Meeting the highest of service standards

Every year, we strive to go above and beyond for our customers. Last year, we carried out 17,995 carbon monoxide awareness sessions, supported 103,779 customers with energy-saving advice, provided 11,576 carbon monoxide alarms, referred 4,913 customers to the Priority Services Register and trained 1,032 colleagues to provide a holistic support service to vulnerable customers.

We pride ourselves on keeping our customers safe, warm and happy.

Delivering a high level performance

We have created a three-pillar approach to improving customer satisfaction using feedback from our stakeholders.

Using a strategic, tactical and operational approach to improving, we increased our planned work customer satisfaction scores to above 9.0, and increased our Institute of Customer Service score by 3%!

Get involved Book now to take part in the discussion

We'll see you there

Thank you for registering your interest in attending the Supporting Communities Together – NGN Open Day and workshop on 16th October 2024

If you have any questions, please email stakeholder@northerngas.co.uk

We look forward to seeing you there!

For more information on how we use your details, read our Personal Data Privacy Notice.

Oct.24 16
Supporting Communities Together – NGN Open Day and workshop
9:30am -15:30pm
Brian Jackson House, 2 New North Parade, Huddersfield HD1 5JP
Innovation
Community
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.

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It takes less than a minute to sign up, just fill in your details and let us know what you’re interested in so we can tailor our news for you. You can also browse and download previous e-bulletins from our archive by clicking the tab below.

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What we've learned so far

@NGNgas

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
@NGNgas

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

50% Yes
50% No
@NGNgas

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
@NGNgas

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
Dialogue
14
people

attended our Safety and Reliability workshop in March including local authorities, resilience forums and other utilities.

Our 2019 Stakeholder Report

We’re committed to resolving customer issues quickly and courteously. If we can’t resolve the problem right away, we’ll keep you informed every step of the way until we do. This document explains the independent process we follow if something goes wrong.

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