You said, we did (over the last 12 months)

Stakeholder feedback captured through engagement activity has directly informed NGN’s approch.

In response to feedback on collaboration, NGN has progressed a Collaborative Investment Strategy with other utilities and is developing a Partner Toolkit to improve access to shared information and resources. Feedback on inclusivity has led to changes in workshop delivery, including pacing, format and accessibility improvements, alongside the development of inclusive communication materials. Stakeholders also highlighted the importance of linking vulnerability support with health outcomes. This has informed continued investment in initiatives such as Warm Homes Healthy Futures and Centres for Warmth, delivering integrated, community-based support.

Enabling collaboration workshop:

You said:
We did:
Stakeholders see value in joint engagement events with other utilities
NGN are working on a Collaborative Investment Strategy with electricity and water colleagues, creating opportunities for joint engagement
Contact details of each organisation, links to their website, what subjects they focus on — this would highlight any gaps within the area
This will be delivered through a Partner Toolkit, currently being developed following a previous stakeholder request
Partners would find it useful to see a visual map showing where different services are provided across the network
This will be available through the Vulnerability Mapping Tool / Open Maps
Have case studies visible to help partners understand the impact of projects
Various case studies are available in the annual reports on NGN’s website

Inclusive support provision workshop:

You said:
We did:

Consider the pace of workshops, ensuring sessions aren’t too long, are flexible in format, and are inclusive for those using subtitles or signing

Reduced workshop content and introduced more conversational and interactive elements to ensure sessions are delivered at a suitable pace

Use videos to explain more clearly and reach a wider audience

Began developing a suite of videos covering PSR, CO and energy efficiency

Ensure people on the PSR are prioritised during incidents

Continued prioritising PSR customers through an incident app and established incident procedures

Have diversity among the staff delivering a project/event

Engaged colleague community groups to help shape and improve diversity in future workshops

Supporting health outcomes workshop:

You said:
We did:

Poor housing and financial hardship drive health inequalities. Service access and coordination remain barriers

Continued GD3 funding for Warm Homes Healthy Futures (WHHF), delivering practical energy, financial and in-home support

Collaboration between organisations needs strengthening. GP access is difficult

WHHF has improved partnership working, linking health services and community groups through clear referral routes

Support gaps persist for people in fuel poverty. Demand is outstripping capacity

NGN identified gaps and extended VCMA projects into GD3. Centres for Warmth provide immediate crisis support

Face-to-face outreach is vital for isolated or underserved communities

NGN delivers Tier 1 support via trusted partners, enabling targeted face-to-face engagement where needed

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