CSR Report 2016

Mindful of the increasing sophistication of Sustainability reporting (vide Global Compact CoP) – intriguingly balanced by non-engagement with the SME community (both GC and BITC, who quietly dropped the SME category in their Community Awards), alongside the recent ISO guidance on stakeholder engagement, we’ve expanded the content of this report – and endeavoured to address the reporting frameworks as appropriate to our size. CEO Statement It is my intention that we have a positive impact on all our stakeholders, that we actively engage and contribute to our local communities, that we follow and help promote best practice as outlined by global authorities, that we have a positive impact on all those we touch; that observers should, with justification, say “as a Company and as individuals, McFT does the Right Thing”. Chris Craggs, CEO, March 2017 The Business With a healthy economy, another year of robust growth : Highpoints were

the consolidation of our programmes for training and development – from technician through placement students and graduates capped by the achievement of Investors in People Platinum status

Continuing growth in the Gulf with the lauch of our team in Qatar, bringing team in the Gulf now up to 32 in less than 2 years.

Scope & Limitations With our spreading geographical locations, we recognise the need to extend our reach, assimilating local cultures and needs. As previously documented, our status both in the supply and procurement chains is not currently such that we can exert much influence, still less require change – all we can do is spread the good word – this report being an example.. Governance McFarlane Telfer is a privately owned limited company, managed by the majority shareholder, Chris Craggs, alongside an experienced senior team with line responsibilities. The company has regard to all its stakeholders – suppliers, community, the industry as well as staff and families. Direction and balance is given by recourse to external and experienced business advisors across various sectors – from HR & Finance to the Environment and Health & Safety. In order to ensure awareness and compliance, officers of the company keep abreast of Legislative, Trade and Governance issues by exposure to a regular and wide range of CPD and bring back the pertinent developments for implementation by the team. The company measures itself and seeks accreditation against global standards and best practice. Business Model The company focuses on provide commercial kitchen maintenance services (planned and reactive) for corporate customers, healthcare, education, the public sector and public venues. In the UK this entails a head office located in Maidenhead with central administrative functions and a team of mobile technicians. In the Gulf, we have similar setups with offices in Dubai and Qatar. Risks Assessment The company conducts regular strategic reviews against the PESTEL matrix, is mindful of macro-economic and political conditions (the current business model has evolved in the light of previous recessions), customer concentration, the march of technology, regulatory reform and social change – and pro-active in managing those risks. Labour Practices The company continues to be a member of the Living Wage Foundation and works to ensure benefits are among the best in their sector. (see McFT People website for current benefits)

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Human Rights The company continues to operate in accordance with SRM8000 and follows the guidelines laid out in ISO26000. In the course of 2017, the company expects to be become a Local Network member of the UN Global Compact.

Practical Actions The main body of this report summarises the actions we take in compliance with UNGC; with regards to corruption, we have chosen to work with market sectors for whom these standards, including the UK Bribery Act are important – copies of relevant Policies are publicly available on our Customer Portal. Measurement As evidenced by our ongoing ISO registrations, our documented Waste and Carbon actions along with Awards for People, the Environment and CSR gathered over the years, we invite regular 3rd party assessment and bench-marking with a view to demonstrating excellence rather than compliance. Affirmation

I confirm our permanent commitment to the UNGC Principles: Human Rights, the Environment and the fight against Corruption. Chris Craggs, CEO.

Training & Development The whole business was delighted to be recognised as Platinum standard Investors in People and continues to be a committed member of the 5% Club. Structured development plans cover not only new trainees but more experienced and senior engineers – the first two cohorts gained EngTech qualifications this year – as well as junior management programs and Institute of Leadership and Management through to Level 5. Senior executives attend a wide variety of CPD events and feed back relevant learnings. Placement students continue to come from UK and Dutch universities, and graduates have joined from North America. Opportunities include junior management roles in the developing Gulf operation.

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In recognition of the developing ISO best practice requirement for reporting to stakeholders, we are slightly expanding the following sections

Health and Safety OHSAS 18001 Our over-arching aim is for all our people to regard Health and Safety as a Good Thing – getting home in the same condition as they came to work. Regrettably, the authorities have contributed to a contempt for ‘Elf & Safety gone mad” – and the current HSE structure makes no effort to assist – it’s strictly punitive. It is therefore our mission to see Health & Safety as a Positive, inseparable from carrying out a professional job – and a great differentiator when it comes to customer perception and evaluation. Risk assessment: Road safety : we identify this as our single biggest risk area; to that end, we are accredited members of FORS, we carry out driver assessments on induction (including grey fleet), we report monthly to the team on driver performance (speeding, PCN’s, mpg, telematics) and arrange annual team briefings from Road Safety specialists. We thoroughly investigate every incident and re-assess drivers when deemed necessary. Chris has this year contributed to the steering group of the FORS standard review and we initiated and piloted the LCV (trade) training module of the Safe Urban Driving course – with our drivers all learning and experiencing the challenges of Vulnerable Road Users. And we ended the year with a record low in numbers of points on licences and in tracked speeding events - with clear evidence of individuals modifying their driving behaviour. Utilities : Our inherent trade activities working with gas, electricity, water and refrigeration systems all involve significant risks which we ensure are covered with our compliance training (records available to all via Human Focus) as well as by regular field assessments of our team. Other significant risks include : working at height, manual handling, hot works and lone working as well as the nature of the kitchen environments we work in – slips, trips, burns, fumes, congested work areas. We train, review and field assess our people to make sure all are mindful. Training: All staff have comprehensive induction; all engineers take the BSC Risk Assessment and Approved Person First Aid. The intention is that ownership of Safety in the Work Place should belong with the individual – empowered to assess and respond according to guidelines and their own informed judgement. Operations : all tasks are preceded by a recorded dynamic risk assessment which is submitted in advance of work starting – we believe the most comprehensive and immediate solution in our industry. Audit: We undertake quarterly site audits, spending a day in the field with H & S advisor, Company Director and technician reviewing colleagues. The Process is always well received, findings are documented, circulated and actioned. We can never be complacent – but the circumstantial behavioural evidence provided by our declining driving misdemeanours as well as feedback from customers give us hope that we are making significant progress .

“Always a pleasure, engineers are

polite and professional at all times,

their out look to site safety is

commendable”

Petro-Chem Facilities Manager

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The Environment ISO14001 In line with our ISO accreditation and best practice, we regularly review our significant impacts: Emissions We make efforts to control our emissions - from selection of vehicles, reporting and reducing consumption through driver feedback, measuring and controlling our utilities consumption which, while up overall, shows a downward trend proportional to our increasing numbers.

Waste We continue to monitor and account for our handling of waste, including that handled on behalf of customers – ensuring that WEEE is disposed of and accounted for in line with regulation. Fridges and freezers are properly recorded and accounted for – and we continue to be accredited to Refcom Elite – audited and compliant record-keeping on the safe handling and disposal of refrigerant. Trees

Fair Operating Practices In line with experience gained from the Charter Mark and EFQM, the company continues to actively seek customer feedback on all aspects of its business and, through investment in new technologies, has increased feedback response rates, improving the quality of the data. All complaints are brought to the attention of senior management, logged, investigated and formally closed out when completed. During the course of 2016, we’ve implemented a customer portal with the intention that with initial call-handling and progress visibility in place, we will also show a range of KPI’s along with all feedback relating to a particular customer – good and bad. Overall company results will be published as part of this report in coming years – as part of our goal of transparent performance reporting.

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Community Investment and Development The business looks to have a positive impact on all stakeholders – and none more than the communities we live, work in and serve; we are mindful of local needs, survey our own teams for causes close to them and seek to assist those less well off than we are. Starting with support and opportunities for young people, we carried out the following activities :

University Careers fairs : Southampton (x2), Brunel, Reading Schools Careers Fairs : Eton College, Ranelagh Work Experience : one person in the office team for a week, inducted and observing the

operation and delivering a useful project: Eton College, Windsor Boys

NCS The Challenge:

3 groups of 8-10 students in year 11 & 12 visited the office and spent time in all departments Fund Raising & Help for Charity We continue to promote our home-grown Prostate Cancer awareness programme – MOT@50 – and have plans for 2017 to take it further, particularly into garages. And Grahame and others continue to scare the horses and raise money for Movember every year.

Aware that we recover equipment from our customers which, although no longer fit for their purposes, still has plenty of life, we’ve started a re-homing scheme – for worthy causes – or, if sold, for the revenues to go to good causes. Rosie started off with some freezers for the local Foodshare facility where she

volunteers.

And Mike and Sophie Locke left a stray with the dogs’ home – a Falcon cooking range for Hearing Dogs for Deaf People - but they thoughtfully brought Chris back to work…

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Plural Honour

The Community Year started with a great honour: HRH the Duke of York opening the kitchen we provided for BCA back in 2015 – alongside our fellow Royal Warrant Holders, Howden .

And we followed with the commission of the painting of a Day in the Life of McFT, produced by six artists from Arthouse Meath, another contact through Colin & Barbara Stokes.

More for the Magpies Nest… The major community project of the year was T-Bar-2 – the fully refurbished and equipped snack and drink operation at Maidenhead Football Club. Sasha, Peter and Jason delighted to more than double their food and drink service capacity – and we reckon it’s the reason MUFC have dominated the table since – and the gate is double what it was last season – it’s those crisp chips from the gas fryers. Thankyou to our co-conspirators on this venture – including Cezar, Brendan at Lincat & Simon at Pentland. We continue to support our previous efforts at Parkside in Farnborough – more on this in 2017.

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Shouts We record our customer feedback (see Fair Operating Practice above) and reward the recipients with a cash contribution towards the overall CSR – overall winner last year was Nigel Gardiner – who led the team, with 40 Shouts, out of a total of 398. Challenges Adrian and Alistair had unfinished business in the mountains, so with Chris as chauffeur, dashed off around the country to knock off Ben Nevis, Scafell and Snowdon in under 22 hours. Mark’s Mob made up two teams for the final Wight Challenge – mountain bike, canoe and killer run; amongst others, Alistair, Mark, Rosie and Louise all ran, cycled or walked for good causes. And the Golf team raised money but failed to raise their game at the annual Alliss Day for the Prostate Project at Hindhead Golf Club. Chris & Paul Temple turned out to support PP at the Sammy Rimington Jazz Evening – New Orleans comes to Surrey. Support Causes we’ve helped this year include Maidenhead Waterways – helping to really transform the neglected town centre,

Spelthorne Football club – Team Pyle, Snowcamp (first supported in 2011), Jeans for Genes and Maidenhead Heritage Museum.

Industry We’ve continued our support for the hospitality industry – members of Hospitality Action, sponsoring lunches at the Fat Duck for the winners of ACE Ready Steady Cook. And prize dinner sponsors for Maidenhead Chamber of

Commerce Dinner Dance. Finally, we are very proud to say that our team is now involved in payroll charitable giving – and contributes every month to the overall CSR fund – allowing us, in conjunction with money raising and company donations to support all these fantastic causes. Many thanks to all. And special thanks to those on the CSR committee who’ve given this aspect structure and process this year – Paul Temple, Matt Alderton, Grahame Ansell, Kate Smith, Darya Rasool

398 3 x 5 £ 1,990

53 I-Shouts £ 530

£ 2,520

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CSR Accounts 2016

Company Support

Staff Sum raised

Projects Delivered

Maidenhead United Football Club

£ 9,420

Parkside, Aldershot & Farnboro'

£ 390

Foodshare

£ 480 Financial Support/sponsorship

Arthouse Meath

£ 4,228

Charity Wines

£ 195

Hospitality Action

£ 100

Hinds Head auction prizes

£ 150

Lucia Donkin

£ 50

Maidenhead Waterways

£ 400

Maidenhead Heritage Centre

£ 100

Maidenhead Rowing Club

£ 250

Parkside Alex

£ 1,500

RGS Rowing Club

£ 1,000

Snowcamp

£ 1,000

Spelthorne Football Club

£ 500

British Heart Foundation

£ 50 Events

Isle of Wight Challenge

£ 1,000

Alliss Prostate Project Golf Day

£ 500

Movember

£ 382

Three Peaks

£ 560 "Shouts" (Prostate Project)

3 x 5 Customer Feedback

£ 1,990

53 Colleague Thankyou

£ 530 Event Sponsorship

ACE

£ -

Chamber of Commerce

£ 150 Sums Raised

Jeans for Genes

£ 50

Save the Children

£ 33

Christmas raffle

£ 452 Employee contributions

Salary deductions

£ 732

Total

£ 23,493 £ 2,699 £ 26,192