Annual review 2021
Annual review 2021

We connect
for customers colleagues country tomorrow customers colleagues country tomorrow good

Annual Review 2021

We connect
for good

Philip’s
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In a year when so much has been reappraised across business and society, BT’s purpose has shone through as a clear guiding principle: we connect for good. Globally, our colleagues have gone the extra mile for our customers this year, keeping them, their families, friends and businesses connected.

We launched a range of customer initiatives to help people during the pandemic, including our digital skills and inclusion campaigns, Top Tips on Tech and our Lockdown Learning support package; our free unlimited data offer for EE customers working in the NHS; the launch of our Small Business Support Scheme; and we provided high-speed fibre and wi-fi connectivity to over 200 vaccination centres, connecting mass testing centres and 17 temporary NHS hospitals in England, Scotland and Wales.

Our record high customer service ratings reflect the outstanding efforts of all our colleagues. We’ve still got progress to make but these are good signs, demonstrating the value our customers place on the critical connectivity – as well as the improvements in experience and service – we’ve provided them this year. Customer ratings are positive across virtually all parameters and BT’s customer satisfaction is the highest it’s ever been.

Philip Jansen Chief Executive

Financial highlights

Revenue £21.3bn (7)%
Profit before tax £1.8bn (23)%
Adjusted(a) EBITDA £7.4bn (6)%
Cash flow from operating activities £5.3bn (16)%
Normalised free cash flow(b) £1.5bn (27)%
Basic earnings per share 14.8p (15)%
Capital expenditure £4.2bn (6)%

(a) Adjusted (being before specific items, share of post tax profits/losses of associates and joint ventures and net non-interest related finance expense), as explained on page 198 of the Annual Report.

(b) Normalised free cash flow as defined on page 199 of the Annual Report.

Good for

Bringing ultrafast fibre to vaccine centres

Accelerating the vaccine rollout.

Drawing the line on online hate

Using our scale and influence for good.

Celebrating colleague board’s first birthday

Inspiring change across our business.

Crushing the gender skill gap with Code First Girls

Empowering the next generation of women to take on tech.

Broadband and mobile combine to create an unbreakable home connection

The next step in our convergence story.

EE tops the table for 5G in the UK

Keeping our customers connected to the things that matter to them most.

Young scientists make exhibition of themselves

Cultivating the scientists and engineers of the future.

Opening the door to the future

400 new recruits for the 2021 apprenticeship scheme.

BT’s quantum capabilities take security to the next level

Smarter technologies to keep us safe.

BT adds £24 billion to the UK’s economy

Supporting more than 300,000 jobs.

Beating loneliness with BT+1

Bringing us closer.

New work spaces set to bolster local economies

Supporting local jobs and economy.

Giving small businesses a much-needed boost

Bolstering businesses and positioning them for growth.

Road to net zero

Reinventing the way we run our business.

Stepping in to support global businesses with home working

Our teams rose to the challenge, helping our multinational customers across the globe.

Taking 5G to school

A new immersive way of learning.

EE to boost rural connectivity

Helping the UK build back better.

Giving 10 million people digital skills

Helping the nation gain digital confidence.

Gifting tablets and mobile data to the NHS

Supporting our national heroes.

Creating a new world of healthcare through smart digital tech

Transforming patient care.

Bringing ultrafast fibre to vaccine centres

Accelerating the vaccine rollout.

Taking 5G to school

A new immersive way of learning.

Beating loneliness with BT+1

Bringing us closer.

EE tops the table for 5G in the UK

Keeping our customers connected to the things that matter to them most.

Good for the country

Bringing ultrafast fibre to vaccine centres

Good for our colleagues

Drawing the line
on online hate

Good for our colleagues

Celebrating colleague board’s first birthday

Good for tomorrow

Crushing the gender skill gap with Code First Girls

Good for our customers

Broadband and mobile combine to create an unbreakable home connection

Good for our customers

EE tops the table for 5G in the UK

Good for tomorrow

Young scientists make exhibition of themselves

Good for our colleagues

Opening the door
to the future

Good for our customers

BT’s quantum capabilities take security to the next level

Good for the country

BT adds £24 billion to the UK’s economy

Good for the country

Beating loneliness with BT+1

Good for our colleagues

New work spaces
set to bolster local economies

Good for our customers

Giving small businesses a much-needed boost

Good for tomorrow

Road to net zero

Good for the country

Stepping in to support global businesses with home working

Good for tomorrow

Taking 5G
to school

Good for our customers

EE to boost rural connectivity

Good for the country

Giving 10 million people digital skills

Good for the country

Gifting tablets and mobile data to the NHS

Good for our customers

Creating a new world of healthcare through smart digital tech

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