Important information: Potential delay to your meter installation

Between 19 May and 6 June, it may take longer than usual to arrange the meter installation with your gas supplier. This is because of an Ofgem initiative to replace the IT systems used across the UK gas market. It involves all gas suppliers and will ultimately make it easier for you to switch supplier and/or get a smart meter. You can find more information about Project Nexus on Ofgem’s website.

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Making the right connection

New buildings, or properties which have undergone extensions or alterations, often require a new gas connection.

We make around 7,000 gas connections or meter alterations each year. These are commercial transactions, and customers expect a speedy, professional service.

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In 2015/16, our connections service took the top spot in Ofgem’s league table, with a customer satisfaction score of 9.1 out of 10.

We introduced new initiatives to make life easier for our customers such as a faster, smarter online payments service and same day service pipe alterations, in which we turn around jobs with less than 24 hours’ notice.

There’s still more we can do to delight our customers, however, such as reducing call waiting times and enhancing our online service.


Outputs – a detailed look

This table takes a detailed look at our customer performance in 2015/16. Simply click the plus arrow to read a brief commentary on what the statistic means, and how we did.

Output Target 2013/2014 Performance 2014/2015 Performance 2015/2016 Performance Status
% of connection jobs substantially completed on date agreed with customer 95% 97.2% 98.6% 98.4% Ahead

Hitting our completion targets is really important for customers, especially as any delays to our work can have knock-on consequences for the customer’s wider project (e.g. a building extension or new build). We significantly outperformed a challenging 95% target in 2015/16.

% of commencement and completion dates for connections above 275 kwh provided within 20 days 100% (for connections above 275kwh) 100% 98.5% 97.6% Behind

We know that our customers have busy lives and that a new connection is often just one part of a wider project, so it’s important that we give as much notice as possible about when the work is due to start and finish so that customers can plan around the wider project. We strive to do this 100% of the time and just missed our target for connections above 275kwh – reflecting the challenging nature of these projects.

% of commencement and completion dates for connections below 275kwh provided within 20 days 99.6% (for connections below 275kwh) 99.3% 99.8% 100% Ahead

We know that our customers have busy lives and that a new connection is often just one part of a wider project, so it’s important that we give as much notice as possible about when a new connection is due to start and finish so that customers can plan around the wider project. We exceeded our annual target for connections below 275kwh.

% of standard quotations issued in 6 working days 99.6% 99.5% 99.7% 99.8% Ahead

As private connections are commercial transactions, we quote for each and every job. A speedy turnaround for quotes is important, especially as the gas connection is usually just one element of a wider project, such as a building extension. Delays from us can affect the whole timetable. Despite setting ourselves demanding turnaround times, we managed to exceed our 99.6% target in 2015/16.

% of non-standard connection quotes below 275kwh issued in 11 working days 99.6% 99.5% 99.6% 99.8% On target

A ‘non-standard’ connection often means a complex job, requiring significant research before we can provide an accurate quote. We hit our annual target in 2015/16.

% of non-standard connection quotes above 275kwh issued in 21 working days 99.6% 97.5% 98.7% 100% Ahead

A ‘non-standard’ connection often means a complex job, requiring significant groundwork before we can provide an accurate quote. We exceeded our target of 99.6%, an excellent performance.

% of land enquiries where response sent within 5 working days 99.6% 99.5% 99.6% 100% Ahead

We carry out enquiries and conduct surveys to understand the possibilities and constraints around connecting a property on private land to the gas network. Although these scenarios aren’t always straightforward we responded promptly to our customers and beat our 99.6% target.

The future

There’s lots more to come over the next 12 months offering even more convenience for our customers.

We’ll also continue benchmarking our performance against challenging new European standards (known as the Council of European Energy Regulators) – which will require us and our fellow gas distributors to up our game even further.