Northern Gas Networks Independent Stakeholder Group – February 2026 Update
The Northern Gas Networks (NGN) Independent Stakeholder Group (ISG) met online on 2 February to review NGN’s current performance and look ahead to the start of GD3 later this year. As always, our aim is to ensure customers’ needs, experiences and expectations remain central to every decision NGN makes.
Understanding and Improving the Disconnections Journey
The main theme of the meeting was disconnections, an area growing in importance as more households make decisions about their future heating options. NGN shared emerging insights from recent customer surveys and early data on why people disconnect from the network.
The ISG emphasised the need for a stronger evidence base, as snapshots alone don’t give the full picture. We will continue exploring three critical questions:
- What’s driving disconnections, and who is being affected? Understanding the different customer types and circumstances behind disconnection decisions is essential to supporting them effectively.
- What does a positive customer journey look like? From communication to timescales, we want the disconnection process to be clear, predictable and as stress‑free as possible.
- Why do disconnections cost what they do, and how can costs be reduced fairly? Customers deserve transparency and a realistic conversation about affordability.
As the country moves towards low‑carbon heating at scale, a fair and well‑designed disconnection journey will be vital. This will remain a priority for the ISG throughout 2026 and into GD3.
Innovation That Delivers for Customers
NGN updated us on the changing innovation landscape. Regulation now places more emphasis on demonstrating customer benefits and embedding successful innovations into everyday operations. While this greater oversight is welcome, the ISG discussed the importance of avoiding unnecessary bureaucracy that could slow down progress nad implementation.
We will be taking a deeper look at innovation governance later this year to ensure NGN is striking the right balance between strong assurance and fast, meaningful delivery for customers.
RESP and Planning for the Future Energy System
We received an update from NGN on the Regional Energy Strategic Plan (RESP), led by the National Energy System Operator. Although timelines have slipped, RESP remains an important part of shaping how local and regional energy systems evolve.
The ISG is particularly interested in how:
- RESP outcomes can be meaningfully applied by NGN’s operational teams
- Network data will be used to support planning
- Local authorities—often stretched—will be supported to deliver the expectations set
- Disconnections could be integrated into future area‑based planning pilots during GD3
This will continue to be an area of close scrutiny.
VCMA Governance and People and Planet Strategy
We also received a governance update on the Vulnerability and Carbon Monoxide Allowance (VCMA). While we support better coordination, we remain cautious about adding governance without clear evidence that it improves outcomes for customers. We will respond to the upcoming Ofgem consultation to reinforce this point.
NGN shared its updated People and Planet Strategy, shaped by extensive engagement. We welcomed the introduction of clearer milestones between now and 2050, helping track progress more effectively. We will continue to test how these commitments translate into action, particularly where delivery depends on partnerships beyond NGN.
Looking Ahead
Across every topic, one theme was clear: customer value, cost and bill impact must remain visible and central. As NGN prepares for GD3, the ISG will continue asking why activities matter, what they cost, and how success will be demonstrated.
Our next ISG meeting will take place in April, where we will continue focusing on disconnections, long‑term planning and NGN’s readiness for GD3.
Brian Matthews
Chair, NGN Independent Stakeholder Group