Case studies

We’re always looking for new ways to make life as easy as possible for our customers and we have a number of projects on the go to help do just that.

Payments at the click of a mouse

We now provide an online payments service for private pipe connections and alterations.

Customers can retrieve a quotation on line, accept terms and conditions, make a payment and request a start date – all in one simple transaction.

When setting up the service, we took the opportunity to review all our connections quotation letters and terms and conditions to get rid of the jargon and make things easy to understand.

The online service has improved the whole experience for both customers and our back office administrators.
33% of our connections customers in 2015/16 chose to use this service.

Same day connections

Customers often need a new service connection during a building project, such as an extension.

With so much to think about, the service pipe can sometimes be overlooked until the last minute – threatening to derail the most carefully laid plans!

Where practical, we now offer a same day connection service for urgent projects. Customers love this service, as it allows them to keep their project on track.

Benchmarking against tougher standards

We’ve begun benchmarking our connections performance against tougher European standards.

The new standards are driven by CEER – the Council of European Energy Regulators. CEER has made 16 recommendations covering a wide range of different service areas, including connections, disconnections, planned energy interruptions and customer communications.

The new standards are not due to take effect in the UK until 2020, but measuring ourselves against them now is helping us to raise our game.

For example, we now provide a 24 hour turnaround for domestic service pipe disconnections – a CEER requirement. This is great news for customers, as it means a building project doesn’t incur lengthy delays if contractors forget about the gas pipe!