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.
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.