Helping Britain Prosper: annual report and accounts 2019

See how we've been Helping Britain Prosper: annual report and accounts 2019

Group highlights

£3.0bn (33%)

Statutory profit after tax was lower, largely due to the additional PPI charge. Tax expense of £1.4 billion.

3.37p (+5%)

Progressive and sustainable ordinary dividend per share, including interim and final dividends.

27%

Total shareholder return increased, reflecting the increased ordinary dividend and higher share price.

7.8% (3.9)pp

Lower return on tangible equity given lower statutory profit.

48.5% (0.8)pp

Cost : income ratio continues to improve.

13.8% (0.1)pp

Common equity tier 1 ratio remains strong.

16.4m +4%

Digitally active customers continued to increase.

74% +1pp

Employee engagement index improved.

Group Chief Executive update

Helping Britain Prosper

Helping Britain prosper and deliver long-term sustainable success

Helping Britain get a home: £13.8 billion in lending to first time buyers

Tackling social disadvantage across Britain: 2,929 charities supported, one of the largest corporate donors in the UK

Championing Britain's diversity: 36.8% of senior roles held by women

Building capability and digital skills: 738,504 of individuals, SMEs and charities trained in digital skills

Our strategic priorities

The Group's ambitious three-year strategic plan was launched in February 2018, and we are on track to achieve our targeted strategic outcomes.

Customer experience

Leading customer experience

We are committed to maintaining the UK's number one branch network, and customer-facing colleagues in branch now spend around 50 per cent of their time addressing customers' complex needs.
Digitising the Group

Digitising the Group

Investment in technology remains a key strategic priority for the Group and enables us to improve the experience of our customers and colleagues; technology spend now represents 18 per cent of operating costs.
Maximising capabilities

Maximising the Group's capabilities

Our Single Customer View capability allows our customers to see all their financial needs in one place, from bank accounts to pension and insurance products. At the end of 2019, more than 5 million customers has access to this functionality.
Ways of working

Transforming ways of working

We are making our biggest ever investment in people, with a focus on ensuring that we are able to continue to attract, develop and retain the talent and capabilities we will need in the future.