Material Content Matrix

In 2010, stakeholder input was collated and fed into the materiality process - the process by which we identify and assess those issues that are most material to our stakeholders and to the business. These results are then used as the basis for determining the content and structure of our CR Report. They are laid out below in a matrix format - click on the relevant title to access the supporting page of the CR report for each of the issues identified.

			Support for Vulnerable Customers Ease of Switching Supplier Accurate Billing	Energy Prices Customer Service Sustainability Strategy Low Carbon Generation Security of Supply
		Fair Pay and Conditions Profits	HR Policy Employee Volunteering Community Partnerships Direct Selling Responsible Business	Organisational Change Electricity Market Reform Energy Management Employee Engagement Gas Customer Refunds Health and Safety
		Education Programme Biodiversity Research and Development	Diversity and Inclusion Career Development Compliance with Environmental Regulations Industrial Relations
			Best Practice Management

Key

• Issues reported in detail
• Issues given limited coverage in report
• Issues reported on 'as needs' basis

In 2010, we reviewed our approach to the way in which we manage material issues, and revised our process for identifying and assessing those issues that are most material to the business and to its stakeholders.

The revised process is informed by our ongoing stakeholder engagement exercises and initially seeks to identify environmental, social and economic issues that are, or might turn out to be, relevant to the business and to its stakeholders, and to collect the information needed to assess their significance.

These issues are then prioritised according to their significance and further information sought where necessary to ensure sound decision-making and action. The process is then reviewed to ensure that the materiality determination is considered sound and credible and that the business has accepted its findings and considered their implications.

The results of the materiality process are then used as the basis for determining the content and structure of the CR Report and will also be used in developing CR strategy.