1 O p e r at i n g NORTHUMBERLAND. & COUNTY DURHAM. i n yo u r area TYNE. & WEAR. TEESSIDE. YO R K S H I R E. DALES. YO R K S H I R E M O O RS. & WOLDS. WEST. YO R K S H I R E. HUMBER. E ST U A RY. SOUTH N O RT H. YO R K S H I R E LINCOLNSHIRE. Who we are a n d w h at w e d o Here at Northern Powergrid we work behind the scenes to deliver electricity to million businesses and homes in the North East,Yorkshire and Northern Lincolnshire. Our network consists of more than 61,000 substations, around 93,000 kilometres of overhead line and underground cables and over 2,200 employees working to keep the lights on for our 8 million customers.
2 We've recently redefined our operating zones to tailor our services and our response to the needs of our customers and local communities. Now we want to share this model so you can find out about the work we're doing to restore supply, deliver new connections and ensure great service in your area. Moving from 5 larger zones to 9 zones defined by their industrial, urban or rural landscape, our new operating model is our commitment to improving service and providing locally based managers who strive to meet customers' needs. It's important to us to give our customers lots of opportunities to talk to us, and we make time to listen.
3 Please visit our website for details about our customer connections surgeries and other upcoming events. You can also talk to us via our online community a private social media platform which allows customers to join discussion forums, respond to surveys and polls and give ideas that will feed in to our future plans. K EY. UR B AN INDU S TRIA L RURA L. OP e r a t i n g OP e r a t i n g OP e r a t i n g Zone Zone Zone South Yorkshire Humber Estuary Northumberland & County Durham West Yorkshire Teesside Yorkshire Dales Tyne & Wear Yorkshire Moors & Wolds North Lincolnshire A c c e ss i n g o u r S e rv i c e s Keeping the network running safely, reliably and D i d yo u k n ow ?
4 Efficiently is our business. You can access a range of services via We are open for business every hour of every day of Use our website to: the year no matter what Pay an invoice the circumstances. We want to make it easy for you Request a new connection to work with us, whether Arrange a network diversion you need to call us in an Request a refund for emergency, get connected a new connection to our network or find your electricity supplier. Find out about connecting distributed generation Move your electricity service In an emergency you can call us Request a disconnection 24 hours a day on: Report a problem Northeast: Find your supplier 0800 66 88 77 Find out about known power Yorkshire & cuts in your area North Lincolnshire: Request the fitting of shrouding 0800 375 675.
5 Getting connected Need a new connection? Changing your existing If you need a connection to a new electricity connection? or modified premises, our design If you are installing additional electrical teams will work with you to provide equipment and need to increase the size a connection tailored to your exact of your electricity supply, we will help requirements. Why not try our quick you understand the process of connecting calculator at this equipment to our network. com/getconnected to get a more site- Want a connection with an specific guide to the price of your new independent provider?
6 Connection? You'll also be able to apply Customers can contract an Independent for a formal estimate or quotation. Connection Provider to provide and Need a connection for install certain aspects of their connection distributed generation? actively promote this Whether you're installing domestic competition and if you want to get a solar panels or you're a national quote from an alternative provider, developer of wind and solar technology we'll help you understand the process. (or somewhere in between), we can Visit our website at: provide you with a quotation that suits your project 's more, getconnected for guide prices, we are cutting down lead-times timescales and to apply for your to connect new generation, can Ask the Expert'.
7 Making information more accessible online and discuss your project and and acting on your suggestions to timescales with our technical specialists. improve our service. Alternatively call us on: Remember to notify us if you have 0845 070 2703. installed up to 4kW of small-scale Mon-Fri: 8am 8pm generation to a single premises. Sat: 9am 5pm Introducing . Mik e H a mmo n d Head of Connections We will improve customer service without increasing overall costs. We will connect the majority of customers 30% faster in our next regulatory period (2015 to 2023) by adapting our local operations and making better use of digital channels and technology to provide a personal and tailored service.
8 C u sto m e r S e rv i c e Giving our customers more choice and easily accessible information. We want our customers to feel like we Our increased range of web-based deliver the high quality customer care technology is empowering customers to they expect and deserve every time request new connections, find out about they contact us. Through our customer power cuts in their area or sign-up for service improvement programme, we our Priority Service Register. are keeping the needs of our customers By going out into the community with at the forefront of how we do business. our customer support vehicles, using our We train our people so they understand communications toolkit to share details their role in delivering customer of our investment schemes and creating satisfaction and we're helping them opportunities for people to have their deliver an enhanced customer say, we continue to improve the day-to- experience through investment day customer experience.
9 In IT and communication technology. This improves the way we support our customers. New technology helps us find different ways to stay in touch with our customers and keep them informed about what matters to them. With text services, social media and online services, as well as face-to-face, telephone and e-mail, our customers can choose how they want to engage with us without compromising on the quality of service they receive. Introducing . Ke lly G r a h a m Head of Customer Service We will improve our customer experience by putting ourselves in our customers' shoes and thinking 'if this was me, or someone close to me, would I be happy with the service I received?
10 ' Customer Service is a day in, day out compassionate kind of activity that we're all capable of and we strive to achieve high standards every day.. OUR CONTACT. CENTRE. Our UK-based customer contact centre is open 24-hours a day, every day, with a team of professional advisors who are ready to respond to the needs of our customers across our nine operating zones. We offer support in four key areas: and an increase in customer calls. This is when our customers need us loss of electricity supply most, which is why we use the customer network connections overflow community a team of specially trained employees from across general enquiries, and the business who support our contact Meter Point Administration centre and make sure we are always Service (MPAS) available for our customers.