Sustainability is taken seriously here at Hallmark. We’re committed to embedding sustainable practices into every part of our operations, decision-making, processes, and culture.
That’s why we have a newly dedicated role – our very own Head of ESG & Innovation, Claire Johnsen.
This role was a purposeful and essential addition to the team, reflecting the importance we place on sustainability. Given that few organisations have a role like this, we sat down with Claire to learn more about her work and the impact she’s driving.
First things first Claire, tell us what ESG stands for…
Well, that’s a simple one to start me off with! ESG stands for “Environmental, Social & Governance”. These are the cornerstones that make for a sustainable and corporately responsible business.
Quite often when we hear and talk about sustainability, we immediately only think of the ‘E’ – Environmental but our responsibilities are greater than that.
What is your role and what are your key responsibilities at Hallmark?
As Head of ESG (Environmental, Social & Governance) and Innovation, my role is to embed ESG principles throughout every part of our business and to drive continuous improvement in our ESG performance — all with a focus on securing a sustainable future.
How do you ensure ESG is integrated into Hallmark’s daily operations?
We’ve been doing a lot for years and so I haven’t had to start from scratch. At Hallmark, making a positive difference is in our DNA and as such we’ve made good progress on our journey to sustainability with passionate team who care for our residents, colleagues, community and planet. But until now, our efforts were less co-ordinated. This is where my role comes in: to bring greater cohesion and focus.
One of the most effective ways we’re aligning our efforts is through our 12-man strong ESG committee. Each month our ESG committee meeting brings together the collective committee voices from across the business. This is the forum for us to share updates, exchange ideas, and ensure we’re making steady progress against the actions we agreed as part of our annual ESG strategy. It’s a two-way process – we lead and champion ESG initiatives, but ideas and suggestions often come from teams in the homes.
What are some of the key ESG initiatives you’ve implemented at Hallmark?
One of our standout initiatives is our Sustainability Pledges. These were developed collaboratively by our Care Accelerator team. Each member of the Hallmark Executive Leadership Team is the sponsor of at least one pledge, and I support them in the continuous measurement and implementation of any initiatives they plan in order to make progress on our commitment. The pledges focus on five key areas:
Sustainability Training
This is fundamental to ensure our ESG ambitions are integrated through-out the business. The training needs to equip all new team members with the knowledge and tools to integrate sustainable ESG practices into our homes and workplaces.
Electric Vehicles
This pledge is for our company fleet to be hybrid or electric, we’ve made some progress so that now 70% are electric or hybrid.
Accountable Energy Use
As a care home provider, the safety and comfort of residents is our priority however we all have our own personal experiences in our own homes of how much energy they consume. This pledge is for us to get even smarter as to how we measure and reduce our energy consumption.
Waste Management
We operate a zero waste to landfill policy at Hallmark with all our homes sorting their waste and recyclables however we want to up our game even further.
Going Paperless
Whilst we may not be paperless in the near future, we are measuring a reporting on our paper usage across the organisation with continuous focus on ways to reduce with an 8% reduction achieved in the last year.
What is the one initiative you are most proud to have led?
One of our biggest successes has been improving our waste management. Last year we trialled a new initiative called ‘Waste Warriors’ in a couple of our homes in Wales. This was launched in response to us identifying large inconsistencies in the volumes of each different type of waste per resident across our estate. The ambition of our initiative was to increase the volume of recyclables whilst reducing ‘general waste’. Through focused team training and education on the different classifications of waste have seen some good successes. I’m now rolling the same initiative out in our England homes and incredibly excited to see what impact we can make.
Recycling might seem like a small action, but it makes a huge difference. The key takeaway? Every small action counts. If each person in our homes takes an extra moment to put waste in the correct bin instead of mixing recyclables with food waste, the impact is enormous. It’s about those 1% improvements – small, consistent actions that add up over time and help us to reduce our carbon footprint
Talk a little more to us about the ‘S’ocial element given this is often forgotten when thinking about sustainability.
The ‘S’ in ESG – Social – is incredibly important to us as it covers our people – residents, relatives, local communities and team – meaning there is a lot we could talk about here. I’ll try and keep it brief and talk about a couple of key programmes that drive our strong social performance.
The active programme of Hallmark’s Equality, Diversity, Inclusion & Belonging (EDIB) strategy is led by the EDIB Committee, and making a significant impact since its launch last year. Employee Resource Groups are being developed to help foster an inclusive environment making communications . inclusive workplace leads to stronger retention, a happier workforce, and ultimately better care for our residents.
Community involvement is a key focus of our Lifestyle & Wellbeing programme with regular events and activities taking place with relatives and community contributing to and shaping our weekly schedules.
Equally, the G – governance – side of ESG ensures that we have strong structures in place to support these initiatives. For example, our committees give team members a voice in shaping company policies, and leadership accountability ensures that ESG remains a priority at the highest level.
Lastly Claire, can you tell us a little bit about yourself and what drew you to this field?
Absolutely! I’ve always been deeply interested in environmental and climate issues. That passion has influenced many aspects of my life, including where I live – I chose to settle in rural Suffolk because being connected to nature means a lot to me. Living in a farming community has given me a first-hand understanding of the environmental challenges we face, from changing weather patterns to the importance of biodiversity.
Climate change is a reality, and while it’s often framed as a frightening issue – which it is – I also see immense opportunity for innovation and positive action. History shows us that we can turn things around when we work together. A great example is the ozone layer crisis; undertaking changes, like removing CFCs from aerosols and refrigerators, we have seen significant recovery. That’s the kind of hopeful, solution-driven approach I want to bring to my work in ESG.
Any final thoughts or messages for any of our readers?
ESG isn’t just a corporate initiative – it’s a mindset. It’s about recognising that small, thoughtful actions lead to meaningful change and that we all have a part to play.
Find out more about how we’re striving for a sustainable future at Hallmark here.