We are tremendously proud to be the North of England’s gas distributer. By transporting gas to homes and businesses across the North East, Cumbria and much of Yorkshire, we provide an essential service to 6.8 million customers.
We are tremendously proud to be the North of England’s gas distributer. By transporting gas to homes and businesses across the North East, Cumbria and much of Yorkshire, we provide an essential service to 6.8 million customers.
As a company based in the heart of the region, we are uniquely privileged and have a responsibility to be a positive influence on the communities that we operate in.
That’s why our business plan for 2021 – 2026 and beyond has been co-created in partnership with our customers and stakeholders; over 189,000 of them via hundreds of conversations every single day.
Our plan is centred around eight key promises designed to deliver the outcomes that matter most to our customers.
It’s our most ambitious plan to date and is built on our bold and imaginative service delivery and our consistently strong performance since 2005.
Find out more about our plans and commitments for 2021 – 2026 here.
How we’ve consulted customers about our business plan
Our customer plan has been developed with our customers and stakeholders during what has been our largest and most ambitious engagement programme ever undertaken. We’ve listened to the views of 189,000 individuals, launched the industry’s first ever Citizen’s Jury and carried out in-depth testing to gauge acceptability of our plan.
Initial stage deliberative workshops gave customers the opportunity to explore our plan in detail, what it would mean for future service and bills, helped to provide initial feedback.
We then used this feedback to make some adjustments to our plan and asked 1,300 customers across our region what they thought through surveys to measure their response.
We consulted a wide range of customer types, including those facing difficult circumstances, talked to customers online, on the phone and in their homes.
We also gathered the views of our national and local stakeholders – organisations and businesses with an interest in what we do.
We’re delighted that 92% of customers and 96% of future customers found our plan acceptable. You can find out more here.
What's next?
We received Final Determination for our business plan in December 2020.
While the overall outlook remains very challenging financially, we have clarity on what we need to deliver against across the next five years and have begun delivering on our RIIO-2 business plan.
We will keep you updated on our next steps as we move through RIIO-2.
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