Working together – the power of four Collaborative Gas Distribution Networks Discretionary Reward Scheme 2015 to 2018 Working together - the power of four Working together - the power of four Contents

Introduction Contents Working together - the power of four 01

Environmental outputs 01 Green Gas Book looks to future 02 Standardised connections benefit developers and the environment 02 New standard supports decarbonised gas 03 Decarbonising transport 03 Diverse events examine future energy 03 Building for our future 04 Planning future energy 04 Hydrogen gas for cities 04 Reducing the impact of our day-to-day operations 04

Carbon monoxide outputs 05 Spreading the safety message in schools 05 CO safety competition takes off 05 Safety Seymour goes to school 06 ‘Tunes not fumes’ for young festival goers 06 Stakeholder collaboration reaches a wider audience 07 Spreading the word in Parliament 07 Gas Safety Week collaboration increases our reach 07 Charities benefit from CO Fund 07 Collaborative communication 08 Building a video library 08 CO advert in UK Landlord magazine 08 Creating consistent messages to change behaviour 08

Social outputs 09 Campaigning for change 09 Link between fuel poverty, cold homes and poor health 09 Working to come ‘In From the Cold’ 09 Central heating funds would aid the fuel poor 10 We’re backing independent gas connections 10 Working to help alleviate fuel poverty 10 Collaborating on fuel poverty 10 Technology finds fuel poor households 11 Engaging to save energy 11 Engaging with communities 11 Cooker valves keep customers safe 11 A focus on customer first 12 Priority Services Register gets connected 12 Partnership with Royal Association for Deaf people (RAD) 12 01 Working together - the power of four Environmental outputs

Working together - the power of four

Working together is the The four Gas Distribution Networks GDNs will share the investment, allowing each best way to help our current (GDNs) – Cadent, Northern Gas to focus on a different aspect of the project. and future customers and Networks, SGN and Wales & West In other cases, all four GDNs can trial different stakeholders Utilities – collaborate to review and approaches to the same issue and the results agree future work plans. This report can be evaluated. covers these efforts from April 2015 to March 2018. Knowing which initiatives are likely to have an impact helps us prioritise our future Our commitments remain the same: investment and influence industry best • supporting and protecting our customers practice. Sometimes there are sound in the most vulnerable situations, including reasons not to go ahead with an idea, but those at risk of fuel poverty we give all suggestions serious consideration • raising awareness of the dangers of carbon and explain our reasoning. Now, when one monoxide (CO) poisoning in all its forms, its GDN initiates a project, we look for ways causes and symptoms and how to avoid to share the learnings from it so all our accidental harm customers can benefit. • minimising our impact on the environment by finding new and innovative ways of This joined-up approach means that working that benefit our stakeholders and important messages and ideas are shared customers. across the networks. Working collaboratively allows us to identify early on if an initiative will While our goals haven’t changed, our result in wider success, avoiding duplication approach continues to evolve. Collaboration of individual effort, and allowing us to is increasingly important to us: we know that respond to issues promptly. we can achieve much more working together than we can individually. Working together Each GDN has taken an area to lead on over we can do the best for our customers, the the past three years, testing and refining environment and for the energy industry. different initiatives and allowing us to deliver great things over this DRS period. Collaborating means we use resources more efficiently and maximise our reach. For We are genuinely committed to this work example, by trialling an initiative with one GDN and aim to exceed what’s expected of us. before sharing the findings with the others for wider roll-out. On some initiatives, several

Environmental outputs

Our commitment to minimise Britain’s energy mix is changing and the • make sure gas networks contribute to the our impact on the environment way our gas networks operate needs to UK’s energy decarbonisation strategy and find new and innovative change too. We want to make sure the • help shape regulation and legislation that UK’s gas infrastructure has a greener supports low-carbon initiatives. ways of working that benefit our future, continuing to offer the affordable, customers and stakeholders reliable and secure our We work as the Gas Innovation Governance customers expect. Group (GIGG) to deliver collaborative innovation projects and explore technological, We aim to: operational and commercial projects that • minimise the impact of our day-to-day help tackle the environmental impacts of our business on the environment distribution activities. 02 Working together - the power of four Environmental outputs

Green Gas Book looks to future

We sponsored and helped inform The reliable and affordable energy that can help Green Gas Book, which sets out support the UK meet its carbon reduction targets. for green gas in the UK’s low carbon energy mix. The launch was attended by parliamentarians, industry and think-tank UK energy debate, including Rt Hon Caroline Published by the Parliamentary Shadow representatives, including Calor, EUA and Flint, Dr Alan Whitehead and Lisa Nandy. It Energy and Climate Change Committees, SERA/IPPR. The book has been widely looks at how we might both decarbonise the book promotes low-carbon gases such distributed throughout the energy industry heat and keep the gas flowing, and what as biomethane, Synthetic (SNG) and government, and includes contributions kind of policy changes a future government and hydrogen as valuable sources of secure, from influential MPs who are engaged in the might adopt to make it happen.

Standardised connections benefit developers and the environment The new voluntary standard of service (VSOS) we developed with the Institution of Gas Engineers and Managers during the last reporting period (2013 – 2015) 93 is enabling many more biomethane Total Biomethane connections to our gas networks. The 58 connections to date standard was developed to support Biomethane connections biomethane connections to ensure since 1 April 2015 a consistent service and sharing of performance across the country. 0 10 20 30 40 50 60 70 80 90 100 We worked with the Distributed Gas Entry Group on the impact of renewable gas on Total biomethane connections = 93 our networks and explored how we can Total capacity = 598,339 homes harmonise connection and commissioning. Biomethane connections since 1 April 2015 = 58 Capacity added since 1 April 2015 = 446,904 homes We continue to share best practice and are currently seeing what we can learn from each other’s exit agreements to potentially standardise and benefit the industry as a whole.

Since April 2015, we’ve increased the number of biomethane connections on our networks by 166%, adding capacity for an additional 446,904 homes.

The capacity of green gas connection in Wrexham is enough to decarbonise 15% of domestic heat in the town (~4,000 homes). The green gas connection was made easier by the voluntary standard, which will allow more communities to benefit in the future. 03 Working together - the power of four Environmental outputs

New standard supports decarbonised gas

Flexibility is essential if we are to meet the with input from all of the networks, is producing These sources could have a significant impact country’s future energy needs, but there are a standard covering UK gas quality specification on gas networks, and may require new worries that Schedule 3 of the Gas Safety to reflect the decline in UK Continental Shelf commercial and regulatory arrangements. (Management) Regulations is a barrier to gas production and the wider reaching sources changing to a lower carbon economy. of gas. The revised standard will continue to We want to learn from other countries where ensure the safety and integrity of the network distributed sources of gas are already connected. The Schedule 3 standard sets out the minimum and downstream equipment. The joint project aims to understand international standards that Gas Transporters must comply best practices, learn lessons from the introduction with, and without which they can’t legally convey It will help us meet our future energy needs of new gas sources, and identify any problems. gas. As our stakeholders believe the composition with a mix of natural gas and/or other gases, of gas in the UK is likely to change, it is important renewables and low carbon sources. The project will help us to understand the that standards are revised to reflect this. implications of new distributed gas sources. A range of new distributed gas sources, in It will also support efficient investment planning The Institution of Gas Engineers & Managers addition to biomethane, will be connected decisions and so will prevent any unnecessary (IGEM) Gas Quality Standard Working Group, to the gas network in increasing numbers. costs for our customers.

The new standard has opened the door gas from biomethane and BioSNG. Their decarbonisation of heat – see HyDeploy to projects all of us are taking a role in, to central estimate of 108TWh/yr by 2050 on p04. Recent work in Europe shows that investigate the possibilities of how a range would be enough to meet approximately using hydrogen from electrolysis alongside of low and zero carbon gases can help one-third of domestic heat demand. Their captured carbon to produce renewable decarbonise the gas network. Utilising upper estimate of renewable gas potential methane to inject into the gas network could green gases, which alone are insufficient is 183TWh/yr. support the decarbonisation of the industry. to decarbonise heat, indicate there is adequate bio-energy feedstock in the UK to Hydrogen can be produced using Hydrogen can also be produced by decarbonise the gas feed to a boiler within a renewable electricity to split water into splitting methane into its component smart hybrid heating system. its component parts, a process called parts, a process called steam methane electrolysis or ‘Power-to-Gas’. GDNs reformation (SMR), which requires Carbon Cadent has calculated the bioenergy are exploring the potential to inject and Capture and Storage or Usage (CCS/U). feedstock availability to produce renewable blend this with natural gas to support the See Hydrogen gas for cities on p04.

Decarbonising transport Through our membership of the Natural vehicles on the road, they emit 21% of total vehicles to reduce their carbon emissions and Gas Vehicle Network, we’re collaborating transport-derived nitrogen oxide and 16% almost eliminate the impact of these vehicles with vehicle manufacturers, fuel providers of transport greenhouse gas emissions (UK on local air quality. and refuelling station installers to promote government statistics). gas as an alternative fuel for vehicles. We’re working together to identify locations on Each of us is connecting green gas refuelling our networks to facilitate the roll-out of lower- While heavy goods vehicles constitute only stations to our respective networks, to enable carbon, more eco-friendly heavy transport, and 5% of vehicle miles travelled and just 2% of heavy goods vehicles and public service support the improvement of air quality.

Diverse events examine future energy

Stakeholders have been learning about the the future contribution of the gas networks recommendations of the Committee on future of the energy industry at a series of to the UK economy with Ofgem officials Climate Change, previously had a stronger events organised by the four networks. • a session at the European Parliament to focus on all-electric future scenarios for heat launch a report on green gas produced (heat networks and heat pumps), but by By hosting joint events we shared information by all members of the Gas Futures Group joining forces and collectively engaging at these about our energy futures, avoiding duplication. • a round table event in the House of events, we’ve managed to broaden thinking Commons, with ENA and Utility Week, by promoting our whole-systems approach to These included: to discuss the future of heat the decarbonisation of heat – focusing on the • a joint event with the All Party Parliamentary • a joint workshop with the Gas Innovation and lowest cost, lowest carbon, least disruptive and Renewable and Sustainable Energy Group Governance Group and Gas Futures Group most secure pathway to decarbonise heat. (PRASEG), focusing on gas delivery for to discuss gas futures research. customers and supporting the low-carbon BEIS thinking on different potential technology economy The Department for Business, Energy and approaches now includes decarbonising the • a Future of Gas Awareness event, discussing Industrial Strategy (BEIS), advised by the gas grid using hydrogen or biogas. 04 Working together - the power of four Environmental outputs

Building for our future

Planning future energy We’ve been planning and mapping the energy consumers and economy by including understand how they can expect gas to be future energy mix needed to keep the UK gas networks in the future energy mix. This used and transported in the future. warm and working. research study resulted in the creation of several future energy scenarios that we use to To help do this, we collaborated on a project help shape a clearer vision of the gas industry that showed the benefits brought to the UK’s in 2050. It will also help our customers

Hydrogen gas for cities H21 the UK’s largest cities by 2050 – our Led by , current programmes of replacing cast iron in partnership with Wales & pipes with polyethylene means minimal West Utilities, the H21 feasibility new infrastructure would be required Hy-Deploy study looked at the possibility in the distribution system compared to Led by Cadent in collaboration with Northern of converting Leeds, one of the alternatives. Gas Networks and the HyDeploy consortium, UK’s largest cities, to hydrogen including Keele University, this project is using existing pipes and Switching from natural gas to hydrogen the first in the UK to add hydrogen into a equipment. It concluded that it is technically could reduce carbon emissions, while private gas network and obtain hard data on possible, economically viable and could help using existing gas networks to transport the impact. Initial safety checks and blend meet the UK’s decarbonisation targets. hydrogen would avoid the problems of testing in households started in January building new district heat networks or 2018. The live trial aims to blend hydrogen Consequently, there were months of upgrading the electricity grid. Studies show (up to 20% vol.) with natural gas to achieve collaboration between all four networks that converting the UK gas networks to carbon reduction without having to change to put together the Network Innovation hydrogen would reduce UK emissions appliances. Competition H21 project bid, with by c. 73%. representatives from all four networks This trial will lay the foundation for approval successfully securing £9m funding. Alongside this, associated research will be for hydrogen blending across the networks. required on CCS, which large-scale hydrogen The outcome will also be used to shape the Hydrogen could be transported through production relies on to deposit carbon from hydrogen debate for the future role of gas the existing gas networks to some of the process of SMR. across the industry.

Reducing the impact of our day-to-day operations

When it comes to shrinkage and leakage, to depots to replenish materials and also we replace pipes as part of our standard reduce the number of excavations and operations but this alone is not enough – associated electrofusion joints due to the on average, 96% of our carbon footprint possibility of inserting 1,000m of pipe at comes from shrinkage and leakage issues. each insertion point, instead of 300m.

Since 2014, we have reduced the amount Since 2015, networks have invested in and of gas leaking from our networks by 6.5%. are using 79 of these trailers as business as usual, reducing plastic wastage by c. 20%. We’re always looking for innovative ways to reduce the impact of this, especially when it Over the course of a year, a single coil avoiding the need for large excavations and comes to our mains replacement programme. pipe trailer can save 56 tonnes of carbon creating spoil, and reducing the time spent each year, which means that, as a group of in the road. In our last joint DRS submission, we networks, we’ve potentially saved around referenced low-dig technologies such as 4,256 tonnes every year between 2015 500m coil pipe trailers and core and vac and 2018. vehicles. These trailers allow us to use 500m coils of PE pipe, rather than 150m coils. Following a successful NIA trial, the networks invested in 13 core and vac This means we can decrease the amount vehicles during this DRS period which take of PE wastage, reduce the number of trips a small, replaceable ‘core’ from the road, 05 Working together - the power of four Carbon monoxide outputs

Carbon monoxide outputs

We’re committed to raising As distribution networks, safety is In recognition of the importance our awareness of the dangers our number one priority; not just in stakeholders place on CO awareness, we’ve of carbon monoxide (CO) our day-to-day operations but in expanded the CO working group to include poisoning in all its forms, its the communities we serve. Carbon other industry partners such as Energy UK monoxide continues to be a major and suppliers such as . causes and symptoms and concern for our stakeholders, and how to avoid accidental harm we take a broad, but targeted, approach We deliver initiatives to raise awareness of to raising awareness of the dangers the danger of CO exposure among high- of CO poisoning, its causes and risk groups, such as older people, younger symptoms. people and people in vulnerable situations. We work with partners who can help us to We do this by: gain access to these stakeholder groups • educating people about the signs such as charities, academia, local and and symptoms of CO poisoning, and national health authorities, NGOs, voluntary explaining how they can stay safe sector organisations and suppliers. • identifying innovative approaches to improve both CO detection and By maturing our partnerships and awareness awareness of the dangers delivery models, we have increased our reach • working with stakeholders to shape policy and effected real behavioural changes while and legislation on CO safety, which will sharing resources and learnings about this reduce incidents of CO poisoning. important issue. Spreading the safety message in schools We’ve carried out a number of innovative programmes to reach school children and young people in engaging formats relevant for their age group and interests

CO safety competition takes off

A national CO Safety Competition for We realised what a positive impact this could enter – and, in collaboration with ENA, children aged between five and 11 – one programme could have and in 2015 agreed the competition was promoted through of the groups most affected by CO – has with CO-Gas Safety to take over managing social and traditional media. reached 10 times more young people the competition. Since then entries have since it was expanded and relaunched increased to nearly 1,000 – and our aim As well as teaching children basic CO safety by us three years ago. is to double that figure this year. messages, the competition reaches parents, teachers and carers too. Originally managed by the charity CO-Gas In October 2016 we relaunched the Safety, the competition asked primary school competition with each network agreeing Entries are received via various channels children to design posters to illustrate CO to take the lead on a rotating annual basis. including directly to ENA, Safety Seymour awareness. The aim is to help young people The first year was led by Cadent, and the days (see Safety Seymour goes to school) understand the symptoms, what to do and following year by Wales & West Utilities, and GDN contacts. how to encourage parents and carers to who produced unified branding in order avoid risks. to maximise awareness. A regional judging panel in each GDN chooses a winner from each age group While it was successful in its early years, the We invited entries in poetry, art and video to go through to the finals. A prize-giving competition was limited in its reach because form, not just posters as in previous ceremony announcing the two national of the charity’s size and number of schools competitions. It was rebranded as the winners is then held at the Palace of being engaged. CO Safety Competition – to remove the Westminster. Hosted by the All-Party suggestion that it was only schools that Parliamentary Carbon Monoxide Group 06 Working together - the power of four Carbon monoxide outputs

(APPCOG) and its chairman, Barry Sheerman, MP for Huddersfield, the event is important in raising awareness on a national level and the winning entries are used to promote CO safety.

It’s been a very good outcome for an investment of just over £7,000 a year and the initiative won Heating and Ventilation News Safety Initiative of the Year Award for 2017.

Competition entries give a clear message about the dangers of carbon monoxide.

Safety Seymour goes to school We’re also reaching younger children reported CO incidents. There is a day-long in other ways: for example Safety interactive session at each school where Seymour, the purple bear, is helping the children learn all about CO, what the to teach them about the dangers of CO. symptoms are and how to avoid it.

The campaign was developed by Cadent The class borrows Seymour and each and shared with the other GDNs in early pupil takes him home for the evening 2017. It targets five to seven-year-olds in and records the adventures he has at school years 1 and 2 and aims to educate their house, including a safety treasure them in an enjoyable way. hunt, which involves identifying potential sources of CO in the home. There’s Children of this age are vulnerable to the also a questionnaire for parents. When The programme continues to go from danger of CO, but relatively powerless. they return their adventure sheet and strength to strength. Cadent trained 32 Because the campaign involves taking questionnaire, the children receive a people from the other networks to deliver Seymour home, we are able to educate certificate and gift. sessions, including 18 from SGN, while parents, and carers, who have the power to Northern Gas Networks went on to train act on the safety messages by buying a CO Each of us uses the campaign brand and a further 14 of its own colleagues, and alarm and having their appliances serviced consistent messaging while adapting it for Wales & West Utilities trained 11 of their every year. our own region. For instance, Northern Gas colleagues. Collectively, we have raised Networks has reduced the full-day course awareness with more than 5,100 children Seymour is targeted at CO hot spot and is trialling it as a half-day session, by delivering sessions in 155 classes in areas, where there are a high number of sharing feedback with the other GDNs. more than 100 schools.

‘Tunes not fumes’ for young festival goers

After an online poll of festival goers to the website search through tips and learn was successful revealed that over one in three surveyed about the risks of carbon monoxide poisoning because over the (37%) said they’d use a gas cooker inside and how to stay safe. To date, iFest has been first summer festival a tent; a fifth (19%) said they would use played more than 5,500 times. season (June to a cooking appliance to warm up a tent September 2015) if it was cold; and one in seven (15%) Launched in 2015 to coincide with the game play peaked; said they’d bring a BBQ inside a tent to summer festival season, iFest was promoted overall 3.4% of finish off the cooking if it was raining, we on Twitter with the hashtag #tunesnotfumes, players returned launched the #tunesnotfumes campaign and targeted this hard to reach group by to play again, to raise awareness of CO among this high promoting the game at university freshers’ with the average risk group of young people aged 18 to 24. fairs, via student unions and in service player engaging for stations along routes to major music festivals, 1m15s, meaning users tended to play the Following the success of Northern Gas in addition to giving away festival survival kits game through to the end. It has been most Networks game iCOP, we worked together to that included CO alarms to use in tents. popular in major festival locations , develop iFest, an entertaining and innovative Leeds, Birmingham, Liverpool and York, online game, which warns of the specific CO We know this innovative campaign and we continue to pay for the game to be dangers present at festivals and lets visitors approach, led by Northern Gas Networks, hosted, so people can continue to play it. 07 Working together - the power of four Carbon monoxide outputs

Stakeholder collaboration reaches a wider audience Whether it’s through working with government or charities, we’re always looking for new partners who we can work with to engage more people

Spreading the word in Parliament We’re helping to spread the vital With our support, from 2015 to 2018, children: the MailOnline is the most message about CO awareness by APPCOG has: visited English-language newspaper sponsoring the All-Party Parliamentary • organised and collaborated on over website in the world Carbon Monoxide Group (APPCOG), 80 stakeholder meetings and events - letters from APPCOG Chair Professor which exists to raise awareness within • launched four parliamentary reports and the Baroness Finlay of Llandaff were Parliament of the threat of carbon nine panel discussions sent to Health Minister Jeremy Hunt MP monoxide poisoning, to inform policy • engaged with more than 20 peers and and Dame Sally Davies, Chief Medical making and help improve safety MPs as members of APPCOG Officer for , with copies of the measures across the UK. • promoted CO awareness at music report, resulting in a decision from NHS festivals during June 2017 in support of authorities to formally review the report In fact, we’re the organisation’s largest the #tunesnotfumes campaign, with two - in collaboration with the subgroup sponsor, and feed into its activities such members of the APPCOG secretariat Co-med, APPCOG are in the process as promoting CO safety through events in travelling to the Glastonbury and Download of creating a multilingual GP leaflet for Westminster and valuable discussions in festivals to meet organisers and discuss the distribution to medical professionals to Parliament, influencing change and carrying specific dangers of CO for festival goers help them detect and treat CO poisoning out research. • launched the Carbon monoxide Poisoning: better and distinguish it from flu Saving Lives, Advancing Treatment • published the Carbon monoxide Alarms: Our continued contribution to its work report, which set out 26 different Tenants Safe & Secure in their Homes means the vital message about CO recommendations to raise awareness report in November 2017, looking awareness reaches the widest possible of CO poisoning among healthcare at issues around improving current audience. A holistic approach links grass- professionals regulations and advocating that landlords roots activity with policy and, where - secured coverage on the MailOnline must provide a CO alarm in properties appropriate, CO with other issues such website that highlighted the impact of containing any fuel burning appliance, as fuel poverty. CO on pregnant women and unborn as opposed to just solid fuel appliances.

Gas Safety Week collaboration increases our reach

We don’t just work with government, we One example is Gas Safety Week, and in also join forces with industry, the third 2017 our combined social media campaigns sector and academia to reach wider meant that, as a group, our messages and audiences with greater impact. videos reached over: • 23,000 people on Twitter • 68,000 people on Facebook.

Charities benefit from CO Fund

We’re always looking for innovative organisations to apply for funding to support ways to raise awareness about the CO-related initiatives. The cross-GDN panel liked The Dominic dangers of CO across our networks. Rodgers Trust’s innovative proposal to In its first year, we awarded grants of send CO safety messages direct to fans’ To support this strategic activity, we up to £2,000 from a fund of £10,000 to smartphones during a Manchester United launched a CO Charity Fund to further our three applicants. Based on applicants’ vs. Huddersfield Town football match. The reach and involve new audiences. Based feedback we held off opening the 2018 broadcast took place on 3rd February on Northern Gas Networks’ Community fund until March, avoiding the winter period 2018, reaching over 70,000 football fans Promises Fund model, the Carbon Monoxide to encourage an increased number of at the match. Charity Fund invites UK charities and applications. 08 Working together - the power of four Carbon monoxide outputs

Collaborative communication Sometimes there are more direct ways to get our message out to the people who need to hear it

Building a video library We’re building up a video library of CO These are also available free to APPCOG • Wales & West Utilities – COdebreakers safety videos produced by individual members. • Northern Gas Networks – CO @ festivals GDNs. We agreed from the outset to and uses Gas Networks Ireland’s ‘Tommy provide unbranded versions of our videos As well as using our resources efficiently, this McAnairey’ advert at film festivals for use by all four of us in our day-to-day approach supports consistent messages • Cadent – Safety Seymour, CO Safety activities. across the country:

COdebreakers Safety Seymour Tommy McAnairey

CO advert in UK Landlord magazine New regulations passed in 2015 require strongly that the importance of installing poverty adverts in UK Landlord magazine, that private landlords in England and CO alarms was brought to the attention of produced by the National Landlords Scotland install a CO alarm in properties, all the nation’s landlords through adverts Association, on 10 occasions during but only in rooms that contain a solid fuel encouraging them to install alarms in their 2015-17 and now run them quarterly. Thirty burning combustion appliance. properties, regardless of the property thousand copies of the magazine are issued, location or type of fuel source in use. reaching an audience of more than 31,500 Although currently there are no similar local authorities, private landlords and requirements in place in Wales, we felt We ran full-page adverts alongside fuel registered social landlords.

Creating consistent messages to change behaviour Working together helps us reach more responses compared to 14,777 in 2013-15 campaigns when providing CO alarms and people, trial more innovative ideas, – an increase of 1784%. having engaging conversations to educate measure them in a consistent and people about CO, we’ve also achieved a meaningful way, and avoid duplication Collectively, in 2015-18 we’ve also: 33.2% increase in CO awareness as a result of effort. • distributed 71,360 CO alarms to of our interactions showing an increase in customers vs 14,715 in 2013-15 – an base knowledge thanks to our programme Building on our agreed approach with increase of 385% of awareness campaigns. Ofgem to provide consistent messaging • achieved an increased average rating of around CO awareness, we have increased CO awareness following our interactions our commitment to distribute CO surveys, with customers on a scale of 1-10, rising massively improving baseline knowledge to 8.92 from 8.61 in 2013-15. about the dangers of CO. Between 2015- 18, our schemes delivered 278,351 survey By measuring the impact of our awareness 09 Working together - the power of four Social outputs

Social outputs

Our commitment to support Fuel poverty affects 21% of homes across to find co-ordinated, industry-wide ways to and protect our customers in the country1, and as socially responsible identify and help customers across the UK. the most vulnerable situations, companies we are committed to playing our part in significantly reducing the Together we: including those at risk of fuel effects of fuel poverty and supporting • raise awareness of the issue and the support poverty customers in vulnerable situations. that’s available • share best practice to make sure we provide To tackle this complex issue, we set up the right solutions a fuel poverty working group in 2014 to • work nationally to make sure that all collaboratively identify and proactively work customers in vulnerable situations can find on initiatives for customers in fuel poverty. support Additionally, the Safeguarding Customer • work with partners and stakeholders to bring Working Group (SCWG), also led by the about positive change. GDNs, looks at the wider issues around 1According to NEA research funded by GDN safeguarding and vulnerability and works collaborative initiative

Campaigning for change We’ve been working with partners and stakeholders to raise the profile of the Fuel Poverty Network Extension Scheme and find ways to increase connections to more fuel poor customers

Link between fuel poverty, cold homes and poor health Is there a link between poor housing Other collaborative activities have included: group, providing updates on key issues and ill health? The report In From the • SGN and Cadent hosted a joint on behalf of GDNs Cold confirms this to be the case, and stakeholder event in London, focusing on • taking a lead in an ‘off gas grid’ advisory we’ve been campaigning to raise the fuel poverty and customers in vulnerable group, chaired by Cadent and attended profile of the Fuel Poverty Network circumstances by SGN on behalf of all GDNs, reporting Extension Scheme (FPNES) which helps • all GDNs provided keynote speeches to the Committee on Fuel Poverty tackle the issue by providing free or at (NEA) and • collaborative stand at the NEA conference discounted gas connections. conferences and forums in Scotland and a Fuel Poverty Energy Efficiency and Wales Group (FPEEG) event, raising awareness We’ve been highlighting the lack of • attending external events such as of our community activities funding in England and Wales for in-house the Faculty of Medical Health annual • key sponsors of the NEA Focus magazine measures to help those in fuel poverty, conference including providing feature articles on fuel proposing changes to Energy Company • representation on the Department of poverty activities and an advert on FPNES. Obligation (ECO). Work and Pensions’ Safe Warm Homes

Working to come ‘In From the Cold’ BEIS launched the £25m Central As a result of the CHF not being extended, (ECO) funding, to target it at first time Heating Fund (CHF) for 2015/16 for local we commissioned National Energy central heating systems for fuel poor authorities (LAs). Action (NEA) to prepare a report called customers. In From the Cold (see above) to support We worked in partnership with LAs to identify an application to the government for a qualifying households and encourage them £37.5m central heating fund to support to apply to the CHF in conjunction with the Fuel Poor Network Extension a new gas connection, where successful Scheme in England and Wales. This applications varied greatly across the was unsuccessful but led to positive Fuel poverty connections with networks. This led to 1,979 new central discussions with BEIS on potential internal measures via CHF heating installations across the gas networks. changes to Energy Company Obligation 10 Working together - the power of four Social outputs

Central heating funds would aid the fuel poor

Working with suppliers on Energy bridge the funding gap. This trial aligns with Discussions with Ofgem and BEIS have Company Obligation (ECO) funding ECO and FPNES to improve housing stock been positive, and under ECO3 it is could have a positive impact on fuel poor and reduce fuel poverty anticipated that greater alignment of ECO connections in England and Wales. • We worked with BEIS to reach out to and FPNES will be achieved. suppliers to encourage their participation The GDNs and suppliers have discussed in the trial, hosting round-table discussions the shortfall in ECO funding for first time with a number of suppliers. central heating system installations and As result of National Grid selling its gas looked at ways to help Fuel Poverty Network Our discussions have helped identify ECO distribution network, a £150m Warm Extension Scheme (FPNES) customers funding for in-house measures and the Homes Fund was established to invest in receive ECO funding. shortfall needed to cover the whole cost of new central heating systems for fuel poor central heating systems. We suggested that homes without gas connections. All of us • Although data protection arrangements ECO moves away from Carbon Reduction are working closely with key stakeholders have stalled the introduction of a national Targets and ring fences the amount of to help organisations apply to the fund programme, we are running a trial with money needed to cover the full cost of and to ‘blend’ these funds with existing an individual supplier, through partner central heating systems and support fuel programmes. organisations referrals, to help customers poor connection targets.

We’re backing independent gas connections We’ve developed a number of partnerships connection, where successful applications review was not adopted by Ofgem, we have to encourage independent gas transporter varied greatly across the networks. This continued to work with iGTs. Availability of (iGT) and utility infrastructure provider (UIP) has led to greater competition in the funding for in-house measures in Scotland projects in social and private housing. connections market, with more opportunities has meant SGN has completed a further 269 for organisations to conduct fuel poor fuel poor connections at a cost of £300,000. Following a successful project by Cadent, all connections. Elsewhere, we have struggled to identify four GDNs are working with a UIP to liaise viable projects, with only a handful of one-off with housing associations to identify where Although a change in the iGT process connections made due to a lack of funding customers could benefit from a mains gas proposed by the GDNs at the mid-term availability for in-house measures.

Working to help alleviate fuel poverty We worked with local authorities, to revise our targets and influence policy the important role the DHS can play in lifting housing associations and partners to support the fuel poor strategy. multiple customers out of fuel poverty and that on Ofgem’s mid-term review of the in doing so the cost to GDNs will be beyond Fuel Poor Network Extension Scheme Mid-term changes from Ofgem to the that of a single domestic fuel poor connection. (FPNES). FPNES allow us to recover costs incurred in supporting District Heating Schemes (DHS) Since April 2015, there have been over We consulted with key stakeholders to when a connection to the gas network is 35,000 fuel poor connections across the understand the potential change in number required. While remaining as a single fuel Gas Distribution Networks. of fuel poor connections and this helped us poor connection this change recognised

Collaborating on fuel poverty

Gas Distribution Networks (GDNs), provides EST with the means to refer these numbers can be compared. As well as Government departments and agencies customers to a source of help that could help enabling fuel poor connections, the project are working together to tackle fuel lift them out of fuel poverty. is strengthening links between the GDNs, poverty by providing alternative sources BEIS and EST which in turn benefits our of help. Since the scheme was launched in May customers. 2015, around 700 customers have been As an example, we’ve been collaborating referred to a central fuel poor partner with BEIS and the Energy Savings Trust (EST) through a dedicated phone line, resulting to provide a referral scheme for customers in 186 fuel poverty connections. who contact them but are unsuitable for the Warm Home Discount. However, some SGN chairs a monthly conference call could benefit from the Fuel Poverty Network between all parties and EST reports on Extension Scheme (FPNES), and this project customer activity and referral rates so annual 11 Working together - the power of four Social outputs

Technology finds fuel poor households

Technology is helping to identify Mapping system. It was initiated, developed to share gas network location data across potential fuel poverty connections and and funded through Cadent’s partnership their networks. Cadent and AWS are show customers how they can find with Affordable Warmth Solutions (AWS), maintaining and funding the system. With energy solutions for their homes. working with government departments and Energy Performance Certificates (EPC) technology company Klin. data and local authority boundaries being A major breakthrough in identifying off gas incorporated, we are collectively helping over grid and fuel poor customers has been the The system has been expanded through 400 registered users to identify and target continued development of the Off Gas Grid support and co-operation from all of us fuel poor households.

Engaging to save energy While working to reach more fuel poor customers we’ve also been looking at ways to help them make energy efficiencies

Engaging with communities Carbon cafes were part of Northern Another project, Warm Hubs, was delivered Gas Network’s Green Doctor project, by Community Action Northumberland carried out by charity organisation (CAN) in rural borders areas for Northern Groundworks, offering customers advice Gas Networks. From an initial pilot this now on energy matters. has some 20 active Warm Hubs supporting customers off the gas grid. During the sessions, customers in vulnerable circumstances were identified for more Both projects are reaching customers in specific assistance, including home visits by vulnerable circumstances and have provided the Green Doctor to install low cost energy venues for people to learn about energy, saving measures. safety and wellbeing. six Warm Hubs being planned during phase two of project. Taking the learnings from this project SGN Customers are also given specific advice on has engaged Groundworks in its southern becoming registered on the priority service Wales & West Utilities and Cadent have used network to host ‘carbon cafes’ providing register and advised on installing CO alarms similar methods of engaging with customers energy advice. and locking gas cooker valves. such as ‘rural coffee caravans’ or local community halls, working with trusted local For both networks, Groundworks conduct SGN has engaged CAN to deliver the project partners like Care & Repair to engage with Green Doctor home visits to install low cost in its southern network in association with customers and provide services ranging from energy saving measures such as LED light local group Action Hampshire. The initial pilot energy advice, health and wellbeing, and bulbs, water savers and radiator reflectors. is delivering two Warm Hubs, with a further installing fuel poor gas connections.

Cooker valves keep customers safe Living with dementia poses all sorts of As GDNs, we receive referrals from problems – but a new locking cooker organisations including the emergency valve has made life a little safer for gas services, local authorities and charities such customers. as the Alzheimer’s Society asking us to fit the valves have been fitted valves and we work with these organisations to help customers stay The idea of installing a gas safety locking safe in their homes to make people aware of the service. We also device came from the charity Dying to Keep receive requests from individuals or family Warm, to help people with dementia and and the hob and cooker can’t be used members through our websites. their families stay safe in homes with a gas inappropriately. supply. The lock is fitted to the internal gas Since the pilot in 2015, 565 valves have been pipework leading to the cooker or hob and, Following a successful pilot by SGN, all four fitted to help customers stay safe in their when locked, prevents the gas flowing until networks now promote the locking cooker homes and we continue to facilitate further the valve is opened by a key. This ensures valve, which has gone on to win numerous collaboration through the ENA Locking that gas cannot be left on accidently national safety awards. Cooker Valve working group. 12 Working together - the power of four Social outputs

A focus on customer first Communicating with customers who have different needs has been a key focus for improvement

Priority Services Register gets connected Making sure we provide customers customers who have extra communication, companies to have access to their details, with the appropriate level of service access or safety needs. improving the customer experience. they need is important to us. Over the past three years, we have worked Working together with the DNOs, shippers relentlessly with the DNOs to ensure and suppliers via the Safeguarding Customer that as a customer in a vulnerable Working Group (SCWG), chaired by Cadent, situation you only have to register we developed 27 consistent needs codes once for all parties to have visibility which are now used by all energy companies. of individual needs. The initiative involved extensive collaboration Since the partnership with the DNOs The connected Priority Services Registers over the past three years through SCWG, to began, we have registered 17,867 now include new data flows so that PSR ensure the solution worked for everybody. people on the PSR. data can be kept and shared across the The connected registers will ensure a energy sector. customer’s situation is fully understood, their data is secure and that they are treated This means that information is as accurate appropriately. and effective as possible, allowing us to identify and tailor our services to meet Now customers only need to be added individual needs, for example, helping to the register once for all electricity and gas

Partnership with Royal Association for Deaf people (RAD) New videos are letting deaf and hearing They were project managed through impaired customers know what to do if the SCWG. We have also funded a sign they smell gas, lose power or want to join language translator service which can be the Priority Services Register. used by all four networks to communicate with customers who use sign language as Over the last two years, we’ve worked closely their main form of communication. with Royal Association for Deaf people (RAD) to create three videos using signing. The films were finished in December 2017 and shared across the Safeguarding Customer Working Group (SCWG), allowing all members to upload them to their websites.

The videos were commissioned after Across all GDNs, the videos were RAD informed us there was a gap in our viewed 865 times. communications for our deaf customers. Energy Networks Association 4 More London Riverside London SE1 2AU

Tel +44 (0)20 7706 5100 www.energynetworks.org @EnergyNetworks

© ENA 2018

Energy Networks Association Limited is a company registered in England & Wales No. 04832301. Registered office: 4 More London Riverside, London SE1 2AU