Carbon Reduction Plan

Last Updated 5th September 2024

At Lemon Contact Centre, we are committed to minimising our impact on climate change and protecting the environment. We aim to continually reduce our carbon footprint by implementing effective and sustainable strategies. Our goal is to reduce carbon emissions from our operations and supply chain and achieve net-zero emissions by 2050. We will also aim to reduce our carbon emissions annually.

Commitment to achieving Net Zero

In alignment with the Paris Agreement, we are committed to limiting global warming to below 1.5°C, the critical threshold required to prevent the most severe consequences of the climate crisis. To this end, we have established comprehensive, long-term plans to reduce and offset our emissions, with the overarching objective of enhancing our sustainability as a business. Our strategy includes a continuous reduction of emissions and an annual decrease of any residual emissions.

We are progressing effectively toward our goal of becoming a net zero company. As an outsourced contact centre, most of our emissions fall under Scope 3 as we do not utilise any gas and exclusively use zero-carbon electricity backed by Guarantees of Origin and nuclear declarations. Nevertheless, we acknowledge the importance of strengthening our efforts to further reduce these indirect emissions.

Baseline Emissions Footprint

We conducted our first carbon emissions audit in 2024 to establish a baseline. Emissions are categorised according to the Greenhouse Gas Protocol, which divides emissions into three scopes:

• Scope 1: Direct emissions from controlled sources (e.g., gas usage within offices).

• Scope 2: Indirect emissions from purchased electricity.

• Scope 3: All other indirect emissions from activities we do not control directly (e.g., purchased goods and services, employee commuting).

99.35% of our emissions fall within Scope 3 categories, with 66% coming from purchased goods and services, and 29% coming from employee commuting.

• Purchased Goods and Services – The purchased goods and services emission category represents 66% of our total carbon footprint, making it one of our most significant contributors. This is primarily due to the expenditure in this area and the wide range of goods and services it encompasses. A significant portion of our spending is driven by IT software, the use of data centres, and third-party contractors, all of which are essential to delivering the technology that underpins our service offering to clients.

• Employee Commuting – This category includes both commuting and home working, which represents 31% of our total carbon footprint, with the latter accounting for the bulk of the category’s emissions. There are three main sources of emissions associated with home working: home office equipment, lighting and heating. For those commuting to the office, the frequency and distance of commutes undertaken by our employees significantly influenced our overall transmissions.

Emissions Reduction Targets

• Short-Term (by 2030): Achieve a one-third reduction in emissions from our baseline year.

• Long-Term (by 2050): Achieve net-zero emissions.

• Annual Commitment: Reduce emissions from our operations and supply chain starting in 2024.

Carbon Reduction Initiatives

Energy Efficiency

• Motion Sensors – Install motion sensors for lights in areas like meeting rooms and storage spaces to reduce unnecessary energy consumption.

• Energy-Efficient Equipment – Ensure new equipment is energy-efficient, such as computers and monitors, using Energy Star-rated appliances where applicable.

• Night Shift Energy Use – During night shifts, limit the use of lighting and heating/cooling to only necessary areas.

Waste Management

• Reduce Paper Usage – Implement a digital-first policy to minimise paper use. Encourage electronic communication and digital storage. Continue to digitise all processes to reduce paper usage and associated waste.

• Recycling Programs – Set up recycling bins for plastics, as paper, cardboard and electronics are already recycled. Partner with a local recycling facility for regular collections.

Waste Audits – Conduct regular waste audits to identify areas where waste can be reduced further.

Transportation

• Carpooling – Encourage carpooling to reduce the number of single-occupancy vehicles commuting to the office.

• Public Transportation – Promote awareness of the public transport options available for reaching the office.

Employee Engagement

• Carbon Reduction Awareness Campaigns – Implement regular awareness programs to ensure employees understand and contribute to our carbon reduction goals.

• Environmental Working Groups – Establish an Environmental Working Group of employees dedicated to implementing and promoting sustainability initiatives within the office.

• Employee Ideas – Encourage employees to submit ideas for reducing carbon emissions.

Supply Chain Sustainability

• Supplier Engagement – Collaborate with suppliers to ensure they are committed to reducing their own carbon footprints. We will prioritise suppliers with strong environmental credentials.

• Sustainable Procurement – Shift to sustainable materials and products, particularly in high-impact areas such as IT hardware and office supplies.

Carbon Offsetting

• Tree Planting – Partner with organisations to plant trees or invest in reforestation projects as a way to offset unavoidable emissions.

• Carbon Credits – Review the potential of purchasing verified carbon credits to offset emissions that cannot be reduced immediately.

Monitoring and Reporting

• Regular Reporting – Prepare quarterly reports on carbon reduction progress, including energy use, waste reduction, and transportation metrics.

• Annual Review – Conduct an annual review of the carbon reduction plan to assess progress and update targets as needed.

Compliance with Government Guidelines

• Net-Zero Strategy – Ensure that the carbon reduction plan is aligned with the national net-zero strategy, aiming to achieve significant reductions by 2030 and net-zero emissions by 2050.

• Stay Informed – Regularly review government guidelines and adjust the carbon reduction plan accordingly to stay compliant with any new regulations or targets.

Long-Term Goals

• Zero-Waste Operations – Aim for zero waste to landfill by increasing recycling rates and reducing overall waste production.

• Carbon-Neutral Operations – Work towards making the contact centre carbon-neutral by 2050 through continuous improvements in energy efficiency, renewable energy adoption, and carbon offsetting.

Governance and Sign-off

This Carbon Reduction Plan has been reviewed and approved by Lemon Contact Centre’s Senior Leadership Team. We are committed to achieving these targets and will regularly update our strategy in line with the latest scientific guidance and best practices.

Jennifer Cummins
Chief Operating Officer
5th September 2024