January 2022






This is our annual research into customer attitudes and preferences allowing us to understanding how customer views and perceptions on key business areas  have changed over time and particularly, how they’ve been influenced by the extensive societal change experienced in 2021.




of customers are concerned about the amount of money they spend on energy.

Nearly half of domestic customers

(46%) say they have difficulty paying their energy bills.


increase in businesses struggling to pay energy bills.


4 in 5

customers say they are more worried about the energy they use than they were last year.

Keeping bills as low as possible

is seen as the most important priority  to customers followed by providing a reliable supply of gas and a safe service.


of customers support using hydrogen if it has a lower environmental impact.

8/10 customers

with knowledge about hydrogen are positive about it as a future heating source.



say it’s important they have a choice in the main sources of energy that are used in their homes.

6 in 10 customers

with awareness of heat pumps  have a negative perception of them  as a future technology.



customers feel it is important for NGN to encourage a diverse workforce and inclusive workplace

Access to affordable energy

is seen as the most important sustainability commitment for 1 in 3 customers

Financial hardship

continues to be the dimension of vulnerability  we should prioritise, followed by physical and mental well being


of customers would accept a longer waiting time  for a gas connection so customers with additional needs could be prioritised.

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