What our stakeholders have told us:
Continue to improve customer service, facilitate decarbonisation and the energy system transition and provide greater visibility of capacity for new connections.
Commitment | Output type |
Continue to improve our customer satisfaction in RIIO-2 measured by the continued financial incentive. We will do this through customer journey work and customer relationship management systems as we have done throughout RIIO-1 and embedding Project CLoCC. We will actively promote NTS connection opportunities to new classes of customer including those developing low carbon solutions. We will improve our customer self-service capability and provide customers with unified, timely and continuous access to relevant information by continuing to invest in the gas connections applications portal. | ODI - Current proposed cap 0.5% revenues/ collar 0.5% revenues Target: 7.8/10 |
Consumer benefit:
We support affordable energy bills by:
- providing a better service to new and existing customers, promoting a faster route to market e.g. web portal
- lower connection costs open up new locations where offtake connections were not previously seen as economically viable
- keeping costs down helps GB retain a buoyant energy-intensive industry sector, in turn supporting employment for UK plc.
Our plan supports a sustainable lower carbon future because we make it easier for lower carbon biogas to enter our system.
Embedding Project CLoCC could provide a consumer value proposition (CVP) of £33m. For more information on CVP8 please see annex A10.05.
What our stakeholders have told us:
Facilitate the market and remove blockers
Commitment | Output type | Consumer benefit |
Support the energy market liquidity by meeting timescales for connection and capacity offers. Ofgem has decided to retain our existing RIIO-1 licence obligation relating to connections – specifically to comply with the connections process requirements of the UNC. | Licence obligation | Our connections service plays a vital part to ensure the cheapest sources of gas are available for GB consumers. We are part of a global gas market. The effectiveness of our processes has an impact upon the attractiveness of GB as a destination for the economic supply and consumption of gas. We ensure diverse domestic and international sources of gas can access our network efficiently. Diversity contributes positively to security of supply for consumers. |
Optimise use of existing system by substituting capacity where possible rather than building new capacity. | Commitment | Our plan supports an affordable energy bill because where possible we provide capacity without building new assets. This keeps costs down and avoids uncertainty about the enduring value of new assets in future. |
Deliver more capacity when underpinned by customer commitment, informed by robust options analysis and use of incremental capacity reopener. | Uncertainty mechanism - Trigger: Case-by-case basis, 1% baseline revenue threshold. | The UM approach avoids anticipatory investment (which could give rise to stranded assets) while enabling a timely response to development of new capacity. The UM approach and associated UNC rules seek to achieve the right balance between individual user commitment and socialisation of costs across the generality of gas consumers. |
What our stakeholders have told us:
Facilitate pipeline diversions / land developments in the vicinity of our assets
Commitment | Output type | Consumer benefit |
We will only seek recovery of pipeline diversion costs via transmission charges to the extent that they cannot be reasonably recovered from parties requesting the diversion. More information on UMs is provided in annex A3.02 and for non-customer funded diversions in annex A19.01. | Uncertainty mechanism - Trigger: Annual iteration reopener process, 1% baseline revenue threshold. | This situation can arise due to the terms of legacy deeds between National Grid and land owners. We respect the legal rights of owners upon whose land our assets are situated, while protecting the commercial interests of gas consumers. |