Centrica Results Presentation Deck
Modernising British Gas Services
Largest energy services provider in the UK with
7,500 engineers and technicians
Change essential to improve competitiveness
and provide a better customer experience
• Committed to direct labour model
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Q1 2021 impacted by Covid-19 and industrial action
- Signs of recovery in Q2
• Improvement plans in place for H2 2021
- Continue reset of relationship with colleagues
- Drive further recovery in customer service levels
- Improve customer retention
• Sustainable platform from which to deliver growth
16 Interim Results 2021
Engineer productivity¹
8
7
5
4
Engineer NPS
80
70
60
50
2020
Jan
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
1. Service and Repair jobs completed per day.
Apr
2021
Jul
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Oct
2019
2021
Jan Apr
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