momentum builds in retail

Industry-leading levels of service, product innovation and competitive pricing saw the Retail business continue to build momentum during the year.

From a standing start in 2008 we now supply more than 268 customers across over 1,500 sites. During 2010/11, total volume supplied more than doubled to 1.45TWh and the growing demand from large energy users for renewable power saw delivered volumes grow four fold to 775 GWh.

According to our Fuel Mix Disclosure, 39% of our volumes supplied during the year came from renewable generation - more than four times the average for
UK suppliers.

Increasing take-up of our flexible products, which enable customers to make their own purchasing decisions to benefit from volatile energy markets, was an important factor in the overall growth seen in the Retail business.

Our offering attracted a significant number of blue-chip names during the year including Associated British Foods and Toyota Motor Manufacturing
(UK) Ltd.

We also continued to make inroads into the public sector market and successfully tendered for our first street lighting supply contract with Salford City Council.

Our commitment to set new standards of service was rewarded with the highest customer satisfaction ranking in the influential Datamonitor 2010 Major Energy Users survey.

The top overall rating across procurement, billing and account management in the survey reflected our continued investment made in people, processes and systems. Our consistent performance also saw us highest-ranked in the
first half of 2011.