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Northern Gas Networks (NGN), the gas distributer for the North of England is celebrating a perfect 10 out of 10 – scored for customer service in July 2016 by its Emergency and Repair colleagues in Cumbria.

Teams across NGN’s Emergency and Repair, Replacement and Connections divisions are independently surveyed for customer satisfaction every month, as part of the gas distributer’s Ofgem requirements.

The survey asks a variety of questions about every job engineers attend, but the score is based on the final question, enquiring how satisfied the customer was with the service provided.

Picture shows the Northern Gas Network branch in Carlisle, Cumbria. NGN won six awards at the Customer Experience Awards 2014 winning every category they entered. Thomas Temple/Rossparry.co.uk

The NGN team in Cumbria – customers scored the E&R team 10 for their service during July this year.


The July 10 is believe to be the first perfect score for E&R teams ever recorded at NGN.  The result was announced at the start of Gas Safety Week 2016, which runs from September 19-25.

NGN provides the rapid response team when a smell of gas is reported, with engineers called out to more than 4,200 E&R jobs across Cumbria between September 2015 and September 2016.

NGN’s Cumbria patch covers an area of 3,200 square kilometres and includes the towns of Carlisle, Penrith, Workington and Whitehaven, serving around 109,900 homes and business.

Housing depots in Carlisle and Workington, NGN employs around 100 colleagues in the patch and is investing £10million in the Cumbria gas distribution network during 2016.

Customer Operations Area Manager Matty McBride said: “I’m delighted with the result, it illustrates how much effort the lads put in every day and goes to show it can be done. We really value our customer feedback so to hear that we’re hitting the mark for great service is fantastic news.”

Anyone that smells gas or suspects carbon monoxide poisoning should call the National Gas Emergency Service immediately on 0800 111 999. This line is in operation 24 hours a day, 7 days a week.