Our regulator | Northern Gas Networks

Customer at the heart

Who says a utility company can’t deliver world beating customer service?

With a string of awards under our belt, we are a company that’s committed to people as well as pipes. That means doing our research to properly understand our customers’needs, and tailoring our services in response. It means doing all we can to minimise disruption during roadworks, providing support when the chips are down (e.g. during gas loss) and being quick off the mark to resolve complaints. And it means providing a range of channels for customers to get in touch, tweet, text, email, post, Facebook, or a good old face-to-face chat.

Standards of service

Customers suffer an interruption to their gas supply once in every 42 years, on average, and when things to go wrong, we put them right quickly and efficiently.

We’re measured against a range of criteria including the quality of our reinstatement work, the speed of our response to gas emergencies and how quickly we resolve a complaint. Our payments are linked directly to our performance so we have to deliver consistently high standards or face penalties. Find out more about our Standards of Service.

Did you know?

Since our formation in 2005, we’ve been leading the way as one of the most cost efficient of the UK’s eight Gas Distribution Networks (GDNs).

Looking for more?

You can find our RIIO GD1 and stakeholder reports in the document archive.

How we’re regulated

Known as RIIO (Revenue = Incentives + Innovation + Outputs), the contract requires us to meet stretching performacne targets, with financial incentives for good performance, or penalties for falling short.

To find out more about how our performance is measured by Ofgem, click here. To find out more about how the energy networks work and Ofgem’s role, take a look at this useful video.

Ofgem’s criteria

Every year, we’re measured against 51 separate criteria, covering safety, reliability, customer service, environment, gas connections and social obligations. It’s a rigorous process that keeps us on our toes, and ensure our customers receive a great service.