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develop and maintain effective stakeholder relationships; and progress innovations that improve network reliability, efficiency and customer service. 35
RETAIL (including Enterprise) Retail (including Enterprise) Key Performance Indicators Sep 16 Sep 15 Energy Supply Energy Supply adjusted and reported operating profit - 47.1 73.8 £m Capital expenditure (Energy Supply and Energy Related 86.8 70.5 Services) - £m Electricity customer accounts (GB domestic) – m 4.11 4.27 Gas customer accounts (GB domestic) – m 2.76 2.88 Energy customers (GB business sites) – m 0.47 0.46 All-Island energy market customers (Ire) – m 0.79 0.80 Total energy customer accounts (GB, Ire) – m 8.13 8.41 Electricity supplied household average (GB) – kWh 1,544 1,577 Gas supplied household average (GB) – th 111 115 Household/small business aged debt (GB, Ireland) - £m 120.3 128.3 Bad debt expense (GB, Ireland) - £m 27.0 26.8 Customer complaints to third parties (GB) 1 703 792 1 Ombudsman: Energy Services and Citizens Advice Energy Related Services Energy Related Services adjusted and reported 8.6 11.2 operating profit- £m Home Services customer accounts (GB) – m 0.44 0.38 Meters read – m 5.6 5.4 Supply customers’ bills based on actual reading % 95.3 95.5 Smart Meters installed over 310,000 Over 100,000 Enterprise Enterprise adjusted and reported operating profit - £m 4.8 16.5 Capital expenditure - £m 23.1 12.7 SSE Contracting Order Book - £m 161 148 Supplying energy and essential services across the Great Britain and Ireland markets SSE is one of the largest energy suppliers in the competitive markets in Great Britain and Ireland. At 30 September 2016 it supplied electricity and gas to 8.13 million household and business accounts. It also provides other related products and services, including telephone, broadband and boiler care, to 0.44 million household and business customers. The Retail segment includes the Enterprise business which provides energy services to meet the needs of businesses and public sector organisations in a reliable and sustainable way. Taken together, these businesses provide balance to the SSE group and demonstrate SSE’s commitment to efficient operations and industry-leading customer service. In the context of the rapidly evolving and challenging competitive environment in which its Retail businesses operate, SSE has embarked on a transition from commodity provider towards its vision of becoming a market-leading retailer of energy and essential services, by digitalising and diversifying its business, and consistently excelling in customer service. As part of this strategy, it continues to focus on addressing the decline in its energy customer account numbers while investing in the expansion of its non-energy businesses. 36
Page 1 and 2: i
Page 3 and 4: Table of Contents Overview ........
Page 5 and 6: Sep 16 Sep 15 Sep 14 Adjusted Opera
Page 7 and 8: Distribution. This means the Regula
Page 9 and 10: Further Information Inside Informat
Page 11 and 12: 1.4 times, based on dividend increa
Page 13 and 14: Group Financial Overview Key Financ
Page 15 and 16: Investment and Capex Summary Sep 16
Page 17 and 18: SGN contribution to SSE Sep 16 Sep
Page 19 and 20: Investment and Capital Expenditure
Page 21 and 22: Adjusted net debt excludes finance
Page 23 and 24: WHOLESALE Wholesale Key Performance
Page 25 and 26: Energy Portfolio Management (EPM) E
Page 27 and 28: Generation - Great Britain (thermal
Page 29 and 30: sources. This makes SSE the largest
Page 31 and 32: significant consequences as it all
Page 33 and 34: Adopting a clear and distinctive id
Page 35 and 36: Adapting to policy and regulatory c
Page 37: Supporting resilient communities As
Page 41 and 42: elating to the quality of the servi
Page 43 and 44: SSE’s Priority Assistance Fund pr
Page 45 and 46: With a significant self-delivery ca
Page 47 and 48: SSE financial results explained Why
Page 49 and 50: Consolidated Income Statement for t
Page 51 and 52: Consolidated Statement of Other Com
Page 53 and 54: Consolidated Statement of Changes i
Page 55 and 56: Consolidated Cash Flow Statement fo
Page 57 and 58: Notes on the Condensed Interim Stat
Page 79 and 80: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

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