your-voice

Click on start to discover the actions we’ve taken in response to your feedback

Through our 2017 people survey you told us what we do well and what we need to work on to achieve our ambitions

Follow our journey to discover how we’ve responded to the big survey issues you raised, and what we plan to do next

Click the play button to hear from Jo Moran, Operations Director

Choose a column in the journey above to discover how we’ve responded to the big survey issues you raised, and what we plan to do next

While most of you said you got good communication from your line manager, it was clear that not enough of you felt listened to at work, or that action would be taken on the people survey

Return to journey

Introduction Survey results So far we have Next up is What do you think? You can help

Survey results

Fed survey results back to our executive team and to regional directors who personally lead actions Combined Ladbrokes and Coral colleague forums and discussed key projects such as payroll transformation and Omnia Consulted colleagues directly via Huddle, eg. to develop our policies on uniform and use of personal mobile phones Conducted an extensive review of the communications shop colleagues receive and we’re implementing streamlined methods to make it easier for you to access information you want and need. We’ll be asking for your feedback to make sure we’re giving you communications that suit you Launched a code of conduct setting out the standards, principles and policies that underpin our business. For example, on responsible gambling, money laundering and insider dealing and how colleagues can safely speak out if they think wrongdoing has, or might take place

So far we have..

Next up is...

Introducing Jo Moran’s new Q&A channel Organising more frequent senior leader shop visits Developing Huddle to make it easier to find information and connect with colleagues Regular ‘You decide’ polls to involve you in decisions Developing clearer guidance on how to use colleague forums

What do you think?

You can help...

Download the Jive Daily app on your mobile and enter https://ladbrokescoral.jiveon.com to access Huddle on the go and ask questions

Have your say in the ‘You decide’ votes on Huddle

Many of you said you enjoy working with great customers and colleagues and in the exciting business of sport However, not as many of our colleagues as we’d like connected with the purpose of our organisation and it was evident that not all senior managers were providing a clear sense of direction

Introduced a video ‘Round-up’ from Andy Hicks to give the big picture Developed all regional directors and area managers to ensure they’re equipped to lead Supported our amazing colleagues to raise over £330,000 for charity Provided The Score magazine to all shops to share stories from our wider GVC family Awarded over £10,000 in prizes through colleagues competitions Set up FanZone on Huddle with lots of fun content for football fans Given colleagues the opportunity to win a Golden Ticket to our glamorous awards nights

Regular sharing of our vision and recognition of behaviour that supports our values A dedicated place to share ideas on improving our customer proposition and winning in local markets Rollout of our LGBTQ+ inclusion strategy, developed with your input Continued help to support charitable causes close to your hearts

Become a charity champion, or find out how to raise funds for charities by visiting the Ladbrokes Coral Trust Huddle space Find out more about your local Golden Ticket awards by contacting your Regional Director

We have a duty of care to ensure the safety of our colleagues and to support their health and wellbeing. While our policies and procedures for safety are well-known, there’s more we can all do to keep everyone safe, and to help them stay well and happy

Made sure Premises and Local Area Risk Assessments are given to those setting rotas, clarifying when shops can single-schedule Sent ‘No excuse for violence or abuse’ posters to shops rated High and Heightened Risk Launched Health & Safety and Fire Safety eLearning Given shop managers a choice over the hiring of cleaners Promoted our Employee Assistance Programme and 24 hour helpline to offer help with mental health concerns Promoted a different healthy topic each month and created a Wellbeing space on Huddle

Fitted bandit screens in all shops where PLARAs indicate there is a need Tasked our Safety Management Centre with answering calls within 25 secs, achieved for 93% of July calls Fitted Staffguard and Personal Protective Alarms where they weren’t in place and checked operation in all shops Trialled an online Safety Information Directory for logging broken and unsafe items. This replaces the paper system and makes sure issues are seen through to completion Started using Cash Pick Up in shops with significant cash income

Launching an improved Safety Management Centre incident process to provide better support Rolling out the new online Safety Information Directory to all areas Developing a health and wellbeing strategy to improve our support for colleagues

Use our personal support services if you need them Test your PPPAs as often as you need to, to feel safe Complete our Safety eLearning modules Got an HSSE question? Steve Howells, Group Health, Safety, Security and Environment Director will get back to you within 24 hours. Visit the HSSE Huddle space

You told us that most of you feel well-prepared for the work you do, and you can apply your skills and abilities in your day-to-day roles. However, you were much less confident that you would be given the right opportunities to grow and develop with the company

Launched radically simplified performance reviews to improve conversations and cut paperwork Made a big investment to ensure you and your manager can take time to have proper development conversations Provided dedicated training to high-potential shop managers, MPMs and area managers to help them focus on their personal skills and drive performance Created a dedicated regional training team with trainers in every region Paid for colleagues to study for professional qualifications under apprenticeships Launched Under Starter’s Orders, created with the help of shop colleagues, to get new joiners off to a flying start

Training for all shop managers, MPMs and area managers to reduce bias in performance management, promotion, hiring and team meetings Advance programme colleagues championing consistent and positive training experiences for everyone

Visit the Apprenticeships space on Huddle to find out more Make sure you’re having your quarterly personal development conversation. Visit the Talent & Development space on Huddle

We identified big themes that we needed to address from the survey feedback, but there are other things you told us we could do to help make your working lives easier Here are some of the changes we’ve made:

Waste bothers you, particularly from over-delivery of coupons and marketing. We’re looking into that now and aim to significantly reduce this waste by the end of 2018 Great technology can solve a lot of problems. We’ve involved hundreds of you in the development of ‘Omnia’, market-leading till technology that will transform the way you do your job – and you named it too! Are you sitting comfortably? A colleague used Huddle to highlight problems with the ordering process for chairs, so it was sorted and we spent £20K on the new chairs that were needed Coral colleagues said they were being told to return faulty Pin Connect machines before they could be replaced. We’ve introduced a new process for immediate replacement, so colleagues don’t have to compromise on service

Creating local visions and plans Bringing our brands together within the regions through competitions and connections on Huddle

Taking care

Growing together

Our regions have been doing a lot locally as well:

Making immediate and direct contact with colleagues affected by an incident

Advertising internal vacancies and inviting applications from colleagues Supporting new starters to make local contacts Making training more consistent and better tailored to colleague needs Supporting people who want to apply for Advance 2

Learning to listen

Holding drop in surgeries, pulse surveys and have your say opportunities Creating regional community Huddle pages Saying ‘thank you’ with letters, cards and Golden Tickets

Sharing our direction

We want to continue hearing from you, and we want you to feel safe to speak up, so here’s a reminder of some of the ways you can do that:

Our forums – flowing information from shops to national forums Our 2018 people survey – going live on 15 October, continuing the process of providing feedback and taking action Jo Moran is also setting up a new quarterly Q&A session for colleagues to directly escalate issues they feel concerned about