Less time without gas

In 2017/18, we invested over £91 million to replace old steel or iron pipes with plastic alternatives to keep our customers cooking on gas – part of our £743 million, eight-year pipe overhaul.

The investment helped make sure our network is more reliable than ever, and we reduced the amount of time that customers went without gas, either due to planned work or gas leaks.

Keeping the heat up when the pressure's on

Demand for gas reached peak a 1 in 20 peak in March 2018 when the country was hit by the Beast from the East. Our gas network performed extremely well, despite a major increase in gas use as customers reached for their thermostat dials during freezing conditions.

Let's talk

Are we measuring up to your expectations? What can we do to make your service more reliable? What support should we provide after loss of supply?  How should we manage future constraints on our network?

When the gas goes off, we call it a supply interruption. If we know it’s going to happen before it does, it’s known as a planned interruption. If it goes off unexpectedly, we call this an unplanned interruption.

Take the survey for a chance to win a £500 amazon.co.uk Gift Card*.

Pipes

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What we've learned so far

@NGNgas

Should we promote low carbon alternatives to a gas connection (like heat pumps) when talking to customers experiencing fuel poverty?

50% Yes
50% No
@NGNgas

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
@NGNgas

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
@NGNgas

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
Dialogue
14
people

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.

Recite

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