2 01 BRITISH GAS Total Total customer accounts (period end) ( 000) 23,602 24,289 (3) 23,602 24,289 (3) Total customer households (period end) ( 000) 10,751 11,086 (3) 10,751 11,086 (3) Joint product households (period end) ( 000) 2,101 2,257 (7) 2,101 2,257 (7) Gross revenue ( m) 12,967 14,226 (9) 6,039 6,314 (4) Operating cost (excluding bad debt) ( m) 1,425 1, Operating profit ( m) 823 1,030 (20) (20) Operating profit after tax ( m) (17) nm Total consumption Gas (mmth) 4,085 5,126 (20) 1,710 1,891 (10) Electricity (TWh) (8) (7) Lost Time Injury Frequency Rate (per 100,000 hours worked) nm Residential energy supply Customer accounts (period end) Gas ( 000) 8,314 8,561 (3) 8,314 8,561 (3) Electricity ( 000) 6,464 6,585 (2) 6,464 6,585 (2) Total ( 000) 14,778 15,146 (2) 14,778 15,146 (2) Estimated market share (%) Gas (1.2) ppts (1.2) ppts Electricity (0.5) ppts (0.5) ppts Average consumption Gas (therms) (17) (6) Electricity (kwh) 3,498 3,688 (5) 1,714 1,752 (2) Total consumption Gas (mmth) 3,439 4,342 (21) 1,430 1,579 (9) Electricity (GWh) 22,788 25,078 (9) 11,121 11,932 (7) Gross revenue ( m) Gas 5,031 6,033 (17) 2,132 2,307 (8) Electricity 3,297 3,454 (5) 1,645 1,694 (3) Total 8,328 9,487 (12) 3,777 4,001 (6) Operating profit ( m) (23) (19) Operating profit after tax ( m) (19) nm Post-tax margin (%) (0.4) ppts nm 2013 residential energy customer accounts have been restated to exclude 110,000 accounts subsequently reclassified as dormant.
3 02 BRITISH GAS CONTINUED Residential services Customer product holdings (period end) Central heating service contracts ( 000) 4,445 4,575 (3) 4,445 4,575 (3) Kitchen appliances care (no. of customers) ( 000) (8) (8) Plumbing and drains care ( 000) 1,634 1,683 (3) 1,634 1,683 (3) Home electrical care ( 000) 1,375 1,420 (3) 1,375 1,420 (3) Other contracts ( 000) Total holdings ( 000) 7,970 8,227 (3) 7,970 8,227 (3) Domestic central heating installations ( 000) (4) Gross revenue ( m) Central heating service contracts (1) Central heating installations Other (2) (1) Total 1,658 1, Operating profit ( m) (15) (23) Operating profit after tax ( m) (12) nm Post-tax margin (%) (1.8) ppts nm Business energy supply and services Customer supply points (period end) Gas ( 000) (8) (8) Electricity ( 000) (6) (6) Total ( 000) (7) (7) Average consumption Gas (therms) 2,144 2,476 (13) (4) Electricity (kwh) 27,807 28,852 (4) 13,611 14,201 (4) Total consumption Gas (mmth) (18) (10) Electricity (GWh) 16,326 17,260 (5) 7,839 8,504 (8) Gross revenue ( m) Gas (15) (10) Electricity 1,963 1, (1) Business Services (7) Total 2,981 3,084 (3) 1,408 1,463 (4) Operating profit ( m) (19) (16) Operating profit after tax ( m) (19) nm Post-tax margin (%) (0.6) ppts nm 2013 business energy supply points have been restated to include 4,000 supply points to align to industry reporting changes.
4 03 DIRECT ENERGY Total Total residential energy and services accounts (period end) ( 000) 4,153 5,967 (30) 4,153 5,967 (30) Gross revenue ( m) 11,838 7, ,369 4, Operating profit ( m) (46) (2) Operating profit after tax ( m) (48) nm Total consumption Gas (mmth) 8,163 3, ,637 2, Electricity (TWh) Lost Time Injury Frequency Rate (per 100,000 hours worked) (83) nm Residential energy supply Customer accounts (period end) ( 000) Texas (4) (4) Canada regulated (3) (3) Canada deregulated (14) (14) US North East 1,343 1, ,343 1,327 1 Total 3,256 3,360 (3) 3,256 3,360 (3) Average consumption Gas (therms) 1,403 1, Electricity (kwh) 10,888 10, ,388 5,703 (6) Total consumption Gas (mmth) 2,240 2, Electricity (GWh) 19,392 19,452 (0) 9,375 10,422 (10) Gross revenue ( m) 2,571 2, ,172 1,209 (3) Operating profit ( m) (45) (34) Operating profit after tax ( m) (44) nm Post-tax margin (%) (2.0) ppts nm Post-tax underlying margin (%) (1.2) ppts nm FY post-tax underlying margin (%) excludes 21 million ( 32 million pre-tax) of costs associated with the polar vortex. Business energy supply Gas sales (mmth) 5,923 1, ,730 1, Electricity sales (GWh) 96,944 63, ,050 35, Gross revenue ( m) 8,744 4, ,930 2, Operating profit ( m) (58) Operating profit after tax ( m) (68) nm Post-tax margin (%) (1.1) ppts nm Post-tax underlying margin (%) (0.9) ppts nm FY 2013 post-tax underlying margin (%) excludes 25 million ( 36 million pre-tax) relating to customer amortisation and integration costs associated with the Hess Energy Marketing acquisition. FY post-tax underlying margin (%) excludes 36 million ( 59 million pre-tax) relating to amortisation of customer intangibles and integration costs associated with the Hess Energy Marketing acquisition and 22 million ( 33 million pre-tax) of costs associated with the polar vortex.
5 04 DIRECT ENERGY CONTINUED Residential and business services Contract relationships (period end) ( 000) 897 2,608 (66) 897 2,608 (66) On demand and installation jobs ( 000) (11) (20) Gross revenue ( m) (8) (10) Operating profit ( m) (22) (39) Operating profit after tax ( m) (20) nm Post-tax margin (%) (0.6) ppts nm Product holding reflects the disposal of the Ontario home services business, which had 1.9 million product holdings at the time of disposal. (with comparator year of 2013 restated to remove effect of foreign exchange movements) Gross revenue ( m) Residential energy supply 2,571 2, ,172 1,166 1 Business energy supply 8,744 4, ,930 2, Residential and business services (3) (6) revenue 11,838 6, ,369 3, Operating profit ( m) Residential energy supply (42) (33) Business energy supply (57) Residential and business services (18) (39) operating profit (43) (1) 2013 figures restated at weighted average exchange rate.
6 05 BORD GÁIS ENERGY Residential energy supply customer accounts (period end) Gas ( 000) 332 nm 332 nm Electricity ( 000) 276 nm 276 nm Total ( 000) 608 nm 608 nm Business energy services customer supply points (period end) 31 nm 31 nm Total customer accounts (period end) ( 000) 639 nm 639 nm Residential energy supply average consumption Gas (therms) 127 nm 127 nm Electricity (kwh) 2,373 nm 2,373 nm Business energy services average consumption Gas (therms) 6,394 nm 6,394 nm Electricity (kwh) 37,237 nm 37,237 nm Total consumption Gas (mmth) 106 nm 106 nm Electricity (GWh) 1,430 nm 1,430 nm Power generated (GWh) 867 nm 867 nm Gross revenue ( m) 391 nm 391 nm Operating profit ( m) 7 nm 7 nm Operating profit after tax ( m) 3 nm nm
7 06 CENTRICA ENERGY Total Operating profit ( m) 737 1,326 (44) (60) Operating profit after tax ( m) (2) nm Lost Time Injury Frequency Rate (per 100,000 hours worked) nm International gas Gas production volumes (mmth) UK and Netherlands 1,426 1,789 (20) (33) Norway (6) North America 1, Trinidad & Tobago Total 3,772 3, ,827 1,861 (2) Liquids production volumes (mmboe) UK and Netherlands (32) (32) Norway (5) North America Total (7) (3) Total production volumes (mmboe) (3) Total production volumes (mmth) 4,822 4, ,350 2,399 (2) Average achieved gas price (p/therm) Europe (17) (20) North America and Trinidad & Tobago Total (23) (25) Average oil and condensate sales price ( /boe) Europe (14) (26) North America and Trinidad & Tobago (2) (8) Total (15) (26) DDA costs ( /boe) Europe (1) North America and Trinidad & Tobago (18) (13) Total (12) (10) Lifting and other cash production costs ( /boe) Europe North America and Trinidad & Tobago (8) (18) Total Exploration and appraisal costs ( m) Operating profit ( m) 606 1,155 (48) (70) Operating profit after tax ( m) (7) nm Return on total capital employed (%) (0.6) ppts nm Total net proven and probable reserves (mmboe) (18) nm Lifting and other cash production costs include all cash costs except exploration and appraisal costs and the impact of underlift/overlift. Centrica s share of reserves, including a 60% share of Canadian assets owned in partnership with QPI, excluding Rough cushion gas of 30mmboe.
9 08 CENTRICA STORAGE Total Average SBU price (in period) (pence) (21) (14) Gross revenue ( m) SBU (21) (13) Additional space/other (19) Total (21) (2) Operating profit ( m) (54) Operating profit after tax ( m) (56) nm Lost Time Injury Frequency Rate (per 100,000 hours worked) nm
10 CORPORATE RESPONSIBILITY 09 Where noted, selected corporate responsibility measures have been assured by Deloitte LLP. To view Deloitte LLP s assurance statement and the Basis of Reporting, visit centrica.com/crassurance. Safety Metric Unit Lost time injury frequency rate (LTIFR) Per 100,000 hours worked target Achieve high range 0.14 (i) (high (ii) (high What s next Continue to grow a best practice safety culture and return to an improving LTIFR Total recordable injury frequency rate (TRIFR) Per 100,000 hours worked Measure only 0.50 (i) 0.76 (ii) Significant process safety event Number 0 0 (i) (high Road safety incident rate low severity Road safety number of high severity incidents Per 1 million km driven 0 (ii) (high Continue to improve process safety awareness and metrics Measure only 0.2 (i) (iii) 4.9 (ii) Reduce road safety incidents through proactive driver safety programmes Number Measure only 2 (i) 1 (ii) Fatalities Number Measure only 0 (i) 0 (ii) Continue to maintain safety as our highest priority to avoid fatalities (i) Assured by Deloitte LLP for the Annual Report. See centrica.com/crassurance to view Deloitte s assurance statement and the Basis of Reporting. (ii) Assured by Deloitte LLP for the 2013 Annual Report. See centrica.com/crdownloads to view Deloitte s 2013 assurance statement and the 2013 Basis of Reporting. (iii) Methodology for calculation was revised in to better capture driver safety incidents, allowing benchmarking to UK national statistics. Lowest rating incidents representing vehicle damage such as vandalism, have been removed from scope. Customers Metric Unit target net promoter score (NPS) Number Return to the high range net promoter score (NPS) Number Remain within the high range Vulnerable households helped by initiatives Smart meter installations (residential and business customers) +23 (i) (median +38 (i) (high (ii) (low +40 (ii) (high What s next Return to the high range Remain within the high range Number Measure only 1.8 (i) million 1.8 (ii) million Continue to support our most vulnerable customers through the Energy Trust and obligations such as the Warm Home Discount Number of meters installed (cumulative since 2009) Measure only 1,736,323 (iii) 1,297,656 (iv) Continue to be the UK leader in smart meter installations (i) Assured by Deloitte LLP for the Annual Report. See centrica.com/crassurance to view Deloitte s assurance statement and the Basis of Reporting. (ii) Assured by Deloitte LLP for the 2013 Annual Report. See centrica.com/crdownloads to view Deloitte s 2013 assurance statement and the 2013 Basis of Reporting. (iii) Only data representing 1,369,011 smart meter installations has been subject to assurance by Deloitte LLP due to the historical nature of the data. (iv) Only data representing 930,344 smart meter installations has been subject to assurance by Deloitte LLP due to the historical nature of the data.
11 10 CORPORATE RESPONSIBILITY CONTINUED People, communities and partners Metric People Employee engagement Unit Mean score out of 6 target Strive towards top quartile, measured against an independent high benchmark range 4.79 (i) (median Diversity female and male Percentage Measure only 30 female 70 male (ii) (median 29 female 71 male What s next Continue to strive towards top quartile, measured against an independent high benchmark range Continue to promote diversity in leadership roles and wider recruitment Retention Percentage Measure only (ii) Encourage and maintain healthy retention levels through effective management and monitoring Absence Communities Days per full time employee Measure only (ii) Focus on driving down absence through good management practices, including proactive intervention and preventative action Total community contributions (iii) million Measure only (iv) (ii) (v) Continue to seek ways we can make a positive contribution to our local communities Total employee volunteering hours (vi) Partners Average CR risk rating of assessed suppliers Number of hours Measure only 66,729 48,697 (ii) Risk score out Measure only 51 (low risk) 49 (low risk) Continue to assess the CR risks of 100 (vii) among our strategic and higher risk suppliers (i) Assured by Deloitte LLP for the Annual Report. See centrica.com/crassurance to view Deloitte s assurance statement and the Basis of Reporting. (ii) Assured by Deloitte LLP for the 2013 Annual Report. See centrica.com/crdownloads to view Deloitte s 2013 assurance statement and the 2013 Basis of Reporting. (iii) Includes charitable donations calculated through the London Benchmarking Group methodology, combined with the cost of voluntary and mandatory programmes that primarily support vulnerable customers in the UK. (iv) Comprising million in mandatory and 40.0 million in voluntary contributions which largely support vulnerable customers, alongside 4.8 million in charitable contributions. (v) Comprising million in mandatory and more than 365,000 in voluntary contributions which largely support vulnerable customers, alongside 11.2 million in charitable contributions. (vi) Includes volunteering time during and outside of business working hours when enabled by Centrica. (vii) A score nearer to 100 is lower risk.
12 CORPORATE RESPONSIBILITY CONTINUED 11 Carbon Metric Total carbon emissions (i) Scope 1 emissions Scope 2 emissions Total carbon intensity by revenue Internal carbon footprint (property, fleet and travel) Unit Tonnes CO2 equivalent Tonnes CO2 equivalent Tonnes CO2 equivalent Tonnes CO2 equivalent/ m Tonnes CO2 equivalent target 2013 What s next Measure only 5,583,902 (ii) 7,044,012 (iii) Continue to adopt best practice in monitoring and reporting our global carbon, while analysing the impacts of our strategic plans Measure only 5,452,507 (ii) 6,928,589 (iii) Continue to take proactive steps to reduce our carbon emissions through innovation, technology and cultural change Measure only 131,395 (ii) 115,423 (iii) Continue to reduce emissions associated with our use of electricity, particularly as part of our internal carbon footprint target Measure only (iii) Continue reporting this new metric and start to analyse developing trends as we deliver on our strategic priorities Reduce the carbon footprint of core offices, company vehicles and travel by 20% by end of 2015 Carbon intensity of power generation gco2/kwh Reduce our power generation carbon intensity to 260 by end of 2020 Total customer carbon savings from measures installed by Tonnes CO2 equivalent (cumulative since 2010) 80,288 83,063 (iv) Continue to work towards our 2015 target By the end of, a reduction of over 25% has been achieved from the 2007 base year 154 (v) 200 (vi) Review our 2020 carbon intensity target to reflect changes in our generation fleet and the power market Measure only 13,179,836 9,452,259 (iii) Continue to enhance the robustness of this metric and seek to expand scope to include North America (i) Comprises Scope 1 and Scope 2 emissions as defined by the Greenhouse Gas Protocol. (ii) Assured by Deloitte LLP for the Annual Report. See centrica.com/crassurance to view Deloitte s assurance statement and the Basis of Reporting. (iii) Restated due to changes in emission factors and improved data. (iv) Restated due to changes in emission factors and divestment data having been removed back to the 2007 baseline. (v) Reduction primarily due to the sale of our North American gas power plants. (vi) Assured by Deloitte LLP for the 2013 Annual Report. See centrica.com/crdownloads to view Deloitte s 2013 assurance statement and the 2013 Basis of Reporting.
British Gas Total British Gas Total customer accounts (period end) ( 000) 23,372 23,856 (2) 23,602 Total customer households (period end) ( 000) 10,605 10,898 (3) 10,751 Joint product households (period
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