National Grid's Interactive Business Plan
Click on the pins to find out how we’re doing with our performance commitments.
Find out how we’re doing with our performance commitments.
School/child safety
Customer satisfaction
Vulnerable customer support
Fuel poverty customer savings
Power cut reductions
net zero
Heat pumps
Local authority engagement to support net zero planning
Community and charity support
Flood defences
Areas of Outstanding Natural Beauty
Community Energy Support
School/child safety
Current performance:
Educate 62,500 children on electrical safety per year.Target performance (By 2028):
Increase the safety of around 200,000 children by delivering 780 schemes to underground, insulate or divert overhead lines that cross school playing areas.
Keep our children safe by sending electrical
safety education packs to every primary
school in WPD's region and educate at least
80,000 children per year via direct learning.Positive benefit for customers:
Keep children safe around our Electricity equipment and reducing the risk that they could come to harm.
Customer satisfaction
Current performance:
Achieving an average customer satisfaction rate of >89% for all connection types (including major connections and low carbon technology).Target performance (By 2028):
Deliver exceptional service levels by achieving an overall average customer satisfaction of 93% or higher by the end of RIIO-ED2, with separate reporting for emerging technology customers.
Positive benefit for customers:
Excellent and improved service across all aspects of the connections process including quotations and completed works.
Vulnerable customer support
Current performance:
Increase the number of customers registered on the Priority Services Register by 20,000 a year.Target performance (By 2028):
Expand the reach of our Priority Services
Register to at least 75% of total eligible
customers and 80% of customers with critical medical dependencies to ensure those in greatest need receive targeted support services. This will include registering at least 50,000 additional ‘hard-to-reach’ customers each year.Positive benefit for customers:
Customers with the most serious vulnerabilities are proactively identified and offered support.
Fuel poverty customer savings
Current performance:
70,000 customers saved £27m in the last 5 years.Target performance (By 2028):
113,000 customers to save £60m between 2023-2028. Also, 600,000 Priority Services Register customers to be offered a bespoke smart energy action plan each year.Positive benefit for customers:
Customers living in cold homes and/or struggling to afford their energy bills receive tailored support to make long term changes to improve their ability to afford to heat their home. Also, smart energy action plan will offer targeted advice and support for vulnerable customers in relation to low carbon technologies, smart maters and flexible energy services, for example.
Power cut reductions
Current performance:
On average customer experience one power cut every two years, lasting 24 minutes.Target performance (By 2028):
Deliver improved network reliability where
on average power cuts are better than one
interruption every two years lasting less than 22 minutes (12% reduction in customer
interruptions (frequency) and 16% reduction
in customer minutes lost (duration), utilising vulnerable customer data to prioritise network improvement schemes.Positive benefit for customers:
Customers receive a highly reliable supply of electricity, delivering our lowest ever power cut levels with an average duration of less than 24 minutes per year.
net zero
Current performance:
New commitment.Target performance (By 2028):
Achieve net zero in our internal business
carbon footprint by 2028 (excluding network losses) and follow a verified Science Based Target of 1.5°C to limit the climate impact of our activities.Positive benefit for customers:
Accelerate a reduction in carbon emissions to minimise our impact on climate change. Customers will also be able to connect electric vehicle chargers without delay.
Heat pumps
Current performance:
New commitment.Target performance (By 2028):
Ensure customers are able to connect low
carbon technologies quickly and easily, with
the network being ready to support at least
an additional 1.5 million electric vehicles and 600,000 heat pumps by 2028.Positive benefit for customers:
Customers can easily connect heat pumps without delays due to lack of available capacity, and benefit from financial and carbon savings as a result.
Local authority engagement to support net zero planning
Current performance:
New commitment.Target performance (By 2028):
Make it easy for customers to adopt low carbon technologies and achieve net zero
in their region much sooner than 2050, by
driving the delivery of ambitious Local Area
Energy Plans and proactively engaging all
130 local authorities each year via 90 local energy surgeries.Positive benefit for customers:
Support the UK’s net zero aspirations and the government’s Ten Point Plan by ensuring the electricity network is capable of achieving this well ahead of the government’s overall target of 2050 for those local authority regions that plan to do so.
Community and charity support
Current performance:
New commitment.Target performance (By 2028):
Support and add significant value to our
local communities via a 'Community Matters' social initiative associated with the smart energy transition, vulnerability, environment and sustainability. This will include a shareholder funded annual £1 million community support fund and 1,000 volunteer days per year for WPD staff to support local causes.Positive benefit for customers:
Act as a socially responsible business that will support the needs of the local communities we serve – delivering key corporate social responsibility initiatives to help people in vulnerable situations.
Flood defences
Current performance:
Currently reduce the flooding risk at substations by undertaking 72 flood defences.Target performance (By 2028):
Reduce the flooding risk at key sites by undertaking 102 flood defence schemes and engage stakeholders to reduce the need for new assets in flood risk areas.
Positive benefit for customers:
Improve the resilience of the network to severe flooding, therefore reducing the risk of power cuts and disruption to customers.
Areas of Outstanding Natural Beauty
Current performance:
Remove up to 29km of overhead lines in Areas of Outstanding Natural Beauty.Target performance (By 2028):
Improve visual amenity by removing at least 50km of overhead lines in Areas of Outstanding Natural Beauty and National
Parks.Positive benefit for customers:
Improve the visual amenity of the landscape in beauty spots across our operating region.
Community Energy Support
Current performance:
Actively support the expansion of green,
renewable energy generation and help local
communities to decarbonise and lower their
bills, by connecting at least 30 community
energy groups to the network each year.
We will hold 60 community energy surgeries
per year and provide a dedicated WPD
community energy representative to assist
with connection and flexibility offers.Target performance (By 2028):
Support local community energy groups by holding 60 community energy surgeries per year and providing a dedicated WPD community energy representative who will assist to with connection and flexibility offers.Positive benefit for customers:
Community groups with less knowledge and expertise of the connections process receive tailored support to develop their schemes and connect to the network. This will increase their confidence and understanding of our processes, so that they find it easier to gain access to our network.