each other is fundamental to who we are and what we want to be as a business. Abuse, exploitation or discrimination are opposed to all that we value and wish to uphold wherever we work in the world. where all our people can flourish equally, we know we will flourish. Making the best use of our talent will benefit our business, people and society. Severn Trent Human Resources Policy
12 The Severn Trent way It turns out we overcharged in our quotation, but it s already been accepted. Do I just keep quiet? We are always and act with. We believe in establishing enduring and equal relationships with all our stakeholders, because we re confident that good ethics leads to good business. We always set out to act in our customers interests, to the highest standards of excellence, never gaining advantage through dishonest or uncompetitive means. We depend on the skills, excellence and goodwill of those who work with us. We make sure their standards and practices are consistent with ours. We never seek to bully or cheat our contractors or suppliers, and ensure they are fully, fairly and promptly paid for their services. We are transparent in all our dealings with government and regulators, fulfilling our obligations honestly and promptly. our reputation for integrity is perhaps our most valuable business asset. If we lose it through dishonesty or because we re discovered trying to do something that s underhand, unfair or unethical, we also lose our customers trust and those who work with us. just one act of dishonesty, and sometimes even the suspicion of it, can destroy our credibility, our share price, our working relationships and our future. Severn Trent Competition Law Compliance Policy Severn Trent Procurement Policy Severn Trent Enterprise Risk Management Policy
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15 The Severn Trent way I think I may be breaking the rules but it s how they do business around here. Should I do the same? We always make sure we are free from and. We believe in always doing our business legally and ethically. So we never offer or accept bribes, or participate in any kind of fraudulent or corrupt practice, even when not to do so would clearly result in commercial loss. We avoid political donations and giving or receiving money, gifts or favours that could influence someone s decision or be open to misinterpretation. We understand that offering or accepting proportionate hospitalities is fine. Our principle is to respect the traditions and cultures of the countries and communities in which we work, always applying the highest ethical standards and rejecting illegal activities. We believe prevention is better than cure and have the right procedures in place. If we have any doubts about what we should do, we speak to our manager. we are strongly committed to enhancing ethical practices worldwide. even if a bribe might be customary and help obtain or retain a contract, any corrupt activity could seriously damage our business and our reputation. the legal consequences of non-compliance, including large penalties and/or imprisonment, are too high to be ignored. Severn Trent Anti-Bribery and Anti-Fraud Policy
16 The Severn Trent way Surely it s better to tell clients what they want to hear, even if it means exaggerating a bit?
17 The Severn Trent way We, honestly, clearly and responsibly. We don t hide information others should know; we don t disclose information they shouldn t. We re clear and honest about our products, services, processes, policies, achievements and prospects. So: we tell people what they need to know in good time we always try to inform; we never try to mislead we make sure what we say is accurate, appropriate, clearly stated, and clearly understood we listen we keep trying to get better. We want our customers to know that we keep any confidential information or data we have about them safe and secure. We don t try to get information about our competitors through any unlawful or dishonest means. clear two-way communication is at the heart of great teamwork and successful projects. information that s unclear or misleading, not given when it should be or given when it shouldn t can obstruct progress and is potentially dangerous. we need our stakeholders to trust us. What we say about ourselves and them, how we say it and when we say it, has a vital role in creating or destroying that trust. Severn Trent Continuous Disclosure and Communications Policy Severn Trent Information Management Policy Severn Trent Share Dealing Policy Severn Trent Security Policy
18 The Severn Trent way We made a mistake but the customer didn t notice. Should I cover it up? We work to meet our and exceed their expectations. We want our customers to trust and value the service we provide to them, meeting and exceeding their expectations every time we deal with them. We go the extra mile to ensure the services and products we offer are consistently excellent, reliable, safe and appropriate. We do our utmost to make it easy for our customers to contact us, dealing speedily, efficiently and sympathetically with their enquiries and concerns, being honest and open and taking personal ownership for solving their problems. customers have choice and access to information that helps them choose. Our products and services must be consistently excellent in order to give customers confidence in the service we provide. we aim to give customers a lifetime of positive experiences and leave them feeling valued. If we do this, we will delight our customers and they will recommend us to others. Remember that what we do is fundamental to people s lives water and not just about a better offer. Severn Trent Customer Policy
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20 The Severn Trent way I m worried that my work will affect the local community. Should I talk to them? We and respectfully towards the we work in. We want our work to bring value to the community, not distress. We are always aware of the impact our activities might have and ensure they are carried out considerately, with minimum disruption. We care about the concerns of local communities and know how important it is for people to feel they are being heard. We believe in communicating, listening and trying to act on concerns whenever we can. We provide people with a complaints procedure and we take their complaints seriously. We seek to play a positive and beneficial role in the wider community through charitable partnerships and by encouraging and supporting our employees to participate in community affairs. what we do is an integral part of the community and the community is ultimately our customer. More than most industries, we are dependent upon our relationship with local people, and the wider community as a whole. Poor relationships damage and can even destroy our reputation. Good relationships win us goodwill. Severn Trent Community Policy Severn Trent Corporate Responsibility Policy
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23 The Severn Trent way I have accidentally discharged chemicals into the water supply. Should I care? We respect and, and minimise our impact on it. We want to protect and improve our environment for the future, not destroy it. We choose to set environmental standards that require us to go beyond minimum legal requirements and we ll continue to raise the bar for the future. We try to ensure our suppliers adopt similar environmental standards and controls. We make mitigating our environmental impact a core part of what we do by building it into projects we undertake. We are effective and responsible stewards of the biodiversity on our landholdings. We play a leading role in promoting water as a vital resource, communicating and educating consumers in water conservation; engaging in debate with regulators and other stakeholders to deliver a sustainable water industry. as a business we depend on the natural cycle of water and the measures, behaviours, attitudes and actions that ensure our water resources remain sustainable. acting responsibly and sensitively towards the environment and taking environmental issues seriously, is key to how we are judged as an industry. The environment is our business. Severn Trent Environment Policy Severn Trent Corporate Responsibility Policy
24 The Severn Trent way I think the project manager is falsifying claims and overcharging the client. Others on the team seem to know. What s my next move?
25 The Severn Trent way We always when we believe our principles are being undermined. Our principles are there to challenge us and ensure we work to the standards we set ourselves as a company. They are also there to protect us and create an environment in which fairness, integrity and respect are the norm. It s the job of each of us to make sure that s how it stays. We all play a part in keeping our values and principles alive and relevant in our day-to-day activities. Sometimes this will mean facing difficult situations when we must stand up and challenge behaviour or practices we think are wrong. When this happens, it is important for all of us to know that we will always be supported by the company. It can take courage to speak up for what is right. We want everyone to know that we stand behind those who find that courage. As a company, Severn Trent promises to safeguard all those who defend our principles and ensure no retaliation is taken against them. All we ask is that your concern is genuine. We treat all concerns seriously, conducting investigations and taking appropriate actions. Engaging in illegal activities or undermining our principles may result in disciplinary or corrective actions, up to and including dismissal. We provide a clear and confidential process for people to report their concerns: 1. Try to speak up at the earliest opportunity, ideally to your line management. 2. If you feel you can t do this, think about contacting one of your senior managers or the executives named in Speak up our Whistleblowing Policy. 3. If you don t feel comfortable to talk to anyone at work, you can use a confidential reporting line operated by Safecall, a completely independent company that specialises in handling concerns at work. They ll take details of your concern and send a report to Severn Trent. Please refer to the phone numbers given in Severn Trent s Speak up Whistleblowing Policy. Severn Trent s Speak up Whistleblowing Policy
26 The Severn Trent way Helping each other think through Each of us also plays an important role in helping one another to find the right answer. This is especially true of our leaders and senior managers. We need people who lead by example, who are a role model for others, who act and decide according to our principles, so we know we can go to them when we need advice. There s always someone to help. If you re not sure what to do, just ask your manager or a colleague. Or phone Safecall. Please refer to the phone numbers given in Severn Trent s Speak up Whistleblowing Policy. If you need additional support or advice, there are more resources to help guide you to the right decisions. You can also find briefing material, translations and details of all the Severn Trent Policies on It can also be made available in alternative formats, including Large Print, Braille and Audio CD. New challenges and issues emerge all the time, so now and again we ll be updating our principles to keep them relevant and we welcome everyone s input to help make each new version better than the last. Remember we all hold our company in our hands. What we do, or fail to do, defines the environment we work in and can enhance or destroy the reputation of Severn Trent. Thank you for using your judgement to help us perform these principles in all that we do.
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28 Got a question or want to know more about the issues covered here? Then please contact us. By