How we spend your 17%

£130 of the average gas bill pays for our services. We invest that money to keep our network in good condition, keep people safe, improve customer service and develop affordable low carbon energy solutions for the future.

How we invest

To give the gas network the investment it needs, we borrow money and repay it like a mortgage. A stable regulatory and economic environment helps us keep our borrowing costs down, so we can reinvest more of your money back into our network.

Putting your money to good use

We work with local companies
to replace pipes, adopt new technology to speed up roadworks, and are developing a more flexible workforce with multi-tasking front-line colleagues so we can hit our performance out of the park, even as budgets get tighter

We’re shaving millions of pounds off our operating costs each year, to make sure we play our part in keeping your bills affordable.

Get involved Book now to take part in the discussion

Are we measuring up to your expectations? What can we do to keep your costs down?

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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

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 Low Carbon Energy Future Workshop in March. Stakeholders told us they want to see us proactively building an evidence base now for the role of gas as part of a low carbon future, and influencing policy.

At our Communities workshop

stakeholders suggested making Carbon Monoxide awareness a priority message when interacting with customers, alongside energy efficiency, to ensure a more joined up approach.

Useful documents

Our 2018 Stakeholder Report

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


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