Spotlight session Shaun Mulroy/NGN Operational Response Engineer (ORE)
NGN are called out to around 70-80,000 gas emergencies per year across our network
Shaun Mulroy presented to the group and described the role of an ORE. He explained his role is to be the first responder to gas emergencies (1-2hr response) within the NGN network area. The role is involves supporting the 24/7 operation, 365 days a year. The main priority is to safeguard life and property. This can include evacuating households if there is gas present in the property and the situation is deemed unsafe. The role also involves carrying out purge and relight jobs (reinstating the gas supply) following a gas supply interruption or incident.
NGN are called out to around 70-80,000 gas emergencies per year across our network (can be internal or external to the property).
Around 28% of our customers are registered on the Priority Services Register (PSR), but many more may be vulnerable, and unaware that they may be eligible for these services.
of our customers are registered on the Priority Services Register (PSR)
Case study
Shaun also provided some insight into his lived experience by way of a case study. Operational personnel come across all types of case studies whilst undertaking their day-to-day role.
Background
Single male, owner occupier – living in property inherited from his mother who had recently passed away. The customer had been his mother's carer since the age of 11. He was very isolated and had limited support around him. The house was in a very poor condition, and the household had lived without heating and hot water for approximately 10 years.
The scenario
The customer reported a smell of gas to the national gas emergency line which triggered a visit from NGN to attend and investigate. During the visit, concerns were raised, and support was initiated.
A Services Beyond the Meter referral was made by Shaun which enabled the replacement of the customer’s floor which had collapsed. NGN also located and repaired the gas leak, and the gas meter was made safe. A new heating system and CO alarm was also installed.
Without this intervention and referral by Shaun, this customer would have continued to live without heating and hot water in extremely poor conditions.
