What our customers have told us
Feedback from our customers was shared with our stakeholders.
This information has been gathered via insights from our Low Carbon Technology (LCT) Tracker and NGN annual Customer Perceptions Research.
The summaries below evidence what our customers have told via these 2 mechanisms.
LCT Tracker feedback – perception of net zero
- 27% of GB consumers feel highly empowered to take action toward achieving net zero (23% in NGN sample)
- Awareness of LCT (heating technologies) - those who are in fuel poverty had significantly lower awareness of heat pumps (65% overall sample), smart heating systems (58% overall sample), electric storage heaters (58% overall sample) and hydrogen boilers (28% overall sample)
- 90% of consumers are willing to invest in low carbon or energy efficiency improvements and almost two thirds would do so over the next 3 years
- 60% of NGN consumers are waiting for government financial incentives before replacing their gas boiler, while half are not concerned about the 2035 ban, expecting more affordable options to become available
- 31% would consider a heat pump, although gas is still the best solution for many
Annual Customer Perceptions Research
- Concerns about energy spend and keeping bills as low as possible remain high priority for customers
- Sustainability commitments - Customers continue to most value access to affordable energy solutions. A new commitment added in 2025, to provide access to information /funding and affordable energy for customers/vulnerable communities is also popular
Engagement
Supporting a just and fair transition to net zero
Stakeholders were made aware of the context of this statement and specifically, from a GDN perspective.
In summary, Ofgem have taken a broad view on the GDNs’ role in the transition however, did ask GDNs to develop common definitions for ‘most at risk’ and ‘just transition’.
Customers ‘most at risk’ of being left behind are, those experiencing a temporary or long-term situation which would impact the household in one or more of the following ways:
- Low or static household income, which impacts on essential costs/energy affordability
- Additional/unavoidable energy costs – specific need to stay warm at home (e.g. health issues – more susceptible to/at risk from the cold, elderly/mobility issues/unable to leave the house, or at home more frequently, expensive/hard to heat homes, including those off the gas grid)
- Additional barriers to accessing or engaging in support (e.g. language or communication barriers - including literacy, lack of access to services, lack of social/support networks, socially or digitally excluded). These are individuals typically signed-up-to the PSR or who are eligible to be on the PSR
A ‘just transition’ means playing our role as a GDN to:
- Advocate to ensure no one, particularly those most at risk, is left behind or burdened as the UK transitions to cleaner energy
- Ensure everyone (despite where you live, social and economic status) benefits equally from the transition to cleaner energy, and is aware of the choices they have available to them
In the lead up to the GD3 Business Plan, there was significant stakeholder engagement undertaken and this resulted in the development of six principles outlined in the plan.
The six principles that underpin our approach are:
Principle 2 is where awareness and education around net zero can evolve.
Embed support through our business-as-usual operational activities
Embed energy efficiency advice and referrals into projects supported by all funding streams
Commit non-regulated funding to provide first time gas central heating and in-house measures as a transition to net zero and where other options are not available in the short to medium term
Commit VCMA funding to repair or replace unsafe appliances following NGN intervention
Provide services that encourage customer safety through the energy transition, such as continued carbon monoxide awareness and safety activities
Provide partners with access to industry agreed awareness programmes and training on decarbonisation, so they can develop programmes of energy-specific support for households through the transition
A key part of the workshop was for our stakeholders to consider what role they/their organization played in supporting a fair and just transition to net zero.
Roles were categorized into three levels of knowledge as detailed below.
Stakeholders were invited to comment in the chat function on which level of knowledge they saw their role fitting into.
1 – One organization selected this
2 – Two organisations selected this
3 – Six organisations selected this
Four organisations categorized themselves between 1-2 and two were between 2-3.
Level of knowledge/delivery to be defined by customer need: -
- Low level knowledge - signposting to others e.g. you are supporting in relation to health information and helping to stay warm and well at home. The client, who is a private tenant, mentions they are having issues knowing how to use the new electric heating system that has been installed in their home. You don't know enough about this yourself to be able to advise, but are able to signpost the client to someone else who can help.
- Moderate level of knowledge – delivery of basic information and low-level advice e.g. you are supporting with general energy efficiency information, and the client says they are considering small changes to lower their carbon footprint.
- In-depth knowledge – delivery of tailored advice e.g. you are supporting a client who has a costly, inefficient heating system, and you can identify a range of options bespoke to their household type/needs, and availability of grants to support the installation costs
