Customer service and network reliability

This perspective looks at how we have performed on customer service and reliability during 2015/16: 

  • Achieved UK electricity transmission system reliability of 99.999998%.
  • Achieved UK gas distribution system reliability of 99.999%.
  • Achieved UK gas transmission system reliability of 100%.
  • US electricity transmission and distribution achieved respectively 99.972% and 99.995% reliability.
  • In the UK we have exceeded our two electricity and gas transmission customer satisfaction targets.
  • In the US we did not meet our customer satisfaction targets due to customer concerns about higher than normal winter bills.
We have continued to provide good value and reliability for customers while keeping our element of bills as low as possible.