Delivering Safe and Reliable Electricity

As a U.K. distribution network operator, Northern Powergrid manages and maintains the electricity network that delivers power to around 4 million homes and businesses in the North East, Yorkshire and northern Lincolnshire.

Spanning approximately 10,000 square miles, the company’s network powers both rural and urban areas and is a key enabler of regional economic growth. As a regulated business, Northern Powergrid is committed to delivering outstanding customer service and to making a positive difference to the environment and the communities it serves.

As an important regional employer, the majority of Northern Powergrid’s 3,000 colleagues live and work in the communities they serve. The company is committed to developing skills and creating opportunities, with its apprenticeship and training provision rated as “Outstanding” by Ofsted. Northern Powergrid is one of only a small number of employer training providers to have achieved and maintained the U.K. education regulator’s highest possible rating.

Northern Powergrid is delivering its business plan for 2023-2028, which includes £3 billion of investment to enable decarbonization, support the uptake of low carbon technologies and drive growth across its operating area.

For additional business information, view our fact sheet.

Service Area: 9,700; Square Miles

As a regulated business Northern Powergrid is focused on delivering its business plan for 2023-2028, which includes £3 billion of investment to drive decarbonization, support the efficient uptake of low-carbon technologies and energise growth across its service area.

Northern Powergrid’s investment in infrastructure and services, together with its commitment to attracting and retaining a diverse and inclusive workforce makes the company a major employer and contributor to the local economy.

Putting Safety First

Whatever the undertaking, Northern Powergrid is committed to doing things the right way by providing a safe, reliable supply of electricity for customers while ensuring every colleague and contractor goes home safe at the end of the day.

An ISO 45001-certified occupational health and safety management system, combined with industry recognition for fleet safety excellence, reflects Northern Powergrid’s strong culture of safety and operational excellence.

Northern Powergrid is one of the UK’s leading safety performers, achieving 25 consecutive RoSPA Gold Awards in the North East licence area and 22 consecutive Gold Awards in Yorkshire, and reflecting a long-standing commitment to protecting colleagues, contractors and the public.

Northern Powergrid operates a robust major incident management plan, enabling a coordinated response to power cuts, network issues and severe weather events. Resources can be mobilised quickly to restore power for customers safely, and as quickly as possible.

A Strong Record for Innovation

Northern Powergrid’s approach to innovation is focused on solving real-world challenges and delivering benefits for customers, the network and the wider energy system. All innovation projects supported by the company are aligned to four strategic priorities:

Charting the best course to net zero
Unlocking the value of data in an increasingly digitalized world
Enhancing network resilience and reliability
Ensuring all customers can benefit

From its groundbreaking Customer-Led Network Revolution smart grid demonstrator project, which helped lay the foundations for today’s decarbonised and decentralised energy system, to its industry-leading Open Data Portal, Northern Powergrid has a strong track record for innovation. Through pioneering projects, data-driven decision-making and collaborative partnerships, the company is developing solutions to help shape future energy systems.

Enhancing Customer Service Experience

Northern Powergrid is committed to delivering exceptional service and ensuring every customer interaction is a positive one. From its proactive Customer Service Responders who provide on-the-ground support during power cuts to its state-of-the-art 24/7 contact center, the company offers accessible support through a range of communication channels including telephone, social media and digital self-service options, ensuring customers can access help and advice in the way that suits their needs.

The company continues to invest in digital services to enhance its customers’ experience, including a relaunch of its website. Customers can now easily access up to date information and online services, and go online to apply for a new connection, report and track a power cut, and join its free Priority Services Membership for customers who may need extra support due to medical or personal circumstances.

Northern Powergrid’s customer-centric approach is measured daily through Ofgem’s Broad Measure of Customer Service (BMCS) surveys, enabling the company to continuously track against other distribution network operators. On average, customers rate their satisfaction with Northern Powergrid as 9 out of 10, reflecting the company’s ongoing commitment to service excellence and support when it matters most.