Northern Gas Networks’ Citizen Panel is a long-standing engagement mechanism for the business, which allows its thinking to be challenged and tested by a broadly representative group of consumers.
In 2025, Blue Marble was appointed to refresh the approach and membership, and support NGN with its delivery.
Three waves of engagement are held each year, comprising:
We wanted to use this session to focus on understand how much information customers need about the network charge of the bill and subsequently how best to present and communicate this information on the NGN webpage. It was key to highlight what bill information future research participants need and how best to communicate this.
We also wanted to gain insight into which drivers for the ECH project have the most support from Members, and understand public information needs at the ‘FEED study’ stage, for planned 2026 engagement, whilst developing principles for future consultation and engagement.
Communicating Network Charges
You said that customers need a simple, focused webpage that prioritises the key figures and context behind the distribution standing charge. Additional detail should be optional, delivered via links or expandable sections and there should be minimal jargon, strong visuals, and an accessible, easy-to-navigate design.
We will incorporate this feedback into the design of our new webpage and our future communications.
East Coast Hydrogen Consultation
You said that at the FEED stage of the project, NGN should adopt a light touch approach with information including justification for the project (including associated benefits and how it differs from previous trials) and where possible impacted locations. These communications should be transparent, accessible, targeted and meaningful.
We will now develop a community consultation and engagement plan based on your feedback, to ensure clear communications should the project progress.