Our third commitment:

We will make a positive impact

We’re proud to deliver a public service that keeps people warm with a reliable, affordable gas supply. We provide high levels of support for all the communities we serve and we’re fully committed to assisting customers who need a bit of extra help.

SGN Positive Impact

This matters to our customers, too. When we asked what their priorities are, they highlighted the importance of both great customer service and making sure our service is accessible to all, including those in vulnerable circumstances. This includes low-income households, elderly or disabled customers, people with health challenges, households with children and expectant mothers, or people with English as a second language.

Progress so far

Our investment in employee training and improved processes has made us the UK’s highest performing gas network for customer service. We’ve reduced customer complaints by 65% since 2013.

We’ve also made some big steps in improving our support for potentially vulnerable customers. Our engineers visit over half a million homes each year, so we’ve trained them to identify circumstances where our extra care could make a positive impact.

For example, we now have 2,400 employees trained in dementia awareness, with our engineers able to offer support to those that need it. One way we do this is by supplying and fitting cooker valves free of charge, helping customers with dementia live safely at home.

Meanwhile, our ‘Help to Heat’ scheme is actively tackling fuel poverty. It’s already helped over 24,000 households by providing free or assisted connections to our network. This gives those in fuel poverty access to an affordable fuel supply which can reduce their bills, and in many cases improve the comfort of elderly or vulnerable customers.  

Overcoming challenges

Our engineers will always look after the customers in most need during incidents and emergencies, making sure that they have alternative ways of heating and cooking if their gas supply is turned off.

We’re also working proactively to reduce the dangers of carbon monoxide poisoning, providing safety advice to our customers when we visit their property.

We work with many partners, voluntary organisations and local authorities to work together finding solutions for people who may need extra help.

What do you think?

We have listened to feedback and used this to shape our plans to date. But we aren’t stopping there. We are still asking our customers to get in touch and tell us what they would like to see happen.

We’re looking for your views on the following ideas:

  • Investing in digital tools such as online appointment booking to make it easier for our customers
  • Building up skills in local communities with young people and disadvantaged groups
  • Referral network for vulnerable customers to access additional services

You’ll find more detail on these ideas in our ‘Planning a shared future‘ document and you can have your say by clicking one of the options below:

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