Customer Engagement Group


“It’s easy for companies to make promises that they will put customers and the public interest at the heart of their decision making, but our role as a Customer Engagement Group will be to ensure it genuinely happens.

“The company has expressed an ambition to be one of the best network companies and we intend to hold them to that. This is an exciting opportunity to make a difference to around 11 million gas consumers and their communities in four network regions.”

Zoe McLeod, Customer Engagement Group Chair


Latest news

Cadent’s independent Customer Engagement Group Response to the RIIO-2 Draft Determination

CEG Report

CEG report
Annex 1 – CEG impact and cost
Annex 2 – CEG challenge log as at 21.12.19
Annex 3a – CEG quality of engagement assessment framework
Annex 3b – Engagement technical report (quantitative research)
Annex 3c – Engagement technical report  (qualitative research)


Aims and objectives

In June 2018 Cadent set up its customer engagement group with Zoe McLeod as chair.  The CEG brings together 13 independent people from a variety of backgrounds to provide independent examination and challenge to Cadent, in particular on its upcoming business plan.

The CEG provides independent examination and challenge to Cadent.  It gives views to the energy regulator, Ofgem, on whether the company’s business plan for the next regulatory period, known as RIIO2, addresses the needs and preferences of its stakeholders. 

Cadent’s existing and future stakeholders include individual customers, citizens, consumers, organisations and communities that are impacted by the activities of Cadent.  

These views will take the form of a report that will be submitted to Ofgem by the CEG, alongside Cadent’s business plan.

About customer engagement groups - CEGs

CEGs have been initiated by Ofgem through the RIIO2 framework and subsequently the need for CEGs within the distribution operators. 

Ofgem are currently in the midst of finalising the RIIO2 framework.  This will determine the regulated financial settlement and associated processes and requirements for the UK gas and electricity distribution network operators for the forthcoming regulatory period.

An integral part to the framework will be to encourage greater dialogue and interaction between the operators and their customers.  Therefore each distribution operator like Cadent will establish their own CEG and an over-arching panel that will be tasked with providing industry oversight and interaction with Ofgem.

Our Terms of Reference

Our members

Our meetings