Meeting the needs of consumers and network users
Consumer Voice
Stakeholder and consumer engagement is our primary method of making sure our decisions are relevant to the people we serve. By putting our communities at the heart of what we do and engaging in tailored ways, we identify our stakeholders' wants and needs while maximising the value we add, both in our business plan and in our everyday.
Protecting our customers and communities
Our work takes us into around 100,000 homes and businesses a year, giving us the opportunity to speak to a wide range of customers face to face and enabling us to offer tailored support where it’s needed. Our track record of high levels of customer service is reflected in our Customer Satisfaction scores of over 9/10, and in rare cases of receiving a complaint, we resolve 83% within a day.
Independent Stakeholder Group
Our Independent Stakeholder Group – known as our ISG - has scrutinised our Business Plan for the RIIO-GD3 regulatory period and the processes we used to put this together. The group is independent and tasked with using their expertise and experience to offer robust challenge to company proposals. The seven-strong group has specialisms in communications and engagement; utilities including the energy sector; business; safeguarding vulnerable customers, and research.