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Talktalk Telecom Group PLC Annual Report 2019 01 Strategic Report at a Glance Talktalk Is the UK’S Leading Value for Money Connectivity Provider

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Talktalk Telecom Group PLC Annual Report 2019 01 Strategic Report at a Glance Talktalk Is the UK’S Leading Value for Money Connectivity Provider TalkTalk Telecom Group PLC Group Telecom TalkTalk TalkTalk Telecom Group PLC AnnualReport 2019 2019 Annual Report TalkTalk is the UK’s leading value for money connectivity provider. Our purpose is to deliver simple, affordable, reliable and fair connectivity for everyone. Stay up to date at talktalkgroup.com Strategic report Highlights Financial highlights Contents • Total Headline (3) revenue (ex-Carrier and Off-net) up 2.2% to Strategic report £1,544m (FY18: £1,511m(2)); Headline On-net revenue up 3.9% to £1,263m (FY18: £1,216m(2)) Highlights ������������������������������������������������������������������������������������������������������01 At a glance �����������������������������������������������������������������������������������������������������02 (2) • Statutory revenue of £1,632m (FY18: £1,653m ), a 1.3% decline Chairman’s introduction �������������������������������������������������������������������������04 • Headline EBITDA(3) of £237m (FY18: £203m(2)) Chief Executive Officer’s review ����������������������������������������������������������05 (including FibreNation costs) Our business model ����������������������������������������������������������������������������������08 Our strategy �������������������������������������������������������������������������������������������������09 • YoY Headline EBITDA growth of 16.7% driven by a larger 1 Consumer ��������������������������������������������������������������������������������������������10 average base, increased Fibre penetration and a materially lower cost base 2 B2B ���������������������������������������������������������������������������������������������������������12 3 Network and connectivity �������������������������������������������������������������14 • Statutory operating profit of £47m (FY18: £44m loss(2)); 4 Cost reduction ����������������������������������������������������������������������������������16 (2) Statutory loss before taxation of £5m (FY18: £100m loss ), 5 One Salford campus ������������������������������������������������������������������������18 after £42m of non-Headline costs associated with reorganising 6 Fibre for everyone ����������������������������������������������������������������������������20 and simplifying the business Measuring our performance ������������������������������������������������������������������22 • Net debt of £781m (including finance leases of £39m) broadly flat Regulatory environment ��������������������������������������������������������������������������24 year on year (FY18: £776m(2) including finance leases of £31m) Principal risks and uncertainties �����������������������������������������������������������27 • Final dividend of 1.50p (FY18: 1.50p); total 2019 dividend of 2.50p Chief Financial Officer’s statement ����������������������������������������������������32 (2018: 4.00p) People �������������������������������������������������������������������������������������������������������������36 Corporate social responsibility ������������������������������������������������������������39 Operational highlights Corporate governance • Accelerated Fibre uptake with 490k net adds in the year Board of Directors and PLC Committee �������������������������������������������42 (FY18: 348k) and a record 152k in Q4 (Q4 FY18: 98k) Corporate governance �����������������������������������������������������������������������������44 • Ongoing low level of churn at 1.20% (FY18: 1.22%) Audit Committee report �������������������������������������������������������������������������49 Directors’ remuneration report ������������������������������������������������������������52 • Customer base growth of 150k (FY18: 192k), taking the Directors’ report ����������������������������������������������������������������������������������������68 closing base to 4,289k(1). Q4 net adds of 2k (Q4 FY18: 109k) Directors’ responsibility statement ����������������������������������������������������70 representing the ninth consecutive quarter of base growth in a competitive market Financial statements • Group On-net ARPU stabilising at £24.98 (FY18: £25.06(2)), Independent auditor’s report ......................................................................71 with year on year (YoY) Consumer ARPU growth Consolidated income statement ����������������������������������������������������������81 Consolidated statement of comprehensive income ��������������������82 • Good progress on cost reductions, including the move of our Consolidated balance sheet �������������������������������������������������������������������83 HQ to Salford, creating one main campus and a more efficient Consolidated cash flow statement ������������������������������������������������������84 operating model Consolidated statement of changes in equity ���������������������������������85 • Continued momentum in FibreNation rollout, with York build Notes to the consolidated financial statements �����������������������������86 nearing completion and investment partner process well underway Company balance sheet ����������������������������������������������������������������������� 130 Company cash flow statement ����������������������������������������������������������� 131 Looking forward Company statement of changes in equity �������������������������������������� 132 • Remain confident in FY20 EBITDA growth, with Headline EBITDA Notes to the Company financial statements ��������������������������������� 133 (including FibreNation costs) in line with market expectations(4) Other information • Outlook underpinned by accelerated Fibre growth, coupled with Three-year record (unaudited) ................................................................138 modest base growth, benefiting ARPU, lower Fibre wholesale costs Alternative performance measures ......................................................139 due to commercial discounts, ongoing cost to serve reductions as Glossary ...............................................................................................................140 we transition to a self-service model and significant cost savings Financial calendar ............................................................................................ IBC from the move of our HQ to Salford (£25m–£30m annualised, with Advisers ................................................................................................................. IBC £16m–£20m in FY20), offset in part by continued Voice usage decline 05 For more information see the Chief Executive Officer’s review (1) All customer KPIs relate to the On-net base. The closing Off-net base represented less than 1% of the total broadband base (FY19: 29k; FY18: 43k). (2) See note 1 for further details on the restatement of comparative information due to the retrospective application of IFRS 15 and IFRS 9. (3) See note 1 for an explanation of alternative performance measures (APMs) and non-Headline items. See note 9 for a reconciliation of Headline information to Statutory information. (4) FY20 Headline EBITDA consensus: £266m (excluding FibreNation costs) and £263m (including FibreNation costs), based on a range of estimates between £247m and £282m, Source: Internally compiled TalkTalk consensus published on corporate website. TalkTalk Telecom Group PLC Annual Report 2019 01 Strategic report At a glance TalkTalk is the UK’s leading value for money connectivity provider. We believe that simple, affordable, reliable and fair connectivity should be available to everyone. Since entering the market in the early 2000s, we have a proud history as an innovative challenger brand. Today, we provide landline, broadband, TV and mobile services to over four million customers. We operate Britain’s biggest unbundled broadband network, covering 96% of the population, supplying services to consumers through the TalkTalk brand, to businesses through TalkTalk Business, and by wholesaling to resellers. TalkTalk intends to be at the heart of Britain’s Full Fibre future. In November 2018, we launched FibreNation – a new company that will help drive our ambition to roll out Fibre to the Premises (FTTP) to three million homes and businesses. Accolades 4.3 million Wi-Fi Hub Customers 2.3 million Which? Best Buy Fixed Low Price Plans Good Housekeeping – READER RECOMMENDED 1.8 million UK 2018 Reader Recommended FTTC customers Moneywise Home Finances Awards 2018 – Best Value for Money for Home TalkTalk WINNER Entertainment Bundles 54,800 Best Value For Money High speed data connections Household Bundles Voted Most Popular Broadband Provider HQ in the uSwitch Broadband Awards 2019 London (moving to Salford by January 2020) How we are connected Owned equipment in 3,000+ exchanges Watch the explainer video: talktalkgroup.com/talktalkgroup/about-us Last mile supplied by BT Openreach Price-regulated copper and Ethernet Ethernet Fibre to the Cabinet (FTTC) Fibre partially regulated Fibre to the Premise (FTTP) Core optical network Home and business Street cabinet Two separate national networks supporting 9.6Tbps of capacity Last mile 02 TalkTalk Telecom Group PLC Annual Report 2019 What we do Consumer Business (B2B) Our key focus in the retail space is to provide affordable Our business arm, TalkTalk Business (TTB), is one of the and reliable fixed connectivity (broadband, Fibre and largest B2B telecoms providers in the UK. Through the landline) to consumers. TalkTalk was the first, and indirect channel, we work with over 650 partners to remains one of only a few major providers, to guarantee
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