Less time without gas

In 2021/22, we invested over £100 million to replace old steel or iron pipes with plastic alternatives to keep our customers cooking on gas – part of our £500million, five-year pipe upgrade programme.

This investment helps make sure our network is more reliable than ever, and we reduce the amount of time that customers go without gas from gas leaks.

Keeping the heat up when the pressure's on

Last year, we replaced c557km of old metallic mains. We also carried out 19,482 repairs and our teams worked tirelessly throughout the coronavirus pandemic to ensure all of our customers were kept safe and warm.

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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
23% 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 authority and resilience forums as well as other utilities.

At our Safety and Reliability workshop

stakeholders told us that we should socialise our plans to continue to safeguard multi-occupancy buildings with a broader audience.

Our 2018 Stakeholder Report

An easy-to-read summary of our performance and achievements over the past year.