Making the right connection
A gas connection is just one element of a bigger project, such as a new development or property extension.
Customers expect a speedy, reliable service from their very first enquiry. After all, their project is relying on us.
We’re continuing to evolve our approach, to deliver an even more responsive, customer-focused experience.
Outputs - a detailed look
This table takes a detailed look at our connections performance for the regulatory period from 2013 – 2021. Simply click the plus arrow to read a brief commentary on what the statistic means, and how we did.
| Connections | Target | Status | |
|---|---|---|---|
Percentage of connection jobs substantially completed on date agreed with the customerHitting our completion targets is really important for customers, especially as any delays to our work can have knock-on consequences for the customer’s wider project (e.g. a building extension or new build). Our 95% target was challenging, and we performed extremely well to exceed it. |
95% | Ahead | |
Percentage of commencement and completion dates for connections above 275 kwh provided within 20 daysWe know that our customers have busy lives and that a new connection is often just one part of a wider project, so it’s important that we give as much notice as possible about when the work is due to start and finish so that customers can plan around the wider project. We strive to do this 100% of the time and we were pleased to deliver in 2020/21. |
100% (for connections above 275kwh) | On target | |
% of commencement and completion dates for connections below 275kwh provided within 20 daysWe know that our customers have busy lives and that a new connection is often just one part of a wider project, so it’s important that we give as much notice as possible about when the work is due to start and finish so that customers can plan around the wider project. We just came in behind our annual target for connections below 275 kwh. |
99.6% (for connections below 275kwh) | Behind | |
Percentage of standard quotations issued in six working daysAs private connections are commercial transactions, we quote for each and every job. A speedy turnaround for quotes is important, especially as the gas connection is usually just one element of a wider project, such as a building extension. Delays from us can affect the whole timetable. We were just behind our 99.6% target in 2020/21. |
99.6% | Behind | |
% of non-standard connection quotes below 275kwh issued in 11 working daysA 99.6% target is very testing for this measure. A ‘non-standard’ connection often means a complex job, requiring significant research before we can provide an accurate quote. Unfortunately, we just missed out on hitting our target in 2020/21. |
99.6% | Behind | |
% of non-standard connection quotes above 275kwh issued in 21 working daysA 99.6% target is very testing for this measure. A ‘non-standard’ connection often means a complex job, requiring significant groundwork before we can provide an accurate quote. We missed our target this year. |
99.6% | Behind | |
% of land enquiries where response sent within 5 working daysUnfortunately, we missed out on hitting our target in 2020/21. |
99.6% | Behind |
