It is now simpler than ever to report a power cut. If you want to report a power cut call...
INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE)
Ofgems Incentive on Connections Engagement (ICE) drives distribution network operators to continually improve service to major connections customers.
ICE gives our connections customers and stakeholders the opportunity to contribute to our service improvement plans. Each year, we publish a detailed work plan of service improvement commitments. Our work plans are developed together with our connections stakeholders and all our service improvement actions are derived from our customers’ suggestions and feedback.
We work hard to understand the needs of our connections customers and to continually improve the service we provide. We encourage you to give us feedback on what we do well and what we could be doing better. It's only through this ongoing dialogue we can ensure we are fully meeting your expectations. In the first instance, please send your comments to ICE@northernpowergrid.com. Your feedback will be acknowledged and fed into our ongoing programme of stakeholder engagement and service improvement.
OUR COMMITMENTS FOR 2020/21
We've published our ICE Looking Forward work plan for 2020/21. Our work plan was developed together with our connections stakeholders and customers and the 17 service improvement actions we're committing to this year are based on their feedback and suggestions.
SEEKING YOUR VIEWS ON OUR PLANS
We've published our 2020/21 ICE Looking Forward plan and have been seeking your views on our proposals. You may already have received a call from us inviting you to comment on our plans but there's still time to share your views by completing our online survey.
- Complete our online survey here
ACTING ON YOUR FEEDBACK - NEW EV CHARGING CONNECTIONS
The UK government has an ambition that the majority of new cars sold by 2035 should be electric or hybrid. We have seen a significant rise in applications for new and different types of EV charging installations and have developed a new guide and dedicated webpage to help customers seeking these types of connection.
ACTING ON YOUR FEEDBACK - AUTODESIGN
Many of our customers want to be able to self-serve and do their own upfront assessments before making an application. We've added to the suite of free, online tools we make available to help them do that with the launch of AutoDesign, our new tool helps guide you to the most viable and cost-effective connections solution and allows you to generate your own free of charge budget estimates.
- Find out more and start using AutoDesign here
ACTING ON YOUR FEEDBACK - Local Authority Forums
Local Authority stakeholders told us it would be useful to have a forum where they could come together to explore new and emerging energy challenges with us, and other local government representatives from our region. We listened and acted on that feedback hosting three forums in the year which focused on topics these stakeholders told us were important.
- Find out what our stakeholders thought here
ACTING ON YOUR FEEDBACK - SPEAK TO OUR ENGINEERS
You told us that being able to pick up the phone and talk to one of our team about was important. Now, whether you're thinking of applying for a new connection and want to explore you options or have an existing project you want to discuss, you can easily find the telephone number of key contacts from our commercial, design and CinC teams on our website, alongside the areas of our network they are responsible for.
- Find contacts details for our team here.