Our performance

Read about our performance to find out how we’re delivering on our commitments to our customers. Here you can take a detailed look at our performance for the regulatory periods known as RIIO-GD1 (2013 – 2021) and RIIO-GD2 (2021-2026)

You’ll find a brief commentary on what each regulatory output means and how we performed against our targets.

RIIO GD2 RIIO GD1

RIIO-GD1 (2013 – 2021)

Here you can take a detailed look at our performance since the start of the regulatory period known as RIIO-GD1 (2013 – 2021).

You’ll find a brief commentary on what each regulatory output means and how we performed against our targets.

Keeping our network safe and sound

As the region’s gas network operator, safety is paramount in everything we do. Keeping our customers and colleagues safe and sound is our overriding priority and we’re constantly investing in our network to make it safer and less prone to leaks.

Year: 2013/14

Emergency Response

	Summary	Target	Actual
Amount of uncontrolled gas escapes attended within 1 hour	Our engineers need to get out quickly to gas escapes, and we were always comfortably ahead of our statutory response times when it came to responding to urgent escapes	97%	99.85%
Amount of controlled gas escapes within 2 hours	Some gas escapes can be responded to within a two hour window, where the risk to the customer is deemed lower. We were always comfortably ahead of our targets for the year throughout RIIO GD1.	97%	99.97%

Repair

	Summary	Target	Actual
Annual risk	We work out a total risk score for all pipes which require a repair. The score is based on a wide range of criteria, and is helpful in allowing us to prioritise our repair work. Our focus on repairing more challenging pipes during the pandemic helped us to comfortably beat our risk target in the final year of RIIO GD1, consistent with our outperformance every year since 2013.	<34.5m	34.4m
Amount of repairs completed within 12 hours	This refers to emergency repairs on our network. We were comfortably ahead of our target throughout RIIO GD1.	62.50%	62.3%

Mains replacement

	Summary	Target	Actual
Risk removed (incidents/year* 10-6)	Every metal pipe is given a risk score, based on factors such as the number of gas escapes. The overall ‘risk removed’ figure therefore gives a snapshot of our progress in making the network safer. Good news – we were ahead of target in 2020/21 and consistently year on year throughout RIIO GD1, exceeding our eight year target of 111,192, by 97%.	13,898	43,119
Number of gas escapes in building events	A measure of the number of gas escapes which resulted in gas finding its way into a building – presenting a potential safety risk to customers. There were 49 instances of gas in buildings in the final year of RIIO GD1 and we’re continuing to work to reduce this number further.	144	56
Number of fractures or corrosion failures	Old metal pipes are subject to fractures or corrosion. We’re gradually replacing them with new plastic pipes to reduce these types of failure, and comfortably beat our annual target year on year throughout RIIO GD1.	2,742	815
Length of main taken 'off risk' (funded)	Replacing old metal pipes with modern plastic ones dramatically reduces the risk of gas escapes. We replaced 3,886 km of old metal pipes during RIIO GD1, just shy of our 3,975 km target. This was due to some of our essential work being paused due to the Covid-19 pandemic, however we’re making up the shortfall in RIIO GD2.	448 km	483.6km
Length of main taken 'off risk' (customer driven)	This refers to the length of old pipes replaced while carrying out work at a customer’s request, such as diverting a pipe. We cannot influence this output, given it is customer driven, and were behind target throughout RIIO GD1. Lots of disparate factors can influence this statistic, such as the health of the economy. More prosperity means customers invest more in property (e.g. building extensions or new builds) – and that means more private pipes get replaced.	15.4km	1.8km
Number of non-PE services replaced	Service pipes are the connecting pipes which link a customer’s home or business to the gas mains in the street. We made a decision to focus this activity where it delivered most value for our customers and upgrade service pipes as part of planned work to modernise our network, rather than carrying out bulk service renewals that might not add value for our customers. The Covid-19 pandemic saw a further fall in the number of service pipes replaced while we had limited access to customers homes.	30,932	29,305
Asset health and risk metrics	We are constantly assessing the overall health of our assets (pipes and associated equipment) and the level of risk to inform how and where we invest in the future.	Phased plan	On track

Major accident hazard protection

	Summary	Target	Actual
Compliance with the Control of Major Accident Hazard regulations (number of breaches)	We are required to show that we have fully complied with these essential Health and Safety Executive regulations, by, for example, having a major accident prevention policy in place.	Zero	-
Compliance with the Gas Safety Management Regulations (number of breaches)	We are required to show that we have fully complied with these essential Health and Safety Executive regulations.	Zero	-
Sub-deduct network 'off risk'by the end of RIIO	Sub-deduct networks are parts of the gas network where ownership and responsibility are unclear – presenting a potential safety risk. Through re-engineering these networks, or establishing third party acceptance of responsibility, we have now taken all sites off-risk.	136	9

Year: 2014/15

Emergency Response

	Summary	Target	Actual
Amount of uncontrolled gas escapes attended within 1 hour	Our engineers need to get out quickly to gas escapes, and we were always comfortably ahead of our statutory response times when it came to responding to urgent escapes	97%	99.85%
Amount of controlled gas escapes within 2 hours	Some gas escapes can be responded to within a two hour window, where the risk to the customer is deemed lower. We were always comfortably ahead of our targets for the year throughout RIIO GD1.	97%	99.99%

Repair

	Summary	Target	Actual
Annual risk	We work out a total risk score for all pipes which require a repair. The score is based on a wide range of criteria, and is helpful in allowing us to prioritise our repair work. Our focus on repairing more challenging pipes during the pandemic helped us to comfortably beat our risk target in the final year of RIIO GD1, consistent with our outperformance every year since 2013.	<34.5m	24.8m
Amount of repairs completed within 12 hours	This refers to emergency repairs on our network. We were comfortably ahead of our target throughout RIIO GD1.	62.50%	62.9%

Mains replacement

	Summary	Target	Actual
Risk removed (incidents/year* 10-6)	Every metal pipe is given a risk score, based on factors such as the number of gas escapes. The overall ‘risk removed’ figure therefore gives a snapshot of our progress in making the network safer. Good news – we were ahead of target in 2020/21 and consistently year on year throughout RIIO GD1, exceeding our eight year target of 111,192, by 97%.	13,898	41,2123
Number of gas escapes in building events	A measure of the number of gas escapes which resulted in gas finding its way into a building – presenting a potential safety risk to customers. There were 49 instances of gas in buildings in the final year of RIIO GD1 and we’re continuing to work to reduce this number further.	144	77
Number of fractures or corrosion failures	Old metal pipes are subject to fractures or corrosion. We’re gradually replacing them with new plastic pipes to reduce these types of failure, and comfortably beat our annual target year on year throughout RIIO GD1.	2,742	883
Length of main taken 'off risk' (funded)	Replacing old metal pipes with modern plastic ones dramatically reduces the risk of gas escapes. We replaced 3,886 km of old metal pipes during RIIO GD1, just shy of our 3,975 km target. This was due to some of our essential work being paused due to the Covid-19 pandemic, however we’re making up the shortfall in RIIO GD2.	448 km	519.4km
Length of main taken 'off risk' (customer driven)	This refers to the length of old pipes replaced while carrying out work at a customer’s request, such as diverting a pipe. We cannot influence this output, given it is customer driven, and were behind target throughout RIIO GD1. Lots of disparate factors can influence this statistic, such as the health of the economy. More prosperity means customers invest more in property (e.g. building extensions or new builds) – and that means more private pipes get replaced.	15.4km	2.1km
Number of non-PE services replaced	Service pipes are the connecting pipes which link a customer’s home or business to the gas mains in the street. We made a decision to focus this activity where it delivered most value for our customers and upgrade service pipes as part of planned work to modernise our network, rather than carrying out bulk service renewals that might not add value for our customers. The Covid-19 pandemic saw a further fall in the number of service pipes replaced while we had limited access to customers homes.	30,932	29,609
Asset health and risk metrics	We are constantly assessing the overall health of our assets (pipes and associated equipment) and the level of risk to inform how and where we invest in the future.	Phased plan	On track

Major accident hazard protection

	Summary	Target	Actual
Compliance with the Control of Major Accident Hazard regulations (number of breaches)	We are required to show that we have fully complied with these essential Health and Safety Executive regulations, by, for example, having a major accident prevention policy in place.	Zero	-
Compliance with the Gas Safety Management Regulations (number of breaches)	We are required to show that we have fully complied with these essential Health and Safety Executive regulations.	Zero	-
Sub-deduct network 'off risk'by the end of RIIO	Sub-deduct networks are parts of the gas network where ownership and responsibility are unclear – presenting a potential safety risk. Through re-engineering these networks, or establishing third party acceptance of responsibility, we have now taken all sites off-risk.	136	69

Year: 2015/16

Emergency Response

	Summary	Target	Actual
Amount of uncontrolled gas escapes attended within 1 hour	Our engineers need to get out quickly to gas escapes, and we were always comfortably ahead of our statutory response times when it came to responding to urgent escapes	97%	99.76%
Amount of controlled gas escapes within 2 hours	Some gas escapes can be responded to within a two hour window, where the risk to the customer is deemed lower. We were always comfortably ahead of our targets for the year throughout RIIO GD1.	97%	99.96%

Repair

	Summary	Target	Actual
Annual risk	We work out a total risk score for all pipes which require a repair. The score is based on a wide range of criteria, and is helpful in allowing us to prioritise our repair work. Our focus on repairing more challenging pipes during the pandemic helped us to comfortably beat our risk target in the final year of RIIO GD1, consistent with our outperformance every year since 2013.	<34.5m	18.6m
Amount of repairs completed within 12 hours	This refers to emergency repairs on our network. We were comfortably ahead of our target throughout RIIO GD1.	62.50%	64.4%

Mains replacement

	Summary	Target	Actual
Risk removed (incidents/year* 10-6)	Every metal pipe is given a risk score, based on factors such as the number of gas escapes. The overall ‘risk removed’ figure therefore gives a snapshot of our progress in making the network safer. Good news – we were ahead of target in 2020/21 and consistently year on year throughout RIIO GD1, exceeding our eight year target of 111,192, by 97%.	13,898	29,893
Number of gas escapes in building events	A measure of the number of gas escapes which resulted in gas finding its way into a building – presenting a potential safety risk to customers. There were 49 instances of gas in buildings in the final year of RIIO GD1 and we’re continuing to work to reduce this number further.	144	58
Number of fractures or corrosion failures	Old metal pipes are subject to fractures or corrosion. We’re gradually replacing them with new plastic pipes to reduce these types of failure, and comfortably beat our annual target year on year throughout RIIO GD1.	2,742	685
Length of main taken 'off risk' (funded)	Replacing old metal pipes with modern plastic ones dramatically reduces the risk of gas escapes. We replaced 3,886 km of old metal pipes during RIIO GD1, just shy of our 3,975 km target. This was due to some of our essential work being paused due to the Covid-19 pandemic, however we’re making up the shortfall in RIIO GD2.	448 km	461.3km
Length of main taken 'off risk' (customer driven)	This refers to the length of old pipes replaced while carrying out work at a customer’s request, such as diverting a pipe. We cannot influence this output, given it is customer driven, and were behind target throughout RIIO GD1. Lots of disparate factors can influence this statistic, such as the health of the economy. More prosperity means customers invest more in property (e.g. building extensions or new builds) – and that means more private pipes get replaced.	15.4km	2.9km
Number of non-PE services replaced	Service pipes are the connecting pipes which link a customer’s home or business to the gas mains in the street. We made a decision to focus this activity where it delivered most value for our customers and upgrade service pipes as part of planned work to modernise our network, rather than carrying out bulk service renewals that might not add value for our customers. The Covid-19 pandemic saw a further fall in the number of service pipes replaced while we had limited access to customers homes.	30,932	27,579
Asset health and risk metrics	We are constantly assessing the overall health of our assets (pipes and associated equipment) and the level of risk to inform how and where we invest in the future.	Phased plan	On track

Major accident hazard protection

	Summary	Target	Actual
Compliance with the Control of Major Accident Hazard regulations (number of breaches)	We are required to show that we have fully complied with these essential Health and Safety Executive regulations, by, for example, having a major accident prevention policy in place.	Zero	-
Compliance with the Gas Safety Management Regulations (number of breaches)	We are required to show that we have fully complied with these essential Health and Safety Executive regulations.	Zero	-
Sub-deduct network 'off risk'by the end of RIIO	Sub-deduct networks are parts of the gas network where ownership and responsibility are unclear – presenting a potential safety risk. Through re-engineering these networks, or establishing third party acceptance of responsibility, we have now taken all sites off-risk.	136	34

Year: 2016/17

Emergency Response

	Summary	Target	Actual
Amount of uncontrolled gas escapes attended within 1 hour	Our engineers need to get out quickly to gas escapes, and we were always comfortably ahead of our statutory response times when it came to responding to urgent escapes	97%	99.76%
Amount of controlled gas escapes within 2 hours	Some gas escapes can be responded to within a two hour window, where the risk to the customer is deemed lower. We were always comfortably ahead of our targets for the year throughout RIIO GD1.	97%	99.97%

Repair

	Summary	Target	Actual
Annual risk	We work out a total risk score for all pipes which require a repair. The score is based on a wide range of criteria, and is helpful in allowing us to prioritise our repair work. Our focus on repairing more challenging pipes during the pandemic helped us to comfortably beat our risk target in the final year of RIIO GD1, consistent with our outperformance every year since 2013.	<34.5m	17.4m
Amount of repairs completed within 12 hours	This refers to emergency repairs on our network. We were comfortably ahead of our target throughout RIIO GD1.	62.50%	62.3%

Mains replacement

	Summary	Target	Actual
Risk removed (incidents/year* 10-6)	Every metal pipe is given a risk score, based on factors such as the number of gas escapes. The overall ‘risk removed’ figure therefore gives a snapshot of our progress in making the network safer. Good news – we were ahead of target in 2020/21 and consistently year on year throughout RIIO GD1, exceeding our eight year target of 111,192, by 97%.	13,898	26,727
Number of gas escapes in building events	A measure of the number of gas escapes which resulted in gas finding its way into a building – presenting a potential safety risk to customers. There were 49 instances of gas in buildings in the final year of RIIO GD1 and we’re continuing to work to reduce this number further.	144	52
Number of fractures or corrosion failures	Old metal pipes are subject to fractures or corrosion. We’re gradually replacing them with new plastic pipes to reduce these types of failure, and comfortably beat our annual target year on year throughout RIIO GD1.	2,742	683
Length of main taken 'off risk' (funded)	Replacing old metal pipes with modern plastic ones dramatically reduces the risk of gas escapes. We replaced 3,886 km of old metal pipes during RIIO GD1, just shy of our 3,975 km target. This was due to some of our essential work being paused due to the Covid-19 pandemic, however we’re making up the shortfall in RIIO GD2.	448 km	473.6km
Length of main taken 'off risk' (customer driven)	This refers to the length of old pipes replaced while carrying out work at a customer’s request, such as diverting a pipe. We cannot influence this output, given it is customer driven, and were behind target throughout RIIO GD1. Lots of disparate factors can influence this statistic, such as the health of the economy. More prosperity means customers invest more in property (e.g. building extensions or new builds) – and that means more private pipes get replaced.	15.4km	1.9km
Number of non-PE services replaced	Service pipes are the connecting pipes which link a customer’s home or business to the gas mains in the street. We made a decision to focus this activity where it delivered most value for our customers and upgrade service pipes as part of planned work to modernise our network, rather than carrying out bulk service renewals that might not add value for our customers. The Covid-19 pandemic saw a further fall in the number of service pipes replaced while we had limited access to customers homes.	30,932	29,275
Asset health and risk metrics	We are constantly assessing the overall health of our assets (pipes and associated equipment) and the level of risk to inform how and where we invest in the future.	Phased plan	On track

Major accident hazard protection

	Summary	Target	Actual
Compliance with the Control of Major Accident Hazard regulations (number of breaches)	We are required to show that we have fully complied with these essential Health and Safety Executive regulations, by, for example, having a major accident prevention policy in place.	Zero	-
Compliance with the Gas Safety Management Regulations (number of breaches)	We are required to show that we have fully complied with these essential Health and Safety Executive regulations.	Zero	-
Sub-deduct network 'off risk'by the end of RIIO	Sub-deduct networks are parts of the gas network where ownership and responsibility are unclear – presenting a potential safety risk. Through re-engineering these networks, or establishing third party acceptance of responsibility, we have now taken all sites off-risk.	136	9

Year: 2017/18

Emergency Response

	Summary	Target	Actual
Amount of uncontrolled gas escapes attended within 1 hour	Our engineers need to get out quickly to gas escapes, and we were always comfortably ahead of our statutory response times when it came to responding to urgent escapes	97%	99.61%
Amount of controlled gas escapes within 2 hours	Some gas escapes can be responded to within a two hour window, where the risk to the customer is deemed lower. We were always comfortably ahead of our targets for the year throughout RIIO GD1.	97%	99.72%

Repair

	Summary	Target	Actual
Annual risk	We work out a total risk score for all pipes which require a repair. The score is based on a wide range of criteria, and is helpful in allowing us to prioritise our repair work. Our focus on repairing more challenging pipes during the pandemic helped us to comfortably beat our risk target in the final year of RIIO GD1, consistent with our outperformance every year since 2013.	<34.5m	19.3m
Amount of repairs completed within 12 hours	This refers to emergency repairs on our network. We were comfortably ahead of our target throughout RIIO GD1.	62.50%	66.1%

Mains replacement

	Summary	Target	Actual
Risk removed (incidents/year* 10-6)	Every metal pipe is given a risk score, based on factors such as the number of gas escapes. The overall ‘risk removed’ figure therefore gives a snapshot of our progress in making the network safer. Good news – we were ahead of target in 2020/21 and consistently year on year throughout RIIO GD1, exceeding our eight year target of 111,192, by 97%.	13,898	23,439
Number of gas escapes in building events	A measure of the number of gas escapes which resulted in gas finding its way into a building – presenting a potential safety risk to customers. There were 49 instances of gas in buildings in the final year of RIIO GD1 and we’re continuing to work to reduce this number further.	144	64
Number of fractures or corrosion failures	Old metal pipes are subject to fractures or corrosion. We’re gradually replacing them with new plastic pipes to reduce these types of failure, and comfortably beat our annual target year on year throughout RIIO GD1.	2,742	689
Length of main taken 'off risk' (funded)	Replacing old metal pipes with modern plastic ones dramatically reduces the risk of gas escapes. We replaced 3,886 km of old metal pipes during RIIO GD1, just shy of our 3,975 km target. This was due to some of our essential work being paused due to the Covid-19 pandemic, however we’re making up the shortfall in RIIO GD2.	448 km	514.4km
Length of main taken 'off risk' (customer driven)	This refers to the length of old pipes replaced while carrying out work at a customer’s request, such as diverting a pipe. We cannot influence this output, given it is customer driven, and were behind target throughout RIIO GD1. Lots of disparate factors can influence this statistic, such as the health of the economy. More prosperity means customers invest more in property (e.g. building extensions or new builds) – and that means more private pipes get replaced.	15.4km	2.0km
Number of non-PE services replaced	Service pipes are the connecting pipes which link a customer’s home or business to the gas mains in the street. We made a decision to focus this activity where it delivered most value for our customers and upgrade service pipes as part of planned work to modernise our network, rather than carrying out bulk service renewals that might not add value for our customers. The Covid-19 pandemic saw a further fall in the number of service pipes replaced while we had limited access to customers homes.	30,932	29,906
Asset health and risk metrics	We are constantly assessing the overall health of our assets (pipes and associated equipment) and the level of risk to inform how and where we invest in the future.	Phased plan	On track

Major accident hazard protection

	Summary	Target	Actual
Compliance with the Control of Major Accident Hazard regulations (number of breaches)	We are required to show that we have fully complied with these essential Health and Safety Executive regulations, by, for example, having a major accident prevention policy in place.	Zero	-
Compliance with the Gas Safety Management Regulations (number of breaches)	We are required to show that we have fully complied with these essential Health and Safety Executive regulations.	Zero	-
Sub-deduct network 'off risk'by the end of RIIO	Sub-deduct networks are parts of the gas network where ownership and responsibility are unclear – presenting a potential safety risk. Through re-engineering these networks, or establishing third party acceptance of responsibility, we have now taken all sites off-risk.	136	-

Year: 2018/19

Emergency Response

	Summary	Target	Actual
Amount of uncontrolled gas escapes attended within 1 hour	Our engineers need to get out quickly to gas escapes, and we were always comfortably ahead of our statutory response times when it came to responding to urgent escapes	97%	99.75%
Amount of controlled gas escapes within 2 hours	Some gas escapes can be responded to within a two hour window, where the risk to the customer is deemed lower. We were always comfortably ahead of our targets for the year throughout RIIO GD1.	97%	99.94%

Repair

	Summary	Target	Actual
Annual risk	We work out a total risk score for all pipes which require a repair. The score is based on a wide range of criteria, and is helpful in allowing us to prioritise our repair work. Our focus on repairing more challenging pipes during the pandemic helped us to comfortably beat our risk target in the final year of RIIO GD1, consistent with our outperformance every year since 2013.	<34.5m	23.6m
Amount of repairs completed within 12 hours	This refers to emergency repairs on our network. We were comfortably ahead of our target throughout RIIO GD1.	62.50%	68.4%

Mains replacement

	Summary	Target	Actual
Risk removed (incidents/year* 10-6)	Every metal pipe is given a risk score, based on factors such as the number of gas escapes. The overall ‘risk removed’ figure therefore gives a snapshot of our progress in making the network safer. Good news – we were ahead of target in 2020/21 and consistently year on year throughout RIIO GD1, exceeding our eight year target of 111,192, by 97%.	13,898	19,590
Number of gas escapes in building events	A measure of the number of gas escapes which resulted in gas finding its way into a building – presenting a potential safety risk to customers. There were 49 instances of gas in buildings in the final year of RIIO GD1 and we’re continuing to work to reduce this number further.	144	53
Number of fractures or corrosion failures	Old metal pipes are subject to fractures or corrosion. We’re gradually replacing them with new plastic pipes to reduce these types of failure, and comfortably beat our annual target year on year throughout RIIO GD1.	2,742	678
Length of main taken 'off risk' (funded)	Replacing old metal pipes with modern plastic ones dramatically reduces the risk of gas escapes. We replaced 3,886 km of old metal pipes during RIIO GD1, just shy of our 3,975 km target. This was due to some of our essential work being paused due to the Covid-19 pandemic, however we’re making up the shortfall in RIIO GD2.	448 km	522.96km
Length of main taken 'off risk' (customer driven)	This refers to the length of old pipes replaced while carrying out work at a customer’s request, such as diverting a pipe. We cannot influence this output, given it is customer driven, and were behind target throughout RIIO GD1. Lots of disparate factors can influence this statistic, such as the health of the economy. More prosperity means customers invest more in property (e.g. building extensions or new builds) – and that means more private pipes get replaced.	15.4km	2.2km
Number of non-PE services replaced	Service pipes are the connecting pipes which link a customer’s home or business to the gas mains in the street. We made a decision to focus this activity where it delivered most value for our customers and upgrade service pipes as part of planned work to modernise our network, rather than carrying out bulk service renewals that might not add value for our customers. The Covid-19 pandemic saw a further fall in the number of service pipes replaced while we had limited access to customers homes.	30,932	30,984
Asset health and risk metrics	We are constantly assessing the overall health of our assets (pipes and associated equipment) and the level of risk to inform how and where we invest in the future.	Phased plan	On track

Major accident hazard protection

	Summary	Target	Actual
Compliance with the Control of Major Accident Hazard regulations (number of breaches)	We are required to show that we have fully complied with these essential Health and Safety Executive regulations, by, for example, having a major accident prevention policy in place.	Zero	-
Compliance with the Gas Safety Management Regulations (number of breaches)	We are required to show that we have fully complied with these essential Health and Safety Executive regulations.	Zero	-
Sub-deduct network 'off risk'by the end of RIIO	Sub-deduct networks are parts of the gas network where ownership and responsibility are unclear – presenting a potential safety risk. Through re-engineering these networks, or establishing third party acceptance of responsibility, we have now taken all sites off-risk.	136	2

Year: 2019/20

Emergency Response

	Summary	Target	Actual
Amount of uncontrolled gas escapes attended within 1 hour	Our engineers need to get out quickly to gas escapes, and we were always comfortably ahead of our statutory response times when it came to responding to urgent escapes	97%	99.83%
Amount of controlled gas escapes within 2 hours	Some gas escapes can be responded to within a two hour window, where the risk to the customer is deemed lower. We were always comfortably ahead of our targets for the year throughout RIIO GD1.	97%	99.29%

Repair

	Summary	Target	Actual
Annual risk	We work out a total risk score for all pipes which require a repair. The score is based on a wide range of criteria, and is helpful in allowing us to prioritise our repair work. Our focus on repairing more challenging pipes during the pandemic helped us to comfortably beat our risk target in the final year of RIIO GD1, consistent with our outperformance every year since 2013.	<34.5m	23.0m
Amount of repairs completed within 12 hours	This refers to emergency repairs on our network. We were comfortably ahead of our target throughout RIIO GD1.	62.50%	64.3%

Mains replacement

	Summary	Target	Actual
Risk removed (incidents/year* 10-6)	Every metal pipe is given a risk score, based on factors such as the number of gas escapes. The overall ‘risk removed’ figure therefore gives a snapshot of our progress in making the network safer. Good news – we were ahead of target in 2020/21 and consistently year on year throughout RIIO GD1, exceeding our eight year target of 111,192, by 97%.	13,898	20,268
Number of gas escapes in building events	A measure of the number of gas escapes which resulted in gas finding its way into a building – presenting a potential safety risk to customers. There were 49 instances of gas in buildings in the final year of RIIO GD1 and we’re continuing to work to reduce this number further.	144	49
Number of fractures or corrosion failures	Old metal pipes are subject to fractures or corrosion. We’re gradually replacing them with new plastic pipes to reduce these types of failure, and comfortably beat our annual target year on year throughout RIIO GD1.	2,742	569
Length of main taken 'off risk' (funded)	Replacing old metal pipes with modern plastic ones dramatically reduces the risk of gas escapes. We replaced 3,886 km of old metal pipes during RIIO GD1, just shy of our 3,975 km target. This was due to some of our essential work being paused due to the Covid-19 pandemic, however we’re making up the shortfall in RIIO GD2.	448 km	495.5km
Length of main taken 'off risk' (customer driven)	This refers to the length of old pipes replaced while carrying out work at a customer’s request, such as diverting a pipe. We cannot influence this output, given it is customer driven, and were behind target throughout RIIO GD1. Lots of disparate factors can influence this statistic, such as the health of the economy. More prosperity means customers invest more in property (e.g. building extensions or new builds) – and that means more private pipes get replaced.	15.4km	1.6km
Number of non-PE services replaced	Service pipes are the connecting pipes which link a customer’s home or business to the gas mains in the street. We made a decision to focus this activity where it delivered most value for our customers and upgrade service pipes as part of planned work to modernise our network, rather than carrying out bulk service renewals that might not add value for our customers. The Covid-19 pandemic saw a further fall in the number of service pipes replaced while we had limited access to customers homes.	30,932	27,667
Asset health and risk metrics	We are constantly assessing the overall health of our assets (pipes and associated equipment) and the level of risk to inform how and where we invest in the future.	Phased plan	On track

Major accident hazard protection

	Summary	Target	Actual
Compliance with the Control of Major Accident Hazard regulations (number of breaches)	We are required to show that we have fully complied with these essential Health and Safety Executive regulations, by, for example, having a major accident prevention policy in place.	Zero	-
Compliance with the Gas Safety Management Regulations (number of breaches)	We are required to show that we have fully complied with these essential Health and Safety Executive regulations.	Zero	-
Sub-deduct network 'off risk'by the end of RIIO	Sub-deduct networks are parts of the gas network where ownership and responsibility are unclear – presenting a potential safety risk. Through re-engineering these networks, or establishing third party acceptance of responsibility, we have now taken all sites off-risk.	136	12

Year: 2020/21

Emergency Response

	Summary	Target	Actual
Amount of uncontrolled gas escapes attended within 1 hour	Our engineers need to get out quickly to gas escapes, and we were always comfortably ahead of our statutory response times when it came to responding to urgent escapes	97%	99.8%
Amount of controlled gas escapes within 2 hours	Some gas escapes can be responded to within a two hour window, where the risk to the customer is deemed lower. We were always comfortably ahead of our targets for the year throughout RIIO GD1.	97%	99.9%

Repair

	Summary	Target	Actual
Annual risk	We work out a total risk score for all pipes which require a repair. The score is based on a wide range of criteria, and is helpful in allowing us to prioritise our repair work. Our focus on repairing more challenging pipes during the pandemic helped us to comfortably beat our risk target in the final year of RIIO GD1, consistent with our outperformance every year since 2013.	<34.5m	12.5m
Amount of repairs completed within 12 hours	This refers to emergency repairs on our network. We were comfortably ahead of our target throughout RIIO GD1.	62.50%	65.1%

Mains replacement

	Summary	Target	Actual
Risk removed (incidents/year* 10-6)	Every metal pipe is given a risk score, based on factors such as the number of gas escapes. The overall ‘risk removed’ figure therefore gives a snapshot of our progress in making the network safer. Good news – we were ahead of target in 2020/21 and consistently year on year throughout RIIO GD1, exceeding our eight year target of 111,192, by 97%.	13,898	15,505
Number of gas escapes in building events	A measure of the number of gas escapes which resulted in gas finding its way into a building – presenting a potential safety risk to customers. There were 49 instances of gas in buildings in the final year of RIIO GD1 and we’re continuing to work to reduce this number further.	144	49
Number of fractures or corrosion failures	Old metal pipes are subject to fractures or corrosion. We’re gradually replacing them with new plastic pipes to reduce these types of failure, and comfortably beat our annual target year on year throughout RIIO GD1.	2,742	814
Length of main taken 'off risk' (funded)	Replacing old metal pipes with modern plastic ones dramatically reduces the risk of gas escapes. We replaced 3,886 km of old metal pipes during RIIO GD1, just shy of our 3,975 km target. This was due to some of our essential work being paused due to the Covid-19 pandemic, however we’re making up the shortfall in RIIO GD2.	448 km	394.5km
Length of main taken 'off risk' (customer driven)	This refers to the length of old pipes replaced while carrying out work at a customer’s request, such as diverting a pipe. We cannot influence this output, given it is customer driven, and were behind target throughout RIIO GD1. Lots of disparate factors can influence this statistic, such as the health of the economy. More prosperity means customers invest more in property (e.g. building extensions or new builds) – and that means more private pipes get replaced.	15.4km	2.2km
Number of non-PE services replaced	Service pipes are the connecting pipes which link a customer’s home or business to the gas mains in the street. We made a decision to focus this activity where it delivered most value for our customers and upgrade service pipes as part of planned work to modernise our network, rather than carrying out bulk service renewals that might not add value for our customers. The Covid-19 pandemic saw a further fall in the number of service pipes replaced while we had limited access to customers homes.	30,932	15,699
Asset health and risk metrics	We are constantly assessing the overall health of our assets (pipes and associated equipment) and the level of risk to inform how and where we invest in the future.	Phased plan	On track

Major accident hazard protection

	Summary	Target	Actual
Compliance with the Control of Major Accident Hazard regulations (number of breaches)	We are required to show that we have fully complied with these essential Health and Safety Executive regulations, by, for example, having a major accident prevention policy in place.	Zero	-
Compliance with the Gas Safety Management Regulations (number of breaches)	We are required to show that we have fully complied with these essential Health and Safety Executive regulations.	Zero	-
Sub-deduct network 'off risk'by the end of RIIO	Sub-deduct networks are parts of the gas network where ownership and responsibility are unclear – presenting a potential safety risk. Through re-engineering these networks, or establishing third party acceptance of responsibility, we have now taken all sites off-risk.	136	1

Keeping the gas flowing

We’re investing in our network to continue to heat homes and businesses across the North of England for years to come and ensure that it is more reliable than ever.

Year: 2013/14

Loss of Supply

	Summary	Target	Actual
Number of planned interruptions	Interruptions to the gas supply for which customers were given prior notice (e.g. by letter). Planned mains replacement work is the most common scenario here. The stats show that the number of planned interruptions was less than our target for the year. We also comfortably beat our eight year target of 517,170 planned interruptions.	64,646	57,434
Number of unplanned interruptions	Interruptions to the gas supply caused by unplanned issues – such as gas leaks, or water finding its way into the pipe network. We finished RIIO GD1, comfortably ahead of our 8 year target of 103,677.	12,960	13,034

Repair

	Summary	Target	Actual
Annual risk	We work out a total risk score for all pipes which require a repair. The score is based on a wide range of criteria, and is helpful in allowing us to prioritise our repair work. Our focus on repairing more challenging pipes during the pandemic helped us to comfortably beat our risk target in the final year of RIIO GD1, consistent with our outperformance every year since 2013.	<34.5m	34.4m
Amount of repairs completed within 12 hours	This refers to emergency repairs on our network. We were comfortably ahead of our target throughout RIIO GD1.	62.50%	62.3%

Network Capacity

	Summary	Target	Actual
Meeting NGN's 1 in 20 planning standard (MWh pa)	This output requires our network to have enough capacity to ensure customers’ gas supplies are not interrupted during periods of highest demand (known as a one in 20 year event). Estimates of peak demand have actually been falling since 2005, and we have met our annual target throughout much of RIIO GD1.	499,186	500,315
PRI utilisation and capacity	Pressure Reduction Installations (PRI) reduce the pressure of gas before it is distributed to homes and businesses. To meet our obligations, assets need to be technically compliant and able to meet required volumes. We fell behind our target during the final year of RIIO GD1 due to a number of factors outside of our control, however overall our performance throughout the eight year period was on track.	Phased plan	On track

Network Reliability, maintaining operational performance

	Summary	Target	Actual
Percentage by volume of network meter errors	We are responsible for monitoring and reporting the accuracy of the meters we use to measure the movement of gas from the National Transmission System into our network. We consistently met our annual target throughout RIIO GD1.	<0.1% pa	<0.002%
Number and duration of telemetered faults	This target covers our response to telemetry faults (i.e. faults on equipment used to measure and record key data) on our above ground assets. We hit our target year on year throughout RIIO GD1.	120	105
Pressure System Safety Regulation Faults	Statutory inspections are carried out on our network. We hit our target year on year throughout RIIO GD1.	0.49pa	0.43
Gasholder decommissioning	We are in the process of decommissioning the region’s 44 gas holders. These holders are a legacy of a different age and are no longer needed due to improvements in our network. We aim to demolish them all over a 16 year period. We completed the decommissioning of 24 holders throughout RIIO GD1, and have exceeded our eight year target.	23 by the end of RIIO GD1	1

Year: 2014/15

Loss of Supply

	Summary	Target	Actual
Number of planned interruptions	Interruptions to the gas supply for which customers were given prior notice (e.g. by letter). Planned mains replacement work is the most common scenario here. The stats show that the number of planned interruptions was less than our target for the year. We also comfortably beat our eight year target of 517,170 planned interruptions.	64,646	57,434
Number of unplanned interruptions	Interruptions to the gas supply caused by unplanned issues – such as gas leaks, or water finding its way into the pipe network. We finished RIIO GD1, comfortably ahead of our 8 year target of 103,677.	12,960	13,034

Repair

	Summary	Target	Actual
Annual risk	We work out a total risk score for all pipes which require a repair. The score is based on a wide range of criteria, and is helpful in allowing us to prioritise our repair work. Our focus on repairing more challenging pipes during the pandemic helped us to comfortably beat our risk target in the final year of RIIO GD1, consistent with our outperformance every year since 2013.	<34.5m	24.8m
Amount of repairs completed within 12 hours	This refers to emergency repairs on our network. We were comfortably ahead of our target throughout RIIO GD1.	62.50%	62.9%

Network Capacity

	Summary	Target	Actual
Meeting NGN's 1 in 20 planning standard (MWh pa)	This output requires our network to have enough capacity to ensure customers’ gas supplies are not interrupted during periods of highest demand (known as a one in 20 year event). Estimates of peak demand have actually been falling since 2005, and we have met our annual target throughout much of RIIO GD1.	499,186	502,916
PRI utilisation and capacity	Pressure Reduction Installations (PRI) reduce the pressure of gas before it is distributed to homes and businesses. To meet our obligations, assets need to be technically compliant and able to meet required volumes. We fell behind our target during the final year of RIIO GD1 due to a number of factors outside of our control, however overall our performance throughout the eight year period was on track.	Phased plan	On track

Network Reliability, maintaining operational performance

	Summary	Target	Actual
Percentage by volume of network meter errors	We are responsible for monitoring and reporting the accuracy of the meters we use to measure the movement of gas from the National Transmission System into our network. We consistently met our annual target throughout RIIO GD1.	<0.1% pa	<0.2%
Number and duration of telemetered faults	This target covers our response to telemetry faults (i.e. faults on equipment used to measure and record key data) on our above ground assets. We hit our target year on year throughout RIIO GD1.	120	63
Pressure System Safety Regulation Faults	Statutory inspections are carried out on our network. We hit our target year on year throughout RIIO GD1.	0.49pa	0.26
Gasholder decommissioning	We are in the process of decommissioning the region’s 44 gas holders. These holders are a legacy of a different age and are no longer needed due to improvements in our network. We aim to demolish them all over a 16 year period. We completed the decommissioning of 24 holders throughout RIIO GD1, and have exceeded our eight year target.	23 by the end of RIIO GD1	2

Year: 2015/16

Loss of Supply

	Summary	Target	Actual
Number of planned interruptions	Interruptions to the gas supply for which customers were given prior notice (e.g. by letter). Planned mains replacement work is the most common scenario here. The stats show that the number of planned interruptions was less than our target for the year. We also comfortably beat our eight year target of 517,170 planned interruptions.	64,646	58,925
Number of unplanned interruptions	Interruptions to the gas supply caused by unplanned issues – such as gas leaks, or water finding its way into the pipe network. We finished RIIO GD1, comfortably ahead of our 8 year target of 103,677.	12,960	12,859

Repair

	Summary	Target	Actual
Annual risk	We work out a total risk score for all pipes which require a repair. The score is based on a wide range of criteria, and is helpful in allowing us to prioritise our repair work. Our focus on repairing more challenging pipes during the pandemic helped us to comfortably beat our risk target in the final year of RIIO GD1, consistent with our outperformance every year since 2013.	<34.5m	18.6m
Amount of repairs completed within 12 hours	This refers to emergency repairs on our network. We were comfortably ahead of our target throughout RIIO GD1.	62.50%	64.4%

Network Capacity

	Summary	Target	Actual
Meeting NGN's 1 in 20 planning standard (MWh pa)	This output requires our network to have enough capacity to ensure customers’ gas supplies are not interrupted during periods of highest demand (known as a one in 20 year event). Estimates of peak demand have actually been falling since 2005, and we have met our annual target throughout much of RIIO GD1.	499,186	492,560
PRI utilisation and capacity	Pressure Reduction Installations (PRI) reduce the pressure of gas before it is distributed to homes and businesses. To meet our obligations, assets need to be technically compliant and able to meet required volumes. We fell behind our target during the final year of RIIO GD1 due to a number of factors outside of our control, however overall our performance throughout the eight year period was on track.	Phased plan	On track

Network Reliability, maintaining operational performance

	Summary	Target	Actual
Percentage by volume of network meter errors	We are responsible for monitoring and reporting the accuracy of the meters we use to measure the movement of gas from the National Transmission System into our network. We consistently met our annual target throughout RIIO GD1.	<0.1% pa	<0.0%
Number and duration of telemetered faults	This target covers our response to telemetry faults (i.e. faults on equipment used to measure and record key data) on our above ground assets. We hit our target year on year throughout RIIO GD1.	120	135
Pressure System Safety Regulation Faults	Statutory inspections are carried out on our network. We hit our target year on year throughout RIIO GD1.	0.49pa	0.31
Gasholder decommissioning	We are in the process of decommissioning the region’s 44 gas holders. These holders are a legacy of a different age and are no longer needed due to improvements in our network. We aim to demolish them all over a 16 year period. We completed the decommissioning of 24 holders throughout RIIO GD1, and have exceeded our eight year target.	23 by the end of RIIO GD1	3

Year: 2016/17

Loss of Supply

	Summary	Target	Actual
Number of planned interruptions	Interruptions to the gas supply for which customers were given prior notice (e.g. by letter). Planned mains replacement work is the most common scenario here. The stats show that the number of planned interruptions was less than our target for the year. We also comfortably beat our eight year target of 517,170 planned interruptions.	64,646	61,191
Number of unplanned interruptions	Interruptions to the gas supply caused by unplanned issues – such as gas leaks, or water finding its way into the pipe network. We finished RIIO GD1, comfortably ahead of our 8 year target of 103,677.	12,960	12,427

Repair

	Summary	Target	Actual
Annual risk	We work out a total risk score for all pipes which require a repair. The score is based on a wide range of criteria, and is helpful in allowing us to prioritise our repair work. Our focus on repairing more challenging pipes during the pandemic helped us to comfortably beat our risk target in the final year of RIIO GD1, consistent with our outperformance every year since 2013.	<34.5m	17.4m
Amount of repairs completed within 12 hours	This refers to emergency repairs on our network. We were comfortably ahead of our target throughout RIIO GD1.	62.50%	62.3%

Network Capacity

	Summary	Target	Actual
Meeting NGN's 1 in 20 planning standard (MWh pa)	This output requires our network to have enough capacity to ensure customers’ gas supplies are not interrupted during periods of highest demand (known as a one in 20 year event). Estimates of peak demand have actually been falling since 2005, and we have met our annual target throughout much of RIIO GD1.	499,186	476,850
PRI utilisation and capacity	Pressure Reduction Installations (PRI) reduce the pressure of gas before it is distributed to homes and businesses. To meet our obligations, assets need to be technically compliant and able to meet required volumes. We fell behind our target during the final year of RIIO GD1 due to a number of factors outside of our control, however overall our performance throughout the eight year period was on track.	Phased plan	On track

Network Reliability, maintaining operational performance

	Summary	Target	Actual
Percentage by volume of network meter errors	We are responsible for monitoring and reporting the accuracy of the meters we use to measure the movement of gas from the National Transmission System into our network. We consistently met our annual target throughout RIIO GD1.	<0.1% pa	0.0%
Number and duration of telemetered faults	This target covers our response to telemetry faults (i.e. faults on equipment used to measure and record key data) on our above ground assets. We hit our target year on year throughout RIIO GD1.	120	63
Pressure System Safety Regulation Faults	Statutory inspections are carried out on our network. We hit our target year on year throughout RIIO GD1.	0.49pa	0.35
Gasholder decommissioning	We are in the process of decommissioning the region’s 44 gas holders. These holders are a legacy of a different age and are no longer needed due to improvements in our network. We aim to demolish them all over a 16 year period. We completed the decommissioning of 24 holders throughout RIIO GD1, and have exceeded our eight year target.	23 by the end of RIIO GD1	7

Year: 2017/18

Loss of Supply

	Summary	Target	Actual
Number of planned interruptions	Interruptions to the gas supply for which customers were given prior notice (e.g. by letter). Planned mains replacement work is the most common scenario here. The stats show that the number of planned interruptions was less than our target for the year. We also comfortably beat our eight year target of 517,170 planned interruptions.	64,646	62,669
Number of unplanned interruptions	Interruptions to the gas supply caused by unplanned issues – such as gas leaks, or water finding its way into the pipe network. We finished RIIO GD1, comfortably ahead of our 8 year target of 103,677.	12,960	13,714

Repair

	Summary	Target	Actual
Annual risk	We work out a total risk score for all pipes which require a repair. The score is based on a wide range of criteria, and is helpful in allowing us to prioritise our repair work. Our focus on repairing more challenging pipes during the pandemic helped us to comfortably beat our risk target in the final year of RIIO GD1, consistent with our outperformance every year since 2013.	<34.5m	19.3m
Amount of repairs completed within 12 hours	This refers to emergency repairs on our network. We were comfortably ahead of our target throughout RIIO GD1.	62.50%	66.1%

Network Capacity

	Summary	Target	Actual
Meeting NGN's 1 in 20 planning standard (MWh pa)	This output requires our network to have enough capacity to ensure customers’ gas supplies are not interrupted during periods of highest demand (known as a one in 20 year event). Estimates of peak demand have actually been falling since 2005, and we have met our annual target throughout much of RIIO GD1.	499,186	478,846
PRI utilisation and capacity	Pressure Reduction Installations (PRI) reduce the pressure of gas before it is distributed to homes and businesses. To meet our obligations, assets need to be technically compliant and able to meet required volumes. We fell behind our target during the final year of RIIO GD1 due to a number of factors outside of our control, however overall our performance throughout the eight year period was on track.	Phased plan	On track

Network Reliability, maintaining operational performance

	Summary	Target	Actual
Percentage by volume of network meter errors	We are responsible for monitoring and reporting the accuracy of the meters we use to measure the movement of gas from the National Transmission System into our network. We consistently met our annual target throughout RIIO GD1.	<0.1% pa	0.0%
Number and duration of telemetered faults	This target covers our response to telemetry faults (i.e. faults on equipment used to measure and record key data) on our above ground assets. We hit our target year on year throughout RIIO GD1.	120	95
Pressure System Safety Regulation Faults	Statutory inspections are carried out on our network. We hit our target year on year throughout RIIO GD1.	0.49pa	0.37
Gasholder decommissioning	We are in the process of decommissioning the region’s 44 gas holders. These holders are a legacy of a different age and are no longer needed due to improvements in our network. We aim to demolish them all over a 16 year period. We completed the decommissioning of 24 holders throughout RIIO GD1, and have exceeded our eight year target.	23 by the end of RIIO GD1	3

Year: 2018/19

Loss of Supply

	Summary	Target	Actual
Number of planned interruptions	Interruptions to the gas supply for which customers were given prior notice (e.g. by letter). Planned mains replacement work is the most common scenario here. The stats show that the number of planned interruptions was less than our target for the year. We also comfortably beat our eight year target of 517,170 planned interruptions.	64,646	63,774
Number of unplanned interruptions	Interruptions to the gas supply caused by unplanned issues – such as gas leaks, or water finding its way into the pipe network. We finished RIIO GD1, comfortably ahead of our 8 year target of 103,677.	12,960	14,030

Repair

	Summary	Target	Actual
Annual risk	We work out a total risk score for all pipes which require a repair. The score is based on a wide range of criteria, and is helpful in allowing us to prioritise our repair work. Our focus on repairing more challenging pipes during the pandemic helped us to comfortably beat our risk target in the final year of RIIO GD1, consistent with our outperformance every year since 2013.	<34.5m	23.6m
Amount of repairs completed within 12 hours	This refers to emergency repairs on our network. We were comfortably ahead of our target throughout RIIO GD1.	62.50%	68.4%

Network Capacity

	Summary	Target	Actual
Meeting NGN's 1 in 20 planning standard (MWh pa)	This output requires our network to have enough capacity to ensure customers’ gas supplies are not interrupted during periods of highest demand (known as a one in 20 year event). Estimates of peak demand have actually been falling since 2005, and we have met our annual target throughout much of RIIO GD1.	499,186	478,846
PRI utilisation and capacity	Pressure Reduction Installations (PRI) reduce the pressure of gas before it is distributed to homes and businesses. To meet our obligations, assets need to be technically compliant and able to meet required volumes. We fell behind our target during the final year of RIIO GD1 due to a number of factors outside of our control, however overall our performance throughout the eight year period was on track.	Phased plan	On track

Network Reliability, maintaining operational performance

	Summary	Target	Actual
Percentage by volume of network meter errors	We are responsible for monitoring and reporting the accuracy of the meters we use to measure the movement of gas from the National Transmission System into our network. We consistently met our annual target throughout RIIO GD1.	<0.1% pa	0.1%
Number and duration of telemetered faults	This target covers our response to telemetry faults (i.e. faults on equipment used to measure and record key data) on our above ground assets. We hit our target year on year throughout RIIO GD1.	120	116
Pressure System Safety Regulation Faults	Statutory inspections are carried out on our network. We hit our target year on year throughout RIIO GD1.	0.49pa	0.29
Gasholder decommissioning	We are in the process of decommissioning the region’s 44 gas holders. These holders are a legacy of a different age and are no longer needed due to improvements in our network. We aim to demolish them all over a 16 year period. We completed the decommissioning of 24 holders throughout RIIO GD1, and have exceeded our eight year target.	23 by the end of RIIO GD1	3

Year: 2019/20

Loss of Supply

	Summary	Target	Actual
Number of planned interruptions	Interruptions to the gas supply for which customers were given prior notice (e.g. by letter). Planned mains replacement work is the most common scenario here. The stats show that the number of planned interruptions was less than our target for the year. We also comfortably beat our eight year target of 517,170 planned interruptions.	64,646	50,413
Number of unplanned interruptions	Interruptions to the gas supply caused by unplanned issues – such as gas leaks, or water finding its way into the pipe network. We finished RIIO GD1, comfortably ahead of our 8 year target of 103,677.	12,960	12,110

Repair

	Summary	Target	Actual
Annual risk	We work out a total risk score for all pipes which require a repair. The score is based on a wide range of criteria, and is helpful in allowing us to prioritise our repair work. Our focus on repairing more challenging pipes during the pandemic helped us to comfortably beat our risk target in the final year of RIIO GD1, consistent with our outperformance every year since 2013.	<34.5m	23.0m
Amount of repairs completed within 12 hours	This refers to emergency repairs on our network. We were comfortably ahead of our target throughout RIIO GD1.	62.50%	64.3%

Network Capacity

	Summary	Target	Actual
Meeting NGN's 1 in 20 planning standard (MWh pa)	This output requires our network to have enough capacity to ensure customers’ gas supplies are not interrupted during periods of highest demand (known as a one in 20 year event). Estimates of peak demand have actually been falling since 2005, and we have met our annual target throughout much of RIIO GD1.	499,186	473,411
PRI utilisation and capacity	Pressure Reduction Installations (PRI) reduce the pressure of gas before it is distributed to homes and businesses. To meet our obligations, assets need to be technically compliant and able to meet required volumes. We fell behind our target during the final year of RIIO GD1 due to a number of factors outside of our control, however overall our performance throughout the eight year period was on track.	Phased plan	On track

Network Reliability, maintaining operational performance

	Summary	Target	Actual
Percentage by volume of network meter errors	We are responsible for monitoring and reporting the accuracy of the meters we use to measure the movement of gas from the National Transmission System into our network. We consistently met our annual target throughout RIIO GD1.	<0.1% pa	0.0%
Number and duration of telemetered faults	This target covers our response to telemetry faults (i.e. faults on equipment used to measure and record key data) on our above ground assets. We hit our target year on year throughout RIIO GD1.	120	94
Pressure System Safety Regulation Faults	Statutory inspections are carried out on our network. We hit our target year on year throughout RIIO GD1.	0.49pa	0.19
Gasholder decommissioning	We are in the process of decommissioning the region’s 44 gas holders. These holders are a legacy of a different age and are no longer needed due to improvements in our network. We aim to demolish them all over a 16 year period. We completed the decommissioning of 24 holders throughout RIIO GD1, and have exceeded our eight year target.	23 by the end of RIIO GD1	1

Year: 2020/21

Loss of Supply

	Summary	Target	Actual
Number of planned interruptions	Interruptions to the gas supply for which customers were given prior notice (e.g. by letter). Planned mains replacement work is the most common scenario here. The stats show that the number of planned interruptions was less than our target for the year. We also comfortably beat our eight year target of 517,170 planned interruptions.	64,646	21,464
Number of unplanned interruptions	Interruptions to the gas supply caused by unplanned issues – such as gas leaks, or water finding its way into the pipe network. We finished RIIO GD1, comfortably ahead of our 8 year target of 103,677.	12,960	10,265

Repair

	Summary	Target	Actual
Annual risk	We work out a total risk score for all pipes which require a repair. The score is based on a wide range of criteria, and is helpful in allowing us to prioritise our repair work. Our focus on repairing more challenging pipes during the pandemic helped us to comfortably beat our risk target in the final year of RIIO GD1, consistent with our outperformance every year since 2013.	<34.5m	12.5m
Amount of repairs completed within 12 hours	This refers to emergency repairs on our network. We were comfortably ahead of our target throughout RIIO GD1.	62.50%	65.1%

Network Capacity

	Summary	Target	Actual
Meeting NGN's 1 in 20 planning standard (MWh pa)	This output requires our network to have enough capacity to ensure customers’ gas supplies are not interrupted during periods of highest demand (known as a one in 20 year event). Estimates of peak demand have actually been falling since 2005, and we have met our annual target throughout much of RIIO GD1.	499,186	485,014
PRI utilisation and capacity	Pressure Reduction Installations (PRI) reduce the pressure of gas before it is distributed to homes and businesses. To meet our obligations, assets need to be technically compliant and able to meet required volumes. We fell behind our target during the final year of RIIO GD1 due to a number of factors outside of our control, however overall our performance throughout the eight year period was on track.	Phased plan	On track

Network Reliability, maintaining operational performance

	Summary	Target	Actual
Percentage by volume of network meter errors	We are responsible for monitoring and reporting the accuracy of the meters we use to measure the movement of gas from the National Transmission System into our network. We consistently met our annual target throughout RIIO GD1.	<0.1% pa	0.1%
Number and duration of telemetered faults	This target covers our response to telemetry faults (i.e. faults on equipment used to measure and record key data) on our above ground assets. We hit our target year on year throughout RIIO GD1.	120	89
Pressure System Safety Regulation Faults	Statutory inspections are carried out on our network. We hit our target year on year throughout RIIO GD1.	0.49pa	0.41
Gasholder decommissioning	We are in the process of decommissioning the region’s 44 gas holders. These holders are a legacy of a different age and are no longer needed due to improvements in our network. We aim to demolish them all over a 16 year period. We completed the decommissioning of 24 holders throughout RIIO GD1, and have exceeded our eight year target.	23 by the end of RIIO GD1	4

Investing for a thriving environment

Keeping 2.9 million homes and businesses cooking on gas is a resource intensive business. It’s our responsibility to reduce our day-to-day carbon footprint, while helping green, alternative fuels to flourish.

Year: 2013/14

Gas shrinkage

	Summary	Target	Actual
Shrinkage baseline (GWh)	Shrinkage is the industry term for gas lost through leaks on our pipes, plus gas lost through theft, and gas used by us for operational purposes. We were ahead of our target throughout RIIO GD1, by continuing to replace old, leak prone pipes and by effectively managing the pressure of gas passing through the network, to avoid putting unnecessary strain on the pipes.	379 GWh	421 GWh (baseline: 459 GWh)
Leakage baseline (GWh)	The total volume of gas lost through leaks on the pipe network. This figure is a major contributor to the overall ‘shrinkage’ total (see previous statistic). We exceeded our leakage target throughout RIIO GD1, by continuing to replace old, leak prone pipes and by effectively managing the pressure of gas passing through the network, to avoid putting unnecessary strain on the pipes.	354 GWh	399 GWh (baseline: 459 GWh)
Business carbon footprint	Although no specific business carbon footprint target has been set by Ofgem, all gas distributors are expected to make steady progress. 2020/21 saw us reduce our business mileage and lower our energy consumption in buildings as a result of the Covid-19 pandemic.	0	8,919 tC02-e

Other emissions and natural resource use

	Summary	Target	Actual
Number of sites where statutory remediation has been carried out	In 2020/21, we continued the process of reviewing our sites, to identify any potential issues with land contamination and identified two sites for remediation..	Zero	-
Use of virgin aggregate	Our use of virgin aggregate increased in 2020/21 partly due to supply issues with recycled aggregate in Cumbria, and also due to stakeholder demand to meet engineering requirements. Despite this, we still exceeded our internal target and we are proud to announce good progress overall with our usage of virgin aggregate reducing by approximately 61% since 2013/14.	<17,000 tonnes (internal)	37,862 tonnes
Amount of spoil to landfill	Reducing the volume of spoil to landfill has always proved challenging, partly due to high clay content in the spoil created across our network. While we are ahead of our internal target, we are continuing to work with our partners and the wider industry to increase the recycling facilities available. This still proves to be an ongoing challenge and remains an area of focus.	<13,000 tonnes (internal)	61,555 tonnes
ISO 14001 major non conformities	ISO 14001 is a family of standards related to environmental management. It helps companies minimise any adverse environmental impact and comply with relevant laws and regulations.	0	-

Biomethane

	Summary	Target	Actual
Total capacity of biomethane connected	NGN are big supporters of biomethane production a clean, sustainable gas formed by the breakdown of organic material, to produce biogas which is then enriched with propane to produce biomethane. Our role is to help biomethane producers get their product into our network, and into customers’ homes. Over the past few years we have seen a decrease in the number of biomethane producers that want to connect to our network, which we believe is as a result of the timescales imposed by the Renewable Heat Incentive (RHI) Regulations announced in May 2018. Under the regulations, new biomethane plants have to flow gas to grid by 31 January 2020 to be eligible for the Tariff Guarantee.	Annual comparison with other gas distribution networks	-
Total capacity of biomethane enquiries/applications in progress (MW)	Over the past few years we have seen a decrease in the number of biomethane producers that want to connect to our network, which we believe is as a result of the timescales imposed by the Renewable Heat Incentive (RHI) Regulations announced in May 2018. Under the regulations, new biomethane plants have to flow gas to grid by 31 January 2020 to be eligible for the Tariff Guarantee.	Annual comparison with other gas distribution networks	130
Information provision and connection charging for distributed gas	Getting a biomethane plant connected to the gas network is a complex and demanding process, so provision of clear, timely information about technical requirements and pricing is extremely important. We have a dedicate team providing this service, along with a dedicated website, an introductory brochure and a detailed technical manual, available to all producers.	No target	Met
Voluntary standards of service: 15 day response to initial enquiry under 7bar	Provision of clear, timely information about the technical requirements of connecting to our network, and associated pricing, allows prospective biomethane producers to decide if there project is viable. Our dedicated biomethane team handles enquiries promptly.	100%	100%
Voluntary standard of service: 30 day response to capacity study under 7 bar	Provision of clear, timely information about the technical requirements of connecting to our network, and associated pricing, allows prospective biomethane producers to decide if there project is viable. Our dedicated biomethane team handles enquiries promptly.	100%	100%

Year: 2014/15

Gas shrinkage

	Summary	Target	Actual
Shrinkage baseline (GWh)	Shrinkage is the industry term for gas lost through leaks on our pipes, plus gas lost through theft, and gas used by us for operational purposes. We were ahead of our target throughout RIIO GD1, by continuing to replace old, leak prone pipes and by effectively managing the pressure of gas passing through the network, to avoid putting unnecessary strain on the pipes.	379 GWh	397GWh (baseline: 445 GWh)
Leakage baseline (GWh)	The total volume of gas lost through leaks on the pipe network. This figure is a major contributor to the overall ‘shrinkage’ total (see previous statistic). We exceeded our leakage target throughout RIIO GD1, by continuing to replace old, leak prone pipes and by effectively managing the pressure of gas passing through the network, to avoid putting unnecessary strain on the pipes.	354 GWh	375 GWh (baseline: 420 GWh)
Business carbon footprint	Although no specific business carbon footprint target has been set by Ofgem, all gas distributors are expected to make steady progress. 2020/21 saw us reduce our business mileage and lower our energy consumption in buildings as a result of the Covid-19 pandemic.	0	9,224 tC02-e

Other emissions and natural resource use

	Summary	Target	Actual
Number of sites where statutory remediation has been carried out	In 2020/21, we continued the process of reviewing our sites, to identify any potential issues with land contamination and identified two sites for remediation..	Zero	-
Use of virgin aggregate	Our use of virgin aggregate increased in 2020/21 partly due to supply issues with recycled aggregate in Cumbria, and also due to stakeholder demand to meet engineering requirements. Despite this, we still exceeded our internal target and we are proud to announce good progress overall with our usage of virgin aggregate reducing by approximately 61% since 2013/14.	<17,000 tonnes (internal)	29,426 tonnes
Amount of spoil to landfill	Reducing the volume of spoil to landfill has always proved challenging, partly due to high clay content in the spoil created across our network. While we are ahead of our internal target, we are continuing to work with our partners and the wider industry to increase the recycling facilities available. This still proves to be an ongoing challenge and remains an area of focus.	<13,000 tonnes (internal)	18,565 tonnes
ISO 14001 major non conformities	ISO 14001 is a family of standards related to environmental management. It helps companies minimise any adverse environmental impact and comply with relevant laws and regulations.	0	-

Biomethane

	Summary	Target	Actual
Total capacity of biomethane connected	NGN are big supporters of biomethane production a clean, sustainable gas formed by the breakdown of organic material, to produce biogas which is then enriched with propane to produce biomethane. Our role is to help biomethane producers get their product into our network, and into customers’ homes. Over the past few years we have seen a decrease in the number of biomethane producers that want to connect to our network, which we believe is as a result of the timescales imposed by the Renewable Heat Incentive (RHI) Regulations announced in May 2018. Under the regulations, new biomethane plants have to flow gas to grid by 31 January 2020 to be eligible for the Tariff Guarantee.	Annual comparison with other gas distribution networks	-
Total capacity of biomethane enquiries/applications in progress (MW)	Over the past few years we have seen a decrease in the number of biomethane producers that want to connect to our network, which we believe is as a result of the timescales imposed by the Renewable Heat Incentive (RHI) Regulations announced in May 2018. Under the regulations, new biomethane plants have to flow gas to grid by 31 January 2020 to be eligible for the Tariff Guarantee.	Annual comparison with other gas distribution networks	326
Information provision and connection charging for distributed gas	Getting a biomethane plant connected to the gas network is a complex and demanding process, so provision of clear, timely information about technical requirements and pricing is extremely important. We have a dedicate team providing this service, along with a dedicated website, an introductory brochure and a detailed technical manual, available to all producers.	No target	Met
Voluntary standards of service: 15 day response to initial enquiry under 7bar	Provision of clear, timely information about the technical requirements of connecting to our network, and associated pricing, allows prospective biomethane producers to decide if there project is viable. Our dedicated biomethane team handles enquiries promptly.	100%	98%
Voluntary standard of service: 30 day response to capacity study under 7 bar	Provision of clear, timely information about the technical requirements of connecting to our network, and associated pricing, allows prospective biomethane producers to decide if there project is viable. Our dedicated biomethane team handles enquiries promptly.	100%	100%

Year: 2015/16

Gas shrinkage

	Summary	Target	Actual
Shrinkage baseline (GWh)	Shrinkage is the industry term for gas lost through leaks on our pipes, plus gas lost through theft, and gas used by us for operational purposes. We were ahead of our target throughout RIIO GD1, by continuing to replace old, leak prone pipes and by effectively managing the pressure of gas passing through the network, to avoid putting unnecessary strain on the pipes.	379 GWh	382 GWh (baseline: 433 GWh)
Leakage baseline (GWh)	The total volume of gas lost through leaks on the pipe network. This figure is a major contributor to the overall ‘shrinkage’ total (see previous statistic). We exceeded our leakage target throughout RIIO GD1, by continuing to replace old, leak prone pipes and by effectively managing the pressure of gas passing through the network, to avoid putting unnecessary strain on the pipes.	354 GWh	360 GWh (baseline: 408 GWh)
Business carbon footprint	Although no specific business carbon footprint target has been set by Ofgem, all gas distributors are expected to make steady progress. 2020/21 saw us reduce our business mileage and lower our energy consumption in buildings as a result of the Covid-19 pandemic.	0	8,476 tC02-e

Other emissions and natural resource use

	Summary	Target	Actual
Number of sites where statutory remediation has been carried out	In 2020/21, we continued the process of reviewing our sites, to identify any potential issues with land contamination and identified two sites for remediation..	Zero	3
Use of virgin aggregate	Our use of virgin aggregate increased in 2020/21 partly due to supply issues with recycled aggregate in Cumbria, and also due to stakeholder demand to meet engineering requirements. Despite this, we still exceeded our internal target and we are proud to announce good progress overall with our usage of virgin aggregate reducing by approximately 61% since 2013/14.	<17,000 tonnes (internal)	33,520 tonnes
Amount of spoil to landfill	Reducing the volume of spoil to landfill has always proved challenging, partly due to high clay content in the spoil created across our network. While we are ahead of our internal target, we are continuing to work with our partners and the wider industry to increase the recycling facilities available. This still proves to be an ongoing challenge and remains an area of focus.	<13,000 tonnes (internal)	17,311 tonnes
ISO 14001 major non conformities	ISO 14001 is a family of standards related to environmental management. It helps companies minimise any adverse environmental impact and comply with relevant laws and regulations.	0	-

Biomethane

	Summary	Target	Actual
Total capacity of biomethane connected	NGN are big supporters of biomethane production a clean, sustainable gas formed by the breakdown of organic material, to produce biogas which is then enriched with propane to produce biomethane. Our role is to help biomethane producers get their product into our network, and into customers’ homes. Over the past few years we have seen a decrease in the number of biomethane producers that want to connect to our network, which we believe is as a result of the timescales imposed by the Renewable Heat Incentive (RHI) Regulations announced in May 2018. Under the regulations, new biomethane plants have to flow gas to grid by 31 January 2020 to be eligible for the Tariff Guarantee.	Annual comparison with other gas distribution networks	722,700
Total capacity of biomethane enquiries/applications in progress (MW)	Over the past few years we have seen a decrease in the number of biomethane producers that want to connect to our network, which we believe is as a result of the timescales imposed by the Renewable Heat Incentive (RHI) Regulations announced in May 2018. Under the regulations, new biomethane plants have to flow gas to grid by 31 January 2020 to be eligible for the Tariff Guarantee.	Annual comparison with other gas distribution networks	2,639,300
Information provision and connection charging for distributed gas	Getting a biomethane plant connected to the gas network is a complex and demanding process, so provision of clear, timely information about technical requirements and pricing is extremely important. We have a dedicate team providing this service, along with a dedicated website, an introductory brochure and a detailed technical manual, available to all producers.	No target	Met
Voluntary standards of service: 15 day response to initial enquiry under 7bar	Provision of clear, timely information about the technical requirements of connecting to our network, and associated pricing, allows prospective biomethane producers to decide if there project is viable. Our dedicated biomethane team handles enquiries promptly.	100%	87%
Voluntary standard of service: 30 day response to capacity study under 7 bar	Provision of clear, timely information about the technical requirements of connecting to our network, and associated pricing, allows prospective biomethane producers to decide if there project is viable. Our dedicated biomethane team handles enquiries promptly.	100%	100%

Year: 2016/17

Gas shrinkage

	Summary	Target	Actual
Shrinkage baseline (GWh)	Shrinkage is the industry term for gas lost through leaks on our pipes, plus gas lost through theft, and gas used by us for operational purposes. We were ahead of our target throughout RIIO GD1, by continuing to replace old, leak prone pipes and by effectively managing the pressure of gas passing through the network, to avoid putting unnecessary strain on the pipes.	379 GWh	354 GWh (baseline: 423 GWh)
Leakage baseline (GWh)	The total volume of gas lost through leaks on the pipe network. This figure is a major contributor to the overall ‘shrinkage’ total (see previous statistic). We exceeded our leakage target throughout RIIO GD1, by continuing to replace old, leak prone pipes and by effectively managing the pressure of gas passing through the network, to avoid putting unnecessary strain on the pipes.	354 GWh	332 GWh (baseline: 408 GWh)
Business carbon footprint	Although no specific business carbon footprint target has been set by Ofgem, all gas distributors are expected to make steady progress. 2020/21 saw us reduce our business mileage and lower our energy consumption in buildings as a result of the Covid-19 pandemic.	0	7,999 tC02-e

Other emissions and natural resource use

	Summary	Target	Actual
Number of sites where statutory remediation has been carried out	In 2020/21, we continued the process of reviewing our sites, to identify any potential issues with land contamination and identified two sites for remediation..	Zero	3
Use of virgin aggregate	Our use of virgin aggregate increased in 2020/21 partly due to supply issues with recycled aggregate in Cumbria, and also due to stakeholder demand to meet engineering requirements. Despite this, we still exceeded our internal target and we are proud to announce good progress overall with our usage of virgin aggregate reducing by approximately 61% since 2013/14.	<17,000 tonnes (internal)	17,140 tonnes
Amount of spoil to landfill	Reducing the volume of spoil to landfill has always proved challenging, partly due to high clay content in the spoil created across our network. While we are ahead of our internal target, we are continuing to work with our partners and the wider industry to increase the recycling facilities available. This still proves to be an ongoing challenge and remains an area of focus.	<13,000 tonnes (internal)	6,232 tonnes
ISO 14001 major non conformities	ISO 14001 is a family of standards related to environmental management. It helps companies minimise any adverse environmental impact and comply with relevant laws and regulations.	0	-

Biomethane

	Summary	Target	Actual
Total capacity of biomethane connected	NGN are big supporters of biomethane production a clean, sustainable gas formed by the breakdown of organic material, to produce biogas which is then enriched with propane to produce biomethane. Our role is to help biomethane producers get their product into our network, and into customers’ homes. Over the past few years we have seen a decrease in the number of biomethane producers that want to connect to our network, which we believe is as a result of the timescales imposed by the Renewable Heat Incentive (RHI) Regulations announced in May 2018. Under the regulations, new biomethane plants have to flow gas to grid by 31 January 2020 to be eligible for the Tariff Guarantee.	Annual comparison with other gas distribution networks	7,008
Total capacity of biomethane enquiries/applications in progress (MW)	Over the past few years we have seen a decrease in the number of biomethane producers that want to connect to our network, which we believe is as a result of the timescales imposed by the Renewable Heat Incentive (RHI) Regulations announced in May 2018. Under the regulations, new biomethane plants have to flow gas to grid by 31 January 2020 to be eligible for the Tariff Guarantee.	Annual comparison with other gas distribution networks	319,652
Information provision and connection charging for distributed gas	Getting a biomethane plant connected to the gas network is a complex and demanding process, so provision of clear, timely information about technical requirements and pricing is extremely important. We have a dedicate team providing this service, along with a dedicated website, an introductory brochure and a detailed technical manual, available to all producers.	No target	Met
Voluntary standards of service: 15 day response to initial enquiry under 7bar	Provision of clear, timely information about the technical requirements of connecting to our network, and associated pricing, allows prospective biomethane producers to decide if there project is viable. Our dedicated biomethane team handles enquiries promptly.	100%	100%
Voluntary standard of service: 30 day response to capacity study under 7 bar	Provision of clear, timely information about the technical requirements of connecting to our network, and associated pricing, allows prospective biomethane producers to decide if there project is viable. Our dedicated biomethane team handles enquiries promptly.	100%	100%

Year: 2017/18

Gas shrinkage

	Summary	Target	Actual
Shrinkage baseline (GWh)	Shrinkage is the industry term for gas lost through leaks on our pipes, plus gas lost through theft, and gas used by us for operational purposes. We were ahead of our target throughout RIIO GD1, by continuing to replace old, leak prone pipes and by effectively managing the pressure of gas passing through the network, to avoid putting unnecessary strain on the pipes.	379 GWh	352 GWh (baseline: 412 GWh)
Leakage baseline (GWh)	The total volume of gas lost through leaks on the pipe network. This figure is a major contributor to the overall ‘shrinkage’ total (see previous statistic). We exceeded our leakage target throughout RIIO GD1, by continuing to replace old, leak prone pipes and by effectively managing the pressure of gas passing through the network, to avoid putting unnecessary strain on the pipes.	354 GWh	329 GWh (baseline: 386 GWh)
Business carbon footprint	Although no specific business carbon footprint target has been set by Ofgem, all gas distributors are expected to make steady progress. 2020/21 saw us reduce our business mileage and lower our energy consumption in buildings as a result of the Covid-19 pandemic.	0	7,418 tC02-e

Other emissions and natural resource use

	Summary	Target	Actual
Number of sites where statutory remediation has been carried out	In 2020/21, we continued the process of reviewing our sites, to identify any potential issues with land contamination and identified two sites for remediation..	Zero	3
Use of virgin aggregate	Our use of virgin aggregate increased in 2020/21 partly due to supply issues with recycled aggregate in Cumbria, and also due to stakeholder demand to meet engineering requirements. Despite this, we still exceeded our internal target and we are proud to announce good progress overall with our usage of virgin aggregate reducing by approximately 61% since 2013/14.	<17,000 tonnes (internal)	14,321 tonnes
Amount of spoil to landfill	Reducing the volume of spoil to landfill has always proved challenging, partly due to high clay content in the spoil created across our network. While we are ahead of our internal target, we are continuing to work with our partners and the wider industry to increase the recycling facilities available. This still proves to be an ongoing challenge and remains an area of focus.	<13,000 tonnes (internal)	308 tonnes
ISO 14001 major non conformities	ISO 14001 is a family of standards related to environmental management. It helps companies minimise any adverse environmental impact and comply with relevant laws and regulations.	0	-

Biomethane

	Summary	Target	Actual
Total capacity of biomethane connected	NGN are big supporters of biomethane production a clean, sustainable gas formed by the breakdown of organic material, to produce biogas which is then enriched with propane to produce biomethane. Our role is to help biomethane producers get their product into our network, and into customers’ homes. Over the past few years we have seen a decrease in the number of biomethane producers that want to connect to our network, which we believe is as a result of the timescales imposed by the Renewable Heat Incentive (RHI) Regulations announced in May 2018. Under the regulations, new biomethane plants have to flow gas to grid by 31 January 2020 to be eligible for the Tariff Guarantee.	Annual comparison with other gas distribution networks	550
Total capacity of biomethane enquiries/applications in progress (MW)	Over the past few years we have seen a decrease in the number of biomethane producers that want to connect to our network, which we believe is as a result of the timescales imposed by the Renewable Heat Incentive (RHI) Regulations announced in May 2018. Under the regulations, new biomethane plants have to flow gas to grid by 31 January 2020 to be eligible for the Tariff Guarantee.	Annual comparison with other gas distribution networks	18,740
Information provision and connection charging for distributed gas	Getting a biomethane plant connected to the gas network is a complex and demanding process, so provision of clear, timely information about technical requirements and pricing is extremely important. We have a dedicate team providing this service, along with a dedicated website, an introductory brochure and a detailed technical manual, available to all producers.	No target	Met
Voluntary standards of service: 15 day response to initial enquiry under 7bar	Provision of clear, timely information about the technical requirements of connecting to our network, and associated pricing, allows prospective biomethane producers to decide if there project is viable. Our dedicated biomethane team handles enquiries promptly.	100%	100%
Voluntary standard of service: 30 day response to capacity study under 7 bar	Provision of clear, timely information about the technical requirements of connecting to our network, and associated pricing, allows prospective biomethane producers to decide if there project is viable. Our dedicated biomethane team handles enquiries promptly.	100%	100%

Year: 2018/19

Gas shrinkage

	Summary	Target	Actual
Shrinkage baseline (GWh)	Shrinkage is the industry term for gas lost through leaks on our pipes, plus gas lost through theft, and gas used by us for operational purposes. We were ahead of our target throughout RIIO GD1, by continuing to replace old, leak prone pipes and by effectively managing the pressure of gas passing through the network, to avoid putting unnecessary strain on the pipes.	379 GWh	341 GWh (baseline: 401 GWh)
Leakage baseline (GWh)	The total volume of gas lost through leaks on the pipe network. This figure is a major contributor to the overall ‘shrinkage’ total (see previous statistic). We exceeded our leakage target throughout RIIO GD1, by continuing to replace old, leak prone pipes and by effectively managing the pressure of gas passing through the network, to avoid putting unnecessary strain on the pipes.	354 GWh	391 GWh (baseline: 376 GWh)
Business carbon footprint	Although no specific business carbon footprint target has been set by Ofgem, all gas distributors are expected to make steady progress. 2020/21 saw us reduce our business mileage and lower our energy consumption in buildings as a result of the Covid-19 pandemic.	0	6,737 tC02-e

Other emissions and natural resource use

	Summary	Target	Actual
Number of sites where statutory remediation has been carried out	In 2020/21, we continued the process of reviewing our sites, to identify any potential issues with land contamination and identified two sites for remediation..	Zero	3
Use of virgin aggregate	Our use of virgin aggregate increased in 2020/21 partly due to supply issues with recycled aggregate in Cumbria, and also due to stakeholder demand to meet engineering requirements. Despite this, we still exceeded our internal target and we are proud to announce good progress overall with our usage of virgin aggregate reducing by approximately 61% since 2013/14.	<17,000 tonnes (internal)	8,160 tonnes
Amount of spoil to landfill	Reducing the volume of spoil to landfill has always proved challenging, partly due to high clay content in the spoil created across our network. While we are ahead of our internal target, we are continuing to work with our partners and the wider industry to increase the recycling facilities available. This still proves to be an ongoing challenge and remains an area of focus.	<13,000 tonnes (internal)	462 tonnes
ISO 14001 major non conformities	ISO 14001 is a family of standards related to environmental management. It helps companies minimise any adverse environmental impact and comply with relevant laws and regulations.	0	-

Biomethane

	Summary	Target	Actual
Total capacity of biomethane connected	NGN are big supporters of biomethane production a clean, sustainable gas formed by the breakdown of organic material, to produce biogas which is then enriched with propane to produce biomethane. Our role is to help biomethane producers get their product into our network, and into customers’ homes. Over the past few years we have seen a decrease in the number of biomethane producers that want to connect to our network, which we believe is as a result of the timescales imposed by the Renewable Heat Incentive (RHI) Regulations announced in May 2018. Under the regulations, new biomethane plants have to flow gas to grid by 31 January 2020 to be eligible for the Tariff Guarantee.	Annual comparison with other gas distribution networks	-
Total capacity of biomethane enquiries/applications in progress (MW)	Over the past few years we have seen a decrease in the number of biomethane producers that want to connect to our network, which we believe is as a result of the timescales imposed by the Renewable Heat Incentive (RHI) Regulations announced in May 2018. Under the regulations, new biomethane plants have to flow gas to grid by 31 January 2020 to be eligible for the Tariff Guarantee.	Annual comparison with other gas distribution networks	9,190
Information provision and connection charging for distributed gas	Getting a biomethane plant connected to the gas network is a complex and demanding process, so provision of clear, timely information about technical requirements and pricing is extremely important. We have a dedicate team providing this service, along with a dedicated website, an introductory brochure and a detailed technical manual, available to all producers.	No target	Met
Voluntary standards of service: 15 day response to initial enquiry under 7bar	Provision of clear, timely information about the technical requirements of connecting to our network, and associated pricing, allows prospective biomethane producers to decide if there project is viable. Our dedicated biomethane team handles enquiries promptly.	100%	100%
Voluntary standard of service: 30 day response to capacity study under 7 bar	Provision of clear, timely information about the technical requirements of connecting to our network, and associated pricing, allows prospective biomethane producers to decide if there project is viable. Our dedicated biomethane team handles enquiries promptly.	100%	100%

Year: 2019/20

Gas shrinkage

	Summary	Target	Actual
Shrinkage baseline (GWh)	Shrinkage is the industry term for gas lost through leaks on our pipes, plus gas lost through theft, and gas used by us for operational purposes. We were ahead of our target throughout RIIO GD1, by continuing to replace old, leak prone pipes and by effectively managing the pressure of gas passing through the network, to avoid putting unnecessary strain on the pipes.	379 GWh	328 GWh (baseline: 433 GWh)
Leakage baseline (GWh)	The total volume of gas lost through leaks on the pipe network. This figure is a major contributor to the overall ‘shrinkage’ total (see previous statistic). We exceeded our leakage target throughout RIIO GD1, by continuing to replace old, leak prone pipes and by effectively managing the pressure of gas passing through the network, to avoid putting unnecessary strain on the pipes.	354 GWh	306 GWh (baseline: 408 GWh)
Business carbon footprint	Although no specific business carbon footprint target has been set by Ofgem, all gas distributors are expected to make steady progress. 2020/21 saw us reduce our business mileage and lower our energy consumption in buildings as a result of the Covid-19 pandemic.	0	6,501 tC02-e

Other emissions and natural resource use

	Summary	Target	Actual
Number of sites where statutory remediation has been carried out	In 2020/21, we continued the process of reviewing our sites, to identify any potential issues with land contamination and identified two sites for remediation..	Zero	2
Use of virgin aggregate	Our use of virgin aggregate increased in 2020/21 partly due to supply issues with recycled aggregate in Cumbria, and also due to stakeholder demand to meet engineering requirements. Despite this, we still exceeded our internal target and we are proud to announce good progress overall with our usage of virgin aggregate reducing by approximately 61% since 2013/14.	<17,000 tonnes (internal)	13,505 tonnes
Amount of spoil to landfill	Reducing the volume of spoil to landfill has always proved challenging, partly due to high clay content in the spoil created across our network. While we are ahead of our internal target, we are continuing to work with our partners and the wider industry to increase the recycling facilities available. This still proves to be an ongoing challenge and remains an area of focus.	<13,000 tonnes (internal)	120 tonnes
ISO 14001 major non conformities	ISO 14001 is a family of standards related to environmental management. It helps companies minimise any adverse environmental impact and comply with relevant laws and regulations.	0	-

Biomethane

	Summary	Target	Actual
Total capacity of biomethane connected	NGN are big supporters of biomethane production a clean, sustainable gas formed by the breakdown of organic material, to produce biogas which is then enriched with propane to produce biomethane. Our role is to help biomethane producers get their product into our network, and into customers’ homes. Over the past few years we have seen a decrease in the number of biomethane producers that want to connect to our network, which we believe is as a result of the timescales imposed by the Renewable Heat Incentive (RHI) Regulations announced in May 2018. Under the regulations, new biomethane plants have to flow gas to grid by 31 January 2020 to be eligible for the Tariff Guarantee.	Annual comparison with other gas distribution networks	6,290
Total capacity of biomethane enquiries/applications in progress (MW)	Over the past few years we have seen a decrease in the number of biomethane producers that want to connect to our network, which we believe is as a result of the timescales imposed by the Renewable Heat Incentive (RHI) Regulations announced in May 2018. Under the regulations, new biomethane plants have to flow gas to grid by 31 January 2020 to be eligible for the Tariff Guarantee.	Annual comparison with other gas distribution networks	9,170
Information provision and connection charging for distributed gas	Getting a biomethane plant connected to the gas network is a complex and demanding process, so provision of clear, timely information about technical requirements and pricing is extremely important. We have a dedicate team providing this service, along with a dedicated website, an introductory brochure and a detailed technical manual, available to all producers.	No target	Met
Voluntary standards of service: 15 day response to initial enquiry under 7bar	Provision of clear, timely information about the technical requirements of connecting to our network, and associated pricing, allows prospective biomethane producers to decide if there project is viable. Our dedicated biomethane team handles enquiries promptly.	100%	100%
Voluntary standard of service: 30 day response to capacity study under 7 bar	Provision of clear, timely information about the technical requirements of connecting to our network, and associated pricing, allows prospective biomethane producers to decide if there project is viable. Our dedicated biomethane team handles enquiries promptly.	100%	100%

Year: 2020/21

Gas shrinkage

	Summary	Target	Actual
Shrinkage baseline (GWh)	Shrinkage is the industry term for gas lost through leaks on our pipes, plus gas lost through theft, and gas used by us for operational purposes. We were ahead of our target throughout RIIO GD1, by continuing to replace old, leak prone pipes and by effectively managing the pressure of gas passing through the network, to avoid putting unnecessary strain on the pipes.	379 GWh	319 GWh (baseline: 379 GWh)
Leakage baseline (GWh)	The total volume of gas lost through leaks on the pipe network. This figure is a major contributor to the overall ‘shrinkage’ total (see previous statistic). We exceeded our leakage target throughout RIIO GD1, by continuing to replace old, leak prone pipes and by effectively managing the pressure of gas passing through the network, to avoid putting unnecessary strain on the pipes.	354 GWh	297 GWh (baseline: 354 GWh)
Business carbon footprint	Although no specific business carbon footprint target has been set by Ofgem, all gas distributors are expected to make steady progress. 2020/21 saw us reduce our business mileage and lower our energy consumption in buildings as a result of the Covid-19 pandemic.	0	5,537 tC02-e

Other emissions and natural resource use

	Summary	Target	Actual
Number of sites where statutory remediation has been carried out	In 2020/21, we continued the process of reviewing our sites, to identify any potential issues with land contamination and identified two sites for remediation..	Zero	2
Use of virgin aggregate	Our use of virgin aggregate increased in 2020/21 partly due to supply issues with recycled aggregate in Cumbria, and also due to stakeholder demand to meet engineering requirements. Despite this, we still exceeded our internal target and we are proud to announce good progress overall with our usage of virgin aggregate reducing by approximately 61% since 2013/14.	<17,000 tonnes (internal)	14,740 tonnes
Amount of spoil to landfill	Reducing the volume of spoil to landfill has always proved challenging, partly due to high clay content in the spoil created across our network. While we are ahead of our internal target, we are continuing to work with our partners and the wider industry to increase the recycling facilities available. This still proves to be an ongoing challenge and remains an area of focus.	<13,000 tonnes (internal)	202 tonnes
ISO 14001 major non conformities	ISO 14001 is a family of standards related to environmental management. It helps companies minimise any adverse environmental impact and comply with relevant laws and regulations.	0	-

Biomethane

	Summary	Target	Actual
Total capacity of biomethane connected	NGN are big supporters of biomethane production a clean, sustainable gas formed by the breakdown of organic material, to produce biogas which is then enriched with propane to produce biomethane. Our role is to help biomethane producers get their product into our network, and into customers’ homes. Over the past few years we have seen a decrease in the number of biomethane producers that want to connect to our network, which we believe is as a result of the timescales imposed by the Renewable Heat Incentive (RHI) Regulations announced in May 2018. Under the regulations, new biomethane plants have to flow gas to grid by 31 January 2020 to be eligible for the Tariff Guarantee.	Annual comparison with other gas distribution networks	-
Total capacity of biomethane enquiries/applications in progress (MW)	Over the past few years we have seen a decrease in the number of biomethane producers that want to connect to our network, which we believe is as a result of the timescales imposed by the Renewable Heat Incentive (RHI) Regulations announced in May 2018. Under the regulations, new biomethane plants have to flow gas to grid by 31 January 2020 to be eligible for the Tariff Guarantee.	Annual comparison with other gas distribution networks	7,446
Information provision and connection charging for distributed gas	Getting a biomethane plant connected to the gas network is a complex and demanding process, so provision of clear, timely information about technical requirements and pricing is extremely important. We have a dedicate team providing this service, along with a dedicated website, an introductory brochure and a detailed technical manual, available to all producers.	No target	Met
Voluntary standards of service: 15 day response to initial enquiry under 7bar	Provision of clear, timely information about the technical requirements of connecting to our network, and associated pricing, allows prospective biomethane producers to decide if there project is viable. Our dedicated biomethane team handles enquiries promptly.	100%	100%
Voluntary standard of service: 30 day response to capacity study under 7 bar	Provision of clear, timely information about the technical requirements of connecting to our network, and associated pricing, allows prospective biomethane producers to decide if there project is viable. Our dedicated biomethane team handles enquiries promptly.	100%	100%

Support where its needed most

Our region contains some of the most economically challenged communities in the UK, from remote parts of rural Northumberland to deprived areas of Bradford.

As a company that’s embedded in these neighbourhoods, it’s our duty to support communities and individuals facing difficulties, such as fuel poverty and associated forms of vulnerability.

Taking on the 'silent killer'

Carbon Monoxide (CO) is a poisonous gas produced by the incomplete burning of carbon fuels including solid fuels and liquid petroleum gas. (e.g. due to faulty boilers or other gas appliance) CO can’t be seen, smelt or tasted, and is often referred to as ‘the silent killer.’

CO poisoning claims around 40 lives each year in England and Wales.

We educated and protected the region against CO, through schools workshops; customer briefings in the home; public awareness campaigns and by equipping all our emergency engineers with handheld CO detectors.

We also worked closely with other gas distributors and charities on joint activity.

Year: Year: 2013/14

CO Detection Technology

	Summary	Target	Actual
Providing emergency engineers with smart CO detection technology	We have completed our roll out of life saving CO detection equipment for our emergency gas engineers. 1,200 engineers now use this technology each day.	200	200

Year: Year: 2014/15

CO Detection Technology

	Summary	Target	Actual
Providing emergency engineers with smart CO detection technology	We have completed our roll out of life saving CO detection equipment for our emergency gas engineers. 1,200 engineers now use this technology each day.	200	200

Year: Year: 2015/16

CO Detection Technology

	Summary	Target	Actual
Providing emergency engineers with smart CO detection technology	We have completed our roll out of life saving CO detection equipment for our emergency gas engineers. 1,200 engineers now use this technology each day.	200	200

Year: Year: 2016/17

CO Detection Technology

	Summary	Target	Actual
Providing emergency engineers with smart CO detection technology	We have completed our roll out of life saving CO detection equipment for our emergency gas engineers. 1,200 engineers now use this technology each day.	200	Business as usual

Year: Year: 2017/18

CO Detection Technology

	Summary	Target	Actual
Providing emergency engineers with smart CO detection technology	We have completed our roll out of life saving CO detection equipment for our emergency gas engineers. 1,200 engineers now use this technology each day.	200	Business as usual

Year: Year: 2018/19

CO Detection Technology

	Summary	Target	Actual
Providing emergency engineers with smart CO detection technology	We have completed our roll out of life saving CO detection equipment for our emergency gas engineers. 1,200 engineers now use this technology each day.	200	Business as usual

Year: Year: 2019/20

CO Detection Technology

	Summary	Target	Actual
Providing emergency engineers with smart CO detection technology	We have completed our roll out of life saving CO detection equipment for our emergency gas engineers. 1,200 engineers now use this technology each day.	200	Business as usual

Year: Year: 2020/21

CO Detection Technology

	Summary	Target	Actual
Providing emergency engineers with smart CO detection technology	We have completed our roll out of life saving CO detection equipment for our emergency gas engineers. 1,200 engineers now use this technology each day.	200	Business as usual

Staying warm and healthy

We’re committed to helping our more vulnerable customers stay warm; budget effectively and look after their health.

With fuel poverty still a pressing issue in our region and we provided a range of additional support such as free home energy audits, a funding scheme for grass roots initiatives and partnerships with charities and training providers.
We also continued to train our own colleagues, so that they can better advise customers who are facing vulnerable circumstances.

Year: Year: 2013/14

Fuel Poor Connections

	Summary	Target	Actual
Number of fuel poor connections	We exceeded our target for providing gas connections to some of our poorest customers, delivering 15,621 free gas connections since 2013/14 – smashing our eight year target of 14,000!	1,917	1,164

Year: Year: 2014/15

Fuel Poor Connections

	Summary	Target	Actual
Number of fuel poor connections	We exceeded our target for providing gas connections to some of our poorest customers, delivering 15,621 free gas connections since 2013/14 – smashing our eight year target of 14,000!	1,917	1,707

Year: Year: 2015/16

Fuel Poor Connections

	Summary	Target	Actual
Number of fuel poor connections	We exceeded our target for providing gas connections to some of our poorest customers, delivering 15,621 free gas connections since 2013/14 – smashing our eight year target of 14,000!	1,917	2,458

Year: Year: 2016/17

Fuel Poor Connections

	Summary	Target	Actual
Number of fuel poor connections	We exceeded our target for providing gas connections to some of our poorest customers, delivering 15,621 free gas connections since 2013/14 – smashing our eight year target of 14,000!	1,917	2,626

Year: Year: 2017/18

Fuel Poor Connections

	Summary	Target	Actual
Number of fuel poor connections	We exceeded our target for providing gas connections to some of our poorest customers, delivering 15,621 free gas connections since 2013/14 – smashing our eight year target of 14,000!	1,917	2,099

Year: Year: 2018/19

Fuel Poor Connections

	Summary	Target	Actual
Number of fuel poor connections	We exceeded our target for providing gas connections to some of our poorest customers, delivering 15,621 free gas connections since 2013/14 – smashing our eight year target of 14,000!	1,917	2,763

Year: Year: 2019/20

Fuel Poor Connections

	Summary	Target	Actual
Number of fuel poor connections	We exceeded our target for providing gas connections to some of our poorest customers, delivering 15,621 free gas connections since 2013/14 – smashing our eight year target of 14,000!	1,917	1,933

Year: Year: 2020/21

Fuel Poor Connections

	Summary	Target	Actual
Number of fuel poor connections	We exceeded our target for providing gas connections to some of our poorest customers, delivering 15,621 free gas connections since 2013/14 – smashing our eight year target of 14,000!	1,917	859

Delivering for our customers

We continued to listen to and understand our customers needs by working closely with them and our stakeholders to make sure we delivered a great service.

Year: Year: 2013/14

Customer Service

	Summary	Target	Actual
Unplanned interruptions (score out of 10)	Unplanned interruptions are issues such as gas escapes, which result in the gas going of suddenly and without warning. Each year, Ofgem carries out surveys among a cross-section of customers affected by such an interruption, to gauge their level of satisfaction with our response. Our score of 9.55 is ahead of target, and in line with our outperformance throughout RIIO GD1. The professionalism and dedication of our emergency engineers had a lot to do with this great performance.	9.0	9.3
Planned interruptions (score out of 10)	Planned interruptions are periods when the gas goes off for essential repair or maintenance work. Customers are given advanced notice, usually through letters. Our score of 8.92 is ahead of target and in line with our outperformance throughout much of RIIO GD1. Lots of elements went into this strong performance, including the use of detailed mitigation plans for each job, to minimise inconvenience, and weighting our programme of work, so that fewer jobs are carried out in winter, when the impact of losing gas is more acute.	8.5	8.4
Connections (score out of 10)	This is a measure of how we performed when installing private gas connections for homes or businesses. Our score of 9.05 out of 10 is ahead of our target and in line with our outperformance throughout RIIO GD1. We’ve transformed our connections service in recent years, to make it far more customer focused, and this is reflected in the strong score.	8.4	8.6
Complaints metric	We receive an overall complaints score each year, based on four different elements: the percentage of complaints unresolved after one working day; percentage of complaints unresolved after 31 working days; percentage of repeat complaints and the number of Energy Ombudsman decisions that have gone against us.	11.6	4.8

Year: Year: 2014/15

Customer Service

	Summary	Target	Actual
Unplanned interruptions (score out of 10)	Unplanned interruptions are issues such as gas escapes, which result in the gas going of suddenly and without warning. Each year, Ofgem carries out surveys among a cross-section of customers affected by such an interruption, to gauge their level of satisfaction with our response. Our score of 9.55 is ahead of target, and in line with our outperformance throughout RIIO GD1. The professionalism and dedication of our emergency engineers had a lot to do with this great performance.	9.0	9.4
Planned interruptions (score out of 10)	Planned interruptions are periods when the gas goes off for essential repair or maintenance work. Customers are given advanced notice, usually through letters. Our score of 8.92 is ahead of target and in line with our outperformance throughout much of RIIO GD1. Lots of elements went into this strong performance, including the use of detailed mitigation plans for each job, to minimise inconvenience, and weighting our programme of work, so that fewer jobs are carried out in winter, when the impact of losing gas is more acute.	8.5	8.7
Connections (score out of 10)	This is a measure of how we performed when installing private gas connections for homes or businesses. Our score of 9.05 out of 10 is ahead of our target and in line with our outperformance throughout RIIO GD1. We’ve transformed our connections service in recent years, to make it far more customer focused, and this is reflected in the strong score.	8.4	9.0
Complaints metric	We receive an overall complaints score each year, based on four different elements: the percentage of complaints unresolved after one working day; percentage of complaints unresolved after 31 working days; percentage of repeat complaints and the number of Energy Ombudsman decisions that have gone against us.	11.6	2.7

Year: Year: 2015/2016

Customer Service 2015/16

	Summary	Target	Actual
Unplanned interruptions (score out of 10)	Unplanned interruptions are issues such as gas escapes, which result in the gas going of suddenly and without warning. Each year, Ofgem carries out surveys among a cross-section of customers affected by such an interruption, to gauge their level of satisfaction with our response. Our score of 9.55 is ahead of target, and in line with our outperformance throughout RIIO GD1. The professionalism and dedication of our emergency engineers had a lot to do with this great performance.	9.0	9.5
Planned interruptions (score out of 10)	Planned interruptions are periods when the gas goes off for essential repair or maintenance work. Customers are given advanced notice, usually through letters. Our score of 8.92 is ahead of target and in line with our outperformance throughout much of RIIO GD1. Lots of elements went into this strong performance, including the use of detailed mitigation plans for each job, to minimise inconvenience, and weighting our programme of work, so that fewer jobs are carried out in winter, when the impact of losing gas is more acute.	8.5	8.9
Connections (score out of 10)	This is a measure of how we performed when installing private gas connections for homes or businesses. Our score of 9.05 out of 10 is ahead of our target and in line with our outperformance throughout RIIO GD1. We’ve transformed our connections service in recent years, to make it far more customer focused, and this is reflected in the strong score.	8.4	9.1
Complaints metric	We receive an overall complaints score each year, based on four different elements: the percentage of complaints unresolved after one working day; percentage of complaints unresolved after 31 working days; percentage of repeat complaints and the number of Energy Ombudsman decisions that have gone against us.	11.6	3.1

Year: Year: 2016/17

Customer Service

	Summary	Target	Actual
Unplanned interruptions (score out of 10)	Unplanned interruptions are issues such as gas escapes, which result in the gas going of suddenly and without warning. Each year, Ofgem carries out surveys among a cross-section of customers affected by such an interruption, to gauge their level of satisfaction with our response. Our score of 9.55 is ahead of target, and in line with our outperformance throughout RIIO GD1. The professionalism and dedication of our emergency engineers had a lot to do with this great performance.	9.0	9.46
Planned interruptions (score out of 10)	Planned interruptions are periods when the gas goes off for essential repair or maintenance work. Customers are given advanced notice, usually through letters. Our score of 8.92 is ahead of target and in line with our outperformance throughout much of RIIO GD1. Lots of elements went into this strong performance, including the use of detailed mitigation plans for each job, to minimise inconvenience, and weighting our programme of work, so that fewer jobs are carried out in winter, when the impact of losing gas is more acute.	8.5	8.9
Connections (score out of 10)	This is a measure of how we performed when installing private gas connections for homes or businesses. Our score of 9.05 out of 10 is ahead of our target and in line with our outperformance throughout RIIO GD1. We’ve transformed our connections service in recent years, to make it far more customer focused, and this is reflected in the strong score.	8.4	9.16
Complaints metric	We receive an overall complaints score each year, based on four different elements: the percentage of complaints unresolved after one working day; percentage of complaints unresolved after 31 working days; percentage of repeat complaints and the number of Energy Ombudsman decisions that have gone against us.	11.6	2.7

Year: Year: 2017/18

Customer Service

	Summary	Target	Actual
Unplanned interruptions (score out of 10)	Unplanned interruptions are issues such as gas escapes, which result in the gas going of suddenly and without warning. Each year, Ofgem carries out surveys among a cross-section of customers affected by such an interruption, to gauge their level of satisfaction with our response. Our score of 9.55 is ahead of target, and in line with our outperformance throughout RIIO GD1. The professionalism and dedication of our emergency engineers had a lot to do with this great performance.	9.0	9.45
Planned interruptions (score out of 10)	Planned interruptions are periods when the gas goes off for essential repair or maintenance work. Customers are given advanced notice, usually through letters. Our score of 8.92 is ahead of target and in line with our outperformance throughout much of RIIO GD1. Lots of elements went into this strong performance, including the use of detailed mitigation plans for each job, to minimise inconvenience, and weighting our programme of work, so that fewer jobs are carried out in winter, when the impact of losing gas is more acute.	8.5	8.85
Connections (score out of 10)	This is a measure of how we performed when installing private gas connections for homes or businesses. Our score of 9.05 out of 10 is ahead of our target and in line with our outperformance throughout RIIO GD1. We’ve transformed our connections service in recent years, to make it far more customer focused, and this is reflected in the strong score.	8.4	9.14
Complaints metric	We receive an overall complaints score each year, based on four different elements: the percentage of complaints unresolved after one working day; percentage of complaints unresolved after 31 working days; percentage of repeat complaints and the number of Energy Ombudsman decisions that have gone against us.	11.6	3.4

Year: Year: 2018/19

Customer Service

	Summary	Target	Actual
Unplanned interruptions (score out of 10)	Unplanned interruptions are issues such as gas escapes, which result in the gas going of suddenly and without warning. Each year, Ofgem carries out surveys among a cross-section of customers affected by such an interruption, to gauge their level of satisfaction with our response. Our score of 9.55 is ahead of target, and in line with our outperformance throughout RIIO GD1. The professionalism and dedication of our emergency engineers had a lot to do with this great performance.	9.0	9.49
Planned interruptions (score out of 10)	Planned interruptions are periods when the gas goes off for essential repair or maintenance work. Customers are given advanced notice, usually through letters. Our score of 8.92 is ahead of target and in line with our outperformance throughout much of RIIO GD1. Lots of elements went into this strong performance, including the use of detailed mitigation plans for each job, to minimise inconvenience, and weighting our programme of work, so that fewer jobs are carried out in winter, when the impact of losing gas is more acute.	8.5	8.83
Connections (score out of 10)	This is a measure of how we performed when installing private gas connections for homes or businesses. Our score of 9.05 out of 10 is ahead of our target and in line with our outperformance throughout RIIO GD1. We’ve transformed our connections service in recent years, to make it far more customer focused, and this is reflected in the strong score.	8.4	8.93
Complaints metric	We receive an overall complaints score each year, based on four different elements: the percentage of complaints unresolved after one working day; percentage of complaints unresolved after 31 working days; percentage of repeat complaints and the number of Energy Ombudsman decisions that have gone against us.	11.6	2.9

Year: Year: 2019/2020

Customer Service

	Summary	Target	Actual
Unplanned interruptions (score out of 10)	Unplanned interruptions are issues such as gas escapes, which result in the gas going of suddenly and without warning. Each year, Ofgem carries out surveys among a cross-section of customers affected by such an interruption, to gauge their level of satisfaction with our response. Our score of 9.55 is ahead of target, and in line with our outperformance throughout RIIO GD1. The professionalism and dedication of our emergency engineers had a lot to do with this great performance.	9.0	9.48
Planned interruptions (score out of 10)	Planned interruptions are periods when the gas goes off for essential repair or maintenance work. Customers are given advanced notice, usually through letters. Our score of 8.92 is ahead of target and in line with our outperformance throughout much of RIIO GD1. Lots of elements went into this strong performance, including the use of detailed mitigation plans for each job, to minimise inconvenience, and weighting our programme of work, so that fewer jobs are carried out in winter, when the impact of losing gas is more acute.	8.5	8.92
Connections (score out of 10)	This is a measure of how we performed when installing private gas connections for homes or businesses. Our score of 9.05 out of 10 is ahead of our target and in line with our outperformance throughout RIIO GD1. We’ve transformed our connections service in recent years, to make it far more customer focused, and this is reflected in the strong score.	8.4	9.05
Complaints metric	We receive an overall complaints score each year, based on four different elements: the percentage of complaints unresolved after one working day; percentage of complaints unresolved after 31 working days; percentage of repeat complaints and the number of Energy Ombudsman decisions that have gone against us.	11.6	2.44

Year: Year: 2020/21

Customer Service

	Summary	Target	Actual
Unplanned interruptions (score out of 10)	Unplanned interruptions are issues such as gas escapes, which result in the gas going of suddenly and without warning. Each year, Ofgem carries out surveys among a cross-section of customers affected by such an interruption, to gauge their level of satisfaction with our response. Our score of 9.55 is ahead of target, and in line with our outperformance throughout RIIO GD1. The professionalism and dedication of our emergency engineers had a lot to do with this great performance.	9.0	9.55
Planned interruptions (score out of 10)	Planned interruptions are periods when the gas goes off for essential repair or maintenance work. Customers are given advanced notice, usually through letters. Our score of 8.92 is ahead of target and in line with our outperformance throughout much of RIIO GD1. Lots of elements went into this strong performance, including the use of detailed mitigation plans for each job, to minimise inconvenience, and weighting our programme of work, so that fewer jobs are carried out in winter, when the impact of losing gas is more acute.	8.5	8.92
Connections (score out of 10)	This is a measure of how we performed when installing private gas connections for homes or businesses. Our score of 9.05 out of 10 is ahead of our target and in line with our outperformance throughout RIIO GD1. We’ve transformed our connections service in recent years, to make it far more customer focused, and this is reflected in the strong score.	8.4	9.05
Complaints metric	We receive an overall complaints score each year, based on four different elements: the percentage of complaints unresolved after one working day; percentage of complaints unresolved after 31 working days; percentage of repeat complaints and the number of Energy Ombudsman decisions that have gone against us.	11.6	2.40

Making the right connection

A gas connection is just one element of a bigger project, such as a new development or property extension. Customers reply on us to deliver a speedy, reliable service from their very first enquiry.

Year: Year: 2013/14

Connections

	Summary	Target	Actual
Percentage of connection jobs substantially completed on date agreed with the customer	Hitting our completion targets is really important for customers, especially as any delays to our work can have knock-on consequences for the customer’s wider project (e.g. a building extension or new build). Our 95% target was challenging, and we performed extremely well to exceed it.	95%	98.6%
Percentage of commencement and completion dates for connections above 275 kwh provided within 20 days	We know that our customers have busy lives and that a new connection is often just one part of a wider project, so it’s important that we give as much notice as possible about when the work is due to start and finish so that customers can plan around the wider project. We strive to do this 100% of the time and we were pleased to deliver in 2020/21.	100% (for connections above 275kwh)	98.5%
% of commencement and completion dates for connections below 275kwh provided within 20 days	We know that our customers have busy lives and that a new connection is often just one part of a wider project, so it’s important that we give as much notice as possible about when the work is due to start and finish so that customers can plan around the wider project. We just came in behind our annual target for connections below 275 kwh.	99.6% (for connections below 275kwh)	99.8%
Percentage of standard quotations issued in six working days	As private connections are commercial transactions, we quote for each and every job. A speedy turnaround for quotes is important, especially as the gas connection is usually just one element of a wider project, such as a building extension. Delays from us can affect the whole timetable. We were just behind our 99.6% target in 2020/21.	99.6%	99.7%
% of non-standard connection quotes below 275kwh issued in 11 working days	A 99.6% target is very testing for this measure. A ‘non-standard’ connection often means a complex job, requiring significant research before we can provide an accurate quote. Unfortunately, we just missed out on hitting our target in 2020/21.	99.6%	99.6%
% of non-standard connection quotes above 275kwh issued in 21 working days	A 99.6% target is very testing for this measure. A ‘non-standard’ connection often means a complex job, requiring significant groundwork before we can provide an accurate quote. We missed our target this year.	99.6%	98.7%
% of land enquiries where response sent within 5 working days	Unfortunately, we missed out on hitting our target in 2020/21.	99.6%	99.6%

Year: Year: 2014/15

Connections

	Summary	Target	Actual
Percentage of connection jobs substantially completed on date agreed with the customer	Hitting our completion targets is really important for customers, especially as any delays to our work can have knock-on consequences for the customer’s wider project (e.g. a building extension or new build). Our 95% target was challenging, and we performed extremely well to exceed it.	95%	98.6%
Percentage of commencement and completion dates for connections above 275 kwh provided within 20 days	We know that our customers have busy lives and that a new connection is often just one part of a wider project, so it’s important that we give as much notice as possible about when the work is due to start and finish so that customers can plan around the wider project. We strive to do this 100% of the time and we were pleased to deliver in 2020/21.	100% (for connections above 275kwh)	98.5%
% of commencement and completion dates for connections below 275kwh provided within 20 days	We know that our customers have busy lives and that a new connection is often just one part of a wider project, so it’s important that we give as much notice as possible about when the work is due to start and finish so that customers can plan around the wider project. We just came in behind our annual target for connections below 275 kwh.	99.6% (for connections below 275kwh)	99.8%
Percentage of standard quotations issued in six working days	As private connections are commercial transactions, we quote for each and every job. A speedy turnaround for quotes is important, especially as the gas connection is usually just one element of a wider project, such as a building extension. Delays from us can affect the whole timetable. We were just behind our 99.6% target in 2020/21.	99.6%	99.7%
% of non-standard connection quotes below 275kwh issued in 11 working days	A 99.6% target is very testing for this measure. A ‘non-standard’ connection often means a complex job, requiring significant research before we can provide an accurate quote. Unfortunately, we just missed out on hitting our target in 2020/21.	99.6%	99.6%
% of non-standard connection quotes above 275kwh issued in 21 working days	A 99.6% target is very testing for this measure. A ‘non-standard’ connection often means a complex job, requiring significant groundwork before we can provide an accurate quote. We missed our target this year.	99.6%	98.7%
% of land enquiries where response sent within 5 working days	Unfortunately, we missed out on hitting our target in 2020/21.	99.6%	99.6%

Year: Year: 2015/16

Connections

	Summary	Target	Actual
Percentage of connection jobs substantially completed on date agreed with the customer	Hitting our completion targets is really important for customers, especially as any delays to our work can have knock-on consequences for the customer’s wider project (e.g. a building extension or new build). Our 95% target was challenging, and we performed extremely well to exceed it.	95%	98.4%
Percentage of commencement and completion dates for connections above 275 kwh provided within 20 days	We know that our customers have busy lives and that a new connection is often just one part of a wider project, so it’s important that we give as much notice as possible about when the work is due to start and finish so that customers can plan around the wider project. We strive to do this 100% of the time and we were pleased to deliver in 2020/21.	100% (for connections above 275kwh)	97.6%
% of commencement and completion dates for connections below 275kwh provided within 20 days	We know that our customers have busy lives and that a new connection is often just one part of a wider project, so it’s important that we give as much notice as possible about when the work is due to start and finish so that customers can plan around the wider project. We just came in behind our annual target for connections below 275 kwh.	99.6% (for connections below 275kwh)	100%
Percentage of standard quotations issued in six working days	As private connections are commercial transactions, we quote for each and every job. A speedy turnaround for quotes is important, especially as the gas connection is usually just one element of a wider project, such as a building extension. Delays from us can affect the whole timetable. We were just behind our 99.6% target in 2020/21.	99.6%	99.8%
% of non-standard connection quotes below 275kwh issued in 11 working days	A 99.6% target is very testing for this measure. A ‘non-standard’ connection often means a complex job, requiring significant research before we can provide an accurate quote. Unfortunately, we just missed out on hitting our target in 2020/21.	99.6%	99.8%
% of non-standard connection quotes above 275kwh issued in 21 working days	A 99.6% target is very testing for this measure. A ‘non-standard’ connection often means a complex job, requiring significant groundwork before we can provide an accurate quote. We missed our target this year.	99.6%	100%
% of land enquiries where response sent within 5 working days	Unfortunately, we missed out on hitting our target in 2020/21.	99.6%	100%

Year: Year: 2016/17

Connections

	Summary	Target	Actual
Percentage of connection jobs substantially completed on date agreed with the customer	Hitting our completion targets is really important for customers, especially as any delays to our work can have knock-on consequences for the customer’s wider project (e.g. a building extension or new build). Our 95% target was challenging, and we performed extremely well to exceed it.	95%	98.5%
Percentage of commencement and completion dates for connections above 275 kwh provided within 20 days	We know that our customers have busy lives and that a new connection is often just one part of a wider project, so it’s important that we give as much notice as possible about when the work is due to start and finish so that customers can plan around the wider project. We strive to do this 100% of the time and we were pleased to deliver in 2020/21.	100% (for connections above 275kwh)	100%
% of commencement and completion dates for connections below 275kwh provided within 20 days	We know that our customers have busy lives and that a new connection is often just one part of a wider project, so it’s important that we give as much notice as possible about when the work is due to start and finish so that customers can plan around the wider project. We just came in behind our annual target for connections below 275 kwh.	99.6% (for connections below 275kwh)	99.97%
Percentage of standard quotations issued in six working days	As private connections are commercial transactions, we quote for each and every job. A speedy turnaround for quotes is important, especially as the gas connection is usually just one element of a wider project, such as a building extension. Delays from us can affect the whole timetable. We were just behind our 99.6% target in 2020/21.	99.6%	99.92%
% of non-standard connection quotes below 275kwh issued in 11 working days	A 99.6% target is very testing for this measure. A ‘non-standard’ connection often means a complex job, requiring significant research before we can provide an accurate quote. Unfortunately, we just missed out on hitting our target in 2020/21.	99.6%	99.85%
% of non-standard connection quotes above 275kwh issued in 21 working days	A 99.6% target is very testing for this measure. A ‘non-standard’ connection often means a complex job, requiring significant groundwork before we can provide an accurate quote. We missed our target this year.	99.6%	100%
% of land enquiries where response sent within 5 working days	Unfortunately, we missed out on hitting our target in 2020/21.	99.6%	99.43%

Year: Year: 2017/18

Connections

	Summary	Target	Actual
Percentage of connection jobs substantially completed on date agreed with the customer	Hitting our completion targets is really important for customers, especially as any delays to our work can have knock-on consequences for the customer’s wider project (e.g. a building extension or new build). Our 95% target was challenging, and we performed extremely well to exceed it.	95%	97.69%
Percentage of commencement and completion dates for connections above 275 kwh provided within 20 days	We know that our customers have busy lives and that a new connection is often just one part of a wider project, so it’s important that we give as much notice as possible about when the work is due to start and finish so that customers can plan around the wider project. We strive to do this 100% of the time and we were pleased to deliver in 2020/21.	100% (for connections above 275kwh)	100%
% of commencement and completion dates for connections below 275kwh provided within 20 days	We know that our customers have busy lives and that a new connection is often just one part of a wider project, so it’s important that we give as much notice as possible about when the work is due to start and finish so that customers can plan around the wider project. We just came in behind our annual target for connections below 275 kwh.	99.6% (for connections below 275kwh)	99.94%
Percentage of standard quotations issued in six working days	As private connections are commercial transactions, we quote for each and every job. A speedy turnaround for quotes is important, especially as the gas connection is usually just one element of a wider project, such as a building extension. Delays from us can affect the whole timetable. We were just behind our 99.6% target in 2020/21.	99.6%	99.66%
% of non-standard connection quotes below 275kwh issued in 11 working days	A 99.6% target is very testing for this measure. A ‘non-standard’ connection often means a complex job, requiring significant research before we can provide an accurate quote. Unfortunately, we just missed out on hitting our target in 2020/21.	99.6%	99.52%
% of non-standard connection quotes above 275kwh issued in 21 working days	A 99.6% target is very testing for this measure. A ‘non-standard’ connection often means a complex job, requiring significant groundwork before we can provide an accurate quote. We missed our target this year.	99.6%	99.68%
% of land enquiries where response sent within 5 working days	Unfortunately, we missed out on hitting our target in 2020/21.	99.6%	98.26%

Year: Year: 2018/19

Connections

	Summary	Target	Actual
Percentage of connection jobs substantially completed on date agreed with the customer	Hitting our completion targets is really important for customers, especially as any delays to our work can have knock-on consequences for the customer’s wider project (e.g. a building extension or new build). Our 95% target was challenging, and we performed extremely well to exceed it.	95%	97.2%
Percentage of commencement and completion dates for connections above 275 kwh provided within 20 days	We know that our customers have busy lives and that a new connection is often just one part of a wider project, so it’s important that we give as much notice as possible about when the work is due to start and finish so that customers can plan around the wider project. We strive to do this 100% of the time and we were pleased to deliver in 2020/21.	100% (for connections above 275kwh)	97.01%
% of commencement and completion dates for connections below 275kwh provided within 20 days	We know that our customers have busy lives and that a new connection is often just one part of a wider project, so it’s important that we give as much notice as possible about when the work is due to start and finish so that customers can plan around the wider project. We just came in behind our annual target for connections below 275 kwh.	99.6% (for connections below 275kwh)	99.72%
Percentage of standard quotations issued in six working days	As private connections are commercial transactions, we quote for each and every job. A speedy turnaround for quotes is important, especially as the gas connection is usually just one element of a wider project, such as a building extension. Delays from us can affect the whole timetable. We were just behind our 99.6% target in 2020/21.	99.6%	99.6%
% of non-standard connection quotes below 275kwh issued in 11 working days	A 99.6% target is very testing for this measure. A ‘non-standard’ connection often means a complex job, requiring significant research before we can provide an accurate quote. Unfortunately, we just missed out on hitting our target in 2020/21.	99.6%	99.4%
% of non-standard connection quotes above 275kwh issued in 21 working days	A 99.6% target is very testing for this measure. A ‘non-standard’ connection often means a complex job, requiring significant groundwork before we can provide an accurate quote. We missed our target this year.	99.6%	97.03%
% of land enquiries where response sent within 5 working days	Unfortunately, we missed out on hitting our target in 2020/21.	99.6%	100%

Year: Year: 2019/20

Connections

	Summary	Target	Actual
Percentage of connection jobs substantially completed on date agreed with the customer	Hitting our completion targets is really important for customers, especially as any delays to our work can have knock-on consequences for the customer’s wider project (e.g. a building extension or new build). Our 95% target was challenging, and we performed extremely well to exceed it.	95%	91.17%
Percentage of commencement and completion dates for connections above 275 kwh provided within 20 days	We know that our customers have busy lives and that a new connection is often just one part of a wider project, so it’s important that we give as much notice as possible about when the work is due to start and finish so that customers can plan around the wider project. We strive to do this 100% of the time and we were pleased to deliver in 2020/21.	100% (for connections above 275kwh)	91.38%
% of commencement and completion dates for connections below 275kwh provided within 20 days	We know that our customers have busy lives and that a new connection is often just one part of a wider project, so it’s important that we give as much notice as possible about when the work is due to start and finish so that customers can plan around the wider project. We just came in behind our annual target for connections below 275 kwh.	99.6% (for connections below 275kwh)	97.67%
Percentage of standard quotations issued in six working days	As private connections are commercial transactions, we quote for each and every job. A speedy turnaround for quotes is important, especially as the gas connection is usually just one element of a wider project, such as a building extension. Delays from us can affect the whole timetable. We were just behind our 99.6% target in 2020/21.	99.6%	97.90%
% of non-standard connection quotes below 275kwh issued in 11 working days	A 99.6% target is very testing for this measure. A ‘non-standard’ connection often means a complex job, requiring significant research before we can provide an accurate quote. Unfortunately, we just missed out on hitting our target in 2020/21.	99.6%	97.67%
% of non-standard connection quotes above 275kwh issued in 21 working days	A 99.6% target is very testing for this measure. A ‘non-standard’ connection often means a complex job, requiring significant groundwork before we can provide an accurate quote. We missed our target this year.	99.6%	96.54%
% of land enquiries where response sent within 5 working days	Unfortunately, we missed out on hitting our target in 2020/21.	99.6%	97.12%

Year: Year: 2020/21

Connections

	Summary	Target	Actual
Percentage of connection jobs substantially completed on date agreed with the customer	Hitting our completion targets is really important for customers, especially as any delays to our work can have knock-on consequences for the customer’s wider project (e.g. a building extension or new build). Our 95% target was challenging, and we performed extremely well to exceed it.	95%	97.10%
Percentage of commencement and completion dates for connections above 275 kwh provided within 20 days	We know that our customers have busy lives and that a new connection is often just one part of a wider project, so it’s important that we give as much notice as possible about when the work is due to start and finish so that customers can plan around the wider project. We strive to do this 100% of the time and we were pleased to deliver in 2020/21.	100% (for connections above 275kwh)	100%
% of commencement and completion dates for connections below 275kwh provided within 20 days	We know that our customers have busy lives and that a new connection is often just one part of a wider project, so it’s important that we give as much notice as possible about when the work is due to start and finish so that customers can plan around the wider project. We just came in behind our annual target for connections below 275 kwh.	99.6% (for connections below 275kwh)	98.66%
Percentage of standard quotations issued in six working days	As private connections are commercial transactions, we quote for each and every job. A speedy turnaround for quotes is important, especially as the gas connection is usually just one element of a wider project, such as a building extension. Delays from us can affect the whole timetable. We were just behind our 99.6% target in 2020/21.	99.6%	98.88%
% of non-standard connection quotes below 275kwh issued in 11 working days	A 99.6% target is very testing for this measure. A ‘non-standard’ connection often means a complex job, requiring significant research before we can provide an accurate quote. Unfortunately, we just missed out on hitting our target in 2020/21.	99.6%	98.55%
% of non-standard connection quotes above 275kwh issued in 21 working days	A 99.6% target is very testing for this measure. A ‘non-standard’ connection often means a complex job, requiring significant groundwork before we can provide an accurate quote. We missed our target this year.	99.6%	98.78%
% of land enquiries where response sent within 5 working days	Unfortunately, we missed out on hitting our target in 2020/21.	99.6%	98.55%

Keeping costs down without compromising service

Under the terms of our RIIO contract with Ofgem, we receive financial rewards for good performance in key areas – or penalties for falling short. We achieved significant rewards throughout RIIO-GD1 and no penalties, reinvesting in our business to deliver sustainable value for our region.

£18 million

For great customer service. We exceeded all our customer satisfaction targets and handled complaints speedily and efficiently and were awarded £18 million to reinvest in our business and deliver further benefits for our customers.
£3.91 million

For beating our pipe leakage targets. Beating the leaks is important for a smooth, safe service, and also prevents the build-up of harmful greenhouse gases.
£11 million

For meeting our customers’ demands for gas, all year round – ensuring a reliable supply with few interruptions.
£9.2 million

For our work with stakeholders to deliver shared goals

Zero penalties

By meeting our exceeding all our key regulatory targets, we incurred no financial penalties in RIIO-GD1.

Documents library

More information about our approach, policies and performance

Go to the Documents Library