TalkTalk Telecom Group Limited

Climate Impact & Sustainability Data (2021)

Total Carbon Emissions:8473 tCO2e (Location based, 2021)

Total Energy Consumption:26,458,981 kWh (2020/21)

Carbon Intensity:1.4 tCO2e per Gb/sec (2021)

Reduced tCO₂ intensity (tonnes of CO₂/gigabit of bandwidth) by 58% since 2010, achieving an 80% reduction target.
Switched to a renewable energy provider for scope 2 emissions in October 2020.
Introduced 100% recyclable ‘brown box’ packaging for customer equipment, removing all external single-use plastic packaging.

Selected in ‘Inclusive Top 50 UK Employers List’ for demonstrating best practice across all strands of diversity.
Accredited as a Living Wage employer.
Supported Ambitious about Autism, Internet Watch Foundation, and Internet Matters.
Launched a mentorship scheme for BAME students in partnership with the University of Salford.
Supported local food banks and skills initiatives in Salford.

Long-term Goals:

Medium-term Goals:

Short-term Goals:

Covid-19 pandemic impacting operations, customer service, and financial performance.
Maintaining customer trust and brand reputation in a competitive market.
Highly competitive telecommunications market.
Attracting and retaining talent in a competitive employment environment.
Changing market structure with the transition to Full Fibre.
Regulatory compliance in a highly regulated sector.
Data and cyber security threats.
Ensuring network resilience and business continuity.
Managing liquidity risk.
Successful delivery of change programmes.
Emerging risks related to Brexit and climate change.

Implemented measures to ensure the health and safety of workforce and customers.
Focused on network resilience and monitoring demand.
Prioritised service for vulnerable customers and enhanced digital service channels.
Reviewed and monitored change delivery plan.
Worked with supply chain to ensure adequate inventory.
Enhanced information security controls.
Closely monitored and forecast financial impacts of Covid-19.
Continued investment in network and systems to support reliable products and security.
Attractive customer offerings, including Fixed Price Plus plan.
Great Connection Guarantee for new customers.
Active engagement with Ofcom and Government.
Ongoing investment in security capability.
Updated Security Strategy centered around five focus areas.
Business Continuity, Crisis Management, and Disaster Recovery Plans in place.
Regular network resilience assessment and monitoring.
Robust incident response process.
Regular review of liquidity risk and compliance with funding agreements.
Formal change framework for delivery of change projects.
Contingency plans for Brexit risks.
Initiatives to reduce CO2 per gigabit of bandwidth and setting a Science Based Target.

Frameworks Used: UK Corporate Governance Code

Certifications: ISO 50001, Carbon Saver Gold

Third-party Assurance: Deloitte LLP