Northern Gas Networks’ Citizen Panel is a long-standing engagement mechanism for the business, which allows our thinking to be challenged and tested by a broadly representative group of consumers. In 2025, we have refreshed our approach and membership. Three waves of engagement will be held each year, comprising:
- Full-day workshop with a refreshed Workshop Panel.
- Depth interviews with a newly convened Inclusive Panel. The initial focus will be customer engagement on the GD3 Business Plan delivery from 2026, then moving into developing new areas and service improvements.
Ofgem’s Draft Determination
You said that we should prioritise preparing to deliver on areas such as gas emergency response and the pipe replacement programme, but that we should also be looking at protecting vulnerable customers.
Protecting our customers and the planet is at the heart of our plan for a sustainable transition to net zero. We will work with trusted partners to offer support for those who need help to stay safe, warm and in control of their heating options and finances, whilst continuing to invest in our network to keep it safe and reliable, with less chance of leaks and fast response times when these do happen.
7- and 28- day gas escapes
You said that a regulated target for gas escape repairs resonates with those valuing fairness, safety and consistent service quality but, some question whether a uniform target and reward is appropriate. The idea of all networks having a stretching target is embraced for improving service and being fair for consumers in a monopoly context.
We will continue to respond to over 97% of gas escapes within 1-2 hours, although we aim for 100%. We used our track record to propose a new UK-wide performance target of completing 89% of repairs in 7 days and 98% of repairs in 28 days, and we will await Ofgem’s response to support GDNs in ensuring fairness, safety and consistent service quality.
People and Planet Targets and Future Engagement
You told us that targets should be set for and reviewed every 3-5 years, optimising tracking and encouraging progress, but that these can be amended, if justification is provided. Scrutiny and transparency are key to accountability. To achieve this, you said that we should have targets reviewed by internal and external bodies, accompanied by regular auditing of sites and suppliers and publicly accessible reports.
We have taken this feedback onboard and have begun to integrate this into our planet strategy. We’ll be redrafting the short-, medium- and long-term targets, and will be looking to test this with our stakeholders, including our ISG, whose role is to provide independent scrutiny. Our 2025 Annual Sustainability Report will publish any changes publicly, maintaining our accountability but will consider further auditing moving forward.