3 introduction 16 people 26 community 32 planet 44 governance 56 appendix 2 | 2020 ESG Report introduction people community planet governance appendix table of contents introduction 5 a letter from our ceo, mark tritton 8 who we are 10 our ESG strategy 12 our ESG framework 13 response to recent events our heritage and a new ESG strategy to embed into our comprehensive transformation plan 3 | 2020 ESG Report introduction people community planet governance appendix we believe that everyone deserves the opportunity to home, happier.