Engagement Update – summary of last year's engagement (Questions & Feedback)

How was our level of engagement?

What did you find most useful?

What more can we do to improve our engagement in future?

Answers:

This is my first engagement with this forum, but this level of engagement seems impressive to me
Great engagement - kept up to date throughout - easy to contact - lots of support
Always pretty good, able to dip in as needed/available
Excellent, face to face was very helpful, and zoom sessions allow to listen to others
Ø Very informative and lots of things to be able to access. Very easy and happy with level
Ø Great level of engagement. Different styles and levels of engagement very helpful
Ø The engagement was very detailed and inspired us in our work
Ø As a Centre for Warmth, I have found the level of engagement to be perfect. With lots of support

Online helpful as an option - but with option for face to face once / twice a year
Online makes it easier to fit in with the working day
Face to face was excellent and zoom allows a regular update
A multimedia approach is great
At least one opportunity for face to face during the year is good
This might already be in place but sometimes focused panels / task and finish groups around an particular area can be helpful

You said, we did recap

Looking back on the feedback we received from our stakeholders during our last CIVS workshops, the points below highlight what was captured on the day and what NGN have done to address these.

You Said...	We did...
Raising awareness of the link between poverty and CO risks - continuing to inform and make people more CO aware	NGN's projects include raising awareness of CO and risks From research, projects are targeted in areas of deprivation and fuel poverty A number of national awareness campaigns around CO have been undertaken this year
Recognising the signs of unsafe appliances. Knowing the gas emergency number/where to turn off the gas supply in an emergency. Always using a Gas Safe registered engineer to install, service and maintain gas appliances. Continue to promote the Priority Services Register (PSR)	Multiple comms campaigns delivered in 24/25, which advise about PSR and what to do in a gas emergency Social media campaigns have been delivered around promoting PSR Updated research around PSR and CO has recently been commissioned
Helping people to keep their home warm and be able to afford the energy that they need to use to stay healthy	Bespoke mapping enables NGN to be able to target specific geographical areas / different cohorts offering tailored support Warm Homes Healthy Futures project went live this year. A targeted health project, nationally commissioned and locally delivered
Making sure customers have access to the information they need - either as self-help or via advice and support services, particularly in terms of maximising their income	NGN currently funds a number of projects which offer income maximisation advice, as well as other advice. NGN works with Citizens Advice (locally and nationally) and I.E. Hub.
To raise awareness of the BS ISO 22458 International standard for Consumer Vulnerability, so that organisations can take this up to improve their services and demonstrate that they are providing a truly inclusive service	NGN retained BS ISO 22458 in December 2024 and as part of the audit, a partner was able to be involved. This enabled the partner to understand the process involved in achieving the Kitemark Continue to seek routes to further support partners to achieve accreditation for their services
A more tailored approach from beginning to end for a Vulnerable customer. Following up any referrals for the total outcome and benefit of the customer. Remove the anxiety/frustration of them having to do it themselves with many organisations/schemes and funding. Customer journey should be seamless	NGN have supported a one-stop-shop support model of delivery by funding Communitas Energy CIC to deliver the Home Heating Hub service. Adapted and refined our Services Beyond the Meter delivery to bring the majority of work in house, enabling a smoother vulnerable customer journey
Securing a deep, broadly targeted social tariff for the energy market	As NGN does not supply gas and do not bill customers this is outside of their licence conditions. We do work with partners who can try and influence decisions around this subject area
Having the team capacity to meet the very high demand of vulnerable people needing to access the Green Doctor service	A number of the VCMA projects supported are to fund roles within organisations. Recently extended some projects to ensure continuity of service
Although we do not serve customers, we support organisations who do so. Our top priority is to continue to bring organisations together to share challenges, experience and best practice - to get to the answers faster	NGN has hosted Open Days over the past 3 years - ongoing. Aim - to bring stakeholders and partners together to share good practices, streamline processes and develop holistic service offerings wherever possible. Partner networking calls ongoing to facilitate collaboration
We have two priorities: private rented sector and health-related vulnerabilities	NGN has recently fed into an Ofgem Consultation around minimum energy efficiency standards (MEES) in the private rented sector and await a response GDNs are currently working on a VCMA project (Warm Homes Healthy Futures) which focuses on addressing health inequalities and the impact of living in a cold, damp home on health
Ensuring clients with health issues requiring continuous heating are able to affordably access this	See above WHHF project NGN continues to work with various other health-based partners Successfully worked with GDNs and Ofgem, to expand the eligibility criteria for repair, replacement and servicing within VCMA governance

Ofgem metrics – performance April 24 – March 25:

How NGN have spent the available allowances

Vulnerability and Carbon Monoxide Allowance (VCMA):

VCMA is an Ofgem funded allowance for NGN to spend over 5 years (2021-2026). Total allowance increased from £6.85m to £19.64m in October 2023 (plus inflation) due to repurposed funding from another GDN mechanism, the Fuel Poor Network Extension Scheme (FPNES). A minimum of 25% can be spent on collaborative projects with the other Gas Distribution Networks. (minimum of 2 gas networks need to participate.)

Strict criteria for what this can be spent on – the 4 main categories are:

Providing support to reduce fuel poverty and support energy affordability (including energy efficiency advice and income maximisation)
Providing support to priority customers including targeted work for these groups and raising awareness of the Priority Services Register (PSR)
Services Beyond the Meter, including support for the repair/replacement of appliances identified through GDN interventions
Raising awareness of the dangers of carbon monoxide (CO)

All projects must demonstrate a positive Social Return on Investment (SROI) through a consistent SROI framework.