A word from Mark

This year, our region has continued to face uncertainty driven by various challenges including economic pressures, climate change, escalating cybersecurity threats and geopolitical tensions.

As the gas distributor to 2.9 million homes and businesses in the North of England, we’ve continued to offer stability through leadership built on accountability, openness and compassion. These principles have guided every decision we’ve made and shaped our ongoing engagement with the customers and communities we serve.

The challenges we face need collaboration and honest conversations. Throughout this report, you’ll see examples of how we’ve used solid partnerships with our stakeholders, the hard work and expertise of our dedicated colleagues and shared resources to drive progress and change.

As the cost of living continues to affect households, especially those in vulnerable circumstances, value for money is key to every decision we make. Through targeted initiatives like the Vulnerability and Carbon Monoxide Allowance, the Community Partnering Fund and the Customer Support Fund, we’ve provided both crisis support and long-term sustainable solutions. The case studies in this report illustrate how we’re engaging in honest conversations to spark real, practical improvements—whether that's guiding customers to use energy safely and efficiently or supporting vulnerable people in their homes.

Our operational, financial, and strategic performance also remains strong, reaffirming our position as the UK’s frontier gas distribution network. Collaboration has played a key role in this success. By working closely with partners and across sectors, we’re improving day-to-day service delivery and building credible, cross-system solutions for the energy networks of tomorrow.

Our decarbonisation approach includes both day to day operational improvements and bold, forward-looking innovation. I’m especially proud of our sector leadership through East Coast Hydrogen, the Net Zero Research Village (NeRV), and Navigator, projects designed to address complex energy challenges with scalable solutions. These reflect the kind of early, low-regret innovation stakeholders have called for and are helping shape national energy policy and planning.

As well as focusing on the here and now, at the end of 2024 we submitted our ambitious five-year business plan to our regulator Ofgem which was shaped by the voices of over 13,000 customers and stakeholders. Ofgem's recent review confirmed our leading position and recognised the value we bring to customers. We’ll continue to engage constructively to make sure our commitments for 2026-2031 remain ambitious and affordable and deliver a fairer, greener future for the North of England.

We’ll keep listening, adapting, and challenging ourselves, and our sector, to do more. I am proud of our people, proud of our progress, and grateful for the support, guidance, and collaboration of everyone we’ve worked with. We couldn’t do any of this without you.