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Press Office
0113 322 7950

Out of hours: 0113 322 7978

Stakeholder Relations Team

stakeholder@northerngas.co.uk

Standards of service

Customers suffer an interruption to their gas supply once in every 40 years, on average, and when things to go wrong, we put them right quickly and efficiently.

We’re measured against a range of criteria including the quality of our reinstatement work, the speed of our response to gas emergencies and how quickly we resolve a complaint. Our payments are linked directly to our performance so we have to deliver consistently high standards or face penalties.

Did you know?

Since our formation in 2005, we’ve consistently been named by the energy regulator Ofgem as¬†the most cost efficient of the UK’s eight Gas Distribution Networks (GDNs).

Looking for more?

How we’re regulated

Known as RIIO (Revenue = Incentives + Innovation + Outputs), the contract requires us to meet stretching performacne targets, with financial incentives for good performance, or penalties for falling short.

To find out more about how our performance is measured by Ofgem, click here. To find out more about how the energy networks work and Ofgem’s role, take a look at this useful video.

Ofgem’s criteria

Every year, we’re measured against 51 separate criteria, covering safety, reliability, customer service,¬†environment, gas connections and social obligations. It’s a rigorous process that keeps us on our toes, and ensure our customers receive a great service.