Putting our new Responsible Business strategy at the heart of our organisation

By Nicola Green, Chief Communications & Corporate Affairs Officer, Virgin Media O2

Virgin Media O2 connects millions of people, homes and businesses each and every day, and although connectivity may not be something that people think about regularly, it truly underpins modern life. It’s hard to imagine a scenario where we can’t call a loved one whenever it takes our fancy, send emails from wherever we need, or stream music we love on a whim.

As more and more people depend on us, the more responsibility we carry. With our networks powering so many moments that matter, we must get it right, both for people and for the planet.

Since day dot, we’ve had a clear commitment to create a greener, fairer future. Our Better Connections Plan set out clear goals to cut carbon faster, tackle e-waste, and reduce data poverty and digital exclusion. Over the past five years we have made incredible strides. We achieved our bold target of helping one million people experiencing digital exclusion to get online, and have cut our carbon emissions drastically.

Now, we’re taking the next step. Our new Responsible Business strategy is designed to go further, embedding impact into every part of how we operate. To us, being a responsible business is about taking ownership across the full lifecycle of what we do, from how we build and run our network, to the impact our products and services have on people’s lives. In turn, this will shape every decision we make, ensuring that Virgin Media O2 is the resilient, transparent and trusted provider our customers expect.

We’ll focus on four key areas, as follows:

Climate – reducing the impact of our network

We’re clear on where we’re heading – and we’re getting on with it. Virgin Media O2 is committed to reaching net zero carbon emissions across our operations, products and supply chain by the end of 2040. That means resourcing 100% carbon-free energy from UK sources, and driving greater energy efficiency right across our network.

We’re also building resilience into everything we do, integrating climate and nature risk into how we design and operate our infrastructure.

Connection – making connectivity accessible to all

We will build on our industry leading work in tackling digital exclusion by supporting 500,000 low-income households with the connectivity that meets their critical needs by 2030.

We’ll strengthen our partnerships that deliver real impact, from our National Databank initiative with Good Things Foundation that provides free O2 mobile data to people who need it, to our broadband and mobile social tariffs that support those experiencing financial hardship.

And through Community Calling with Hubbub, we’ll continue to give smartphones a second life by rehoming them with people who need them most.

Control – digital confidence grounded in wellbeing

The digital world should feel safe, empowering and within our control. By 2030, we’ll help six million people build the confidence to navigate life online, with the tools, advice and support they need.

We know people need support they can trust. That’s why we’re strengthening proactive, intelligent security – tackling fraud and scams, protecting customer data, and staying one step ahead of emerging threats through services like Call Defence and Brand ID.

Safety is only one part of the story. We’ll help people take greater control over how they use and engage with technology – offering guidance, tools and support to build confidence and improve digital wellbeing.

And as technology evolves, we’ll continue to use innovations like AI responsibly, with transparency and trust at the core

Circularity – extending the life of technology

We believe every device should live twice, and we’re turning that belief into action. In just under five years, we aim to double the number of people buying refurbished devices from Virgin Media O2, and double the number of people recycling unwanted devices via O2 Recycle.

We’ll also build on our partnership with Coventry City Council by championing a device reuse culture in 30 cities by 2030.

This goes beyond devices, too. We’re ensuring infrastructure is received and responsibly recycled at end of life, reducing waste and closing the loop. A more circular approach in every aspect of our organisation is better for our customers, better for the planet, and a step forward for our industry.

Our Better Connections Plan showed what’s possible when ambition meets action. Now, we’re building on that progress and weaving it deeper into the fabric of our business.

What changes is how deeply this thinking runs, with responsibility ‘built in’ to every single decision, big or small. From our stores to our field engineers, we’re taking ownership of the impact we have on people’s lives and the world around us.

We’re proud of the journey so far, but even more focused on the road ahead. The momentum is there, and it’s only getting stronger.