Meeting the highest of service standards

Every year, we’re measured by
our regulator against 51 separate criteria. These criteria cover safety, reliability, customer service, environment, gas connections
and social obligations. It’s a rigorous process that keeps us on our toes, and makes sure you get a great service from us.

Delivering a world-class performance

We measure our performance against the best companies in the UK by participating in the Institute of Customer Service benchmarking scheme. In 2018, we scored higher than many well-known brands including John Lewis and Google.

We don’t always get it right however, so we voluntarily double our compensation payments for those times when we fail to meet our high performance standards.

Connecting with customers

We connect around 7,000 customers to the gas network every year and in 2017/18, we completed 97% of new connections on the date pre-agreed with the customer.

We also got quotes out quickly with 99% of standard quotes issued within six working days. We’re now developing an even more responsive service to make enquiries, applications and payments smoother and make
sure customers projects remain
on track.

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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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What we've learned so far


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

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

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 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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