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.

Delivering improvement through innovation

One of our key objectives is to prepare the network to deliver Net Zero at the lowest cost to the consumer, whilst maintaining world-class levels of system reliability and ensuring that we support the needs of consumers in vulnerable situations.

To help us achieve this key objective are three innovation allowances: the Strategic Innovation Fund (SIF), Network Innovation Allowance (NIA) and Net Zero Use It or Lose it Allowance, which can facilitate the transition to a Net Zero future.

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?

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.

Sign up for updates and invites

Our e-bulletin is a great way to stay up to date with the latest news in your area.

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.
Sign up
E-bulletin archive
  • This field is for validation purposes and should be left unchanged.

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.