Strong performance on major connections – report

A new report highlights our performance against major connections targets has been strong and we are moving at pace, but there is still more to do.

Against a challenging backdrop where demand for connections has increased significantly, NGED has delivered strong performance across a suite of metrics for year one, as well as making considerable progress against our overall RIIO-ED2 commitments to be completed by 2028.

By establishing a new Connections directorate earlier this year, we are well placed to build on this strong performance and accelerate the progress required to deliver even more for our customers.

Our Major Connections Report for 2024 reviews the directorate’s performance against a range of metrics, required by the regulator Ofgem, to mark the end of the first year of RIIO-ED2.

Results include:

• Major Connections Customer Satisfaction Survey – we exceeded our target of 7.41 in seven out of eight Relevant Market Segments (RMS). This resulted in an overall average of 8.71 across all our regions, an improvement on our previous score of 8.40. By 2028, we aim to reach nine.
• Major Connections Time To Quote – we outperformed our target in 18 out of 20 RMS

Major Connection Time to Connect is another metric all distribution network operators like NGED have to track and since 2015 it has been increasing across the industry. It’s a key measurement of the customers’ journey and we are working with policy-makers and stakeholders to reduce it.

The report also details how over the last year NGED has improved the journey for major connection customers by:

• creating a new customer enquiry portal which has a 84% user satisfaction rating
• providing a new ClearView online platform with Grid Supply Point data
• offering a simplified and clearer view of Distribution Use of Service Tariffs
• improving a budgeting tool

Amanda Le Brocq, Director of Connections, said: “The increasing demand for electricity is intensifying the need for major connections, such as by solar farms and battery storage sites. The connections queue now has four times the volume needed to deliver net zero by 2035.

“Such rapid change means new frameworks are needed and we are working at pace with the sector to make reforms which will deliver what major connection customers need from us.

“As well as driving connections reform, we are focussed on improving customer engagement and optimising customer journeys through an enhanced digital experience where data is more accessible.

“Further ED2 commitments will be delivered by 2028 underlining our determination to deliver an improved customer connection experience. Being transparent with stakeholders is important and we will continue to report on our progress.”