£18 million
For great customer service. We exceeded all our customer satisfaction targets for the regulatory period from 2013 to 2021, and handled complaints speedily and efficiently. We were awarded £2.2 million for our performance in 2020/21 to reinvest in our business and deliver further benefits for our customers.
£39.1 million
For beating our pipe leakage targets from 2013 – 2021.
Beating the leaks is important for a smooth, safe service, and also prevents the build-up of harmful greenhouse gases. We were awarded £4.8 million for doing just that in 2020/21.
£11 million
For meeting our customers’ demands for gas, all year round – ensuring a reliable supply with few interruptions. We were awarded £11 million for the regulatory period from 2013 – 2021.
£9.2 million
For our work with stakeholders to deliver shared goals.
This award was made by Ofgem in recognition of our stakeholder engagement activities from 2013 – 2021. We were awarded £1.4 million for our activities in the final year of RIIO GD1.
Zero penalties
By meeting our exceeding all our key regulatory targets, we incurred no financial penalties in RIIO GD1.
