The north of England’s gas distributer, Northern Gas Networks (NGN)beat stiff competition at the UK Customer Experience Awards on 25^th September 2014, scooping six awards including the award for Overall Best Customer Experience.

NGN entered into five award categories including Best Customer Experience Award, Business Change / Transformation – Simplification Award, Small Contact Centre Award, Employee Engagement – Taking the Lead Award, Team – Customers at the Heart and Overall Customer Experience Award. Despite being up against tough competition including Nationwide, Balfour Beatty, Graze, Royal Bank of Scotland and LV=, the network operator won every category as well as scooping the ‘bonus’ award.

The gas distributor was recognised for revolutionising its business to put the customer at the centre of everything it does. From transforming its connections service, to introducingrigorous complaints resolution targets, including the challenging 90 in 60, an initiative to seek to resolve 90% of customer issues in 60 minutes, judges praised NGN for its focused and relentless drive and passion to be the best when it comes to delivering exceptional customer experience. NGN was also recognised for its approach to employee engagement, in particular the success of its inspire Academy, which offers an active programme of training and personal development and a chance for employees to learn and develop new skills and identify and contribute to resolving business challenges.

Mark Horsley, Chief Executive Officer, Northern Gas Networks said: “Providing an exceptional customer experience to both our customers and our own employees is something very important to us, so we are absolutely delighted to have won six UK Customer Experience Awards. “Gaining these awards reinforces our passion and commitment to putting the customer at the centre of everything we do andunderlines just how far NGN has come, setting the benchmark for customer service not just within the utilities sector, but across the retail industry.” Congratulating the 2014 winners,Neil Skehel, Managing Director of Awards International, said:“We are delighted and inspired by the best practice showcased at this year’s UK Customer Experience Awards. We have seen some shining examples from companies who have demonstrated outstanding customer experience and as a result have seen clear benefits in terms of business growth and customer engagement. The standard of entries has yet again been outstanding and the Awards day gave us the opportunity to acknowledge those companies and celebrate with the finalists and winners.”

Now in their fifth year, the UK Customer Experience Awards are the second biggest business awards in the UK¹, and the only UK awards dedicated to recognising the importance business places on customer experience. The winners were selected by a panel of judges made up of over 100 industry practitioners. During the morning finalists in each of the categories presented their entries to the judges. Winners were then announced during a gala lunch for over 800 people including Heather Small, singer and ambassador for the UK children’s charity Barnardo’s, who treated the audience to a wonderful live performance in aid of the charity! The Awards raised thousands of pounds for their chosen charity Barnardo’s, via the raffle, silent auction and generous donations, to help support the UK’s most vulnerable children.

The UK Customer Experience Awards are owned by the operators of the successful UK Digital Experience Awards, and the newly launched UK Employee Experience Awards and are presented in partnership with Customer Experience Magazine, Cranfield University School of Management and Awards Systems. Sponsors of the Awards included InMoment, formerly Empathica and Global Reviews.

Photo shows L-r: Gareth Bullen, Director of inspire Academy and Talent Management, Donna Davies, Academy Lead, George Mudie MP for Leeds, Eileen Brown, Head of Customer Experience and Kirsten Jameson, Customer Experience Officer.

Northern Gas Networks is investing £100,000 to replace ageing metal gas mains in Normanby Road, Middlesbrough with new durable plastic pipes to ensure the continued, safe and reliable supply of gas to residents in the area for years to come.

The first phase of the work was completed in March and the second phase of the project will get underway next week (Monday 6 October) and is expected to take approximately eight weeks to complete.

In order to carry out this work, single lane closures will be in place on Normanby Road and Trunk Road with traffic management in place to ensure the safe flow of traffic.

Customer Care Officers from Northern Gas Networks have been door knocking businesses and residents to ensure that they are aware of the work, and answer any questions.

Gordon Thompson, Customer Operations Area Manager, Northern Gas Networks said; “We have planned our work closely with Middlesbrough and Redcar and Cleveland Council, to minimise disruption to both residents and motorists.

“We would like to apologise for any inconvenience this essential work may cause and thank everyone in advance for their patience and understanding.”

If you have any questions about the works please don’t hesitate to contact the Customer Care team on 0845 634 0508, option 7. The line is in operation 24 hours a day.

If you smell gas or suspect Carbon Monoxide please call the National Gas Emergency Service immediately on 0800 111 999.

Engineers from Northern Gas Networks are continuing to work to restore supplies to customers in the Moldgreen and Tandem areas of Huddersfield, after a burst water main caused water to enter the gas network.

As of 8pm this evening 29 customers are without gas but our teams remain on site and are clearing the last remnants of the water so that hopefully all the properties will be back on gas tonight (October 1).

Northern Gas Networks has made electric heaters and portable cookers available to those customers who need them and dedicated Customer Care Officers are on hand to ensure that vulnerable customers are looked after.

A customer drop in centre is open at The Stag Inn, 456 Wakefield Road, Huddersfield, where customers can get the latest information on the progress.

Shower facilities are also available for customers at Soccer City, Tandem Industrial Estate, Wakefield Road, HD5 0AL between 9am and 11pm and provision has been made for any travel arrangements if required.

Neil Armstrong, Customer Operations Area Manager, Northern Gas Networks, said: “Our engineering teams are doing everything they can to get this situation resolved and restore supplies to all customer affected as quickly as possible.  The safety of our customers is our first priority.

“We would like to thank all those affected for the marvellous patience and understanding they have shown at this time.

“We hope to get everyone back on gas tonight and will remain on site for the next few days to ensure there are no further issues.

“If anyone in the area has questions or concerns, or would like extra heaters or cooking facilities, please give our Customer Care team a ring or speak to one of representatives on site, and we’ll get right on it.”

Northern Gas Networks Customer Care team is available on 0845 634 0508.

Anyone who smells gas should call the National Gas Emergency Service on 0800 111 999.

Engineers from Northern Gas Networks are continuing to work to restore supplies to customers in the Moldgreen and Tandem areas of Huddersfield, after a burst water main caused water to enter the gas network.

As of 8pm this evening 29 customers are without gas but our teams remain on site and are clearing the last remnants of the water so that hopefully all the properties will be back on gas tonight (October 1).

Northern Gas Networks has made electric heaters and portable cookers available to those customers who need them and dedicated Customer Care Officers are on hand to ensure that vulnerable customers are looked after.

A customer drop in centre is open at The Stag Inn, 456 Wakefield Road, Huddersfield, where customers can get the latest information on the progress.

Shower facilities are also available for customers at Soccer City, Tandem Industrial Estate, Wakefield Road, HD5 0AL between 9am and 11pm and provision has been made for any travel arrangements if required.

Neil Armstrong, Customer Operations Area Manager, Northern Gas Networks, said: “Our engineering teams are doing everything they can to get this situation resolved and restore supplies to all customer affected as quickly as possible.  The safety of our customers is our first priority.

“We would like to thank all those affected for the marvellous patience and understanding they have shown at this time.

“We hope to get everyone back on gas tonight and will remain on site for the next few days to ensure there are no further issues.

“If anyone in the area has questions or concerns, or would like extra heaters or cooking facilities, please give our Customer Care team a ring or speak to one of representatives on site, and we’ll get right on it.”

Northern Gas Networks Customer Care team is available on 0845 634 0508.

Anyone who smells gas should call the National Gas Emergency Service on 0800 111 999.

Engineers from Northern Gas Networks have restored supplies to 200 customers in the Moldgreen and Tandem areas of Huddersfield, after a burst water main caused water to enter the gas network.

As of this morning (1 October) 200 of the 297 customers affected are back on gas with a further 15 properties connected to up to the meter. Engineers now need access to these properties so that they can safely turn the gas back on.

Engineers have worked through the night to remove the water from the main supplying the remaining properties and expect to be able to begin to restore supplies later this afternoon.

Northern Gas Networks has made electric heaters and portable cookers available to those customers who need them and dedicated Customer Care Officers are on hand to ensure that vulnerable customers are looked after. A customer drop in centre is open at The Stag Inn, 456 Wakefield Road, Huddersfield where customers can get the latest information on the progress.

Northern Gas Networks Customer Care team is available on 0845 634 0508.

Anyone who smells gas should call the National Gas Emergency Service on 0800 111 999.

Engineers from Northern Gas Networks are continuing work to restore gas supplies to customers in the Moldgreen and Tandem areas of Huddersfield, after a burst water main caused water to enter the gas network.

The gas supply to 297 residential properties in Greenlea Court has been affected, along with specific sections of Cross Green Road and Dalton Green Lane.

As of this evening (September 30) 183 customers are back on gas with a further 32 properties connected up to the meter. Engineers now need access to these properties so that they can safely turn the gas back on.

Work is continuing through the night to remove the water from the main supplying the remaining properties so that engineers can begin to restore the supply.

Northern Gas Networks has made electric heaters and portable cookers available to those customers who need them and dedicated Customer Care Officers are on hand to ensure that vulnerable customers are looked after. A customer drop in centre is open at The Stag Inn, 456 Wakefield Road, Huddersfield where customers can get the latest information on the progress.

Neil Armstrong, Customer Operations Area Manager, Northern Gas Networks, said: “Our engineering teams are doing everything they can to get this situation resolved and restore supplies to all customer affected as quickly as possible.  The safety of our customers is our first priority. If anyone in the area has questions or concerns, or would like extra heaters or cooking facilities, please give our Customer Care team a ring or speak to one of representatives on site, and we’ll get right on it.”

Northern Gas Networks Customer Care team is available on 0845 634 0508.

Anyone who smells gas should call the National Gas Emergency Service on 0800 111 999.

Engineers from Northern Gas Networks are currently on site carrying out emergency repair work to a gas main in the Moldgreen and Tandem areas of Huddersfield, after water from a burst water main made its way into a gas pipe.

The gas supply to around 250 residential properties in Greenlea Court has been affected, along with specific sections of Cross Green Road and Dalton Green Lane.

Neil Armstrong, Customer Operations Area Manager, Northern Gas Networks, said: “The safety of our customers is our number one priority. Our engineers are working hard to isolate the gas supplies to the affected properties – this involves temporarily disconnecting them from the gas main – an essential first step before we can carry out the necessary repair work.

“We would like to apologise to customers for the inconvenience caused and thank everyone for their patience and understanding.

“If you have any questions or concerns, please don’t hesitate to contact an engineer on site or call the Customer Care team on 0845 634 0508.”

A customer drop-in centre has been set up at The Stag Inn, 456, Wakefield Road, Huddersfield, where heaters and hot plates can be obtained.

Anyone who smells gas should call the National Gas Emergency Service on 0800 111 999.

Engineers from Northern Gas Networks responded to a reported gas escape on a 14” diameter gas main in Percy Street, Newcastle City Centre, at 3pm on Thursday (25 September).

Engineers have been working around the clock to locate the source of the leak and repair the main as quickly as possible.

In order to carry out the repair work safely and efficiently it has been necessary to restrict the flow of traffic on Percy Street from the junction with Gallowgate to the junction with St Thomas Street.

Nigel Chambers, Site Manager, Northern Gas Networks, said: “We apologise for any inconvenience caused while we carry out this essential work. The safety of members of the public is our number one priority and we have been working through the night to repair the gas main and return the road to normal as soon as possible. Whilst we continue work throughout the weekend one lane will remain closed and temporary traffic lights are in place to manage the safe flow of traffic.

“Our Customer Care Officers have been speaking to business owners in the vicinity to make them aware of the situation.   For more information please contact our Customer Care team on 0845 634 0508 or speak to one of our engineers on site.”

If you smell gas or suspect carbon monoxide, please call the National Gas Emergency number on 0800 111 999. This contact number is in operation 24 hours per day, 7 days per week.

Engineers from Northern Gas Networks responded to a reported gas escape on a 14” diameter gas main in Percy Street, Newcastle city centre, at 3pm yesterday (25 September).

Engineers have been working around the clock to locate the source of the leak and repair the main as quickly as possible.

In order to carry out the repair work safely and efficiently it has been necessary to close Percy Street from the junction with Gallowgate to the junction with St Thomas Street, with one lane expected to reopen tomorrow morning.

A clearly marked diversion route is in place for motorists – outbound traffic is being diverted via St Thomas Street and city bound traffic via Queen Victoria Road, Gallowgate and Strawberry Place.

Access will be maintained for pedestrians and all shops and business will remain open as usual with access for deliveries maintained.

All car parks will remain open as usual, however access to Eldon Square car park, Percy Street, will be via a signed diversion.  Buses will operate as usual however the bus stop outside of The Magic Box will remain closed. People are asked to travel from the nearest bus stop.

Nigel Chambers, Site Manager, Northern Gas Networks, said: “We apologise for any inconvenience caused while we carry out this essential work. The safety of members of the public is our number one priority and we will be working through the night to repair the gas main and return the road to normal as soon as possible. One lane is expected to reopen to traffic tomorrow morning (Saturday 27 September) and temporary traffic lights will be in place to manage the safe flow of traffic.

“Our Customer Care Officers have been speaking to business owners in the vicinity to make them aware of the situation.   For more information please contact our Customer Care team on 0845 634 0508 or speak to one of our engineers on site.”

If you smell gas or suspect carbon monoxide, please call the National Gas Emergency number on 0800 111 999. This contact number is in operation 24 hours per day, 7 days per week.

25 September 2014

Essential repair work – Percy Street, Newcastle

Engineers from Northern Gas Networks are carrying out essential repair work on a gas main in Percy Street, Newcastle (outside The Three Bulls Head).

In order to carry out this work safely and efficiently, it has been necessary to close one lane on Percy Street, heading out of the city.

Traffic will continue to flow in both directions however some delays are expected.

Engineers will be working throughout the night to complete the repair work as quickly as possible.

Barry Watson, Customer Operations Area Manager, Northern Gas Networks, said: “We would like to apologise for any inconvenience caused and reassure members of the public that we are doing all we can to complete the work as quickly as possible.”

You can contact the Northern Gas Networks Customer Care team on 0845 634 0508, option 7. The team is available between 8am and 10pm Monday to Friday, and 9am and 5pm on Saturday.

Anyone who smells gas should call the National Gas Emergency Service on 0800 111 999.

ENDS

About Northern Gas Networks

Northern Gas Networks own all the gas mains in the North East, most of Yorkshire and northern Cumbria transporting gas to 2.7 million homes and businesses.

The network consists of 37,000km of gas mains, enough to stretch from Leeds to Sydney, Australia and back.

Our mains replacement programme will see 3,800km of old metal gas main replaced with modern plastic equivalents by 2021.

For more information please visit our website www.northerngasnetworks.co.uk

www.facebook.com/northerngasnetworks

Follow us @NGNgas

You can contact Northern Gas Network’s press office on: 0113 3227950 during office hours (between 8.30am and 5pm, Monday – Friday, excluding Bank Holidays) or call the out of hours service on 0113 3227978 at any other time.

You can contact the Northern Gas Networks Customer Care team on 0845 634 0508, option 7. The team is available between 8am and 8pm Monday to Friday, and 9am and 5pm on Saturday.