As Northern Gas Networks (NGN) ends its current business cycle (RIIO-GD2) and prepares for RIIO-GD3, it is important to closely monitor stakeholder perceptions and priorities, as well as how they are influenced by the changing operating environment. Insights will inform strategic planning and the implementation of the RIIO-GD3 plan.
NGN has been tracking customer priorities and perceptions throughout RIIO-GD2. The fifth wave was conducted by Create Clarity in January 2025, with significant revisions made to the questionnaire. This sixth wave reports on fieldwork from January and February 2026.
This primary quantitative market research aims to:
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59%
of customers are aware of NGN and what we do. This figure has dropped significantly across domestic and business customers and is now closer to 2022 levels. The decline is consistent among customer groups. This may be partly influenced by reduced engagement around hydrogen over the past 12 months. For those who have heard of NGN, level of knowledge remains at similar levels as in 2025.
Cost of Living Impact
The cost-of-living crisis significantly impacts customers, with many struggling to pay bills (nearly half of all domestic customers) and self-rationing energy (58%). Affordability remains a top priority, with reliability and safety also core expectations.
Priorities
Customers prioritise affordable energy, safety, and reliability. 42% think their priorities for NGN will change in the next five years due to rising energy costs, changes in personal circumstances, government policy and technological change.
Energy Transition Challenges:
‘Net zero’ is unfamiliar territory for most: something they have heard of but don’t know that much about. Many customers are aware that heating systems will change but lack detailed knowledge, especially domestic, PSR‑eligible and financially vulnerable.