If you smell gas or are worried about gas safety, call 0800 111 999 at any time of the day or night. Read more

Press Office
0113 322 7950

Out of hours: 0113 322 7978

Stakeholder Relations Team

stakeholder@northerngas.co.uk

Smell Gas?
0800 111 999
Day or night
Non-emergency calls
Customer Care Team
0800 040 7766

Northern Gas Networks (NGN), the gas distributor for the North of England, has been officially recognised for its commitment to supporting vulnerable customers.

BSI, the business standards and improvement company, has awarded NGN the prestigious Inclusive Service Kitemark in recognition of its inclusive and flexible approach to customer service.

The decision comes after an intensive two part two-part assessment and a programme of ongoing surveillance against the ISO Standard 22458 ‘Consumer vulnerability – Requirements and guidelines for the design and delivery of inclusive service’.

NGN’s Customer Experience Director Eileen Brown said: “We’ve held held BSI 18477 since 2018, so that stood us in very good stead for the transition to the international standard and Kitemark.

“We take great pride in making every contact count with our customers and always aim to deliver more than expected, whilst continually looking to improve. The award of this Kitemark, is testament to the teamwork and ethos that runs through the business, when it comes to supporting our customers, in particular, those who require extra help.”

ISO Standard 22458 covers topics such as the identification of customer vulnerability, inclusive design of products and services are covered, as well as the adoption of AI (artificial intelligence) and data collection, protection and sharing to ensure that organizations are creating an inclusive service for all.

The Kitemark has industry specific requirements which have tested the organizations’ processes with evidence they are meeting performance metrics in these areas. It provides a framework to help organizations and their employees understand the underlying factors involved in consumer vulnerability, and work to develop processes, implement services, collaborate with partners and look at new innovations to help overcome this challenge and any future challenges they may face.

Additionally, the Kitemark aligns with regulators including Ofgem, Ofwat FCA, United Regulators NI and their strategies which are driving organizations to do more to safeguard customers in vulnerable situations.