The Communication on Progress in our Social and Environment Report summarises the key sections as they relate to the Global Compact nine principles. Links are provided to more comprehensive information, where readers can find measures of progress, lessons learned and next steps.

We have selected 11 non-financial key performance indicators (KPIs) to provide a quick overview of our social and environmental performance.

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This performance relates to the 2004 financial year, compared with 2003:

- Customer dissatisfaction down 22%

- Broadband now available to 86% of all UK households, up from 67%

- People Satisfaction Index increased from 67% to 71%

- Increase in the percentage of ethnic minority employees from 8.6% to 8.9% and disabled employees from 2.0% to 2.1%, though the percentage of women declined from 23.6% to 22.7%

- Global Warming CO2 emissions now 42% lower than 1996

- Waste to landfill down 10,201 tonnes to 79,677 tonnes, percentage of total waste recycled up from 24% to 26%

- Health & Safety significant incident rate down from 113 to 87 per 10,000 full-time employees

- Percentage of Suppliers stating they have a good working relationship with BT is 94%

- Ethical trading risk assessment questionnaires completed by 242 suppliers and 13 on-site assessments undertaken

- Awareness of our Statement of Business Practice in the UK up 1% to 84%

- Direct community investment of ?.6 million plus ?2.4 million in further funding and support in kind.

We were presented with the Queen''s Award for Enterprise in Sustainable Development in April 2003. During the year we were also ranked as the top telecommunications company in the Dow Jones Sustainability Indexes for the third year running. This index recognises companies that manage social, ethical and environmental issues in ways that grow shareholder value and help promote sustainable development.