We believe all accidents are preventable, so we do everything safely and responsibly or not at all. In 2011/12 the total recordable injury rate reduced from 0.12 per 100,000 hours worked, to 0.11 as a whole.

We give our customers service we are proud of and make commitments that we deliver.

In 2010/11 we maintained our leadership in key independent studies of service performance in energy supply, and we were the most successful company in electricity networks in 'keeping the lights on'.

We keep things simple, do the work that adds value and avoid wasting money, materials, energy or time.

So we achieved additional cost savings during 2010/11 and applied operational improvements in areas such as credit management.

We operate ethically, taking the long term view to achieve growth while safeguarding the environment. Renewable energy development and smart home project goals have been achieved.

We strive to get better, smarter and more innovative and be the best in everything we do.

Our culture of innovation has been reinforced with diverse successes such as the hybrid bond issue and zero carbon homes development.

We support and value our colleagues and enjoy working together as a team in an open and honest way. We believe we will only be successful financially if we exercise a wider corporate responsibility to others, such as customers and employees, on whom our success ultimately depends.