Our first commitment :

We will deliver a safe and efficient service.

Listening to our customers is crucial. We put the interests of our customers at the heart of our business and of our plan. We can only do this by listening to them and understanding what they expect from us.

SGN Safe and Efficient

What customers have told us so far:

One clear priority was access to a safe, trustworthy and cost-effective gas service.

Our customers want a reliable gas supply, which means we need to keep pipes and equipment in excellent condition with regular repairs and upgrades.

We also need to invest in technology, such as robots that can carry out gas repairs efficiently, safely and with minimal disruption. This will help to keep the gas flowing no matter what.

Finally, our customers would simply like our costs to be reduced, with the savings passed on to them. Being efficient keeps bills down for our customers.

We work 24 hours a day, 7 days a week, every week of the year to deliver what our customers have asked for.

We’ve improved safety, training, and cyber security, all with the aim of ensuring our service is always online. To keep our service reliable, we’re continually investing in our network and preparing our people to make sure we’re always ready for bad weather events and unexpected incidents.

We’ve improved the equipment and technology we use and will continue to do so. For example, we’ve introduced new robot technology called CISBOT to repair leaks without digging up roads. As a result, interruptions to customers’ supplies have fallen by 21% over the last five years.

We’ve balanced this investment with improved operational efficiency, to help us meet our customers’ pricing requirements. The use of CISBOT alone has reduced costs by £4.4m.

During RIIO-GD1 we returned £145m to customers, as a one-off contribution to help to keep customer costs down. By the end of RIIO-GD1, we expect to have reduced customer bills by 8%.

Photographs from Edinburgh Depot

Overcoming challenges

Keeping the gas flowing can be challenging when there are unforeseen disruptions, like extreme weather. One of the great unknowns is the British weather and we plan to ensure that we can deal with the most severe weather and keep the gas flowing. Storms like the “Beast from the East” in 2018 test us, but our investment in our people and the network means we don’t let customers down.

Operating a reliable, innovative and environmentally friendly network demands investment, and we balance this with the need to ensure we provide a service that is affordable for our customers.  So, we’re working hard to be efficient so we can reduce our costs and provide value for our customers.

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:

  • Alternative heating or cooking options in high rise buildings
  • Additional investment to improve how we manage the impact of environmental changes on network reliability

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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