Working together with stakeholders
Our Commitment
We aim to deliver greater value for customers while upholding integrity, transparency, and trust. Stakeholder engagement is central to this—ensuring we understand and respond to the priorities of those we serve.
Embedded engagement across all teams
Evidence-based decisions shaped by stakeholder values
Annual voluntary reporting throughout RIIO-GD2 (2021–2026)
Inclusive, Evolving Engagement
This year we’ve broadened our reach and refined our approach to include a more diverse range of voices.
Tailored engagement based on audience and topic
Enhanced tools to better measure impact and accessibility
Strategic four-stage model:
Innovative Methods
This year, we used 18 inclusive mechanisms to engage over 13,000 stakeholders.
- Citizens Panel & Young Innovators Council
- Community conversations, workshops, surveys, interviews
- Accessibility-first design across all formats
New and Improved Practices
We’ve combined proven techniques with fresh approaches:
- Simplified more intuitive research to assess customer value perceptions
- Collaboration with Citizens Advice to enhance affordability research
- Stakeholder personas to improve our website and data portals
- Partnerships with underrepresented communities and lived-experience experts
- Comprehensive insight analysis to inform decisions and drive continuous improvement
Key Engagement Mechanisms
Independent Stakeholder Group (ISG): Challenges decisions and ensures stakeholder insights shape our actions. Learn more www.ngnceg.co.uk.
Bespoke Workshops: Targeted sessions with experts on key topics.
Young Innovators Council (YIC): 14–19-year-olds shaping future direction; refreshed to reflect evolving customer base.
Stakeholder Conference: Annual event to challenge and validate performance and future plans.
Citizens Panel: ~35 representative customers influencing business plans quarterly.
Customer Perceptions Tracker: Annual survey of ~1,500 customers, analysed across diverse group providing insights into key issues and informing our priorities.