Carbon Reduction Plan (CRP) Overview

Carbon Reduction Plan Commitment

Call Handling Services Ltd (‘CHS’) is committed to reducing the environmental impact of its operations and supporting the transition to a low-carbon economy.

As a provider of cloud-based communications infrastructure and CCaaS services, CHS operates a remote-first working model supported by cloud infrastructure. This approach significantly reduces emissions associated with traditional office environments, including daily commuting, office energy consumption, and business travel.

CHS is committed to achieving Net Zero greenhouse gas emissions by 2045, using a phased and proportionate approach aligned with the scale of the organisation.

The organisation’s operational model results in minimal direct emissions. CHS currently reports no direct Scope 1 emissions and minimal Scope 2 emissions due to the absence of a central office or company-operated facilities. The majority of emissions associated with CHS operations arise indirectly through cloud infrastructure, telecommunications networks, home working energy consumption, and purchased IT equipment.

To minimise environmental impact, CHS has implemented a number of operational measures, including:

• prioritising virtualised and scalable cloud infrastructure to improve efficiency
• maintaining a remote-first workforce to reduce commuting and office energy consumption
• promoting digital-first service delivery and collaboration
• encouraging responsible recycling and lifecycle management of IT equipment
• considering environmental practices when selecting key infrastructure and service suppliers

In addition to internal carbon reduction measures, CHS’ cloud-based service model enables organisations to operate distributed contact centre teams without physical premises, helping reduce commuting, travel, and office energy consumption associated with traditional call centre and helpline workspaces.

Environmental performance is reviewed periodically as part of the CHS Business Management System, and the organisation will continue to identify proportionate opportunities to reduce its environmental impact over time.

The full Carbon Reduction Plan has been prepared in accordance with UK Government Procurement Policy Note PPN 06/21 and is available upon request.

Governance, Review & Approval

CHS recognises that sustainability is an evolving area and commits to improving transparency and environmental practices over time using a proportionate approach appropriate to the scale and nature of the organisation.

Environmental performance is reviewed periodically by senior management as part of the CHS Business Management System.

This CRP and this Overview document is approved by the Board of Directors and will be reviewed at least annually, or sooner where there are material changes to CHS operations, legal obligations, or regulatory expectations, or sustainability practices.