A fairer, greener future for the North of England
A fair transition to net zero with our 2026-2031 business plan
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Introduction Introduction
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Who we are Who we are
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What we’re doing What we’re doing
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Highlights of our plan Highlights of our plan
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Who’s involved Who’s involved
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Download our plan Download our plan
NGN: the gas distributor for the North of England
We deliver gas to 2.9 million homes and businesses. We provide an essential service for those communities, working to improve our network for our customers today and supporting cleaner energy for the customers of tomorrow.
We’ve spent the last decade transforming our business into something very different from a traditional utility company. We will keep pushing the boundaries of efficiency as we work towards a cleaner energy future.
Where we work
Our vision is for a fairer, greener future for the North of England
A business you can rely on in an uncertain energy future
Safety. Reliability. Customer service. Sustainability. Cost efficiency. We have an exemplary track record – all shown in the regular performance reports we submit to Ofgem. We can only do this because of the transformative journey that we’ve been on to evolve our business into a modern utility business underpinned by:
An agile, progressive and innovative workforce
An efficient and low-cost supply chain
A modern IT system powering our processes
An open and collaborative working culture
We’ve achieved a lot since the start of the RIIO price controls in 2013:
No.1 for efficiency
Set the standard for efficiency, maintaining our position as the most efficient gas network in Great Britain year in, year out – a standard we’ve held since 2005
80% plastic network
Replaced 80% of our network that supplies homes and businesses with modern plastic pipes to ensure the continued safe and reliable supply of gas to customers
£1,649 million
Invested £1,649 million in modernising our network to improve safety, resilience and reliability of supply through local businesses and our supply chain
Fast emergency response
Responded to over 99% of gas emergencies within our agreed 1- and 2-hour timeframes
99.999% reliability
Delivered 99.999% network reliability – on average our customers experience an unplanned interruption to their gas supply once in every 240 years
9.26 out of 10
Continually improved customer satisfaction, achieving an overall average customer satisfaction score of 9.26 out 10 in 2023/24
1,145,500 tonnes of CO2 saved
Reduced our environmental impact by cutting gas leakage by 39%, saving 1,145,500 tonnes of CO2
£55 million
Provided £55 million of social benefits through our work with trusted partners to support customers in vulnerable situations
£15 million
Reported £15 million of customer benefits through investing in innovation such as developing a robot to assist in locating gas leaks, reducing repair time, disruption and air pollution
