Helping families save energy and money

2018 saw us install our 10,000th free gas connection, help 700 customers unlock £100,000 lifetime savings with home energy and switching advice, and fund ‘Green Doctors’ to carry out home consultations to help customers save energy and money on their fuel bills.

Giving back with our Community Partnering Fund

Since 2016 we have provided a grants scheme for local organisations working with vulnerable and hard to reach customers. Working in partnership with Leeds Community Foundation, we can tap into the expertise and links that already exist in communities. In 2018, we expanded our fund by partnering with Northern Powergrid and doubled the investment fund under the new name, Community Partnering Fund.

Watch the video to see one of our community partners in action.

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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

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 PSR

Let us know your thoughts! 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 Communities workshop in March, bringing together the voices of those already actively engaged in the provision of support services to customers in vulnerable circumstances across wide ranging industry sectors.

At our Communities workshop

stakeholders suggest making Carbon Monoxide awareness a priority message when interacting with customers alongside energy efficiency.

Useful documents

Our Vulnerability Strategy

Our Vulnerability Strategy sets out how we’re working to support people living in vulnerable situations in our region.


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