1 incidents
    Loss of gas – Ingham 10 Jul 2024 12: 30 PM

    Sharing Best Practice Hub

    We play an essential role in keeping customers safe, warm and connected to their gas supplies. As part of our commitments to the communities we serve, we work with our partners in the utilities sector and beyond to share ideas and improve together.

    Read on to find out about a range of our flagship projects, which support our four key focus areas below. We want to hear from you, and potentially work with you - get involved using the form at the bottom of the page.

    • Future of gas: We are shaping a more sustainable future, by progressing the decarbonisation of heat, power and transport
    • Supporting our customers: We are always exploring new solutions to keep customers – including those in vulnerable situations – safe, warm and independent in their home
    • Accessibility and inclusion: We are committed to being an inclusive employer and providing services for all
    • Data and innovation: We are embracing new tools, systems and ways of working to enhance the experience of our customers

    We are committed to working with experts in our sector and beyond to share ideas, learn, and improve. Our collaborative approach is key to delivering the service customers expect today and tomorrow."

    Mark Belmega

    Director of Customer Strategy

    Future of gas
    Supporting our customers
    Accessibility and inclusion
    Data and innovation

    Future of gas

    Shaping a more sustainable future

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

    To ensure that we are at the forefront of creating energy solutions for the future, we work closely with government on policy, reaching out to new audiences, experimenting in our communication methods and innovating with the support of partners and our supply chain to reduce our carbon footprint.


    Helping Greater Manchester reach net zero by 2038

    Unlocking net zero for the UK: HyNet

    Building awareness of the energy transition

    Leading the future of low carbon transport

    Hydrogen to heat our homes: HyDeploy

    A cleaner, greener gas network: OptiNet

    Supporting our customers

    Keeping people safe, warm and independent

    Anyone can be vulnerable if their circumstances change and rather than using labels, we prefer to focus on individual needs and what we can do to ensure customers stay safe, warm, connected and independent in their homes.

    Our customer vulnerability strategy forms the backbone of our approach and focuses on our stakeholders’ top priorities: increasing PSR registrations, raising awareness of carbon monoxide (CO), tackling fuel poverty and providing services for all.


    How to spot, stop and prevent scams

    Community outreach in Central Lancashire

    Raising awareness of anosmia: Sense of smell

    Warm Hubs

    Gas safety campaigns 2020/21

    Enhanced volunteering: COVID-19

    Teaching children about carbon monoxide saves lives

    Committed to a better future: Cadent Foundation

    Engaging in new ways to reduce fuel poverty

    Engaging during a pandemic

    Accessibility and inclusion

    Providing services for all

    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.

    To truly respond to our customers’ needs, it’s vital that our workforce reflects the communities we serve. We work hard to create an inclusive environment for colleagues, customers and communities.


    An inclusive work environment

    Equal opportunities for all: The Race at Work Charter

    Youth Friendly Employer

    A commitment to the Armed Forces

    Becoming Disability Confident

    Data and innovation

    Enhancing customer experience

    We're committed to providing an outstanding experience for our customers.

    Our focus now and for the foreseeable future is to keep innovating at pace, bringing effective tools, techniques and processes to market to keep the energy flowing safely, reliably and with minimal disruption.


    Accessibility in an emergency: EasyAssist Emergency Control Valve (ECV)

    A collaborative approach to public engineering works

    Putting customer welfare first: Welfare decision tool

    Keeping us connected: CISBOT

    Tackling isolation with technology: Connect the Community Challenge

    A smarter way to remove water: Top Tee Siphon Adaptor

    Leading the way on complex pipe repairs

    Keeping the gas flowing in lockdown

    Transforming gas mains replacement: Foam Bag Operation on Stubs

    incident alert



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