Are we measuring up to your expectations? What do you think of our emergency response service? What are your views on gas supplies in multi-occupancy buildings?
Take the survey for a chance to win a £500 amazon.co.uk Gift Card*.
When anyone within the region reports that they can smell gas, we send an emergency response engineer to check it out and make sure the situation is safe. Our regulator has set us targets for how quickly we should respond to these reports:
• 97% of uncontrolled gas escapes attended within 1 hour
An uncontrolled gas escape is when we don’t know where the gas is escaping from – it could by a gas pipe inside your home or building, or our external gas pipe from our network - and the smell of gas hasn’t disappeared, even though the meter cock handle (which is found next to your gas meter) has been turned off).
• 97% of controlled gas escapes attended within 2 hours A controlled gas escape is when we don’t know where the gas is escaping from, but the smell of gas has disappeared when the meter cock handle has been turned off).
We work hard to get to 100% of reported uncontrolled gas escapes within the 1 hour target. On average, we get to 99.76% (which is ahead of the 97% target).
When it comes to attending controlled gas escapes, we get 99.95% of them within 2 hours (ahead of the 97% target).
Thinking about a controlled gas escape (where the flow of gas to your property has been stopped and the smell of gas has disappeared), how satisfied would you be if during winter or cold weather an engineer attended within the following time frames. Please use a scale of 1-10, where 1 is very dissatisfied, and 10 is very satisfied.
Thinking specifically about a controlled gas escape (where the flow of gas to the property has been stopped and the smell of gas has disappeared), how satisfied would you be if during summer or warm weather an engineer attended within the following time frames. Please use a scale of 1-10, where 1 is very dissatisfied, and 10 is very satisfied.
We also have a target to stop gas escaping from our gas mains and service pipes in the street within 12 hours of it being reported. On average, over the last five years, we’ve got to 63.2% of reports within this time (ahead of our regulated target of 60.25%).
How satisfied are you with this performance? Please use a scale of 1-10, where 1 is not at all satisfied, and 10 is very satisfied
There can be all sorts of reasons why we might not be able to stop some of these escapes within 12 hours. How acceptable do you find these reasons? Please use a scale of 1-10, where 1 is not at all acceptable, and 10 is extremely acceptable
Please give us the first half of your home or business postcode. We’ll use this information to check that you live or work within the region we serve. We’ll keep this information confidential and only use it for research purposes. Please write in as AB12.
As a thank you for taking part in our survey, you’re eligible to be entered into a prize draw where the two winners will receive a £500 amazon.co.uk Gift Card and 10 runners up will receive a £100 amazon.co.uk Gift Card. You can read the terms and conditions here. If you’d like to be entered, please give your email address (or telephone number) below. We’ll only use this to contact you about the prize draw. Please provide your email address and telephone number in order to be entered.