July 2017


Domestic customers and stakeholders




We set out to engage a broader range of stakeholders and customers, beyond our official stakeholder panel and set the scene for the year, by sharing our plans and asking for feedback on our priorities. The event included a chance for us to showcase examples of innovation and future energy, from our hydrogen car to our Digital Operations Room and gather feedback on essential elements of our service delivery highlighted by our stakeholders in our priorities research.

Your comments & our responses


of delegates said they wanted to get more involved in our customer experience activity


of delegates said they wanted to get more involved in our work to understand the role of gas as part of a low carbon future

With %

of the vote, delegates said that when it came to customer experience, providing a speedy, professional response to a gas emergency is the most important element of our service provision.

You told us that your number one priority for helping to ensure a low carbon energy future was a whole systems approach to energy (breaking down the traditional silos between gas, electricity and transport) was the most important aspect of our future energy strategy.

We refined our Customer Energy Solutions strategy, restructured our five priorities into four, with a focus on creating lasting energy solutions to help shape a low carbon future, and launched InTEGReL, a whole systems demonstration facility in Gateshead.

You told us that your top priorities for a truly great customer experience were providing real-time information about our works and speedy response to gas emergencies.

We continued to maintain our quick response times for gas emergencies to keep our customers safe.  During freezing weather we deployed NGN reservists and specially trained contractors to assist the emergency response effort – allowing us to maintain response times even during the busiest periods.  Behind the scenes, we’ve continued to invest in solutions to improve real-time data, and share real-time information about all of our works via our website.

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