As Northern Gas Networks (NGN) enters the final year of its current business cycle and prepares for RIIO-GD3, it is essential to continuously monitor stakeholder perceptions and priorities, particularly in response to the evolving operating environment. These insights will guide strategic planning and the effective implementation of the RIIO-GD3 plan.
Throughout RIIO-GD2, we have continuously tracked customer priorities and perceptions. To better understand the impact of external events and market changes on stakeholder sentiment, NGN has partnered with Create Clarity Consulting to conduct ongoing research. This wave of fieldwork was conducted in January 2025. Previous results, where available, are included for context.
This primary quantitative market research aims to:
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60%
of domestic customers support a balanced approach between maintaining current resilience and future-proofing. Businesses are more open to proactive/anticipatory investment for long-term resilience.
Cost of Living Impact
The cost-of-living crisis significantly impacts customers, with many struggling to pay bills (half of all domestic customers) and self-rationing energy (60%). Affordability remains a top priority, with reliability and safety also core expectations.
Priorities
Customers prioritise affordable energy, safety, and reliability. Customers believe their priorities will shift over the next five years due to economic pressures and environmental concerns.
Energy Transition Challenges:
Customers recognise the need for energy transition but have limited knowledge of low-carbon options and mixed perceptions of technologies like heat pumps. Clear and accessible communication, is essential. There’s also a tension between affordability and Net Zero goals.
Awareness and Trust:
Awareness of NGN is growing, particularly among businesses. Customers seek trust, transparency, and fairness in decision-making. Trust is driven by on-site visibility as well as a perception of caring.