1 incidents
    Loss of gas – Ingham 10 Jul 2024 12: 30 PM
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    Customer and Stakeholder Engagement

    Connecting with you helps us to understand what it is our customers and stakeholders want and expect from us, what’s important, what services are required and how we can provide those services in the most effective way.

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    "Effective engagement is a fundamental part of us realising the ambition set out in our vision statement – ‘to set the standards that all of our customers love and others aspire to’. We transport gas to nearly 11 million homes and businesses and the requirements of each and every one of our customers are potentially different.

    We are engaging to improve the services that we offer today, to inform our business plan for the next five years (RIIO-2) and to play a pivotal role in supporting the UK’s transition from traditional sources of heat to more sustainable solutions into the future."

    Mark Belmega, Director of Customer Strategy

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    Why do we engage?

    We are passionate about listening to and engaging with our customers and stakeholders and working closely together to develop our business now and into the future.

    Our ambition


    We will understand and act upon the needs of our customers and stakeholders through a continually improving, tailored approach that provides the best outcomes from our engagement. We work hand-in-hand with our customers and stakeholders to make sure our business plans are fit for present and future generations.

    We are listening to you, our customers and stakeholders, in a number of ways. Over the last two years, we’ve held a series of workshops and focus groups across the country, and carried out phone and face-to-face interviews... but our work doesn't stop there.

    Our engagement activities

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    Engagement documents

    View our past webinars and engagement documents.

    Visit our documents page
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    Our Business Plan

    Our engagement has helped us create a Plan to transform experiences for our customers, colleagues and communities.

    Read our Business Plan
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    Customer Challenge Group (CCG)

    The Customer Challenge Group (CCG) will provide expert review and independent challenge of strategic decision making across multiple topics aligned to RIIO-3 priorities.

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