Get involved

This is your chance to tell us how we’re doing, what we could be doing better, and where you want us to focus our efforts over the years to come.

What are you interested in?

If there’s a subject you can talk about until the cows come home, we’d love to hear about it. Find out how we’re tackling the challenges of today and the future across the areas you’ve told us are important to you. And let us know what you think by taking part in our short surveys, in our workshops, at our roadshows and other events.

From workshops to roadshows, we've planned lots of activities to make it easy for you to get involved

We'll see you there!

Thank you for registering your interest in attending the Customers in Vulnerable Situations Hot Topic Workshop on 6th February 2024.

We will send you an email with joining details soon.

If you have any questions please email

We look forward to seeing you there.

For information on how we use your details please read our Personal Data Privacy Notice

Feb.24 6
Customers in Vulnerable Situations Workshop – Meeting demand (capacity and resilience)
10.00am - 12.00pm
Customer Service
Our Communities

Tell us what you think.

We’re always looking for feedback to help improve our service. As a valued stakeholder it’s essential that we understand your priorities and hear what you think of our current performance and services, as well as our future plans. If you have feedback on our plans for 2021 – 2026 that you would like to share, good or bad, we’d love to hear from you.

What we've learned so far


Should we promote low carbon alternatives to a gas connection (like heat pumps) when talking to customers experiencing fuel poverty?

50% Yes
50% No

In addition to Carbon Monoxide awareness, which of the below would be most beneficial for our teams to provide advice or referrals on?

50% Energy efficiency
50% Safeguarding

During a major loss of supply or gas emergency, should NGN provide its incidents support package, including heaters, hot food, showering facilities and alternative accommodation to all NGN customers or just those customers registered on the Priority Services Register (PSR)?

57% All customers
43% Customers on the PSR

Does our target of getting to 97% of gas escapes (where the supply can’t be turned off at the meter) within 1 hour meet your expectations?

73% Yes
20% No, I expect it to be higher
7% No, I expect it to be lower

attended our recent workshops, which looked at everything from the environment to our involvement in your community.

At our Environment workshop

stakeholders told us they would like to see more stretching targets set, with greater ambition on improving air quality and decarbonisation of the vehicle fleet.

At our Communities workshop

stakeholders suggested making Carbon Monoxide awareness a priority message when interacting with customers, alongside energy efficiency, to ensure a more joined up approach.

At our Innovation workshop

stakeholders praised our engineer-led innovation but recognised a top-down approach is needed for major innovation projects such as the role of gas as part of a low carbon energy future.

At our Low Carbon Energy Future workshop

stakeholders told us they want to see us proactively building an evidence base now, and influencing policy.

At our Safety and Reliability workshop

stakeholders told us that our plans to continue to safeguard multi-occupancy buildings need socialising with a broader audience.

Useful documents

Our 2022 Stakeholder Report

An easy-to-read summary of our performance and achievements over the past year.

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