Meeting Customer Needs

Putting customers first

We deliver gas to 2.9 million customers across Yorkshire, the North East, and Cumbria through 37,000 km of pipeline—with customer needs at the core.

Customer satisfaction: 9.31/10, consistently above industry benchmarks

Transparency: All satisfaction and complaints data published via our Open Data Portal

Continuous improvement: 36% of complaints linked to communication—prompting major updates to how we inform customers about planned works, interruptions, and new connections

Accountability: delivering over 300 pipe replacement projects annually, clear, honest customer updates are vital for safety and trust.

Supporting customers in greatest need

Fuel poverty remains a serious issue affecting 17% of households in Yorkshire and the Humber. Rising costs have deepened hardship, with record food bank referrals and 50% of households struggling to afford energy.

75% of customers remain concerned about energy costs
Stakeholders agree it’s essential to prioritise support for medically dependent and financially vulnerable customers
Stakeholders also emphasis the importance of collaboration across sectors as key to delivering joined-up support

Going Beyond Regulation

We’ve exceeded our obligations to deliver meaningful long-term support to those most in need:

£1M+ shareholder-funded support programmes
Enhanced compensation during the cost-of-living crisis
Expanded Priority Services Register outreach
VCMA-funded projects tackling fuel poverty and providing non-regulatory support

Collaborative, Community-Focused Support

Working with councils, health services, and charities, we deliver:

Energy efficiency advice
Carbon monoxide awareness
In-home services for vulnerable customers
Joint initiatives with other utilities to reduce duplication and improve outcomes

Our VCMA-funded projects focus on areas where we can make a unique difference: