We successfully delivered on all our commitments within the Meet the needs of consumers and network users priority area. In 2024/25, our customer satisfaction (CSAT) and stakeholder satisfaction (SSAT) survey scores remained consistently strong, reflecting our ongoing focus on service quality. We also achieved robust performance across our system operator (SO) incentive areas, including demand forecasting, maintenance, capacity constraint management, and residual balancing, by driving continuous improvements and meeting all targets set out in our incentive schemes.

We’ve made strong progress in delivering our outputs under the Maintain a safe and resilient network priority area. Notably, we increased our interventions on non-lead assets, such as fences, gates, roads, pathways, and pipe supports, with 525 non-lead civil volumes delivered and claimed for Structural Integrity assets in 2024/25, up from 443 volumes in 2023/24.

We’ve also submitted re-opener proposals to support the re-development of one of our terminal sites. Some activities have been deferred to next year due to the complexity of the work and constraints around permitted outage windows.

We’ve made meaningful progress in advancing the deliverables that support our goal of Deliver an environmentally sustainable network. Our performance against the greenhouse gas incentive remains strong, with emissions vented at 2,018 tonnes, well below the target of 2,897 tonnes. We’ve also achieved a 9% reduction in business mileage emissions, decreasing from 850 tCO₂e in 2023/24 to 776 tCO₂e in 2024/25. This marks a 52% reduction compared to our baseline target of 1,608 tCO₂e set at the start of RIIO-T2.

While progress has been positive overall, we’ve encountered challenges in delivering our redundant asset commitments, primarily due to evolving needs cases and network constraints.

We’ve achieved a strong safety performance, which is crucial to our stakeholders, the communities we serve and to our business. We’re on track to meet government requirements for protecting our assets that are essential for securing UK infrastructure.

We’ve maintained a 100% compliance with HSE legislation. And our injury frequency rate (the number of injuries per 100,000 hours worked) has remained low throughout the RIIO-T1 period.

We’ve maintained very high levels of reliability and availability for our customers to input and offtake gas from our system, whenever they want to.

We know we need to do more to manage constraints (where gas is restricted from flowing between two points). However, we’ve continually reduced the number of maintenance days requested over the RIIO-T1 period. This makes sure our customers can continue to supply gas to their own customers.

Minimising the impact our business has on the environment is important to us, and to our stakeholders.

A large part of our carbon footprint is made up of our gas-powered compressors, which move gas from entry point to where it’s needed. Changing supply patterns have led to increasing emissions in recent years.

We’ve responded by investing in low emissions technology to meet customers' use of the network. We’re working hard to make sure we comply with the latest emissions legislation.

We’re measured on customer and stakeholder satisfaction through annual surveys. The incentive limits we can earn are (+ / -) 1 per cent of our annual allowed revenue. Our satisfaction scores have improved since the start of RIIO-T1, although we had a slight reduction in 2017/18.

Our customers and stakeholders have remained a key priority. As part of our customer transformation programme, we’ve used feedback to create detailed action plans to help us improve even further.

We continue to improve the customers’ connections service we offer both in terms of the products and charging structures. We’re progressing well with our Network Innovation Competition (NIC) funded Customer Low Cost Connections (CLoCC) project, which aims to reduce the time and cost to connect.

In addition, we have met all requirements associated with connection and capacity requests submitted by our customers, except in one case where we agreed a delay of two days with a customer.