We put our customers at the heart of what we do and we’re consistently reviewing our approach to provide our customers with the right service and support. For example, we’ve changed our billing to make it clearer and introduced a wider range of tariffs to suit different levels and patterns of energy use. We’re also working hard to help people to understand and manage their energy use through events such as our Winter Bureau road shows which takes energy saving advice right into the heart of cities across the country, our community programmes, online and care centre advice lines. With fuel poverty increasing, it’s a challenging time for the energy industry and we firmly believe that we should be doing all we can to help support vulnerable groups. Through our 10 year partnership with Age Concern England we’re helping more older people than ever before benefit from energy efficiency advice, helping them to lower their bills without scrimping on comfort. We also give them advice and support on applying for financial blankets such as the government’s Warm Front grants.

We’re going out into local communities to help people understand and manage their energy better which helps lower their bills and protects the environment too. As well as offering lots of tips on energy saving we’re working hard to offer our customers support with finding the right tariffs for individual homes and businesses.

We recognise there is still work to do and we’re constantly reviewing our approach by putting ourselves in our customers’ shoes and finding new ways to improve.

Customers are at the heart of everything we do and we work hard to keep our customers informed, taking personal and real responsibility for our actions and keeping our promises.

We continued to support our vulnerable customers through our different social propositions such as Staywarm and the CaringEnergy programme.

In November 2008, we launched WarmAssist , a new social proposition aimed at helping our most vulnerable customers.

We removed the surcharge for our prepayment meters and bring the prices into line with our standard prices

Energy price increases and the failure of energy companies to communicate these changes directly to customers have led to a notable decrease in customer satisfaction with utility companies in the UK. As a result, we slipped to third place on the Customer Satisfaction Index Scores for both Gas and Electricity Suppliers but remain above the industry average.

We’ve already reduced our electricity and gas prices this year and we’ll continue to monitor our wholesale costs to see if we can make a further reduction. We’ve made changes to our bills to make them simpler for customers to understand and we’re continuing to look at ways we can present the information in a simpler format.

We continue to encourage all employees to put themselves in the customers’ shoes and develop solutions from their point of view.