ENGAGING WITH OUR KEY STAKEHOLDERS – FROM OPERATIONAL MANAGEMENT TO BOARD OVERSIGHT Key stakeholder How our Board is informed/ group Core operational engagement channels How our Board engages directly keeps oversight CUSTOMERS Customer focus groups/panels; ‘How did we Every Board meeting: Key management do?’ questionnaire *. Formal annual store visits (impacted by Customer insight report, including responsibility Covid-19 in FY21); ad hoc as customers; customer satisfaction scores and Customer hotline* available seven days a CEO/Deputy Chairman reply personally Customer Director week; Customer engagement centre*/ other customer KPIs. to customers. individual store managers. STORE Daily interaction with local store communities – Every Board meeting: COMMUNITIES via individual store Facebook groups* Update on charitable and Key management (organised by locally appointed Community community activities. responsibility champions). Customer Director Company Charity representative normally Annual conference attended by invited to attend annual colleague conference Chairman, CEO, CFO and Company (see below). Secretary. COLLEAGUES Twice-yearly colleague engagement survey*, – Every Board meeting: Key management followed up by targeted pulse survey, if Colleague matters, including any responsibility needed. concerns picked up from intranet People and Stores National Colleague Voice* (NCV) meetings CEO, elected NCV colleagues and comments. Director (online and monthly for most of FY21). See designated Non-Executive Director for Matters discussed circulated after pages 111 and 112 for further details. employee matters (Marion Sears) each NCV meeting. attend; NEDs by rotation. Whistleblowing hotline issues Annual conference for store managers and Deputy Chairman, CEO, CFO and analysed by Company Secretary and senior support colleagues. Company Secretary attend. reported monthly to Board. Twice a year: ‘Always on’ ‘Home Comforts’ intranet is main CEO records video updates. Board — Colleague engagement survey platform for all-colleague communications, members canview‘live’ colleague results. including CEO video updates. Colleagues comments/questions on intranet. Colleaguescorecard results. — can add comments/questions* which are Ad hoc by CEO report. answered by our People team. Formal annual store visits (impacted Weekly/monthly colleague ‘huddles’ (at every Weekly CEO communication for all by Covid-19 in FY21); ad hoc visits as store); led by departmental head for other colleagues. customers. business areas. 24/7 independent whistleblowing hotline*. – SUPPLIERS Annual supplier conference. Chairman and Executive management Annually at Board meetings: Key management attend. — Presentation on ethical trading/ responsibility Ad hoc supplier meetings with Board CEO and Deputy Chairman meet modern slavery. Commercial members. regularly with suppliers. Supplier payment terms reported — Director and published. Annual colleague conference (key suppliers Chairman, CEO, CFO and Company normally attend). Secretary attend annual conference. Ongoing: 24/7 independent whistleblowing hotline*. — Supplier interests championed by – Deputy Chairman. — Whistleblowing hotline issues analysed by Company Secretary and reported monthly to Board. SHAREHOLDERS Results announcements/presentations at least CEO, CFO and NEDs attend. Every Board meeting: Key management six times a year (with feedback follow-up* by Analysis of share price and share responsibility financial PR adviser/broker). register movements. CEO, CFO, Individual shareholder meetings/roadshows CEO, and CFO attend; Chairman and NED attendance at results Company Secretary typically twice a year. Committee Chairs available on request. presentations. Annual General Meeting. Whole Board attends. Feedback from results presentations and investor meetings twice a year. Governance presentation every two years. Company Secretary, Deputy Chairman Ad hoc presentations from brokers. and NEDs attend. AGM voting and proxy reports Capital markets presentation every two to CEO, CFO and Chairman attend. presented. three years. Meetings with shareholder/pension CEO and CFO attend. representative groups ad hoc and at least annually. Annual reports, corporate website, with – regular RNS updates and press releases. *Denotes key independent stakeholder reporting mechanisms DUNELM GROUP PLC ANNUAL REPORT & ACCOUNTS 2021 105 GOVERNANCESTRATEGIC REPORT FINANCIAL STATEMENTSOTHER INFORMATION