The execution of our strategy has a different Our regulatory efforts Employee engagement index
focus in the US than in the UK, as the In the US, our focus continues to
geographic areas we operate in present different be on filing new rate plans, which
challenges. we have done in 65% of our
businesses. In each, we seek to
In the US, we will focus on filing rate plans and establish new rates to recover
achieving appropriate outcomes, while also the cost of running our
addressing our cost base. We will grow through businesses, to achieve real-time
core business customer growth, asset cost recovery of future
replacement and network reinforcement. investment, and to secure and
earn acceptable returns.
In the UK, we will grow through replacing and
expanding our core networks and investing in In the UK, Ofgem has concluded
other organic growth opportunities relating to its RPI-X@20 regulatory reform
climate change and security of supply. project and established a new
£13,988m / $22,101m
Operating profit
£3,293m / $5,203m
Ordinary dividends Earnings per share
UK shareholder enquiries US shareholder enquiries All US dollar equivalents use an exchange rate of:
Capita Registrars: 0871 664 0500 The Bank of New York Mellon: 1-800-466-7215 £1 = $1.58 (average exchange rate for the
From outside the UK: +44 20 7098 1198 From outside the US: +1-212-815-3700 2009/10 financial year); dollar amounts are rounded.
US
Gas Distribution US –
■ More than 44,000 new gas heating operating area
customers.
■ Met all regulatory standards of In the US (displayed above), we are the largest
service regarding service quality distributor of natural gas in the northeast, serving
indices and performance measures. approximately 3.5 million customers in
Gas Distribution Massachusetts, New Hampshire, Rhode Island and
UK –
operating area New York (upstate, New York City and Long Island).
The principal causes of lost time injuries are We also sought feedback from our UK Transmission
road traffic collisions, musculoskeletal injuries, customers to understand what it was like to do business
and slips, trips and falls. We have implemented with us. In many cases, they told us we perform well and
targeted programmes during the year to change are knowledgeable about the industry. Using the data we
behaviours in these areas and drive gathered, a programme for 2010 has been developed to
performance improvements. drive change and improvements in our customer focus.
In our 2010 employee survey, 74% of respondents In UK Gas Distribution, we have a programme to improve
felt confident that safety concerns or issues raised customer service levels. This includes increased staff
would be addressed and 76% of respondents training, reviewing our processes to make them more
considered that National Grid never compromises customer focused and a review of all our
safety in order to meet other goals. communications with customers.
Corporate headquarters
National Grid plc
1-3 Strand, London WC2N 5EH, United Kingdom
Registered in England and Wales No. 403115
US Headquarters UK Headquarters
National Grid National Grid House
Reservoir Woods Warwick Technology Park
40 Sylvan Road Warwick
Waltham, MA CV34 6DA
02451-1120 United Kingdom
www.nationalgrid.com