How we’re performing
Here you can find out about how we’re performing under our current business plans, including reliability, the environment, customer satisfaction, customer connections and, most importantly, safety.
How we’re performing under our current business plans
The RIIO-2 price control runs for five years from 2021-2026.
Under RIIO-2, the outputs we deliver are clearly articulated and are linked to the calculation of our allowed revenue. These outputs have been determined through an extensive consultation process, allowing us to focus on the delivery of outcomes that our customers and stakeholders have told us that they value the most.
These outputs are divided into three main consumer priority areas: meeting the needs of consumers and network users, maintaining a safe and resilient network and delivering an environmentally sustainable network.
Our results
In the first two years of RIIO-2 we delivered steady progress against our commitments, putting the necessary plans and processes in place to ensure we deliver our agreed outputs by the end of the price control period.
Our annual performance against our three consumer priority areas, and a detailed performance report, can be found below.
Meet the needs of consumers and network users
Overall we were on target with all but three of our outputs that sits within the meeting the needs of consumer and network user’s priority area.
We continued to build upon the progress we have made in previous years and have sustained customer satisfaction and stakeholder satisfaction ratings above target.
We have achieved our incentive scheme targets for maintenance and the constraint management incentives.
Maintain a safe and resilient network
We’ve maintained very high levels of reliability and availability for our customers to input and offtake gas from our system, whenever they want to.
Whilst we have made good progress with the development of a number of major projects, we know that we need to accelerate delivery in other areas in order to meet our RIIO-2 outputs.
We have strategies in place to do this and are focusing on optimising efficient delivery, looking for opportunities to package works and apply innovative thinking to drive value for our customers and stakeholders.
Deliver an environmentally sustainable network
Minimising the impact our business has on the environment is important to us, and to our stakeholders.
A large part of our carbon footprint is made up of our gas-powered compressors, which move gas from entry point to where it’s needed.
We’ve responded by investing in low emissions technology to meet customers' use of the network. We’re working hard to make sure we comply with the latest emissions legislation.
You can find out more about our Environmental Action Plan here.
Your feedback is important
We want to make sure we’re improving in the areas that are important to you, so we welcome your feedback on our performance.
Please email us at the address below.
Previous information
Safety: providing a safe energy network
We’ve achieved a strong safety performance, which is crucial to our stakeholders, the communities we serve and to our business. We’re on track to meet government requirements for protecting our assets that are essential for securing UK infrastructure.
We’ve maintained a 100% compliance with HSE legislation. And our injury frequency rate (the number of injuries per 100,000 hours worked) has remained low throughout the RIIO-T1 period.
Reliability: delivering long-term reliability, minimising the number and duration of interruptions
We’ve maintained very high levels of reliability and availability for our customers to input and offtake gas from our system, whenever they want to.
We know we need to do more to manage constraints (where gas is restricted from flowing between two points). However, we’ve continually reduced the number of maintenance days requested over the RIIO-T1 period. This makes sure our customers can continue to supply gas to their own customers.
Environmental impact: playing our role in achieving broader environmental objectives
Minimising the impact our business has on the environment is important to us, and to our stakeholders.
A large part of our carbon footprint is made up of our gas-powered compressors, which move gas from entry point to where it’s needed. Changing supply patterns have led to increasing emissions in recent years.
We’ve responded by investing in low emissions technology to meet customers' use of the network. We’re working hard to make sure we comply with the latest emissions legislation.
Customer and stakeholder satisfaction
We’re measured on customer and stakeholder satisfaction through annual surveys. The incentive limits we can earn are (+ / -) 1 per cent of our annual allowed revenue. Our satisfaction scores have improved since the start of RIIO-T1, although we had a slight reduction in 2017/18.
Our customers and stakeholders have remained a key priority. As part of our customer transformation programme, we’ve used feedback to create detailed action plans to help us improve even further.
Connecting customers quickly and efficiently
We continue to improve the customers’ connections service we offer both in terms of the products and charging structures. We’re progressing well with our Network Innovation Competition (NIC) funded Customer Low Cost Connections (CLoCC) project, which aims to reduce the time and cost to connect.
In addition, we have met all requirements associated with connection and capacity requests submitted by our customers, except in one case where we agreed a delay of two days with a customer.
Stakeholder Engagement Incentive Submission
You can read or download customer and stakeholder satisfaction and engagement results by clicking on the relevant link below.
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Our performance summary
Performance summary documents
You can read or download our performance summary documents by clicking on the relevant link below.
2019/20
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2018/19
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