Code of Practice

Our Gas Transporter Customer Standards of Service 2010 outlines the standards of service you can expect from Northern Gas Networks. This code also sets out when and how you might expect to be contacted by Northern Gas Networks and how you can get in touch with us to enquire or complain about any service we provide. It also details the steps Northern Gas Networks takes to ensure that only properly trained, Northern Gas Networks staff or contractors make visits to your home and the special services available for customers who are blind, partially sighted, deaf or hearing impaired.

Northern Gas Networks is required to meet Guaranteed and Licence Standards of Performance which been set by the Industry regulator Ofgem (Office of Gas and Electricity Markets). Under the Guaranteed Standards (GS) if we fail to meet these standards you are entitled to receive a payment. Ofgem also set the Overall Standards (OS), which establish minimum service levels in key areas. Further details can be found in the Notice of Rights leaflet produced on behalf of all gas transporters.