Upload
claud-paul
View
221
Download
2
Tags:
Embed Size (px)
Citation preview
1
Enterprise MentoringSummary of Evidence on the Provision and use of Mentoring by Small and Medium sized Enterprises
20 September 2012
2
Mentoring Research
• BIS has developed its understanding of business mentoring through extensive market engagement and external research
• BIS has also commissioned primary research to address evidence gaps– Use and benefits of mentoring
• IFF (2010) Small Business Survey 2010• IFF (2010-12) BIS SME Business Barometer
– Supply of mentoring• GHK (2012) Estimating the Provision of Business Mentoring
• The evidence collected has informed the policy action plan which BIS has also published
3
Many small businesses do not make sufficient use of external advice and information• New and existing SMEs help drive economic growth by raising competition,
stimulating innovation and have been shown to make a disproportionately large contribution to job creation
• Using external information, advice and guidance can have a major impact on improving business skills and, through this, business outcomes
• In 2010, 49% of SME employers have sought external advice or information on matters affecting their business
• It is estimated that as many as 3 in 10 businesses may have unmet demand for external business advice– In many cases lack of use will stem from market failures such as a lack of
information on the potential benefits
• Mentoring is particularly suitable for engaging with entrepreneurs as it meets a common preference for learning to be informal, from experienced peers, and it can be tailored to the needs of their business
1) Challenge
Source: NIESR (2006) ‘Business start-ups, Closures and Economic churn- a review of literature’; Anyadike-Danes et al (2011) ‘Job creation and destruction in the UK: 1998-2010’; SQW Consulting (2009) A review of mentoring literature and best practice’; BIS calculations based on Small Business Survey 2010and ‘Research to Understand the barriers to take up and use of business support’ CEEDR and BMG (2011)
4
Factors that make mentoring appealing to entrepreneurs also help make it difficult to measure
• Business mentoring is hard to measure:– Often informal, with mentors
experienced peers rather than specialists
– Can be tailored to the needs of individuals and evolve over time
– Definition of mentoring is fluid, those involved may not realise they are involved in mentoring
– Mentoring can form part of a wider professional service (eg accountants)
Informality and flexibility are both factors that
make mentoring particularly suitable for
entrepreneurs…
…but the wide variation in what constitutes
mentoring and what it may offer help make it
difficult to assess potential benefits and
costs
1) Challenge
5
In 2010, more than 300,000 SMEs had used a mentor in the previous year
• larger SMEs are more likely to have used a mentor
• But as most SMEs are non-employers, only 2 in 5 (130,000) of those using mentoring are employers
• Younger business more than twice as likely to be using a mentor– (15% of those trading for
less than 3 years had used a mentor compared to 6% of older firms)
2) SMEs and Mentoring
Source: BIS analysis of the Small Business Survey 2010 and Business Population Estimates
Number of SMEs using business mentor in last 12 months by size
Medium (50-249), 5000, 2%Small (10-49), 25000, 8%
Micro (1-9), 100000, 32%
No employees, 185000, 58%
Proportion of SMEs that report having used a business mentor in the last 12 months by size
6%
10%
15%15%
7%
11%
All SMEs SME Employers No employees Micro (1-9) Small (10-49) Medium (50-249)
6
…with large numbers benefiting from mentoring
60,000 SME employers improve their enhance their
leadership and management skills
• Of SME employers using a mentor more than 9 in 10 have benefited
• In the last year use of business mentoring has helped:
Source: BIS analysis of the SBS 2010, Business Population Estimates and BIS Barometer surveys (August 2011, November 2011 and February 2012)
100,000 SME employers improve
their ability to develop business
plans and strategy
70,000 SME employers to
increase sales or profits
40,000 SME employers to obtain
finance
2) SMEs and Mentoring
7
Growing enterprises are more likely to use a mentor, as are those in service sectors
• SMEs that used a mentor are more likely to be growing– They are also more likely to
have provided training to their staff and management
• SMEs in service sectors are more likely to use a mentor than those in other sectors– Further analysis is required to
identify whether these differences are due to sectors or a result of other characteristics by sector
Source: BIS analysis of the Small Business Survey 2010
Percentage of SMEs in each sector that have used a mentor
0%
2%
4%
6%
8%
10%
12%
14%
Primary Production Construction Transport, retailand distribution
BusinessServices
Other Services
Growth outcomes and expectations by whether have used mentor (SME employers)
49%
68%
14%
11%24%
16%
13%5%
0%
25%
50%
75%
100%
Yes No
Sustained Growth:Grew last year, expectto next
New Growth: Didn’tgrow last year, butexpect to next
Contained Growth:Grew last year, don’texpect to next
No Growth: Didn’tgrow last year, don’texpect to next
Whether used a mentor in last year
2) SMEs and Mentoring
8
Of employers using a mentor, less than 40% said they were using a specialist business mentor
• Almost 4 in 10 were using someone who was a specialist mentor
• For 3 in 10 their mentor was providing other professional services
• 2 in 10 were mentored by a friend or peer
• 1 in 10 by other individuals, such as those with a commercial interest in their business (eg Business Angel)
Source: BIS analysis of the Barometer surveys (August 2011, November 2011 and February 2012)
Type of Business Mentor used by SME Employers
A specialist business mentor
36%
Somebody with commercial interest in business (eg
investor)5%
Other/Don't Know9%
A friend or peer22%
Someone providing other services (eg accountant or
lawyer)28%
2) SMEs and Mentoring
9
Latest data indicates that 6% of SME employers are or have considered taking on a mentor
• BIS estimates that 11% of SME employers (130,000) had used a business mentor
• A further 6% (70,000) had considered doing so– For over half of
these, the reasons for non-use could be linked to difficulties finding a suitable mentor
Source: BIS analysis of the Barometer surveys (August 2011, November 2011 and February 2012)
Both responses may indicate difficulties finding a suitable mentor
2) SMEs and Mentoring
Reasons why non-mentored SME employers are yet to take up mentoring
After consideration, mentoring not suitable for
business11%
Identified somebody, but decided not to use
them36%
Were unable to identify a suitable business
mentor28%
Have only started looking into this recently/Still in
process of deciding19%
Other/Don't know6%
10
Most SMEs are not involved in mentoring, whether this be as a mentor or mentee
9%Are
mentoring others
5%Are
thinking of becoming a
mentor
Source: BIS analysis of the Barometer surveys (August 2011, November 2011 and February 2012)
Many SME employers are also mentoring others
…and a further
There is overlap between these groups. When brought together we find that…
Just 20%of SME
employers are being
mentored or mentoring
others
8%Thinking
of mentoring or being
mentored
Amongst SME employers…
13%Have been
mentored in last year
6%Have at
least considered
being mentored
…and a further
2) SMEs and Mentoring
72%Have not been
involved in mentoring during the last year and
have not considered doing
so
11
Those who are mentoring others are also deriving benefits
Source: BIS analysis of the Barometer surveys (August 2011, November 2011 and February 2012)
2) SMEs and Mentoring
• Our survey data indicates that of SME employers who are mentoring others:
55% believe being a mentor had helped develop their own
leadership and management abilities
35% believe that being a mentor had led to
increased profits in their own business from being
able to reflect on their own strategy
12
Estimated that as many as 400 organisations are providing business mentoring in England
3) Mentoring Organisations
Source: GHK (2012) ‘Estimating the Provision of Business Mentoring’
• GHK commissioned to ‘baseline’ current provision of business mentoring in England
– Focused on identifying formal market – organisations or individuals that were advertising provision of enterprise mentoring
• The research excludes those helping friends or associates through informal mentoring or mentoring individuals on their own professional development
– Survey of organisations was conducted in January/February 2012 – Surveyed 183 mentoring organisations, which represented around 11,500 mentors
• Research confirms earlier assessment that the market for mentoring is very varied
• Very difficult to assess scale of market, but GHK estimated that in January/February 2012 there were:
– Around 400 organisations that provide some form of mentoring• Many of these were small with few mentors and some served particular clients
(eg Students at a University)– Up to 21,000 mentors operating through these organisations Many are therefore not
likely to be appropriate for the Mentorsme portal
13
Most organisations are small, but most mentors operate through a large organisation…
• Almost 60% of indentified organisations had fewer than 10 mentors
– Around a quarter had only one mentor
• Over 90% of mentors are provided by organisation with at least 50 registered mentors
– Half operate with organisations with more than 250 mentors
Size distribution of organisations and the mentors by the size of organisation they work within
0%
25%
50%
75%
100%
% of organisations by their size % of mentors within each size of organisation
250 +
50 to 249
11 to 49
2 to 10
1
Source: BIS analysis of GHK (2012) ‘Estimating the Provision of Business Mentoring’
3) Mentoring Organisations
14
…mentors tend to operate through more than one organisation…• 60% of organisations contain mentors that also work
through other organisations
Source: GHK (2012) ‘Estimating the Provision of Business Mentoring’
3) Mentoring Organisations
Share of mentors who offer their services elsewhere by the number of mentors
Number of mentors
Share of mentors who also offer services elsewhere
0 to 10 57% 6% 7% 4% 27% 0%
11 to 49 15% 44% 19% 7% 15% 0%
50 to 249 16% 44% 14% 12% 14% 0%
250 + 29% 29% 29% 0% 0% 14%
All organisations 40% 21% 11% 6% 21% 1%
The smallest organisation are most likely to have mentors that do not also operate with other organisations
15
…for most organisations mentoring was not their main activity
• Mentoring is only the primary activity for a quarter of organisations– Only a handful of organisations only provide mentoring– For almost half (48%) mentoring accounts for less than a quarter
of their activity– There was little difference across size of the organisations – with
almost half of mentors in organisations where mentoring represents less than a quarter of activity
• Activities provided alongside mentoring were mainly other forms of business support– 82% general business advice– 54% coaching– 48% other forms of training (eg workshops)
3) Mentoring Organisations
Source: GHK (2012) ‘Estimating the Provision of Business Mentoring’
16
Most provided at least some face-to-face mentoring and a majority charged at least some mentees for their services• Most mentoring organisations will look to cover both short term support on a
particular issue (91%) and longer term developmental support (86%)– Three in five also provided support in an enabling or networking capacity– Two fifths offered support to particular disadvantaged enterprise groups
• Almost all organisations provided at least some face-to-face mentoring (98%), with three-quarters also providing a web-based offer.
• Half of organisations charged for the mentoring provided (50%) with a further one in five (17%) charging ‘for some’ mentoring. One third of mentoring organisations provided all mentoring at no cost to mentees.
• Most organisations generated referrals through word of mouth recommendations (80%) referrals from other organisations (76%). – Many also used their own promotional activity, own website or web directories – Over one third of organisations were not listed on any web directories (39%)
3) Mentoring Organisations
Source: BIS analysis of GHK (2012) ‘Estimating the Provision of Business Mentoring’
17
Source: GHK (2012) ‘Estimating the Provision of Business Mentoring’
Most organisations have seen an increase in demand and were looking to increase their capacity
• Most organisations have seen demand increase…– In the previous 6 months (ie since Mentorsme was launched) 80% had experienced increase
in demand: 41% significantly, 39% slightly
• …but there were mixed views on where this left the current balance of supply and demand
– Organisations disagreed on current supply and demand for mentoring: in balance/greater supply/greater demand
• Almost all felt there was scope for further growth– 90% of organisations believe potential exists to increase business mentoring levels; 53%
significantly
• The majority were planning to increase their own capacity– Capacity: 57% of organisations plan to increase capacity over next 6 months– Only 20% had previously faced difficulties recruiting mentors
• Current referrals come from a wide range of sources, but mentorsme was then still in its infancy
– Referrals: 80% word of mouth; 76% other organisations; 64% own web-site; 58% own marketing; 45% web directories
3) Mentoring Organisations
18
Organisations most likely to say that information failures are barriers to growth of mentoring
Source: GHK (2012) ‘Estimating the Provision of Business Mentoring’
3) Mentoring Organisations
BIS is exploring the nature of these gaps with a group of mentoring organisations
• Although no gaps were apparent in the evidence on preceding slides, the majority of organisations see gaps in provision as a constraint
90%
67% 66%
7%
69%
62%56%
6%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
A lack of understanding
about the business
benefits of mentoring
A lack of information on
standards
Difficulty in finding the
right organisation as
a company seeking
mentoring
Other Gaps in provision of mentoring
services
A lack of understanding
about the individual
benefits of being a mentor
Difficulty in finding the
right organisation as
a mentor
Quality of Mentors i.e.
Not qualified / Not
experienced / competent
enough
Demand Barriers Supply Barriers
19
A quarter of mentoring organisations require mentors to hold qualification or accreditation
Percentage of organisations that require mentors to have qualifications or accreditation
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
All
orga
nisa
tions
1
2 to
10
11 to
49
50 to
249
250
+
Not
regi
ster
ed
Reg
iste
red
Up
to 5
0%
Mor
e th
an50
%
Number of mentors Mentorsme Mentoring as % ofbusiness
% w
ithin
cat
egor
y
Organisations focused on
mentoring more likely to require qualifications or
accreditation
Likely that most organisations
value business experience over specific training
as a mentor
Source: BIS analysis of GHK (2012) ‘Estimating the Provision of Business Mentoring’
3) Mentoring Organisations
20
Most organisations do not focus on specific ‘life stages’ of firms
Source: GHK (2012) ‘Estimating the Provision of Business Mentoring’
Mentoring providers were found to be more likely to target
– Early stage businesses– Those looking to grow– Micro businesses, but the percentage
targeting larger SMEs was greater than their share of the business population
3) Mentoring Organisations
36%
55%
44%
16%
30%
3%1%
0%
10%
20%
30%
40%
50%
60%
Pre-starts Start Ups (less than 3
years)
Established Exiting All of the above
Other High Growth
54%
66%
44%
25%
4%
20%
1%0%
10%
20%
30%
40%
50%
60%
70%
0 employees (someone
working for themselves)
1-9 employees
10-49 employees
50-249 employees
Large employers
All of the above
Other
Organisations by size target
Organisations by stage target
51%
31%
25%26%
43%
2%
0%
10%
20%
30%
40%
50%
60%
Grow Survive/Crisis management
Restructuring Access Finance All of the above None of the above
Organisations by strategy target
21
Most organisations do not focus on specific types of firms or entrepreneurs
3) Mentoring Organisations
Source: GHK (2012) ‘Estimating the Provision of Business Mentoring’
• Two fifths of organisations offered support to particular disadvantaged enterprise groups…
• …but just 16% of organisation explicitly target specific types of entrepreneurs– A further 5% sometimes do so
• When targeting support, female owners, social enterprise and owners from BME groups were a key focus– Many other groups were also
targeted including areas of deprivation, ex-offenders, age specific (eg 50+) and people with learning difficulties
Whether organisation targets particluar types of entreprenuer
No, 79% Sometimes, 5% Yes, 16%
93%
77%
57%
43%
40%
40%
33%
33%
20%
17%
10%
7%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Female owners
Social enterprise
Owners from BME (Black and Minority Ethnic Groups) communities
Within an area of deprivation
Owners with a learning difficulty and/or disability
Those out of work (e.g. if the organisation works with pre-starts and start-ups)
Ex-offenders
Age specific e.g. young people
Age specific e.g. over 55's
Other
Charity
Lone Parents
22
There are many women mentors and mentors from minority ethnic groups • Most large organisations (those with at least 10 mentors) have mentors who
are from BME groups– Organisation without any mentors from BME groups tend to be the smallest
• Three quarters of mentoring organisations have at least one female mentor.– Almost all of those without female mentors are small organisations– In over a third of organisations, between a quarter and a half of mentors are
women• Of the volunteers trained through Get Mentoring, 11% are from ethnic
minority groups and 41% are femaleShare of mentors in organisation who are BME by size of organisation
0%
10%
20%
30%
40%
50%
60%
0% 1-25% 26-50% 51-75% 76-100%
% of mentors who are BME
% o
f al
l org
anis
atio
ns
1
2 to 10
11 to 49
50 to 249
250 +
Share of mentors in organisation who are women by size of organisation
0%
10%
20%
30%
40%
50%
60%
0% 1-25% 26-50% 51-75% 76-100%
% of mentors who are women
% o
f al
l org
anis
atio
ns
1
2 to 10
11 to 49
50 to 249
250 +
3) Mentoring Organisations
Source: BIS analysis of GHK (2012) ‘Estimating the Provision of Business Mentoring’
23
Take-up amongst SMEs led by women and BME groups are higher than for all SME employers…
3) Mentoring Organisations
• Women-led SME employers are more likely to have used a business mentor in the last year– 15% of women-led SME employers had used a
business mentor, compared to 11% for all SME employers
• Black and Minority Ethnic Group (BME) led SME employers are more likely to have used a business mentor in the last year– 14% of BME-led SME employers had used a
business mentor, compared to 11% for all SME employers
Source: BIS analysis of GHK (2012) ‘Estimating the Provision of Business Mentoring’
24
Use of mentoring appears to vary by region – but no evidence there’s a lack of supply
4) Region
The percentage of businesses in each region that used a mentor
0%
2%
4%
6%
8%
10%
12%• SMEs in some regions are more likely to use a mentor than those in others
– Use in North East particularly low. Potentially an erroneous result due to small sample, but other surveys have shown that general use of business support is below average in this region
• More than two thirds of mentoring organisations operate at regional or local level
• Expected that there is a mentoring organisation based in each LEP
• However most mentors (64%) work for national organisations
Spatial coverage of organisations, percentage of organisations and by number of mentors
Local area, 21%Local area, 13%
Regional, 48%
Regional, 23%
National, 31%
National, 64%
0%
25%
50%
75%
100%
% Organisations % Mentors
Source: BIS analysis of SBS 2010 and GHK (2012) ‘Estimating the Provision of Business Mentoring’’
25
BIS is supporting activity that promotes the use of business mentoring
5) Policy Response
ConnectingBoosting Supply Raising Demand
16,000mentors already available
Over 2,000searches for a mentor each week
Access to 100mentoring organisations
200 new visitors every day
Target of 40,000mentors nationally
Over
5,500already trained
More than
10,500people have already registered
Creating up to 10,000new mentors
Almost 1 in 5employers currently aware of site
Training
15,000mentors
High Growth Coaching Programme
Over 40%female entrepreneur
11% from ethnic minority groups
22,000
11,000
14,000
111
Mentors already accessible
26
Organisations registered with Mentorsme are optimistic about potential benefits to them
• Organisations registered on Mentorsme were surveyed in January and February 2012, six months after launch. Results were encouraging:– Most organisations viewed their engagement with the Mentorsme portal
as positive (44%), with only 14 per cent having a negative experience– Almost two-thirds of organisations would recommend the mentorsme
portal to other businesses• Registered organisations identify the added value of the site as a credible and
impartial ‘one stop shop’
– Mentorsme was yet to generate a significant volume of traffic• Awareness of the website was still growing and half of those surveyed joined
after the launch, despite this 38% were already receiving referrals – This may be an underestimate the impact of Mentorsme as it does not
make direct referrals
– Since the survey was conducted use and awareness of the portal has increased.
Source: GHK (2012) ‘Estimating the Provision of Business Mentoring’
5) Policy Response
27
Mentorsme now provides access to 111 mentoring organisations and up to 22,000 mentors
• The number of organisations available on mentorsme has almost trebled since launch…
• …and the number of mentors available has more than doubled
40July 2011
Organisations available on Mentorsme
111September
2012
Mentors available through Mentorsme
10,000
July 2011
22,000 September
2012
Source: BBA and SFEDI
5) Policy Response
28
Awareness and use of the Mentorsme portal are increasing
• Latest data indicates that almost a quarter of SME employers are now aware of Mentorsme
• Since launching in July 2011, Mentorsme has had over 90,000 unique visitors…
• …with more than 100,000 searches completed since October 2011
Percentage of SME Employers that are aware of Mentorsme(Source: BIS SME Barometer)
0%
5%
10%
15%
20%
25%
Aug 11 Nov 11 Feb 12 Jun 12
Source: BIS SME Barometer and analysis of BBA monitoring data for mentorsme
5) Policy Response
Visitors to mentorsme.co.uk(next update: 25.09.2012)
0
20,000
40,000
60,000
80,000
100,000
120,000
02-A
ug-1
1
16-A
ug-1
1
30-A
ug-1
1
13-S
ep-1
1
27-S
ep-1
1
11-O
ct-1
1
25-O
ct-1
1
08-N
ov-1
1
22-N
ov-1
1
06-D
ec-1
1
20-D
ec-1
1
03-J
an-1
2
17-J
an-1
2
31-J
an-1
2
14-F
eb-1
2
28-F
eb-1
2
13-M
ar-1
2
27-M
ar-1
2
10-A
pr-1
2
24-A
pr-1
2
08-M
ay-1
2
22-M
ay-1
2
05-J
un-1
2
19-J
un-1
2
03-J
ul-1
2
17-J
ul-1
2
31-J
ul-1
2
14-A
ug-1
2
28-A
ug-1
2
11-S
ep-1
2
Total searches (since 5thOctober 2011)
Number of unique visitors to sitesince launch
29
The Get Mentoring campaign and Bank Volunteers are increasing the availability of mentors…
• The Get Mentoring Campaign was launched in November 2011 with the objective of recruiting and training 15,000 new volunteer business mentors. By 12 September 2012:– 14,390 volunteers had registered and of these
9,766 had completed their training
• Over 1000 employees at British Banks are now trained business mentors and available to support new and existing small businesses
5) Policy Response
Source: BBA and SFEDI
30
…with the Get Mentoring campaign increasing the number of mentors in all LEPs
0
100
200
300
400
500
600
700
800
Bla
ck C
ount
ry
Buc
king
ham
shire
Tha
mes
Val
ley
Che
shire
and
War
ringt
on
Coa
st t
o C
apita
l
Cor
nw
all a
nd I
sles
of
Sci
lly
Cov
entr
y an
d W
arw
icks
hire
Cum
bria
Der
by,
Der
bysh
ire,
Not
tingh
am a
nd N
ottin
gham
shire
Dor
set
Ent
erpr
ise
M3
Glo
uces
ters
hire
Gre
ater
Birm
ingh
am a
nd S
olih
ull
Gre
ater
Cam
brid
ge G
rea
ter
Pet
erbo
roug
h
Gre
ater
Lin
coln
shire
Gre
ater
Man
ches
ter
Hea
rt o
f th
e S
out
h W
est
Her
tfor
dshi
re
Hum
ber
Lanc
ashi
re
Leed
s C
ity R
egio
n
Leic
este
r an
d Le
ices
ters
hire
Live
rpoo
l City
Reg
ion
Lond
on
New
Ang
lia
Nor
th E
aste
rn
Nor
tham
pton
shire
Oxf
ords
hire
She
ffie
ld C
ity R
egio
n
Sol
ent
Sou
th E
ast
Sou
th E
ast
Mid
land
s
Sto
ke-o
n-T
rent
and
Sta
ffor
dshi
re
Sw
indo
n an
d W
iltsh
ire
Tee
s V
alle
y
Tha
mes
Val
ley
Ber
kshi
re
The
Mar
ches
Wes
t of
Eng
lan
d
Wor
cest
ersh
ire
Yor
k, N
orth
Yor
kshi
re a
nd
Eas
t R
idin
g
Nu
mb
er o
f m
en
tors
tra
ined
in
LE
P
0
20
40
60
80
100
120
140
160
180
Tra
ined
men
tors
per
10,
000
reg
iste
red
en
terp
rise
s in
LE
P
Number of trained mentors (LHS)
Trained mentors per 10,000 registered enterprises (RHS)
Across England 36 trained mentors per 10,000 registered SMEs
Highest number of mentors have
been trained in London and the
North East.
However, as a proportion of the
registered business
population high numbers have been trained in the North East
and Tees Valley
This may address the apparent low
level use of mentoring in the
North East
5) Policy Response
Source: SFEDI and BIS analysis
31
BIS will continue to collect evidence on the use of mentoring and the impact of programmes it supports
• Small Business Survey 2012– The survey is underway and will provide the next
full assessment of use of business mentoring by enterprises of all sizes
• Mentorsme– Monitoring the use of the portal is on-going– The BBA and BIS are working with mentoring
organisations to consider further improvements to the site
• Get Mentoring– SFEDI are conducting research and evaluation to
understand outcomes
6) Next Steps
32
© Crown copyright 2012
You may re-use this information (not including logos) free of charge in any format or medium, under the terms of the Open Government Licence. Visit www.nationalarchives.gov.uk/doc/open-government-licence, write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: [email protected].
This publication is also available on our website at www.bis.gov.uk
Any enquiries regarding this publication should be sent to:
Department for Business, Innovation and Skills1 Victoria StreetLondon SW1H 0ETTel: 020 7215 5000
If you require this publication in an alternative format, email [email protected], or call 020 7215 5000.URN 12/1163