CONTENTS

Introduction

What makes us different? 1

Chairman’s statement 2

Our progress 3

Our performance summary 4

Our people

Co-ownership: a common purpose 7

Our Partner Strategy 7

Engaging with our Partners 8

Helping Partners be the best

they can be 9

Inspiring leadership 9

Rewarding performance 10

Embracing diversity 11

Our environment

Climate change 13

Transport and distribution 15

Energy 16

Refrigeration 17

Water use 17

Responsible development 18

The natural environment 19

Packaging, waste and recycling 19

Our customers, products

and suppliers

Our customers 23

John Lewis: Bringing Quality to Life 24

The Waitrose way 26

Trading responsibly 29

Our communities

A strategic review 31

Community investment 32

Getting Partners involved 33

Local investment 33

CSR overview

About this report 34

Governance and risk management 34

Our material issues 35

Assurance and independent

recognition 35

Our stakeholder engagement 36

Collaboration and influence 37

GRI index 38