Clever Stuff to make lives easier

Innovation plays a major role in consistently improving what we do, driving efficiency today and
into the future. Whether it’s helping us rise to challenges, solve problems or make life easier for colleagues and customers, innovation presents opportunities to do things better.

Watch the video to learn about some of the clever stuff we’ve been up to.

Delivering improvement through innovation

Our innovation portfolio can be divided into two categories: solutions that can action change right now, and those helping to deliver the energy systems of tomorrow, with one common purpose – to improve the service that we deliver.

We’ve worked on 53 collaborative projects with our fellow gas distribution networks since 2013, combining our collective power to roll out innovative solutions fast and avoid doubling effort.

Get involved Book now to take part in the discussion

Are we measuring up to your expectations? Does our Innovation Strategy have the right focus?
What would you like us to prioritise? How should business as usual innovation be funded?

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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


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 Innovation workshop in March, a sell-out event.  The session brought together a broad cross section of national, local, customer and wider workforce representatives which helped to create a productive platform for debate and robust challenge on our plans.

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 future.

Useful documents

Our Innovation Report

Read our annual Network Innovation Allowance summary to find out how we’re investing in clever solutions to make lives easier for customers throughout our network.


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