We outperformed Ofgem’s targets for ‘time to quote’ and ‘time to connect’ for single domestic connections and small commercial connections in 13 out of 16 measures, but we have missed our targets for some of the other customer groups.

We are one of the top performing DNOs for the Connections Customer Survey in Ofgem’s Broad Measure of Customer Satisfaction, scoring an average of 8.87 out of 10 for our DNO group.

We achieved a score of 8.59 out of 10 for distributed generation customer satisfaction surveys. We have specified a range of improvements within our work plan for the Incentive on Connections Engagement (ICE).

We developed our “Enquiry Tracker” website to allow ICP/IDNO users to track enquiries from application to connection. Details have been published in our ICE work plan.

We have improved the information we provide in documents and online in line with stakeholder feedback.

In 2022/23 we held 32 Community Energy Surgeries with 152 participants, 40 Community Energy dissemination events for 728 stakeholders and 4 community energy events for 80 stakeholders.

We engaged with over 18,800 stakeholders through events and customer satisfaction surveys. The actions in our ICE work plan are based on suggestions we received from these events and surveys.

There were 30 failures against the connection Guaranteed Standards of Performance during 2022/23. We had a further 4 failures against Competition in Connection standards, which relate to services we provide that cannot be carried out by competitors.

We provide clear information for customers explaining that they can use other connection providers. We carry out a yearly survey to measure customer awareness. The 2022-23 survey showed that 84% of customers who had a new connection were aware of other providers.

In agreement with stakeholders, CIC stakeholder engagement is now incorporated into our Customer Connections Steering Group (CCSG). Three sessions took place during 2022/23 and we used feedback to improve our processes.