Northern Powergrid Runs the Only Major Electricity Distribution Network That Provides Power to Customers in the Northeast, Yorkshire and Northern Lincolnshire

Powering the region

Ofgem Incentive on Connections Engagement DG Report 2014/15 Part 2 Ofgem Incentive on Connections Engagement DG Report: Who we are and what we do

Who we are and what we do

Who we are and what we do Note this map is a geographical representation of our licence areas. Northern Powergrid runs the only major electricity distribution network that provides power to customers in the Northeast, Yorkshire and northern Lincolnshire. We move electricity to and from homes and businesses over our network. We don’t sell electricity, neither do we operate power stations. We operate a network of more than 61,000 substations and around 91,000km of overhead power lines and underground cables that takes electricity from National Grid’s transmission network and from smaller generators and delivers it to homes and businesses throughout the region. Keeping that network running safely, reliably and efficiently is our business. We are open for business every hour of every day of the year – no matter what the circumstances. As a customer, you pay an energy supplier for the electricity that you use. Your bill includes an amount that we charge suppliers for using our network to deliver your power. This covers the cost of running, maintaining and investing in our network. We operate as one company but we are regulated by the energy regulator, Ofgem, as two licensed businesses: Northern Powergrid (Northeast) Ltd and Northern Powergrid (Yorkshire) plc.

Where we fit in the electricity industry

1 www.northernpowergrid.com/page/generation_connections.cfm Ofgem Incentive on Connections Engagement DG Report: Executive Summary

“It is important that we are accountable for the promises we have made and this report identifies the positive steps that we have accomplished in improving service to generation customers Executive against the plan we agreed.” Summary John Barnett, Commercial Director

The distributed generation (DG) sector has continued to be of significant importance to us as it has remained the sector that has continued to grow in demand for connections and has presented the most challenges to us in ensuring that we have been able to make all required connections. It is therefore important that the services we have provided over the last regulatory year should have met the requirements of our customers, making the job of connecting to our network easy whilst facilitating and supporting the provision of services to the sector by independent connections providers. Over the period we have executed against the improvement plan that we set out, having listened to customers’ requirements, and from this report we trust that you will be able to see we have made positive improvements in the service we deliver.

www.northernpowergrid.com/page/generation_connections.cfm 2 Ofgem Incentive on Connections Engagement DG Report: Introduction

“We are keen to provide customers with the results of our efforts to improve customer service, good and bad, over the past year. This ‘looking back’ report gives us an ideal opportunity to do so for customers in the DG market sector. In producing this report we recognise that there is more to do Introduction before our customers will feel our service offers everything they need. With the help of DG customers we are working hard to ensure this happens.” Welcome to our part two ‘looking back’ report for Ian Cobley, Connections Regulation Manager the year ended 31 March 2014, where we review performance against our strategy for stakeholder engagement, our work plan of activities and the key performance outputs that we set ourselves in our DG improvement plan produced in April 2013 and updated quarterly since then.

We demonstrate how we have engaged with our DG stakeholders, and how well we have undertaken our work plan of activities and delivered against planned timescales: where we have failed or experienced problems and delays, there is an explanation of why and what we have done about it. We have worked hard over the past 12 months to improve the level of customer service given to our DG customers and to better understand the issues our customers face in getting a connection. This report shows how our strategy, activities and outputs have taken into account ongoing feedback from a broad and inclusive range of DG stakeholders and how this feedback has led to further actions in our plan up to and beyond the end of the reporting year. Gathering feedback from customers is important to the way we formulate and present our plans and we would welcome your views.

3 www.northernpowergrid.com/page/generation_connections.cfm Ofgem Incentive on Connections Engagement DG Report: How we engaged customers

“As a DNO we exist to serve customers and their engagement in developing our services and making sure they are fit for purpose in an ever-changing business environment is extremely important. How we engaged We therefore take engaging with stakeholders very seriously and deploy varied processes to discuss customers issues and seek stakeholders’ views.” Julie Thompson, Connection Services Improvement Manager

The importance of stakeholder engagement We continually seek to improve the service that we provide, and the most effective way to ensure that we deliver what our customers want is to engage with them on a regular basis and seek their views about the service we give and what improvements we can make. Interacting locally with customers face to face We actively engage with our DG customers through multiple channels to seek their views. In 2013 we held two customer forums. The key purpose of these sessions is to give customers the ability to tell us how we are performing and how they would like us to improve. We have used the output from these Making our experts accessible This type of stakeholder survey has engagements and the requests from enabled us to measure our current Part of continuous improvement of our customers to enhance our service satisfaction levels amongst DG customers, customer service is to maximise the use of improvement plan, which is updated and and we are now able to use these web technology. In cases where customers published on our website every quarter. satisfaction scores as the baseline for are unable to attend a surgery or prefer Through this our customers can gauge future levels of service improvement. whether or not what we are intending to anyway, they can receive the same level do aligns with their requirements and can of engagement via our online “Ask the Keeping DG customers informed Expert” request process, where the measure our performance. We have used E-bulletins and created a customer interacts with our technical or dedicated online community of interest commercial experts electronically. In 2014, Giving access to to keep DG customers informed of our between January and March, we have technical specialists planned stakeholder events and to already received and responded to As well as the forum events in 2013 we highlight to them new services that we 59 enquiries via this method. have continued to operate monthly design offer and items of interest that we post surgeries where customers can discuss Using market research on our website. In reaching out to DG the details of their project with one of to good effect customers in this way we are keeping our design or commercial engineers and them as up to date as possible on events explore any technical or commercial In January 2014 we took a different and issues whilst directing them to our issues. Northern Powergrid was the first approach to the way we engaged with website, which acts as the focal point distribution network operation (DNO) a wider cross-section and the harder- for information provision and general to launch this service in 2011. These to-reach DG customers. Five hundred engagement on DG topics. sessions are popular with DG customers customers who had requested a quotation and continue to make good use of the and/or had recently had connections work availability of key experts to resolve issues completed were asked to participate in a well before they can materialise on the telephone survey: of these, 150 customers critical path of the delivery of their project. completed the survey. This 30% response rate is high compared with other forms of survey, through which we might receive on average a 5% response rate. The survey results can be found in detail in Appendix 1 – Customer Survey Results.

www.northernpowergrid.com/page/generation_connections.cfm 4 Ofgem Incentive on Connections Engagement DG Report: How we engaged – customer connections events

How we engaged – customer connections events

Customer connections events are held The discussion topics change at each event, every six months. The briefings provide a focussing on the most relevant current forum for us to share our improvements issues. Previous topics have included: and ideas with customers and gather Recent changes and updates their feedback and suggestions on further improvements going forward. What is planned for the future We find these events invaluable in helping RIIO ED1 consultation us to understand the issues being faced eAM Spatial project by our customers and to help us to learn how we can provide a better service to suit Distributed generation their needs. We aim to use these events to Online self-service keep customers informed of developments connections application happening within the electricity Competition in connections connections industry that might be important to customers; to keep customers Hitachi rail project abreast of the improvement plans we have in place; and to allow us to share and learn from customers’ experiences. These events provide opportunities throughout the day for customers to speak to our team, who are always delighted to discuss any of the topics covered in the presentations and any other issues that are of interest to you.

5 www.northernpowergrid.com/page/generation_connections.cfm Ofgem Incentive on Connections Engagement DG Report: Survey Details

“We engage with our DG customers on a regular basis and seek their views about the service we give and what improvements we can make. In January 2014 we surveyed 150 (30%) of our DG customers about our performance. The feedback we received was invaluable and has confirmed the improvements Survey Details we are making are what our customers want.” Julie Thompson, Connection Services Improvement Manager

In January 2014 we commissioned Explain, an independent market research company, to carry out quantitative research to measure current satisfaction levels amongst DG customers. Five hundred customers who had requested a quotation and/or had recently had connections work completed were asked to participate in a telephone survey, and 150 of them completed the survey. This 30% response rate is high compared with other forms of survey, from which we might expect to receive on average a 5% response rate. Were you satisfied with the timescale in which you received Overall <5 >5 The survey sought to identify what your quotation customers thought of their experience in receiving a connection quotation Yes 90% 89% 90% and/or delivery service from us. It also sought customers’ views on No 5% 9% 4% what we could do better to improve Not sure 5% 2% 6% service levels going forward. The following tables highlight metrics How easy did you find the taken from our recent survey and are Overall <5 >5 split into total number of respondents quotation to understand? and then further split into those who 1-6 23% 24% 23% have made fewer than five applications and those who have made five or more 7-8 41% 38% 42% than five applications. This allows us to 9-10 36% 38% 35% see a clearer picture of the requirements of our customers by informing us where Mean score 7.6 7.5 7.6 we need to aim our improvements so as to have the best impact. 1 = poor 5 = good 10 = excellent

How satisfied were you with the overall professionalism of Overall <5 >5 the workforce? 1-6 17% 13% 20% 7-8 39% 50% 30% 9-10 44% 38% 50% Mean score 7.9 8.4 7.6

How would you rate the staff Overall <5 >5 at being helpful? 1-6 10% 10% 9% 7-8 34% 35% 33% 9-10 57% 54% 58% Mean score 8.5 8.4 8.5

www.northernpowergrid.com/page/generation_connections.cfm 6 Ofgem Incentive on Connections Engagement DG Report: Customer Feel - You said / We did

“We have listened to our customers and responded positively to their comments and suggestions. Our plan is reflective of their requirements and we have Customer Feel – implemented 25 changes over the last 12 months.” You said / Mark Johnston, Connection Commercial Manager We did

‘Simplifying Distributed You Said We Did Generation’ guide We want to know more about your We created a ‘Simplifying Distributed Our DG customers asked for a ‘single point processes – Customer Feedback Generation’ guide to better inform our of reference’ document that contained our customers about how we connect DG and connections processes, our guide to prices give guide prices for different options and timescales and links to other useful Wayleave and legal delays are too long – We reviewed and redesigned our websites. We developed the ‘Simplifying DG-DNO Steering Group processes to ensure they are efficient Distributed Generation’ guide to provide and discussed with customers ways in them with a booklet that would help which we can run the wayleave and legal assist them through the complexities of processes in parallel with the application making an application to connect. You can process to reduce overall timescales download the document on the following hyperlink: www.northernpowergrid.com/ We would like an alternative We have progressed and contributed page/generation_connections.cfm connections process for design fees – to a business case amongst other DG-DNO Steering Group DNOs, DG-DNO Steering Group and Legal and wayleave processes DG stakeholders. This allowed for a We have reviewed our legal and case to be presented to DECC during wayleave processes with other DNOs to August 2013. A session with DECC, ensure that our current processes are stakeholders and Ofgem was planned as time-efficient as they possibly can for the 5th June 2014, the outputs of be. We actively encourage customers to this are currently being considered inform us early of the possible need for wayleaves so the application process can Type-testing requirements for both With other DNOs we contributed to run concurrently. We were recognised G59 and G83 applications are complex – a national database of type-testing by the DG community as being flexible Customer Feedback information for DG products and this is in our wayleave agreements by both hosted by the ENA discussing work required and changing We would like a longer validity period Following stakeholder interaction we have our terms and conditions accordingly. for our applications – Customer extended our quotation validity period Assessment and design fees – Feedback from 60 to 90 days business case I would like to apply online – Customer We implemented a new self-service In order to provide improved overall Feedback online application process on our customer service we are seeking to reduce website during April 2013, and also the number of Section 16 connection expanded the service in November offers issued that do not proceed and the to allow contact centre staff to assist business case for DECC is one of a number online applications where necessary of initiatives (including providing more online information, heat maps and access to I don’t understand what type of We provide a decision-support tool on our technical & commercial resource) intended application I need to apply for – website that allows customers to narrow to help with this problem. Customer Feedback the application choices down based upon Following on from the submission of the questions about their projects business case to DECC, a national workshop was held on 5th June 2014 and the outputs are currently being considered, with further discussions planned to take place with interested stakeholders once we have carried out the review.

7 www.northernpowergrid.com/page/generation_connections.cfm Ofgem Incentive on Connections Engagement DG Report: Customer Feel - You said / We did

National database of Increasing quotation validity Online application process type-tested equipment periods to 90 days One of the most significant developments Customers had said that we sometimes Our customers asked us to increase in 2013 in relation to the Northern delayed their projects due to incorrect the length of time that our connection Powergrid connections webpages was the information being provided by them, offers remained valid for acceptance. implementation of a new self-serve online but that DNOs differed in their approach Their feedback was that 60 days was application process. on this. As the result of the creation of often too short for them to be able to A main feature of the new electronic a centralised database of type-tested commit to acceptance of their project. application process is the customer’s equipment the customer can log the Additionally, customers told us that account area, which provides our number provided on the ENA database asking us to reissue expired offers was a customers with up-to-date information and the DNO will get all of the appropriate further administrative burden for them. relating to their application. The launch of information, thereby minimising the work Following review we increased the validity our new connections application process the customer has to do and ensuring the of most of our offers to a standard of 90 greatly benefits our customers as it allows DNO has all of the information with which calendar days. The feedback from the them to apply for a new connection to provide the connection offer. majority of customers has been positive, quickly, easily and at a time that is such that we have committed to consider convenient to them. increasing validity periods further and expect to consult with stakeholders Decision support tool about it over the coming months. The connection process varies with the size of the generation equipment to be installed. Our DG customers found it difficult to understand if they had the option to install and notify or if they had to make an application to connect prior to installing the generation. To help our customers decide the right way to proceed we provided a decision support tool on our website. www.northernpowergrid.com/ page/generation_connections.cfm

www.northernpowergrid.com/page/generation_connections.cfm 8 Ofgem Incentive on Connections Engagement DG Report: On the national scene

“Key to ensuring we offer a consistently high level of service is working across the DG industry on a range of national issues and if we can adopt best practice to improve the service we afford our customers then On the we will strive to implement them as soon as possible.” Derek Fairbairn, Customer Connections national scene Design Manager

Annual DG fora events DG-DNO Steering Group Northern Powegrid As one of the six DNO groups we actively The DG-DNO Steering Group was formed DG forum event support and deliver some of the content following discussions between Ofgem, On the 8th May 2014 we held a DG-specific at the three DG fora events in Scotland, DNOs and the DG community. It has formal event to publicise how DG was affecting England and Wales. The DG fora allows terms of reference and is attended by all of our network and we covered a number of the DNOs, DG stakeholders, Ofgem and the DNOs and representatives from across topics including; DECC to give their views on how this the DG industry - covering trade bodies, market sector has progressed in terms developers and the NFU, to name a few. Our commitments and aspirations now of DG improvement plans for the DNOs, Meetings are held in London every two and out to 2023 DG stakeholders’ requests being met and months and the Steering Group extends Commercial operations including any regulatory or political movements/ invitations to external bodies such as application process, volumes and discussions that have affected or will affect Ofgem and DECC to support any subjects interactivity the ongoing development of distributed that may require their input/guidance Network availability including EHV and generation. The events provide an open in terms of resolving/agreeing plans of HV hotspots invitation to any parties interested in action. To date both Ofgem and DECC this market sector. You can find a list of have attended, signifying the importance Protection considerations and future dates and events, and the material that is attached to this group, which complexities associated with DG delivered at the 2013 fora at: www. includes a subgroup covering all technical Network investment and strategy for energynetworks.org/events/networking- aspects associated with connecting to the region workshops-andfora/2014-dg-fora/ the DNO networks. The group is also distributed-generationfora-2014/ promoted by the DG community in order Primary Engineering Projects (PEP) – that any issues that cannot be resolved deliverability, timescales, and Previous attendees include representatives or clarified by an individual DNO can be customer interactions from the banking industry, developers discussed on a national basis, so that and speculators, manufacturers, estate The event also provided an opportunity the views of other DNOs and the DG agents and landowners. The content is for customers to interact with all the attendees can provide direction and jointly agreed between the DNOs and teams involved in delivering the material clarity to assist in any final decisions. DG stakeholders as part of the DG-DNO presented, and support was received Steering Group discussions. from those attendees via filming and formal feedback after the event. This event was well received, with a request for another to be held in six months’ time. The filming and slides from the event can be found at: www.northernpowergrid. com/yourpowergrid/recent_engagement_ activity.cfm

9 www.northernpowergrid.com/page/generation_connections.cfm Ofgem Incentive on Connections Engagement DG Report: On the national scene

National Grid (NGET) demand/ Collaboration with other generation seminar at DNOs outside the DG-DNO Birmingham Steering Group We attend all the seminars that NGET As part of sharing best practices and arrange and provide regular input at understanding new processes introduced these sessions on our position, in terms across other DNOs, Northern Powergrid of the impact of any changes to processes had a joint meeting with Scottish Power and/ or policies. This is done on Northern and SSE to discuss how the introduction Powergrids and also on our customers of the ‘feasibility study plus’ process behalf who may be affected, as we had been utilised by the DG community, seek to understand and influence how i.e. whether they had taken up this new such changes will be communicated. service, having pushed for it on a national An example of this is the recent change basis. Although the take up was low we are to the ‘statement of works’ process that minded to introduce this option to see if has removed the need for customers our customers would like this alternative. connecting to the Northern Powergrid network to experience the two-month delay and associated cost for a statement of works request when Northern Powergrid and NGET are already aware that there will be an impact on the NGET system. These customers now no longer have to submit a statement of works or incur the associated costs, but can progress straight to stage 2 of this process, saving approximately two months and three thousand pounds. We attended all of the initial meetings and actively supported the introduction of this.

www.northernpowergrid.com/page/generation_connections.cfm 10 Ofgem Incentive on Connections Engagement DG Report: Plan Actions

“This plan represents the output of a significant consultation with stakeholders and reflects their requirements in a set of actions that will resolve current issues with our process and provide a service that provides an efficient and effective connections service for DG customers.” Plan Actions Mike Hammond, Head of Connection Services

Our commitments Completed Actions Outstanding – Themes Total Actions in plan Actions as of 31st March 2014 as of 31st Mar 2014 To Complete

1. Customer Service – “improving the customer 7 9 4 5 experience” 2. Application Process – 19 21 11 10 “making it easier and quicker” 3. Information Provision – “making information 5 7 2 5 readily available” 4. Technical Developments – 11 11 3 8 “exploiting innovation” 5. Charging – 3 4 3 1 “being fair and reasonable” 6. Choice and Competition– 5 8 5 3 “opening of markets” 7. Stakeholder Engagement – 6 7 4 3 “being customer led” Total 56 67 32 35

RAG Progress Key Project Plan Key Ref Status Description Ref Status Description 1 Completed to planned target Key milestone 2 Running to plan Action start month 3 On target – not started Projected timescale 4 Completed late Revised timescale 5 Overdue – target still okay 6 Okay to agreed revision

11 www.northernpowergrid.com/page/generation_connections.cfm Ofgem Incentive on Connections Engagement DG Report: DG Plan Progress made to date made to Progress We continually review feedback from our customers our customers feedback from review continually We One of the both the outputs and benefits. and monitor is via our ‘online feedback receive in which we ways opinions and community’ collect us to which allows community using online surveys the from perceptions generation say’ on distributed your and polls. ‘Have http://www.northernpowergrid. at: is located com/haveyoursay/distributed_generation.cfm with our involved get to like would If you details your community’ please register ‘online http://www.northernpowergrid.com/ at: yourpowergrid/our_online_community.cfm 500 DG circa contacted have During January 2014 we within the last a quotation who had received customers 150 contacted we Of the 500 customers 12 months. in our customer participate to happy were customers to feedback are using the We survey. satisfaction http:// is available enhance our DG plan The report www.northernpowergrid.com/page/getconnected.cfm our updated have we As part of our annual review our to include references 2013 to for DG strategy on can be viewed plan. This information DG work http://www.northernpowergrid. at: our website com/page/generation_connections.cfm of concept a proof established 2013, we In May as approach management account our key for for our RII0-ED1 business part of our preparation of this plan submission. The full implementation the end of until will not be completed approach to pilot continue we 2015. In the interim March with possible and appropriate where this approach customers. generation a small number of large user guide Generation’ Our ‘Simplifying Distributed and among other on our website available is now connecting DG ad about information things provides The document cost. connection guide prices on offers http:// at: our website from be downloaded can www.northernpowergrid.com/som_download. cfm?t=media:documentmedia&i=1797&p=file resource our review to and continue reviewed have We the capacity have and currently workload against additional administrative employed have We required. 2013 and this is now three during quarter support staff process. review capacity part of the continuous and about legal nationally of concerns aware are We any not experienced have but we delays wayleave discussions We encourage to date. problems significant run wayleave can in which we on ways with customers with the application in parallel processes and legal our We believe timescales. overall reduce to process customers’ support meets and legal wayleave existing our processes. review to continue but we requirements Mar Feb Jan Q1 2014 Dec Nov Oct Q4 2013 Sep Aug Jul Q3 2013 Jun May Apr Q2 2013 Running plan to Completed Completed Late Running plan to to Completed planned target to Completed planned target to Completed planned target RAG Progress RAG Ensure customer customer Ensure is captured feedback and improvements and realised are communicated Update DG Update Strategy Information account key Establish for management DG customers regular Publish a DG customer user guide design resource Ensure and design support for available are DG connections legal adequate Ensure and / or wayleave is available resource DG customers for 1.1.1 1.2.2 1.2.3 1.3.2 1.2.1 1.3.1 Northern Powergrid Northern Powergrid Plan High-Level Monitor Customer Customer Monitor Satisfaction Interacting with Interacting customers Resourcing 1.1 1.2 1.3 Renewable UK Suggestions Renewable Customer Service Customer 1.0 Renewable UK Issues Renewable Northern Powergrid Distributed Generation (DG) Improvement Work Plan: ICE Trial Part 2 April 2013 – March 2014 March – Part 2013 Trial 2 April ICE Plan: Work Improvement (DG) Generation Distributed Northern Powergrid

www.northernpowergrid.com/page/generation_connections.cfm 12 Ofgem Incentive on Connections Engagement DG Report: DG Plan 30 Apr 2014 – DNOs to submit DG ICE plan, Ofgem to to submit DG ICE plan, Ofgem 30 Apr 2014 – DNOs to views and seek customer publish on their website submit a ‘Looking back’ report 30 June 2014 - DNOs to publish on their website to DG in 2013/14. Ofgem for views and seek customer DG ICE plans revised resubmit 30 Oct 2014 – DNOs can Ofgem to Progress made to date made to Progress Ofgem have circulated draft ICE guidance for comment. comment. for ICE guidance draft circulated have Ofgem and revised have and Ofgem responded DNOs have the purpose of for the ICE guidance document reissued follows: as is trial this for timeline The trial. summer’s this February with SSE and SPEN on 24 held a meeting We feasibility of a and introduction discuss the content to poor take-up service. of the very Because study speak further to to intend now of the service we this clarify the need for to in order stakeholders the uptake to monitor will also continue service. We to with a view in other DNOs’ areas of customers year. in the service later an appropriate implementing of action upon the outcome As this action is dependent align 2014 to into has been rolled 2.1.1, the milestone for action 2.1.1. dates completion with the revised changes of any the communication will complete We months. within two process study in our feasibility ESCG, to the was issued A&D paper upfront The draft comment for parties and other interested DG forum DG from feedback received 2013. We on 8 May incorporated July and have June/early late stakeholders The paper and accompanying the paper. into this detail 2013. 1 August to DECC issued were letter be accessed can database report verification type-test ENA The http://www.ena-eng.org/ProductTypeTestRegister/ at: online type-tested been have that all products records database The The of G83 and G59 in one location. the requirements to the to Reports uploading Type-Test for main responsibility The product manufacturer. of the product is that database via an individual with access details is provided manufacturer the ENA. by type-test The provided login and password database. via the available forma is also pro report verification (eg users and other the DNOs allows database The a quick undertake to / installers) / designers consultants be connected to products the that ensure check of it to G83 and G59 type-tested. are networks the DNO to is alsoregister the by manufacturers to use In addition basis) to (on a read-only other users to available freely which allows system, held in the the products browse may products they to identify other users prospective installation. as part of their proposed use wish to generated number unique reference product’s Using the can consultants/designers/installers the database, by form. G83 or G59 application this on the relevant record will then DNO form the application of the Upon receipt confirming and register to the referring by also this confirm connection. for is approved product the relevant Mar Feb Jan Q1 2014 Dec Nov Oct Q4 2013 Sep Aug Jul Q3 2013 Jun May Apr Q2 2013 Running plan to Running plan to to Completed planned target to Completed planned target RAG Progress RAG Running plan to Develop a DG Develop model engagement in line with Incentive on Connections Engagement Communicate the Communicate of changes outcome in our feasibility process study the business Progress introduction for case assessment of upfront and design fees DECC (A&D) by With other DNOs a national develop of all database DG equipment Review other DNOs Review study feasibility service, then consult on improvements 1.3.3 2.1.2 2.1.3 2.2.1 Northern Powergrid Northern Powergrid Plan High-Level 2.1.1 Resourcing (cont’d) Resourcing Database of Turbine of Turbine Database Specifications Feasibility Studies Feasibility 1.3 2.2 Renewable UK Suggestions Renewable 2.1 Customer Service Customer (cont’d) Application Process Application 1.0 Renewable UK Issues Renewable 2.0

13 www.northernpowergrid.com/page/generation_connections.cfm Ofgem Incentive on Connections Engagement DG Report: DG Plan Progress made to date made to Progress We have completed a review of our processes to reduce reduce to of our processes a review completed have We are We revalidation. / re-quotation for the timescales working days. of 10 standard an internal targeting now has been our process is complete, This task a get should be able to and customers changed working days. within 10 re-quote/re-validation validity period from of the quotation The extension 2012. November introduced was 90 days to 60 days validity period the quotation extend we Before consult fully with our to is our intention further, of the full implications understand to stakeholders will 2014 we two During quarter such change. any with regard with our DG stakeholders widely consult validity period, of the quotation the extension to forward. a way will then propose which we following S16 dual SLC15/ provided have We 2012. since November quotations be would this item that originally communicated We in the problems 2014. Following March for completed decided have we of these letters IT implementation we are until process our previous back to revert to completion this service. The revised release to ready 2014. September is now this project for date standard as letters dual quote offer currently We in the HV metered a section 16 quote for demand marketplace. & connected on EHV schemes in breakdowns quotation provide We statement. with our published charging accordance providing for the process and tested developed have We with our published in accordance of breakdown this level the and brief document need to We statement. charging it. As this action can introduce we before staff to process in 2.3.2 and actions 2.4.2 the developments to is linked 2014. one quarter to out rolled was deadline the 2.4.4, to Mar Feb Jan Q1 2014 Dec Nov Oct Q4 2013 Sep Aug Jul Q3 2013 Jun May Apr Q2 2013 Completed late Completed Completed to to Completed planned target to Completed planned target Running plan to to Completed planned target agreed to Okay revision agreed to Okay revision Completed Late Okay to agreed agreed to Okay revision to Completed planned target RAG Progress RAG Implement working working Implement to procedures support requote/ processes revalidation Modify procedures Modify procedures support requote/ to including revalidation quotations time-expired quotation Extend period from validity 90 days to 60 days quotation Extend period from validity 180 days to 90 days dual Implement for high- quotations metered voltage demand quotations dual quotations Extend generation LV to with connections works contestable dual quotations Extend HV generation to with connections works contestable full cost Provide including breakdown and non- contestable costs contestable Extend dual quotations dual quotations Extend EHV generation to with connections works contestable quotations Ensure include a breakdown components of all cost EHV schemes for 2.3.1 2.3.2 2.3.3 2.3.4 2.4.2 2.4.3 2.4.6 2.4.1 2.4.4 2.4.5 Northern Powergrid Northern Powergrid Plan High-Level Quotation Validity Quotation Period Contestable works part works Contestable of same application 2.3 2.4 Renewable UK Suggestions Renewable Application Application (cont’d) Process 2.0 Renewable UK Issues Renewable

www.northernpowergrid.com/page/generation_connections.cfm 14 Ofgem Incentive on Connections Engagement DG Report: DG Plan Improving the visibility of DG on our website Improving tool pricing an online indicative Establishing practice codes of of DG-specific Publication connections for EHV Functional specifications Progress made to date made to Progress The new online application process went live in live went process online application The new our feedback from seek continually April 2013: we this process. improve can we so that customers will that a system implemented 2013, we In November with customers to assist staff centre enable our contact form including of their online application the completion for customers online applications create to the facility not or are the internet access to who do not have online. information about submitting their confident an online G59 application introduced In April 2013, we http://www.northernpowergrid. at: available com/page/generation_over_16amps.cfm with generation our customers further assist To this action and extending we are applications, processes multiple online application developing forms into application will split the electronic that Work 200kW. 200kW and above up to 50kW, below these and completion develop to underway is now the end of June 2014. for on target remains an online G83 stage- introduced In April 2013, we available on process, which is one notification http://www.northernpowergrid. at: our website com/page/generation_single_installation.cfm the notification that ensure to is underway Work G83/2 stage and incorporates is improved, process the interactive in developing involved The work two. the and therefore anticipated than first is more process the end of June 2014. has been amended to delivery to our made some initial improvements In 2013 we about small-scale information include more to website projects. generation and large embedded generation DG on the different information helpful provided We connection generation a through processes application areas information separate guide, alongside having can be information connection. This of to size specific at: on our website viewed http://www.northernpowergrid.com/page/generation_ connections.cfm additional following the identified have In doing this we underway work is now and can provide we information enhancements: DG web the following deliver to aid to a DG decision tree developed have We form application correct the in identifying customers of the a review completed type. We their work for were no changes that demonstrated that decision tree the current at this process be made to to required on can be viewed tool time. The decision support http://www.northernpowergrid. at: our website com/page/generation_connection_guide.cfm These enhancements will be completed by the end of by will be completed These enhancements 2014. September Mar Feb Jan Q1 2014 Dec Nov Oct Q4 2013 Sep Aug Jul Q3 2013 Jun May Apr Q2 2013 Completed to to Completed planned target Completed to to Completed planned target Running plan to Running plan to Running plan to RAG Progress RAG Completed to to Completed planned target Implement self-serve self-serve Implement online application process Implement contact contact Implement online assisted centre process application a suite Develop G59 of electronic forms application notification Improve submission for channels one of G83 stage notifications Develop our website our website Develop specific give to about our information process DG connection Implement a decision Implement a defines that tree application correct type based on work 2.5.1 2.5.2 2.5.3 2.5.4 3.1.1 Northern Powergrid Northern Powergrid Plan High-Level 3.1.2 Online Application Online Application Process Information on LV on Information Voltage (HV) Network, Issues and Plans 2.5 3.1 Renewable UK Suggestions Renewable Application Application (cont’d) Process Information Provision Information 2.0 3.0 Renewable UK Issues Renewable

15 www.northernpowergrid.com/page/generation_connections.cfm Ofgem Incentive on Connections Engagement DG Report: DG Plan Capacity Demand level Fault constraints Known Progress made to date made to Progress In May 2012, we published technical specifications specifications published technical 2012, we In May of proposed advise customers to on our website can be viewed work. This information connection http://www.northernpowergrid. online at: com/page/generation_over_16amps.cfm extending we are consultation stakeholder Following and specifications accurate to include more this action with DG customers which will provide studies, case date of completion with a and timescales costs indicative to develop shall continue June 2014. Alongside this we web page questions’ asked our DG-specific ‘frequently our DG stakeholders. from 2014 with assistance through on our maps published DG heat 2012, we In May with information our DG customers provide to website an providing headroom, the fault-level regarding connect large to capability of the network’s indication at: online can be viewed This information generators. http://www.northernpowergrid.com/ page/generation_over_16amps.cfm the heat to update was Our initial intention the end at data fault-level with revised maps this together of January 2014, but in putting could supply we that we identified information enhancements. with the following customers with a number of local engaged 2013, we In May Durham and authorities including, North Lincolnshire, Government individually and with Local North Tyneside East of North and Humber Association Yorkshire used these We have collectively. Councils (ANEC) to check facilities, of online awareness raise to meetings to discuss meetings strategy annual offer and to capacity requirements authority infrastructure local capacity, As strategically. plans more and our investment continue we part of our business-as-usual activities currently parties and are liaise with interested to projects. LCNF the possibilities of future investigating Therefore the completion of these the completion Therefore will be June 2014. enhancements system record mains of our new The introduction 2014 will enable the development three during quarter these expect that We maps. heat of interactive four 2014. by the end of quarter be utilised can Mar Feb Jan Q1 2014 Dec Nov Oct Q4 2013 Sep Aug Jul Q3 2013

Jun May Apr Q2 2013 Running plan to Running plan to RAG Progress RAG Completed to to Completed planned target Improve the online Improve base, DG knowledge including a advice plus FAQ facility Publish heat maps maps Publish heat demand and for at HV and generation EHV substations Maintain strong links links strong Maintain authorities with local generation/ regarding load capacity 3.1.3 3.1.4 Northern Powergrid Northern Powergrid Plan High-Level 3.1.5 Information on LV on Information Voltage (HV) Network, Issues and Plans 3.1 Renewable UK Suggestions Renewable Information Provision Information 3.0 Renewable UK Issues Renewable

www.northernpowergrid.com/page/generation_connections.cfm 16 Ofgem Incentive on Connections Engagement DG Report: DG Plan Progress made to date made to Progress As part of our business-as-usual activities were were As part of our business-as-usual activities connections various to discuss and offer continue surgeries, solutions both inside and outside the monthly http://www. at: be located of which can details northernpowergrid.com/page/customer_surgeries.cfm and smart grid equipment trialling innovative Through calculate we will field trials and analysis, conducting sample on four headroom and publish available thermal real-time for: Smart grid equipment networks. and storage response, energy demand-side rating, in August was installed control voltage automatic in December 2013. Network 2013 and commissioned in mid-October on this equipment trials commenced Hexham at network pump cluster 2013 on our heat field trials had 45 active we mid-March and by Field Maltby. at cluster and our PV Hexham running at in June 2014 and the headroom trials will complete will be published in December 2014. assessment the end of published at was report An interim plus 160 generation, both PV analysed 2012 that period 2009 to a 2 year over DG customers larger titled ‘CLNR Load are and datasets 2011; analysis Report’: http://www.networkrevolution. Profiles co.uk/industryzone/projectlibrary to will be provided sets data The final customer British Gas) in April 2014, (from Durham University installations. and Micro-CHP which includes PV are sets reports and data The final output 2014. be published in August planned to planning and design decision network Our prototype EA has been specified with tool support (NPADDs) development. in software and is currently Ltd Technology decision support to will provide tool The prototype a and old solutions perform assess both new the designer This then offers analysis. cost-benefit two held recently have We solution. cost-effective most February and March in meetings user-group NPADDS network review to designers, 2014 with our network proof and modelling, mapping, templates spatial solution models built data has seen network Progress of concept. and Rise Carr, Denwick trial networks: key our two for tool the software into been incorporated which have will These trial networks assessments. run load-flow to The and user-testing. validation network undergo next in December 2014. completed will be final prototype (CLNR) project Revolution Network Our Customer-Led DG year. twice a newsletter publishes a project the newsletter to subscribe to welcome are customers emailing [email protected] by mailing list project Revolution Network The Customer-Led http://www. at: available are newsletters networkrevolution.co.uk/newsandviews/newsletters on a with customers engage proactively We connection discuss suitable basis to regular acceptable technically solutions and offer these discussions. following connections network our of part within system GEMs a introduced We consider the to continue and its introduction for suitable discussions. expansions based upon customer potential Mar Feb Jan Q1 2014 Dec Nov Oct Q4 2013 Sep Aug Jul Q3 2013 Jun May Apr Q2 2013 Running plan to Running plan to Running plan to to Completed planned target to Completed planned target to Completed planned target Running plan to RAG Progress RAG Assess alternative Assess alternative options connection connection reduce to and timescales costs Publish analysis of Publish analysis on selected headroom trials from networks, technology of the LCN implement and Develop that a design tool runs connections assessments network Publish timely updates ideas of innovative Carbon Low from Fund (LCNF) Network with customers Engage continue we ensure to innovative offer to solutions. connection Further develop Export Generation Management Schemes (GEMS) or similar systems Publish generation Publish generation for the data profile of customers/ benefit policy distribution 4.1.1 4.1.2 4.1.4 4.1.5 4.2.2 4.2.1 4.1.3 Northern Powergrid Northern Powergrid Plan High-Level Innovation Collation Collation Innovation and Rollout Capacity Innovation Collation Collation Innovation (cont’d) and Rollout 4.1 4.2 4.1 Renewable UK Suggestions Renewable Technical Technical Development Technical Technical Development (cont’d) 4.0 4.0 Renewable UK Issues Renewable

17 www.northernpowergrid.com/page/generation_connections.cfm Ofgem Incentive on Connections Engagement DG Report: DG Plan Progress made to date made to Progress We held the first of five workshops on 27th February on 27th workshops of five held the first We ANM introducing build up the business plan for to during 2014. The – hopefully our network onto the review June to is planned for workshop next place sessions taking aspects with monthly commercial also considering are We April & May. during March, to workshop in this to assist to SSE an invitation to of ANM introduction our understanding increase for introduction. the lead-in time shorten hopefully out referencing has been carried work Scoping A recommendations ETR standards. current in Ltd Technology EA by paper will be delivered of generation analysis December 2014, following set sample The first by Durham University. profiles to Durham has been provided data of generation commence. to analysis for in order University development in new participate look to We with other DNO information opportunities and share in participated have we recently Most teams. LCNF with: events and knowledge-dissemination workshops Management Network Active SSE – Orkney outputs rating thermal Real-time SP – North Wales demonstration Networks SP – Cumbernauld Flexible Carbon Hub. Low WPD – Lincolnshire CLASS was with ENW’s event participation The last Services) project System Load Active (Customer 30 April 2014 in Manchester. on: Wednesday projects study a number of case considering now are We 2014. during website our on available made be will which to certain arrangements stage-payment offer We value and / or the rating depending on credit customers fair deposits. low and - including offer of connection talk about minimum to to be happy continue We customers by being made in advance payment be investigated can and legals wayleaves so that of the in advance and, if possible, be acquired to proceed The aim is payment. main connection have we that in the knowledge safe with a project reduce possible, to and, where secured everything completed. to be for a project taken time the overall following standard as This service offered is now process. of our quotation a review access to request already can Customers GIS following and Yorkshire records Northeast at: Ian Foster to the submission of a request [email protected] Mar Feb Jan Q1 2014 Dec Nov Oct Q4 2013 Sep Aug Jul Q3 2013 Jun May Apr Q2 2013 Running plan to Running plan to Running plan to Running plan to to Completed planned target to Completed planned target Completed to to Completed planned target to Completed planned target RAG Progress RAG Offer Active Network Network Active Offer Management Generation for Connections in the future Ensure ENA Ensure is Report:ETR130 following updated network active trials management with other DNOs Work events new in any improve or trials to technology LCNF of Publish details generation significant share to projects practice best appropriate Develop to options payment a minimum allow be taken to payment to a customer from and / wayleaves initiate ahead of main or legal payment connection a full cost Provide of all work/ breakdown apportionment cost DG connections for Develop appropriate appropriate Develop to options payment a minimum allow be taken to payment to a customer from the project initiate existing Improve Northern access to mains Powergrid information records Independent for system Connection Providers and other (ICPs) customers appropriate 4.2.3 4.3.2 5.1.2 4.3.1 4.4.1 5.2.1 5.1.1 6.1.1 Northern Powergrid Northern Powergrid Plan High-Level Capacity (cont’d) Consistency Consistency in Standards Interpretation Use of Legacy and Strategic Projects Development Development Technical (cont’d Technical Development Technical (cont’d barriers Address of competition 4.2 4.3 4.4 5.2 5.1 6.1 Renewable UK Suggestions Renewable Technical Technical Development (cont’d) Charging Choice and Competition 4.0 5.0 6.0 Renewable UK Issues Renewable

www.northernpowergrid.com/page/generation_connections.cfm 18 Ofgem Incentive on Connections Engagement DG Report: DG Plan Progress made to date made to Progress Commencing August 2012, we engaged in trials with engaged 2012, we Commencing August separate three date To a number of ICP customers. carried successfully have connectors independent with a of connection, points out self-determined utilise this trial. formally to expected further three trial in April 2013 the first-phase concluded We in the resulting review an internal and conducted high-volume accommodate of the trial to expansion and individual single-phase connections unmetered connections. low-voltage and unmetered metered disconnections of 100 unmetered Since then, in excess successfully have connections lighting 50 street and over within this utilising this trial. Interest been completed committed are and we rapidly is increasing trial process and to further develop work with ICPs to continue to about self- information more the trial. For expand please email Drew of connection, points determining [email protected] at: Johnstone http://www.northernpowergrid. at: Or visit our website com/page/arranging_a_point_of_connetion.cfm self-connected actively have ICP customers Several as part of our network voltage our low to this work. allowing for processes standard to requested have no ICP customers date To continue We self-connections. high-voltage undertake with ICPs. our network discuss access to to of this service is being considered Provision of the part of the redesign as an integral for RIIO ED1. business connections community with our ICP meetings hold regular We scheduled surgeries, to our monthly in addition http://www. at: located of which are the dates northernpowergrid.com/page/customer_surgeries.cfm complaints customer a formalised have We or complain to customer any which allows process any aspect regarding some dissatisfaction register of our business. http://www.northernpowergrid. com/page/contact/complaints.cfm a considering who are our customers encourage We opportunity. earliest us at involve to major project web page connections As part of our redesigned team with one of our a meeting arrange can you without the requirements who will discuss your by can do this You application. a formal need for We’d project? industrial clicking on “planning a large http://www. early” at: located involved get to like northernpowergrid.com/page/getconnected.cfm can email: you Or alternatively [email protected] Mar Feb Jan Q1 2014 Dec Nov Oct Q4 2013 Sep Aug Jul Q3 2013 Jun May Apr Q2 2013 Completed to to Completed planned target Completed to to Completed planned target to Completed planned target – On target not started – On target not started to Completed planned target Completed to to Completed planned target Completed to to Completed planned target RAG Progress RAG Further engagement Further engagement the ability on exploring point self-determine to (PoC) of connection Promote ICP self- Promote LV assets of connection ICP self- Promote of HV assets connection a helpline ICPs Provide policy and technical, for questions standards technical Introduce and hot workshops for ICPs desk facilities the benefits Promote application of pre our discussions to DG customers Introduce a process for for a process Introduce complaints customer / dissatisfaction Engage with the ICP Engage identify to community opportunities emerging 6.1.2 6.1.3 6.1.4 6.1.5 6.1.6 7.2.1 7.1.1 6.1.7 Northern Powergrid Northern Powergrid Plan High-Level Address barriers of barriers Address (cont’d) competition Customer Feedback Feedback Customer Seminars Risk-free Appeals Risk-free Process 6.1 7.2 7.1 Renewable UK Suggestions Renewable Choice and (cont’d) Competition Stakeholder Stakeholder Engagement 6.0 7.0 Renewable UK Issues Renewable

19 www.northernpowergrid.com/page/generation_connections.cfm Ofgem Incentive on Connections Engagement DG Report: DG Plan Progress made to date made to Progress We hold twice-yearly customer-engagement events, events, customer-engagement hold twice-yearly We of customers, range by a wide attended which are in our distribution projects have they whether 2013 was for event or not. Our last services area on 12 November Museum in York the Railway held at by 35 customers attended was 2013. The event Feedback interviews companies. 21 representing of the speakers’ and a full recording on the event http://www. website on our available are presentations northernpowergrid.com/page/getconnected.cfm and be information receive to like would If you please email Gillian events, in future involved gillian.horner@northernpowergrid. Horner at: 07921 112110. or telephone com surgeries to hold monthly continue We with us to meet can customers where enquiries. or ongoing discuss potential on our website be found can of our surgeries Dates http://www.northernpowergrid.com/page/getconnected. Centre Energy Renewables the National engaged We 72 employees to in-house training provide to (NaREC) of enhance our knowledge of subjects to on a range with staff provided training This apparatus. DG customers technical of customers’ understanding informed a more and constraints issues, the impact on our network of the type equipment in terms encounter may they delivered This was install. wishing to are customers 2013. during September workshops training four through the DG Forums supported successfully We 2013, with Northern Powergrid during October events, all three attending representatives The outputs and Glasgow. in London, Cardiff and appropriately these will be reviewed from Group. actioned within the DG-DNO Steering for been set now have dates The DG Forum Q3 – 2014 and all DNOs will be driving the event In addition, months. the coming schedule over requested have who customers to all notifications will be months twelve in the past a DG connection the event. for the publicity level increase to sent Mar Feb Jan Q1 2014 Dec Nov Oct Q4 2013 Sep Aug Jul Q3 2013 Jun May Apr Q2 2013 Running plan to Completed to to Completed planned target Running plan to Completed to to Completed planned target RAG Progress RAG Continue to organise to organise Continue customer twice yearly events engagement Develop external external Develop programme training Northern for staff Powergrid collaboratively Working with other DNOs support the to 2014 DG Fora Working collaboratively collaboratively Working with other DNOs support the 2013 DG Fora 7.2.2 7.4.2 7.3.1 7.4.1 Northern Powergrid Northern Powergrid Plan High-Level Customer Feedback Feedback Customer (cont’d) Seminars Develop staff DG staff Develop base knowledge Support the DG Fora 7.2 7.3 7.4 Renewable UK Suggestions Renewable Stakeholder Stakeholder (cont’d) Engagement Stakeholder Stakeholder (cont’d) engagement 7.0 7.0 Renewable UK Issues Renewable

www.northernpowergrid.com/page/generation_connections.cfm 20 Ofgem Incentive on Connections Engagement DG Report: Appendix – Customer Endorsements

“It is important not only that we seek the initial views of DG stakeholders in forming our improvement plan, but also that we seek their acknowledgement that Appendix – what we have decided to build fulfils their Customer requirements. Our customers agree.” Endorsements Mike Hammond, Head of Connection Services

Having carried out our initial extensive Following an ultimately successful energisation of the above can I express stakeholder engagement to help formulate appreciation of your approach, skill and patience on behalf of the project, our improvement plan, it has been many outside factors have affected progress on this project and we would essential to seek endorsement from DG not have achieved this milestone without your cooperation and assistance. stakeholders of what we are proposing to We trust the remainder of the project may be concluded to your satisfaction. change and also what we have completed in the years previously. To that end the plan Kind Regards has been circulated to 500 DG customers Sean Brown who have requested an electricity Wind Prospect Ltd. connection sometime during the last year, seeking their feedback. The following are some of the endorsements that we have NPg have changed in the way they deal with us and we have found them to be far received about our plan: more open and receptive to our requirements, in particular NPg have asked us what they could do to help us and they have responded positively to our suggestions. This is supported by the monthly surgery sessions held at Castleford where we have been able to speak to the appropriate technical and commercial staff. Yours Faithfully Alistair Cameron Managing Director Multi Utility UK

Dear Northern Powergrid Network Connections Team, This is the first time I have submitted an application in your area and I wanted to write to congratulate you on your online application system. This is streets ahead of other DNOs and makes the process very straightforward. Keep up the good work. Thanks and regards, Chris Sowerbutts Southern Solar Ltd.

21 www.northernpowergrid.com/page/generation_connections.cfm Ofgem Incentive on Connections Engagement DG Report: Appendix – Metric Table Section 16 and SLC 15 Performance

1 From receipt of an acceptable application to the date of the quotation excluding days on pause whilst we are waiting for further information Appendix – 2 From receipt of an acceptable application to the date of the quotation including days on pause whilst we await further information Metric Table Section 3 From receipt of a customer acceptance to the date the connection is jointed onto our network (though perhaps not energised) 4 From receipt of an acceptable application to the date of the quotation 16 and SLC 15 excluding days on pause whilst we are waiting for further information 5 From receipt of an acceptable application to the date of the quotation performance including days on pause whilst we await further information

Table 1 – Section 16 performance Time to Connect ( Acceptance to connection)3 Year ended 31 March 2014 Market Segment Min Max Average 1 Time to Quote (Excluding days paused) LV DG Connections 2 5 3

Market Segment Min Max Average HV DG Connections 6 18 12 LV DG Connections 0 49 33 Provision of Information HV DG Connections 0 65 46 Min Max Average EHV DG Connections 23 65 62 Provision of EHV POC4 9 45 28

Time to Quote (Including days paused)2 Provision of EHV POC5 9 380 34 Market Segment Min Max Average Respond to design 0 11 7 submission LV DG LV DG Connections 0 250 36 Respond to design 0 705 101 HV DG Connections 0 319 60 submission HV DG EHV DG Connections 35 244 84 Respond to design submission EHV/132kV 124 124 124 Time to Connect ( Acceptance to connection)3 DG Market Segment Min Max Average Issue date for EHV DG Connections (Upto 72kV 0 0 0 LV DG Connections 19 503 81 only) HV DG Connections 36 290 124

EHV DG Connections 256 465 379 Table 3 – Wayleaves/legals performance

Time to obtain wayleaves/ legals Table 2 – SLC 15 Performance Year ended 31 March 2014 Market Segment Min Max Average LV DG Connections 2 184 44 Time to Quote (Excluding days paused)1 HV DG Connections 4 350 88 Market Segment Min Max Average LV DG Connections 1 30 21 Table 4 – Volume of DG quotations for 2013/14 HV DG Connections 2 50 40 Standards Standards Service Category Accepted EHV/132kV DG Applied Quoted 15 65 62 Connections Budgets 1905 1855 –

Time to Quote (Including days paused)2 LV Generation 1296 1157 310

Market Segment Min Max Average HV Generation 543 423 133

LV DG Connections 1 82 23 EHV Generation 86 55 6 HV DG Connections 2 137 46

EHV/132kV DG 15 415 72 Connections All tables use working days unless otherwise stated.

www.northernpowergrid.com/page/generation_connections.cfm 22 Powering the region

Contact us regarding our plan Connections enquiries As an essential service at Northern Powergrid By Telephone we believe that our customers and other 0845 070 2703 stakeholders are the best judges of our performance and we always want to hear By Email your views and opinions on the services we [email protected] provide and your ideas for what we could be doing. If you would like to comment, you can contact us in a number of ways: General enquiries By telephone By Telephone Julie Thompson, Connections Service 0845 070 7172 Improvement Manager on 0191 229 4396 By Email By email [email protected] [email protected]

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And online at: www.northernpowergrid.com