Keeping you safe and sound

Throughout 2021/22, we got to 99.75% and 99.95% of gas leaks within the statutory timeframe of 1 and 2 hours. And thanks to our teams of highly-trained specialists, we’re beating our targets at every turn.

When bad weather hits, we can bring in reinforcement in the form of specially-trained contractors and reservists from among our own employees.

Planned jobs are scaled back, as frontline times focus on emergency repairs. Being prepared means we continue to get out to gas escapes within our statutory 1 and 2 hour response times, despite snow and freezing temperatures.

Get involved Book now to take part in the discussion

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.

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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?

59% 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 higher

attended our Safety and Reliability workshop in March including local authority and resilience forums as well as other utilities.

At our Communities workshop

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

At our Safety and Reliability workshop

stakeholders told us that our plans to continue to safeguard multi-occupancy buildings need socialising with a broader audience.

Useful documents

Our 2018 Stakeholder Report

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