In the area of Human Resources, 2024 has been an exceptional year for Madrileña Red de Gas, marked by historic records across multiple key indicators that demonstrate strong internal commitment and the consolidation of a solid and continuously evolving organisational culture.

An excellent eNPS of 58.4 and an overall workplace satisfaction of 86% —the highest in the company’s history— were achieved. Madrileña Red de Gas also reached record figures in various metrics: the highest proportion of employees with a degree (52%), the highest percentage of female representation (38%), zero unwanted turnover for the fifth consecutive year, and a historic record in training, with 55.5 hours per employee.

These milestones position Madrileña Red de Gas as a benchmark in talent management, inclusion, and professional development within the energy sector.

4.1Workforce Evolution

Madrileña Red de Gas’s workforce has followed a downward trend throughout its history. The year 2024 ended with a total of 117 employees (excluding partial retirees), representing a 4.8% decrease compared to 2023 and a 26% reduction since 2012.

In 2024, the average length of service of Madrileña Red de Gas’s workforce stands at fifteen years, reflecting stability and talent retention within the organisation. Likewise, in the period from 2012 to 2024, the average age has remained steady at 46 years.

Female representation at Madrileña Red de Gas has continued to grow, reaching 38% of the total workforce in 2024

At the same time, female representation at Madrileña Red de Gas has continued to grow, reaching 38% of the total workforce in 2024, with 45 women and 72 men. This growth marks a significant advance from the 18% recorded in 2012 and reflects the company’s ongoing commitment to gender equity. This progress is particularly noteworthy given the traditionally male-dominated nature of the energy sector, positioning Madrileña Red de Gas as a benchmark for inclusion and diversity within its industry.

Madrileña Red de Gas maintains a retention rate of 93.5%, a particularly relevant figure that highlights the effectiveness of its talent management policies and internal best practices. Voluntary turnover stood at 1.6% in the past year, with an average of 1.2% between 2020 and 2024, while unwanted turnover has remained at 0% for five consecutive years.

These indicators support the results of the employee engagement survey, where staff expressed a strong sense of pride in belonging to the company as one of the most valued aspects. In addition, remote work remains the most highly valued benefit among employees, reinforcing its role as a key driver of work-life balance and job satisfaction.

4.2 Recruitment and Onboarding

Madrileña Red de Gas has always prioritised secure employment contracts, which is why 100% of its staff is employed under permanent contracts

This versatility is clearly reflected in the company’s workforce, which is increasingly motivated by new projects and better equipped to face the challenges of a constantly evolving environment.

As shown by the evolution of the technical profile of its staff, Madrileña Red de Gas has consistently fostered the development of versatile, agile, and efficient professionals, capable of adapting to sectoral changes, eager to learn, and ready to take on new responsibilities. Currently, 52% of the company’s workforce holds a university degree.

Aware of the importance of employment stability and quality, Madrileña Red de Gas has always prioritised secure employment contracts, which is why 100% of its staff is employed under permanent contracts.

From a working hours perspective, 96.7% of the workforce perform their duties on a full-time basis. In contrast, only 0.8% work part-time and 2.5% have a reduced working schedule. These figures reflect that the majority of employees are engaged in their jobs with full and consistent dedication.

Regarding the recruitment of new talent, Madrileña Red de Gas has been actively promoting internships for young professionals from diverse backgrounds through agreements with various universities in the Community of Madrid. In this regard, in 2024 the company expanded the number of universities with which it maintains active collaboration agreements.

Over the course of the financial year, a total of six young students completed professional internships at the company—four men and two women. Notably, one of the female students was hired upon completion of her internship, reflecting the company’s strong commitment to the training and development of young talent.

4.3 Talent Management

In today’s environment of constant market changes and challenges, Madrileña Red de Gas recognises talent management as a key factor for its success. The emergence in the business landscape of big data, combined with artificial intelligence (AI), has been truly transformative—not only in terms of productivity and efficiency but also in creating new business opportunities and enhancing the customer experience.

In this context of digital transformation, Madrileña Red de Gas reaffirms its commitment to the responsible use of data and the ethical application of artificial intelligence, with the aim of ensuring that these technologies generate value both in decision-making and in the optimisation of internal processes.

During 2024, training in big data gained particular significance, with initiatives focused on data access and big data analysis capabilities, as well as data quality through governance. These actions accounted for 20% of the total training hours delivered during the current fiscal year, not only through structured courses but also via webinars accessible to the entire workforce.

It is also worth highlighting that Madrileña Red de Gas has continued to invest in specialized business training. As part of this commitment, one of the initiatives and ideas from previous years debate panels has been maintained: hydrogen courses. Additionally, training has been provided to polyethylene welders and technicians responsible for emergency response and home service operations. This specialized business training represents 30% of the total hours delivered.

Recognizing the importance of implementing various initiatives and creating collaborative workspaces to ensure the growth of all its professionals, Madrileña Red de Gas launched a new development project in 2024 called «Anatomy of the Manager», aimed at department heads and focused on self-awareness and the skills of an effective leader to enhance their professional profiles and thereby foster continued growth within their individual development plans.

Furthermore, during 2024 Madrileña Red de Gas maintained its best practices in promoting interdepartmental relationships not only through training, continuing the EVOLUCIONA initiative —an original format presented by the Systems and Customer Operations Department to share detailed insights about their activities with the rest of the workforce—, but also through corporate events. This year’s events aimed to encourage teamwork by highlighting the strengths of each individual, as will be detailed in the next chapter.

In terms of diversity, Madrileña Red de Gas has always been committed to this fundamental principle, with a particular focus on equality due to its profound impact on individuals’ rights. Consequently, it has continued its training efforts on equality, not only through webinars on «inclusive language» and «prevention of workplace harassment» offered to the entire workforce, but also through a course on prevention and awareness of workplace violence and harassment. This course has represented the most significant training within the Occupational Risk Prevention area.

As a result of these initiatives, a total of 6,496 training hours were completed during 2024, distributed across 44 training activities. This translates to a ratio of 55.52 training hours per employee, slightly surpassing the 54.7 hours recorded in the previous year and consolidating a positive trend in professional development. This figure reflects Madrileña Red de Gas’s commitment to maintaining high levels of training per employee, in contrast to earlier figures such as the 35.25 hours recorded in 2022.

4.4 Work Climate

Madrileña Red de Gas presents a highly favourable scenario in people management. Active employee participation in the workplace climate survey has enabled the collection of valuable information regarding their well-being and level of engagement with the organization. In 2024, two significant milestones were achieved in the survey: a record high in overall satisfaction and a new peak in the eNPS index.

From a qualitative perspective, the survey results reflect that employees feel proud to belong to Madrileña Red de Gas, demonstrate autonomy and a high degree of responsibility in performing their duties, while sharing a strong commitment to excellence in customer service.

The most valued aspect of working at Madrileña Red de Gas continues to be, once again, the work-life balance, with special recognition given to the continuity and consolidation of the telework modality.

In 2024, two significant milestones were achieved in the survey: a record high in overall satisfaction and a new peak in the eNPS inde

From a quantitative perspective, the 2024 workplace climate survey has yielded the highest overall satisfaction level recorded to date, reaching 86%. This result indicates that, on average, the various dimensions evaluated in the questionnaire have been positively rated. This percentage represents an increase of three percentage points compared to the satisfaction levels obtained in the previous two years.

Regarding the eNPS ratio, an excellent score of 58.4 was achieved, representing a 36% increase compared to the previous year’s score of 42.9 (Figure 50). When asked to what extent they would recommend their company as a workplace, Madrileña Red de Gas has garnered a significant proportion of promoters, no less than 66.3%.

Throughout 2024, interdepartmental collaboration has continued to be promoted through training sessions and corporate events aimed at strengthening internal cohesion. Additionally, a review of the training offer has been conducted to better align it with the organization’s strategic needs. Progress has also been made towards an increasingly digital and data-driven organisational model.

With results surpassing historical records in terms of satisfaction and engagement, Madrileña Red de Gas reaffirms its commitment to continuous improvement. The company will continue to actively work on the identified areas of opportunity with the aim of consolidating achieved successes and reinforcing the trust placed in its human capital.

Annual team workshops

Los eventos de empresa siguen siendo muy bien valorados por la plantilla de la compañía, ya que refuerzan las relaciones interdepartamentales, crean equipo, fomentan el compañerismo y distienden el ambiente de Corporate events continue to be highly valued by the company’s workforce, as they strengthen interdepartmental relationships, build team spirit, foster camaraderie, and help create a relaxed work environment.

A distinguishing feature of the events organized by Madrileña Red de Gas throughout 2024 has been their originality. The activities were designed to promote teamwork by highlighting the unique qualities of each member of the workforce, where everyone contributes their skills and the team, as a whole, is unbeatable.

4.5Diversity, Equity and Inclusion (DEI)

Madrileña Red de Gas considers the convergence of diversity, equity, equal opportunities, and inclusion to be a fundamental element for ensuring cohesion in the workplace, as well as strengthening the capacity to adapt to change, among many other benefits.

The company reinforces its commitment to the values of diversity and equal opportunities through its Code of Ethics, which is supplemented by the implementation of various tools, including: the Equality Plan, effective since 2022; the Protocol for the Prevention of Workplace, Sexual, and Gender-Based Harassment, in force since 2023; the Action Guide against Gender-Based Violence; and the Inclusive Language Guide.

Over the past four years, without exception, the company has integrated individuals over the age of 50 into its workforce

Madrileña Red de Gas has maintained its commitment to incorporating underrepresented groups. Over the past four years, without exception, the company has integrated individuals over the age of 50 into its workforce and, at the opposite generational end, has focused on attracting new talent.

Regarding the hires made during the 2024 financial year, three individuals (two women and one man) were hired: one under thirty years old, one between thirty and fifty years old, and one over that age.

While Madrileña Red de Gas is aware of the need to continue making progress in equality, the historically male-dominated nature of the sector in which it operates cannot be overlooked. In this context, the company’s sustained effort to improve female representation over time is particularly noteworthy. As previously mentioned, the proportion of women in the workforce has currently reached 38%, with a total of 45 female employees, compared to 16% recorded in 2012 .

It is noteworthy that the historical records of leave taken for the birth of a child show that, every year without exception, more men have taken paternity leave. In 2024, four individuals took paternity leave (for the first time, no women requested maternity leave).

It goes without saying that every employee who has taken this type of leave has returned to their position under the same conditions once the period ended, achieving a 100% rate of both re-entry and retention.

All these actions and principles, aimed at promoting gender equality through equitable selection and training processes that ensure equal opportunities, constitute fundamental values enabling Madrileña Red de Gas to progress as an inclusive company and attract the best talent.

4.6 Occupational Health and Safety

In the 2024 financial year, Madrileña Red de Gas has remained aligned with the level of business excellence associated with maintaining certification of its management system according to the ISO 45001:2018 standard. In this regard, the most notable aspects include:

• A strong commitment to training in prevention to ensure that all employees of Madrileña Red de Gas receive the necessary education, covering the company’s various workforce groups.
• Control over documentation from contractors and subcontractors.
• In collaboration with the mutual insurance company, distribution of various informational brochures on different occupational risk prevention topics, such as night and shift work, workplace harassment, and manual handling of loads, among others.

Likewise, true to the department’s commitment to achieving continuous improvement throughout the organisation in occupational risk prevention management, and following the spirit of transparency, the legal occupational risk prevention audit was voluntarily conducted during 2024.

Regarding workplace incidents, throughout the year there was a single recorded accident resulting in leave, which was not commuting-related, but caused by overexertion.