This session provided an opportunity to reflect on delivery across GD2 (2021–2026), share stakeholder feedback gathered over the past year, and explore priorities to shape the transition into GD3. The workshop brought together NGN teams and delivery partners for a combination of presentations, discussions, polling and breakout sessions focused on collaboration, performance and future planning.
The main objective for this session, was to review GD2 performance, particularly in the final delivery year, and to provide transparency on the delivery of VCMA and shareholder-funded initiatives. It also aimed to capture stakeholder feedback gathered over the previous year, identify emerging risks and gaps in provision, and explore opportunities to strengthen collaborative working. A further objective was to demonstrate that stakeholder insight directly informs NGN’s plans and delivery approach for GD3, supporting a transition that reflects both evidence and lived experience.
80%
felt that if NGN had performed better than expected in GD2.
Early Intervention
You said more focus is needed on prevention, early intervention and financial resilience rather than responding when customers reach crisis point.
We have strengthened partnerships and support services to help identify vulnerable households earlier, improve access to income maximisation and budgeting support, and provide targeted assistance before issues escalate.
Support for all
You said that support is not always reaching underrepresented and harder-to-reach groups, including digitally excluded customers and those with additional accessibility needs.
We have improved the accessibility of our services and communications, worked with trusted community partners, and developed more tailored support and engagement approaches for customers who may otherwise struggle to access help.
Customer Needs
You said that customers need clearer information and joined-up support on energy efficiency, low-carbon technologies and wider affordability schemes.
We have increased advice, signposting and partnership working to help customers access support with energy efficiency, heating technologies, carbon monoxide safety, and affordability schemes across utility sectors.