Standards of Service
Northern Gas Networks is committed to delivering high standards of service to customers.
The industry regulator (Ofgem) sets guaranteed standards of performance for all gas transporters, including Northern Gas Networks. The standards cover supply restoration, reinstatement following work at your premises, provision of alternative heating and cooking for priority domestic customers and the provision of various services associated with providing a gas connection to your property. If we fail to meet these standards you are entitled to receive a payment.
The regulator also sets overall standards of performance where we are required to meet a minimum percentage service level which is measured on an annual basis. Overall standards cover response to telephone calls made to the National Gas Emergency Service, notifying you of any planned interruptions to your gas supply, informing you of the expected restoration programme during unplanned interruptions, responding to complaints and responding to gas emergencies.
Full details of both guaranteed and licence standards of service can be found by downloading the following document: Gas Transportation Customer Standards Of Service 2011.
Download our document detailing services for Vulnerable Domestic Customers & Arrangements for Access to Premises.
Download our Complaint Procedure.
If at any time you have any query or complaint regarding our standard of service please contact our customer services section on 0845 6340508 or write to:
Northern Gas Networks
Customer Services Section
1st Floor
1 Emperor Way
Doxford International Business Park
Sunderland
SR3 3XR
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