The document appears to be slides from a meeting covering various topics: 1) The agenda includes safety, finance, compliance, and customer experience. 2) The safety section reviews regional safety events and discusses two specific incidents - a slipped ladder and a finger injury. 3) Updates are provided on compliance rates, screening completion rates, and open safety incidents. 4) The customer journey is discussed, including surveying customers on improvements to the installation process. 5) Banking and technical compliance shows high banking and first-time compliance rates, with 7 areas accounting for most issues.

1. Slide 1
Dominic McHale
North - Operations
Meeting
February 2016

2. Slide 2
Agenda
• Safety Driver Safety - Nick Game / Jon Marshall
• Finance /Conversion / Self Gen - OMs
• Banking Compliance – Clair Walker
• Customer Journey – Tora Oetgan
• AOB

3. Slide 3
Safety
• Regional Reported Events and Observations
• January Event Categories / Open Events
• IMS Update
• SRR & HSE Assessments
• Occupational Health
• DRMS
• Questions?

4. Slide 4
Patch Events January 2016

5. Slide 5
Event Types with Near Miss Correlation
Work at Height
EV210875: The Energy expert has stated that he was on a job
and has stepped onto the ladder out of the snow and foot has
slipped off of a rung and hit his shins on the rung, resulting in
bruised shins mainly on the LH. No first aid applied. Unsure of
the job number or address. Line Manager: Craig Griffin
Learning’s?
Modified Duty
EV209918: Occurred in Teesside patch on Tuesday 5th
January 11.15hrs. Energy Expert, Margaret Howitt, has
trapped her right hand middle finger in her van door which has
caused a cut. The first aider at Leeds Office cleaned the
wound and applied a dressing onto her finger. The onsite mini
bus took her to A&E for further checks.
Margaret had some stitches in her finger with a splint and
dressing to protect and keep it free from dirt. She is presently
on light duties supported by her manager. Manager has
agreed to review weekly to increase her work load to full
capacity over the coming weeks. She is well enough to be at
work.

6. Slide 6
January RTA v Reporting Person v NM
19 events19 events

7. Slide 7
Open Events (Correct 10th February)
Two events
EV211648 – West Coast (was sitting at Manchester) – Chris Smith
EV210875 – Teesside (was sitting at Stockport) – J. Dixon

8. Slide 8
© British Gas Trading Limited 2011
Management System Update

9. Slide 9
Safety Risk Report (Correct 10th Feb)
Barney Sharman | Data Development Analyst | Tel: (07557) 618683

10. Slide 10
Occupational Health MI BGEE December 2015
•Comments
Discussion points
• Year 3 programme has started with a 9% completion rate in month
two– Norwich 100% , Scotland 89% and Kent 29%
• OH working with the NHS team to ensure correct employee list for
loft/cavity employees following recent business changes
• BAU process in place agreed with Ops/OH to ensure full
compliance with NHS screening for Yr 3 – aim to complete by June
16
• Options for the business to consider – we do exit
medicals on those whose last medical was more than 3-6
months ago or we do not do exit health surveillance
medicals, but then if there should be any come back at a
later date we only have the latest medical to refer to
which could be almost a year ago
(Occ Health have generally not done exit medicals in the
past for a one off leaver)
BGEE – Field Insulation
Top 4 reasons for referral (YTD)
MSD - mechanical backs 28
MH - Non WR symptoms 19
Medical conditions - 12
MSD - shoulders 11
Referral volume YTD
Insulation - loft, cavity and energy experts Total 112 (minimal
increase on same period 2014)
MSD 75% highest referral trigger while MH 19%
Time to refer in to OH 5 days (excellent)
Work related YTD
8 cases in total 97 lost working days
Installation 1x MH 0 days/5 x MSD 42 days
Energy Experts 1 x MH 55 days/1 x MSD 0 days
1 WR case reported in December – HAVs RIDDOR
EAP usage
6 calls made YTD – 0 usage in December
RIDDORS (YTD)
2 reported to the HSE in 2015

11. Slide 11
CustomerJourvey- With your help, we’ve redesigned the loft and cavity journey
from a customerperspective to:
Slide 11
Be clear on what we doandwhen
Increase our NPS andcustomer satisfaction
Get yourfeedback on how toimprove
Get moresupport and bemore joined up with the office
Asurvey’s
booked
Anenergy
expertvisits
Insulationis
installed
1
2
3
4
In January, we’ll talk you through the improvements to the journey so you
can share this with your teams in February

12. Slide 12
Technical Compliance and Banking
• Last 3 month average field
compliance was 84.42%
•YTD 98% Banked (Best year yet)
• Compliance Team delivered 12.46%
average over the same period. True
figure closer to 15%.
•85% first time compliance in field
YTD (Best year yet)
90.67%
86.03%
92.32%
94.56%
92.40%
85.25%
84.36% 83.66%
6.85% 10.94% 5.03%
4.52%
5.73%
11.63% 12.07%
13.68%
75.00%
80.00%
85.00%
90.00%
95.00%
100.00%
04 05 06 07 08 09 10 11
Measures Banked vs Field Issues
Pre compliance % Compliance gained %
0.00%
2.00%
4.00%
6.00%
04 05 06 07 08 09 10 11
% by region
East % West % North %

13. Slide 13
7 areas are accounting for 80% of the non-
compliance activities.
Description 04 05 06 07 08 09 10 11 12 Grand Total
VLD issue 240 248 54 56 29 31 26 11 3 698
SAP Issue 124 109 172 67 472
DOC /Vanilla Issue 1 76 9 3 60 98 55 71 373
Missing EPC / OA 30 36 31 26 14 31 45 46 22 281
Banked as Topup X 31 88 61 3 183
BRT photo evidence required / Poor photo's 24 33 14 26 3 100
Address Error 11 8 10 11 5 4 9 11 10 79
EPC Error 2 6 1 13 14 18 14 2 70
BRT Relodge request 25 22 2 10 59
Raised in Error 4 7 21 13 8 3 56
U-Value issue 17 38 55
Other: Unknown 3 7 3 5 3 3 7 7 3 41
EPC lodged after install 4 25 10 1 40
Missing fuel tank type evidence 22 9 1 32
Refurbishment 1 8 5 5 3 1 3 26
EE Left the Business 1 6 7 4 2 20
Missing Stroma ID 9 9
Post Survey Audit* 3 1 4
Grand Total 328 473 180 147 137 339 381 389 224 2598
• Tackling these improvement areas is our next step!

14. Slide 14
Performance by Patch / Region – Regions are equal but
11 key patches account for largest volume.
0
50
100
150
200
250
300
350
400
Bucks
EastCoast
Humberside
Kent
Lincs
LondonW
Norwich
SouthYorks
Liverpool
Manchester
NorthWales
ScotlandEast
ScotlandWest
Stockport
Teeside
WestCoast
WestYorks
Birmingham
BirmWest
BristolWest
Leics
Portsmouth
SouthCoast
Staffs
WestCountry
East North West
• 2.5K non compliance tasks raised to the field in last 8 months
• Labour intensive - 1 Task takes 25mins in the office – end to end.

15. Slide 15
AOB?