Introduction Driven by what matters Business overview Chairman and Chief Executive Officer's review 2019/20 highlights Strategic report Delivering our purpose Our purpose and strategy What we do Our region Engaging our stakeholders Our business model Overview Our key resources Our external drivers and relationships How we plan for the future Our plans for 2020—25 How we create value for stakeholders How we respond to challenges How we measure our performance Introduction to our KPIs Our operational KPIs Our financial KPIs Our other performance indicators Contributing to the UN SDGs Our approach to climate change (TCFD) TCFD: overview and governance TCFD: risk management TCFD: strategy TCFD: metrics and targets Our performance in 2019/20 Operational performance 2019/20 Financial performance 2019/20 Our risk management Overview of our risk management Principal risks and uncertainties S172(1) Statement Non-financial information statement Glossary Time for a tea break Governance Board of directors Letter from the Chairman Corporate governance report Nomination committee report Audit committee report Code principle - audit, risk and internal control Audit committee report Corporate responsibility committee report Remuneration committee report Annual statement from the remuneration committee chair Code principle - remuneration At a glance summary: executive directors' remuneration Annual report on remuneration Appendix 1: Directors' remuneration policy (abridged) Appendix 2: Executive directors' share plan interests 1 April 2019 to 31 March 2020 Tax policies and objectives Directors' report Statement of directors' responsibilities Financial statements Independent auditor's report Consolidated income statement Consolidated statement of comprehensive income Consolidated and company statements of financial position Consolidated statement of changes in equity Company statement of changes in equity Consolidated and company statements of cash flows Guide to detailed financial statements disclosures Accounting policies Notes to the financial statements 6 Finance expense Notes to the financial statements–appendices Five-year summary - unaudited Shareholder information