Customers expect a reliable gas service, with few interruptions to supply. They also expect us to deliver network improvements in an efficient and considerate way, by minimising problems for motorists, local residents and businesses.
New technology, such as microphones we can send down pipes to listen for leaks, and giant road coring machines which reduce the size and number of holes we need to dig, helped to speed up jobs and save money in 2015/16.
We also improved our quality assurance processes, by beaming photos and video back to base for review by managers, and introducing a new quality control system for every pipe we weld.
There were challenges, however. The number of interruptions to our customers’ gas supplies due to planned work on the network was higher than we had targeted for the year. This was partly due to an increase in the number of service pipe renewals in 2015/16. On the plus side, we did manage to get these customers back on gas speedily, beating targets for gas restoration.
Unfortunately, there are some things we can’t control. A combination of atrocious weather and third party damage in 2015 took a toll on our network – increasing the number of unplanned interruptions to supply. Our teams worked round the clock to deal with these issues, and our customers were brilliantly understanding.