Northern Powergrid Holdings Company
Strategic Report for the Year Ended 31 December 2021 (continued)
Performance during the year:
Storm Arwen had a significant impact upon a relatively small number of Northern
Powergrid’s customers, with some households being left without power for prolonged periods. The scale and nature of the
event meant that Northern Powergrid’s strong levels of customer service was affected, due to the number of customers
who needed help, high call volumes and overwhelming website demand. Northern Powergrid recognises the impact going
without power can have on its customers and is working with Ofgem to ensure those who were affected are properly
compensated and that improvements are made in the future.
The impact of extreme weather events such as Storm Arwen are largely excluded from the Customer Service KPIs. Under
the BMCS, an independent market research company carried out telephone surveys with the Company’s customers to find
out how satisfied they were with services related to unplanned or planned power cuts, quotations and subsequent
connections, and general enquiries. NPg Yorkshire recorded a marginal decline in overall satisfaction scores at 88.4%
compared to the prior year (89.3%) maintaining an overall BMCS rank of 13 out of 14. NPg Northeast recorded a decline
in overall satisfaction scores at 89.4% compared to the prior year (91.4%) which had resulted in an overall BMCS rank of
11 out of 14 falling two places from the year prior.
To further enhance the service provided to customers a number of initiatives from Northern Powergrid’s customer service
improvement plan were implemented during the year. This included the continued development of the customer
relationship management (“CRM”) system, including the roll-out of CRM Go for unplanned power cuts which provides
improved real-time customer communication during an outage, the transition to a six region structure within Connections
and the continued rollout of a ‘Customer First’ training programme which was introduced to improve the proactivity and
effectiveness of communication with customers.
Activity scheduled to take place during 2022 is to focus on technology enablement including the development of the CRM
system to enhance outbound communications in support of the enduring connections solution as a self-serve offering for
low carbon technology additional load requests. The deployment of a new contact centre telephony platform and an
upgrade to the Group’s external website is also due to take place in 2022.
Connections to the network
Business Plan commitment:
To further implement customer service improvements in support of the commitment to
reduce routine, small works end-to-end connections lead times by 30% during the ED1 period, actively facilitate the
development of competition from independent connections providers ("ICPs") and deliver the major works service
improvement plan as part of the Ofgem Incentive on Connections Engagement (“ICE”).
Performance during the year:
Reducing end-to-end connections lead times continued to pose a challenge and, as such,
work to improve the level of customer service within the small works connections business (measured by the BMCS
connections KPI) continued. In support of this, the process whereby one individual assumes responsibility throughout each
connections process from creating a quotation on site (using the quote-on-site technology) to the final delivery of the
connection itself was further embedded. By continuing to introduce further enhancements, the Company is confident that
whilst a 30% reduction in end-to-end lead times will be challenging, (currently at 19%) it remains achievable by the end of
the ED1 period.
The Company continued to comply with the processes set out in Standard Licence Condition 52 and the Competition in
Connections Code of Practice. This included the provision of dual quotations, enabling ICPs to self-determine points of
connection to the existing Network and self-approve designs, and by facilitating the self-connection of new assets to the
Company’s low and high voltage networks by suitably accredited ICP operatives as a contestable activity.
In relation to the Company’s ICE commitments for the 20/21 regulatory period, the 18 actions included in the service
improvement work plan were successfully delivered.
Corporate responsibility
Business Plan commitment:
To build effective relationships with stakeholders whilst maximising the value of contact
with customers, especially those who are vulnerable and hard to reach.
Performance during the year:
In May 2021, Northern Powergrid put forward its SECV submission to Ofgem in respect
of work undertaken during the 2020/21 Regulatory Year. The material provided an overview of activities and case studies
in areas such as support for vulnerable customers, decarbonisation, safety, environment, customer service, reliability and
availability. Following the review by Ofgem's panel, Northern Powergrid achieved fifth place (of five) in the context of the
DNOs, a step down from third place in the prior Regulatory Year. In response an external assessment of the approach to
engagement, fuel poverty provision and support provided to vulnerable customers was undertaken and improvement plans
were subsequently established.
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