Facts and figures – performance indicators
Environmental performance indicators
We measure our performance against a number of key performance indicators as described on this page.
Because of a change in our financial reporting year, the 2006 results shown below cover the nine months from April to December 2006*. Figures provided for previous financial years relate to full year, 12 month, performance.
We asked Deloitte to provide independent assurance on our key environmental performance indicators both to assure those outside the company that our data is robust and to help us identify ways to improve our data capture. Deloitte provided assurance over legal compliance, complaints, commendations, incidents, inspections, internal and external audits, utility consumption and waste generation. For more information refer to the independent assurance report.
* In line with the standard rail reporting periods the exact dates are April 1 2006 to January 6 2007.
Complaints
Complaints reported:
Complaints are received in a variety of ways including our new 24/7 telephone helpline (08700 702 424). To give a better picture of our performance we record each complaint received rather than the number of complainants. We take every appropriate step to fix problems reported by residents, resident groups, civic societies, environmental health officers and other council officers. In 2006 the average time taken to close an environmental complaint was 13 days.
| Year | Number of complaints reported | ||||||
| Total | Noise | Nuisance | Waste | Pollution | Wildlife | Av. days to close | |
| 2006* | 255 | 174 | 22 | 4 | 5 | 50 | 13 |
| 2005/06 | 395 | 250 | 27 | 14 | 9 | 95 | 13 |
| 2004/05 | 293 | 170 | 17 | 14 | 14 | 78 | 17 |
| 2003/04 | 179 | 73 | 21 | 5 | 5 | 74 | 57 |
* Performance from April to December 2006.
Complaint rate:
We normalise the number of complaints we receive against the amount of work we do – (Number of complaints / person hours) x 100,000. The amount of work we do is based on the person hours worked by Tube Lines employees and contractors**
| Year | Complaint rate | |
| Total | Noise | |
| 2006* | 2.2 | 1.5 |
| 2005/06 | 3.3 | 1.8 |
| 2004/05 | 2.5 | 1.4 |
| 2003/04 | 1.5 | 0.6 |
* Performance from April to December 2006.
**Sources for work hour figures are as follows:
Tube Lines employees - HR employee records multiplied by 150 (in line with London Underground requirements)
Tube Lines Projects contractors - contractor time sheets
Tube Lines Operations contractors - calculated from the average number of contractors employed by Tube Lines each period multiplied by 150.
Commendations
Commendations are received in the same way as complaints. Three commendations for resolution of noise issues were received in 2006.
Incidents
The reporting of incidents is mandatory in Tube Lines. Contractors and employees can call a free phone number to report incidents 24 hours a day. Environmental incidents range from small oil spills to disturbances of invasive species. Action is taken to address the root cause of each incident and prevent reoccurrence. The number of environmental incidents reported in 2005/6 has been re-stated as this was incorrectly reported, as 24 rather than 34, in last year's report.
| Year | Number of incidents reported |
| Total | |
| 2006* | 23 |
| 2005/06 | 34 |
| 2004/05 | 29 |
| 2003/04 | 15 |
* Performance from April to December 2006.
Inspections
We conduct internal health, safety and environmental inspections to monitor Tube Lines sites for compliance with the requirements of our management system. Inspections, conducted by HS&E advisers and Tube Lines managers, identify near hits – substandard performance that could lead to an incident or a legal breach. Near hits are corrected by site management and actions are taken to address root causes to prevent reoccurrence.
| Year | Number of environmental near hits reported | ||||
| Total | Noise | Waste | Pollution | Wildlife | |
| 2006* | 125 | 12 | 29 | 79 | 5 |
| 2005/06 | 90 | 4 | 20 | 66 | 0 |
| 2004/05 | 91 | 0 | 25 | 44 | 22 |
| 2003/04 | 76 | 0 | 12 | 55 | 9 |
* Performance from April to December 2006.
Internal audits
Each member of the Environment team is a qualified environmental auditor and conducts audits across the business to assess compliance with the requirements of our environmental management system. Audits offer a more thorough and comprehensive assessment of compliance than inspections. Non-conformances are raised during audits where performance is found not to be compliant. Auditees are required to implement corrective and preventative actions to resolve the non-conformance within a timeframe agreed with the auditor. Opportunities for improvement and good practice are also recorded during audits.
| Year | Internal non-conformances raised | |||
| Total | System | Waste | Pollution | |
| 2006* | 15 | 3 | 3 | 9 |
| 2005/06 | 22 | 0 | 10 | 12 |
| 2004/05 | 13 | 0 | 6 | 7 |
* Performance from April to December 2006.
External audits
Tube Lines was the subject of two third party environmental audits in the period under review, conducted by British Standards Institute (BSI) as part of our ISO 14001** certification. BSI auditors classify major and minor non-conformances for areas not compliant with the requirements of ISO 14001 as corrective actions and issues. Additionally they raise opportunities for improvement as observations. At subsequent audits, evidence of action taken to address corrective actions, issues and observations is requested by the auditor.
| Year | External audit findings | ||
| Corrective action | Issue | Observation | |
| 2006* | 0 | 3 | 14 |
| 2005 | 1 | 8 | 26 |
* Performance from April to December 2006.
** ISO 14001 is the international standard specifying the requirements of an environment management system
Utility consumption
Tube Lines is responsible for energy and utilities use and the resulting payments for our premises, 15 Westferry Circus in Canary Wharf and Trackside House and the Skills Training Centre in Stratford. Although we are responsible for the maintenance of the fleets we are not responsible for paying the utility bills at depots. However in this report we provide utility consumption figures for our own premises along with the Jubilee and Piccadilly line depots to give a fuller picture of the energy and utility use related to our work.* The information is provided by employees and contractors reading the utility meters and bills. Due to gaps in last year's utility data we are only providing figures for 2006.
| Location | Electricity consumption | |
| 2006 total electricity consumption, kWh** | 2006 electricity consumption per m2, kWH/m2** | |
| 15 Westferry Circus | 7,853,305 | 369 |
| Stratford – Trackside House & Skills Training Centre | 1,663,270 | 216 |
| Cockfosters depot | 114,817 | 8 |
| Lillie Bridge depot | Not available | Not available |
| Northfields depot | 118,924 | 6 |
| Stratford depot | 1,642,138 | 64 |
| Location | Gas consumption | |
| 2006 total gas consumption, m3** | 2006 gas consumption per m2, m3/m2** | |
| 15 Westferry Circus | 9,398 | 0.44 |
| Stratford – Trackside House & Skills Training Centre | 40,875 | 5.30 |
| Cockfosters depot | 786 | 0.05 |
| Lillie Bridge depot | 1,508 | 0.09 |
| Northfields depot | 449 | 0.02 |
| Stratford depot | 1,388 | 19 |
| Location | Water consumption | |
| 2006 total water consumption, m3** | 2006 water consumption per m2, m3/m2** | |
| 15 Westferry Circus | 12,598 | 0.59 |
| Stratford – Trackside House & Skills Training Centre | 1,420 | 0.18 |
| Cockfosters depot*** | 1,498 | 0.10 |
| Lillie Bridge depot | 4,045 | 0.24 |
| Northfields depot | Not available | Not available |
| Stratford depot*** | 548 | 0.02 |
* Energy and utility consumption at the Northern line depots is not included in this report as these premises are managed by Alstom.
** Performance from April to December 2006.
*** Train wash only.
Waste generation
Tube Lines Distribution Services Management (DSM) collects operational waste from depots and stations on behalf of London Underground. Records are kept of waste types and volumes for the whole tube network.
| Waste type | Waste generated, tonnes | |
| 2005/06 | 2006* | |
| Mixed municipal waste | 6008 | 5274 |
| Skips & compactor waste | 2868 | 2358 |
| Hazardous waste | 440 | 341 |
| Track waste | 6762 | 4742 |
| Dedicated paper waste recycling | N/A | 693 |
* Performance from April to December 2006.
All paper waste collected by DSM’s dedicated waste paper vehicle is recycled. Segregated waste paper collected from stations not on the dedicated route is also recycled. Based on the best information available to us we estimate that 16% of mixed municipal waste, 41% of skips and compactor waste and 40% of track waste is recycled.
At this time we are unable to provide robust metrics for construction waste. This will be tackled in 2007 by the zero waste to landfill programme that will seek to improve waste monitoring as well as a reduction of waste disposed of to landfill.
