RIIO is Ofgem’s process for setting targets and measuring progress. It controls revenues by looking at incentives, innovations and outputs. Like all energy companies, we’re regulated by Ofgem, and work closely with them to provide the best possible service for our customers.
The existing framework, RIIO-GD1, is ending soon. It’s worked well and been a success for our customers.
We’ve been able to reduce our impact on customers’ bills by 8%, while investing in our network and employees to make sure we’re delivering a more reliable service than ever. Interruptions to customers supplies has fallen by 21% and customer complaints are down by 65%. Our customers can feel the difference, and our Customer Satisfaction scores have increased every year from 2012 to 2018.
As well as continuing to provide excellent customer service, we’ve connected enough green gas to supply 180,000 homes and will increase this to 250,000 by 2021.