Safety &
Sustainability:
Our focus now
and for the future

Cadent Safety & Sustainability report 2019/20

 

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Welcome from our Chief Executive Officer

Welcome to our second Safety & Sustainability report

I’m proud to introduce our second ever Safety & Sustainability report, focusing on safety performance over the last year and outlining our progress towards reducing carbon emissions. Whilst I’m pleased that it shows solid performance in both safety and sustainability measures and highlights where we have made improvements, I’m also determined to focus on the areas where there is more to do. We are a responsible company trusted by our stakeholders and shareholders to operate with transparency and integrity. We will not be satisfied until we remove all accidents and make significant strides towards reducing carbon emissions and we will work relentlessly towards this mission.

We are very focused on the long-term sustainability of our planet by reducing carbon emissions to net zero and we are committed to our role in helping to make it happen. Through the UK’s vast network of gas pipelines, we can deliver low carbon gas to heat our homes and power our industries. Our projects, HyDeploy and HyNet, are at the cutting edge of proving this right now. We are working with stakeholders and Government to ensure that this valuable asset can continue to keep customers safe and warm and is part of a whole systems transition to net zero.

Our people have very much impressed me with how passionate they are about safety and about serving our customers. Our emergency response in Wirksworth is a great example of this – 150 colleagues restored gas to 900 houses after water had entered into our network from a burst water pipe. Customers in the area fittingly renamed them ‘angels in orange’ – and there are many examples of this. People quite rightly expect big business to be more responsible, and transparent with the communities they serve and the people they employ. I am pleased to say that we are committed to this. I hope that, in reading this report, you will see what I see: a responsible company, trusted to keep the energy flowing to 11 million customers safely and ethically while at the same time forging ahead to meet the environmental challenges of our society.

Our commitments

On 9 December 2019, after significant stakeholder engagement, we submitted our final 2021-2026 RIIO-2 Business Plan to Ofgem.
In it, we have set out a stretching ambition which will help us to transform the experiences our customers have whilst keeping a clear focus on managing affordability through reducing bills in real terms over the period. On the 9 July 2020, Ofgem released their draft determinations of the plan and we will work closely with Ofgem ahead of their final determination in December 2020

As we finished the year, we were confronted with the COVID-19 pandemic. We have all had to learn and adapt quickly during a difficult and challenging time. I have been impressed by the commitment and support shown throughout the business. You can read more about our response in the Annual Report and Accounts 2019/20. I’m very proud to work for Cadent and delivering the vision we have for the coming years.

Steve FraserChief Executive Officer

We are very focused on the long-term sustainability of our planet by reducing carbon emissions to zero.
Steve FraserChief Executive Officer

Our sustainability framework

Safety is the foundation of our business

We are committed to ensuring the safety of our people, our customers, and the general public.

Contributing to the energy transition

Providing leadership to the provision of networks ready to transport low carbon fuels; such as hydrogen and biomethane, whilst committed to improving the environment by implementing our decarbonisation policy.

Creating a place where employees can thrive

We believe that by creating an inclusive, motivated and committed workforce, where talent and attitude shine through, we will drive performance and deliver excellence.

Putting customers and communities at the heart of everything we do

Our vision is to set standards that all of our customers love and others aspire to.

Renewing our network for the future

Delivering a reliable and resilient network to keep the energy flowing safely and reliably to all of our customers.

Acting in a responsible and ethical way

Our Board and leadership at all levels are committed to operating as a responsible business, from our regulatory commitments and practices to our social actions.

Tap on an icon to explore our priorities

  • Delivering our safety commitment
  • Shaping a more sustainable future
  • Making a positive contribution
  • Ensuring a resilient network
  • Trusted to act for our communities

Delivering our
safety commitment

Safety is the foundation
of our business

We are committed to ensuring the safety of our people, our customers, and the general public.

Shaping a more
sustainable future

Contributing to
the energy transition

Providing leadership to the provision of networks ready to transport low carbon fuels whilst committed to improving the environment by implementing our decarbonisation policy.

Making a positive
contribution

Creating a place
where employees can thrive

We believe that by creating an inclusive, motivated and committed workforce, where talent and attitude shine through, we will drive performance and deliver excellence.

Putting customers
and communities at
the heart of everything we do

Our vision is to set standards that all of our customers love and others aspire to.

Ensuring a
resilient network

Renewing our
network for the future

Delivering a reliable and resilient network to keep the energy flowing safely and reliably to all of our customers.

Trusted to
fact or society

Acting in a responsible
and ethical way

Our Board and leadership at all levels are committed to operating as a responsible business, from our regulatory commitments and practices to our social actions.

Delivering our safety commitment

Keeping our people and partners safe

Safety remains the key value at the heart of our business and foremost in the minds of our employees; it is who we are and the foundation on which the business is built. We are trusted to keep the nation’s households safe and warm every day of the year and we take that trust very seriously indeed. We aim to ensure that every aspect of our work is as safe as it can be, whether that’s as part of our gas operations or in our non-operational activities. We also understand that only by being transparent about our performance can we continue to deserve that trust.

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Shaping a more sustainable future

Leading the way to greener energy

We are leading the way in ensuring that the UK’s gas network plays its role in securing zero carbon energy which is reliable, flexible and convenient for customers to use. The gas network can be transitioned to bring biomethane and hydrogen to our homes and our industries, massively reducing the carbon footprint of heat in the process. It can work alongside renewably generated electricity to help meet all the needs of UK customers while reaching the UK’s target of being net zero by 2050.

It is now widely recognised that zero carbon gases, including hydrogen, will have to be an element of any future plans. This supports the UK in decarbonising freight and heavy transport by using fuel cells. We are playing a key part in several significant hydrogen projects to make this happen.

We promise to bring our customers with us on this journey, to ensure that they continue to have access to heat energy in the future.

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Case studies

Making a positive contribution

Caring for customers,supporting our people

The quality of customer service we provide is critical to our customers’ experience and our reputation. We are working hard to respond to our customers in a rapidly changing world and, wherever possible, to exceed those expectations through innovation and better, more engaging approaches to service. Our approach, while being far from complete, has this year achieved improvements in all of the three primary customer facing areas of our business: emergency response and repair, planned works and connections. We will continue this positive trajectory by being open and transparent with our customers, whatever their needs and circumstances.

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Case studies

Ensuring a resilient network

Keeping the energy flowing every day

We are committed to ensuring uninterrupted service through a network that is safe and resilient. 11 million homes and businesses rely on us and the 131,000 km of pipeline we manage and maintain so this is no mean achievement. Our overall network reliability figure of 99.998% is a testament to the focus of our people and our commitment as a company

The very fact that we manage to maintain such low levels of interruption is also one of the reasons that we know that network delivered gas must play a part in the green energy vision of the Government: customers simply rely on gas to be there when they need it.

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Case studies

Trusted to act for our communities

We never forget the position of trust in which we have been placed by our communities and our leaders

We understand that they expect us to act at all times with integrity, transparency and with the best interests of our customers always at heart. This is what we strive for, understanding that any of our actions – great or small – could undermine this position if they are viewed to be outside of our clear corporate ethos. We work hard to embed and broaden this trust, from the very largest project to our face-to-face dealings with a single customer.

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Case studies