Cadent report cover image. Landscape image, left side is blank. Right side features a family in a kitchen, with the mother checking food inside the oven while her two children wait eagerly. Cadent branded orange line runs horizontally across the image. Cadent report cover image. Landscape image, left side is blank. Right side features a family in a kitchen, with the mother checking food inside the oven while her two children wait eagerly. Cadent branded orange line runs horizontally across the image.

    Our Business Plan

    2021 - 2026

    Transforming experience

    For customers, communities and colleagues

    Cadent CEO, Steve Fraser, headshot Cadent CEO, Steve Fraser, headshot

    Executive summary

    Orange quotation marks

    Our ambitious Plan aims to transform experiences and meet the priorities of our customers, colleagues and the communities we serve."

    Steve Fraser
    Chief Executive Officer
    • “Efficient costs driving a 10% reduction in customer bills and delivering a safe and reliable supply for less than 33p per day”
    • “Enhance services to make a real difference to customers in vulnerable situations driving a social value of over £537m”
    • “Creating practical solutions to deliver clean gas to meet the UK’s Net Zero emissions challenge”
    • “We will be fair and transparent, building trust in how we operate and making a sustainable difference in our communties.”

    Our vision

    diagram

    Our outcomes

    outcomes-icons

    Trusted to act for our communities

    Being trusted by our customers is extremely important to us. We’re an essential public service provider so it’s important that you trust us to act responsibly for our communities and always deliver on our promises.

    Tackling climate change

    Protecting the environment and transforming our energy system is hugely important for us and the communities we serve – now and for the future.

    A quality experience

    We're committed to providing an outstanding experience. That's why we're putting new standards in place to measure and significantly improve in this area over the next five years.

    A resilient network

    You've told us that maintaining a reliable gas supply that keeps our customers, employees and the general public safe is the most important part of what we do.

    Our commitments

    We have worked with, and listened to, our customers, stakeholders and employees to create our most stretching and bespoke set of commitments. We have applied a systematic process to ensure they are robust, well evidenced and valued.

    Blue icon of a gas pressure gauge on a pipe, inside of blue and orange circles. Icon represents 'Keeping the energy flowing safely & reliably'

    Keeping the energy flowing safely & reliably

    A Plan which maintains the outstanding levels of safety and reliability that our customers rely on.

    Our commitments

    • Blue icon of a wall clock at 4pm, inside of a grey circle

      99.9% reliability keeping customers on gas

    • Blue icon of a Y shaped gas pipe, inside of a grey circle

      1,705km of old metallic mains replaced each year - a distance greater than John O'Groats to Land's End

    • Blue icon of a headset with a speach bubble above, inside of a grew circle

      35mins world class emergency response service with average arrival time of 35 minutes

    • Blue icon of a money bill, inside of a grey circle

      > £500m cost efficiency savings for customers embedded in our Plan

    Purple icon of five stars (three on top, two on the bottom), inside of purple and red circles

    A quality experience for all our customers and stakeholders

    A Plan which focuses on improving the experience of all our customers, including targeted support through our vulnerability strategy.

    Our commitments

    • Purple icon of a three story residential building with two trees outside, inside a grey circle

      60% reduction in time interrupted for customers in multi-occupancy buildings

    • Purple icon of a person's head and shoulders, inside a grey circle

      36,500 interventions to support households in fuel poverty

    • Purple icon of two speach bubbles, inside of a grey circle

      2m direct conversations to raise awareness of the Priority Services Register

    • Purple icon of a call bell being rung, inside of a grey circle

      3m alarms issued and 200k customers educated on the dangers of carbon monoxide

    Green icon of two hands holding a plant with two leaves, inside green and red circles

    Tackling climate change and improving the environment

    An Environmental Action Plan which demonstrates our leadership on tackling climate change by innovating and driving momentum to create pathways to decarbonation.

    Our commitments

    • Green icon of a gas pipe and valve with a crack in the pipe and a red cross showing gas is not leaking, inside of a grey circle

      14 –17% reduction in leakage from our network

    • Green icon of two trees, inside of a grey circle

      CO2 carbon neutral in other operations by 2028 with zero emissions emergency response vehicles across our region

    • Green icon representing a hydrogen molocule using circles, inside of a grey circle

      HyNet innovation to decarbonise the North West with hydrogen

    • Green icon of a door slightly agar, inside of a grey circle

      Clean gas enabling network capacity for greener resources

    Red icon of balanced scales, inside of two red circles

    Trusted to act for our communities

    A Plan which builds trust that we are acting in the best interests of our communities and embracing whole system thinking.

    Our commitments

    • Red icon of three people connected in a circle with 'Cadent Foundation' written above, all inside of a grey circle

      £6m p.a. >1% post-tax profit invested back into our communities through our charitable foundation - c. £6m p.a.

    • Red icon of a written document, inside of a grey circle

      >10% saving p.a. in customer bills in real terms (excluding inflation)

    • Red icon of a croud of people with cash symbols on their chests, inside of a grey circle

      £537m net social value delivered for our communities through our Consumer Value Proposition

    • Red icon of an arrow sweeping upwards, inside of a grey circle

      60% of colleagues giving back to our communities through volunteering

    Our communities

    We operate across four gas distribution networks: East of England, North London, North West and West Midlands, providing services to a diverse range of customer and stakeholder groups. Almost 50% of UK gas customers are served by our pipelines and we provide them with the energy they need to stay safe and warm. Each area has its own geographical and social requirements and we are committed to providing a service that meets the specific needs of the communities we serve.

    Find out what we do in our regions below:

    Map of the UK highlighting the five network areas covered by Cadent. Highlighted areas are: North West England in green, West Midlands in blue, North London in yellow and East of England in Purple

    Our North West network covers around 2.7m customers in the third most populated region of England. It consists of the five counties of Cheshire, Cumbria, Greater Manchester, Lancashire and Merseyside, and has a mix of rural and urban landscape.

    Read our North West highlights

    East of England is our largest network serving 4m customers across East Midlands and East Anglia, having significant levels of customers in rural locations from Humberside down through Lincolnshire, Norfolk and Suffolk.

    Read our East of England highlights

    Our West Midlands network is centred on the UK’s second largest metropolitan area of Birmingham and includes a number of smaller urban areas that effectively constitute local sub-networks within the network. It serves around 1.96m customers.

    Read our West Midlands highlights

    Our North London network, serving around 2.3m customers, extends from Central London, covering north of the River Thames, to High Wycombe in the west and Southend-on-Sea in the east.

    Read our North London highlights

    Chapters

    Cadent report titled 'Transforming Experiences' featuring a picture of a family in the kitchen, mother checking on food in the oven with two childen waiting eagerly on the front cover

    Executive Summary

    Our Communities

    Learning from past performance

    Enhanced Engagement

    Net Zero and a whole system approach

    Our Commitments

    Driving performance through innovation and competition

    Cost and efficiency

    Managing risk and uncertainty

    Affordability and financing our plan

    Assurance

    Our Business Plan sets out how we want to work with our customers in delivering our plans for the future. It will now be subject to a regulatory review process and is published here in the interests of transparency and to facilitate meaningful stakeholder engagement.

    Appendices

    09.00 Overview: how we have developed our investment plan

    09.01 Introduction to Investment Decision Packs

    09.02 Distribution Mains and Associated Services (Iron, PE, Steel & Other)

    09.03 Services Not Associated with Mains Replacement

    09.04 Transforming the Experience for Multiple Occupancy Building Customers - Risers

    09.05 Offtakes and PRS Pre-Heating

    09.06 London Medium Pressure

    09.07 Offtakes & PRS Slamshut/Regulators

    09.08 Governors (District, I&C and Service)

    09.09 LTS Pipelines (Piggable and Non-Piggable)

    09.10 Offtakes & PRS Metering Systems

    09.11 Offtakes & PRS Odourisation Systems

    09.13 Brunel Bridge Crossing Refurbishment

    09.14 Offtakes & PRS Filters

    09.15 Holford Salt Cavity E&I

    09.16 Winnington Lane Crossing Replacement

    09.18 Mersey Tunnel Access Refurbishment

    09.19 ENA common RIIO2 Scenario

    09.20 Resolving our benchmarked performance gap

    09.21 Cadent's Regional Factors

    09.22 Real Price Effects

    09.23 Known above 7 bar AGI reinforcements

    09.24 Mains Diversions Non-Chargeable below 7 bar

    09.25 Mains Diversions Chargeable below 7 bar

    09.26 Mains reinforcement below 7 bar

    09.27 Connections & Unauthorised Connections

    09.28 Corporate Property

    09.29 Other Property

    09.30 Technology (IT and Telecoms, System Operation)

    09.31 Strategic Pipeline Isolation Valves <7 bar, Strategic MP/IP (M1) Valves

    09.32 Reduced Depth of Cover

    09.33 Pipeline Sleeves

    09.34 Corporate Vehicles

    09.35 Cathodic Protection

    09.36 Pipeline Crossings

    09.38 Controllable Opex Costs

    09.39 Frontier Productivity Growth

    09.40 Understanding the Baseline Level of Efficiency in London

    #Cadentvoices

    Thanks for reading our Business Plan. Join the conversation and let us know what you think of our commitments.

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