A word from our team

Thank you again to those of you who joined us for our Annual Strategic Customers In Vulnerable Situations Workshop on Tuesday 10th December.

NGN’s Social Strategy team and Eileen thoroughly enjoyed seeing you all again. A special thank-you to our guest presenters Helen Winskill (Cleveland Fire and Rescue), Kati Sexton (NGN Customer Care Officer) and Shaun Mulroy (NGN Operational Response Engineer)​ for North Tyne. Our guest presenters each provided us with an overview of the services they provide and how this helps our customers in vulnerable situations.Laura, Jill, Steph, Steve, and our new colleagues Julie Gowland, Katie Wynd and Kate Lovelock, thoroughly enjoyed seeing you all again.

A special thank-you to our guest presenters Andrew Sykes from Noah’s Ark and Karleen Dowden from the Money and Pensions Service (MaPS). Andrew provided an insight into the 2 Vulnerability and Carbon Monoxide Allowance (VCMA) funded projects to help customers in the Huddersfield area with debt advice and mental health issues. Karleen gave an overview of the Money and Pensions Service and how this helps customers who are in debt.

Click here to meet the Vulnerability Team

Purpose of the workshop:

  • You Said, We Did recap
  • Business and Vulnerability Team updates ​

- GD3 update

- Supporting Communities Together Open Day update/overview with video ​

  • Partner Spotlight Session – Cleveland Fire and Rescue Service ​
  • NGN Spotlight Sessions – Operational Response Engineer (ORE) and Customer Care Officer (CCO)
  • Engagement:​

- What we know ​– Slido voting

- What we are already doing – current processes

- How can we go further? – breakout session​

  • Breakout rooms feedback ​
  • Future engagement dates​

You said, we did recap

ooking back on the feedback we received from our stakeholders during NGN’s Annual CIVS Workshop in April 2024, the points below highlight what was captured on the day and what NGN have done to address these.

You Said...
We did...
Measuring quality rather than quantity - useful for more in-depth support than just counting numbers
NGN have focussed funding on what we class as Tier 1 support, for the remainder of GD2 (regulatory period). This is supporting customers where a hand holding approach is required, especially those with complex issues
Do we lift people out of FP, or do we help those in immediate crisis? How does NGN balance this?
We use research and stakeholder feedback to select projects. This enables us to select the right geographical areas/themes to provide support for the greatest need in our communities. Enabling us to get the balance right, be it for immediate crisis support (Centres for Warmth) or working with partners such as NEA/Citizens Advice to address FP
Face to face opportunities is really important, should do more
Annual Open Day (Supporting Communities Together) held 16th October. Face to face event in Huddersfield
Broken boilers gas or oil and gas safety checks - can NGN support with this?
NGN and the other GDNs are in talks with Ofgem, to review the eligibility criteria around these areas
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