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N O R T H U M B E R L A N D & C O U N T Y D U R H A M

T Y N E & W E A R

T E E S S I D E

Y O R K S H I R E D A L E S

Y O R K S H I R E M O O R S & W O L D S

W E S T Y O R K S H I R E

H U M B E RE S T U A R Y

S O U T H Y O R K S H I R E

N O R T H L I N C O L N S H I R E

o p e r at i n g i n yo u r

a r e a

W h o W e a r e a n d W h at W e d o

K e y

Here at Northern Powergrid we work behind the scenes to deliver electricity to 3.9 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.

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. Please visit our website www.northernpowergrid.com/yourpowergrid 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.

i n d u S t r i a Lo p e r at i n g Z o n e

Humber Estuary

Teesside

u r B a no p e r at i n g Z o n e

South Yorkshire

West Yorkshire

Tyne & Wear

r u r a Lo p e r at i n g Z o n e

Northumberland & County Durham

Yorkshire Dales

Yorkshire Moors & Wolds

North Lincolnshire

a c c e S S i n g o u r S e r v i c e S

Keeping the network running safely, reliably and efficiently is our business. We are open for business every hour of every day of the year – no matter what the circumstances. We want to make it easy for you to work with us, whether you need to call us in an emergency, get connected to our network or find your electricity supplier.

d i d y o u K n o W ?

You can access a range of services via www.northernpowergrid.com Use our website to:

Pay an invoice

Request a new connection

Arrange a network diversion

Request a refund for a new connection

Find out about connecting distributed generation

Move your electricity service

Request a disconnection

Report a problem

Find your supplier

Find out about known power cuts in your area

Request the fitting of shrouding

In an emergency you can call us

24 hours a day on:

NORTHEAST:

0800 66 88 77YORKSHIRE & NORTH LINCOLNSHIRE:

0800 375 675

Need a new connection?If you need a connection to a new or modified premises, our design teams will work with you to provide a connection tailored to your exact requirements. Why not try our quick calculator at www.northernpowergrid.com/getconnected to get a more site-specific guide to the price of your new connection? You’ll also be able to apply for a formal estimate or quotation.

Need a connection for distributed generation?

Whether you’re installing domestic solar panels or you’re a national developer of wind and solar technology (or somewhere in between), we can provide you with a quotation that suits your project needs. What’s more, we are cutting down lead-times to connect new generation, making information more accessible and acting on your suggestions to improve our service.

Remember to notify us if you have installed up to 4kW of small-scale generation to a single premises.

Changing your existing electricity connection?

If you are installing additional electrical equipment and need to increase the size of your electricity supply, we will help you understand the process of connecting this equipment to our network.

Want a connection with an independent provider?

Customers can contract an Independent Connection Provider to provide and install certain aspects of their connection infrastructure. We actively promote this competition and if you want to get a quote from an alternative provider, we’ll help you understand the process.

Visit our website at: www.northernpowergrid.com/getconnected for guide prices, timescales and to apply for your connection. You can ‘Ask the Expert’ online and discuss your project and timescales with our technical specialists.

Alternatively call us on: 0845 070 2703Mon-Fri: 8am – 8pmSat: 9am – 5pm

g e t t i n g c o n n e c t e d

i n t r o d u c i n g …

“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.”

MiKe haMMondhead of [email protected]

c u S t o M e r S e r v i c e

We want our customers to feel like we deliver the high quality customer care they expect and deserve every time they contact us. Through our customer service improvement programme, we are keeping the needs of our customers at the forefront of how we do business.

We train our people so they understand their role in delivering customer satisfaction and we’re helping them deliver an enhanced customer experience through investment 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.

Our increased range of web-based technology is empowering customers to request new connections, find out about power cuts in their area or sign-up for our Priority Service Register.

By going out into the community with our customer support vehicles, using our communications toolkit to share details of our investment schemes and creating opportunities for people to have their say, we continue to improve the day-to-day customer experience.

Giving our customers more choice and easily accessible information.


“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?’ 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.”

KeLLy grahaMhead of customer [email protected]

o u r c o n ta c t c e n t r e

We offer support in four key areas:

loss of electricity supply

network connections

general enquiries, and

Meter Point Administration Service (MPAS)

In addition to handling customer calls every day, our advisors use social media to answer enquiries, keep our customers informed of power cuts in their area and share the latest news about network investments and the services we offer.

We’re always looking for ways to be proactive and improve the quality of the service we provide. Our teams contact customers to update them on power cuts and check their power has been restored successfully.

Our proactive texting service to customers experiencing a High Voltage (HV) fault ensures that customers have all the information they need so they don’t have to spend their time seeking updates. By keeping our customers informed, they’re able to decide how they will manage a disruption to their personal or working day.

Bad weather can impact our network causing disruption to electricity supplies

and an increase in customer calls. This is when our customers need us most, which is why we use the customer overflow community – a team of specially trained employees from across the business who support our contact centre and make sure we are always available for our customers.

We’ve also enhanced our Interactive Voice Response (IVR) technology so it’s more customer-friendly and we use social media and our responsive website to provide people with the information they need, when they need it.

By the end of our next regulatory period (2023), we expect our customer contact centre to be making around 10 million proactive customer contacts a year – a tenfold increase in today’s levels.

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.

p r i o r i t y S e r v i c e S

Fully electrically dependent customersWhere even a short power cut presents a risk for these customers, for example where an electricity supply is used for a kidney dialysis machine.

Customers that have long-term or temporary critical medical conditions

Though not life threatening, some customers may not be able to cope with sustained interruptions to their power supply, perhaps due to their home-based medical treatment or their recovery from an operation.

Customers that require different methods of communication

For example, customers who are hard of hearing, or have sight impairments. They will require different methods of communication than our standard approach; as do customers for whom English is not their first language.

Customers that may have other long-term or temporary support requirements

Elderly customers, customers with young babies, or households in fuel poverty may each find a power cut to their home more difficult to deal with and may benefit from additional advice and support.

We’ll give you information and advice about how to be prepared for power cuts and what to do if there is one.

We’ll tell you if there’s any planned work that may disrupt your supply.

We’ll do our best to let you know when your electricity will be back on.

In some circumstances we’ll arrange for the British Red Cross to provide you with additional support.

In some circumstances we’ll even send our customer support vehicle to your area with hot drinks and snacks, and facilities to recharge your mobile devices.

We’re aware that a power cut may affect some of our customers more than others. That’s why we have a priority service for the following customers:

To register, call us on: 0800 169 2996

email: [email protected]

or visit: www.northernpowergrid.com/priority

o p e r at i n g o u r n e t W o r K


“We will be working hard to reduce the number of times customers are without power and when they are we will not be satisfied until power is restored to all customers as fast as possible.”

rod gardnerhead of network operations [email protected]

The main accountability of network operations is the day to day running of the electricity network so that we can provide a safe and continuous power supply to our customers. We ensure that all ‘planned’ activities including delivery of our significant investment plans and ‘unplanned’ events (faults) are progressed safely and efficiently to minimise the impact on the customer.

Our activities as a distribution business integrate with the wider requirements of the electricity network, from generation through to the point of supply at the customer’s premises. We are always striving to increase the performance of both our network assets and our employees to reduce the number of power interruptions and restore supplies more quickly when they do fail.

Major incident preparation is also crucial; we plan for all escalated event situations so that we can resume ‘business as usual’ as quickly as possible. These scenarios include everything from weather-related events to terrorist and cyber-attacks. Network Operations form the backbone of the major incident team that takes strategic decisions and has managerial oversight of these situations.

‘Enabling technology’ is another main feature of our work: we are always looking for solutions that secure significant improvements in our network performance. These solutions include technologies, assets or processes that improve how we operate the electricity network, how we respond to unplanned events and how we keep the customer informed.

d e L i v e r i n g o u r p r o g r a M M e

Our Programme Delivery team is responsible for improvements to the network through asset replacement, network reinforcement and new connections activity, along with the ongoing inspection and maintenance of the assets to ensure they remain in an acceptable operating condition and compliant with safety, environmental and regulatory legislation.

These network improvements are identified within the Northern Powergrid asset investment plan, which is built on analysis of the condition and performance of the network. Our analysis ensures that the assets continue to perform safely and there is sufficient capacity for our customers’ power requirements.

Our annual investment of over £200m of network improvements is delivered by specialist internal engineers and external service providers that are

all tasked with delivering our plan in line with time, cost and quality requirements whilst minimising the impact of this work on our customers.


“Through targeted investment we will ensure the network continues to deliver power to our customers in a safe and cost efficient manner. Our investment programme for the next regulatory period (2015 to 2023) will deliver significant improvements in network safety and environmental performance. Further investment in network automation will reduce the inconvenience to our customers when faults occur. This technology helps us reduce the number of customers affected during power cuts and shortens the time they remain off supply.”

Steve McdonaLdhead of programme [email protected]

We make sure that all appropriate permissions and approvals are in place before any work starts. This means working closely with landowners and statutory bodies before we work on private land to install new assets.

In the case of any damage caused to our cables, substations or overhead lines through the actions of other utilities, local authorities or private individuals then we recover the costs of the necessary repair works from them.

We support our engineering teams by providing new tools and equipment, testing and carrying out inspections on this equipment and ordering and laundering protective clothing.

Our support service provides financial budgeting and performance reporting to our operating units as well as a wide range of administrative support.


gareth pearSonhead of operational Services [email protected]

We run our warehouse and six stores to ensure materials get to our colleagues in the field as and when they are needed for delivering works. We also work with our contractors, local authorities and other utility companies to ensure that when we have to carry out excavations, the works are correctly registered, the disruption is kept to a minimum and the reinstatement of the excavation is completed to a high standard.

“The Operational Services team will continue to improve the services that we provide to the operating zones. Through improved processes and efficiencies, we will support the operating zones as they deliver improvements to restore supplies to customers after unplanned power cuts, and the time taken to connect new customers to our network.”

o p e r at i n g o u r S e r v i c e S

Each zone has its own key priorities which are tailored to the unique challenges of that area. The head of each zone is working to improve our performance, our customer service and our network reliability.

o u r a i M i S t o :

operate to the new guaranteed standard for supply restoration of 12 hours

reduce the average connection lead-times from enquiry to delivery by 30%

reduce the number of power cuts by 8% and the average duration by 20%

We’ll also be engaging with our customers to make sure we’re improving complaint resolution processes, planned power cut notifications and making it easier to get in touch with our Customer

Liaison Officers for each zone.

The head of each operating zone is responsible for providing opportunities for staff training, with the view to developing an enhanced service that better meets the needs of our customers through a flexible and quicker response to unplanned power cuts. It will also be a priority to recruit and train up to 100 apprentices and trainee engineers each year through to 2023.

As part of the role, the head of each operating zone will make sure investment is focussed on the replacement of any rapidly deteriorating assets as quickly and efficiently as possible, maximising the benefit to customers whilst minimising disruption.

It is our aim to be at the forefront of developing and introducing smart technology, wherever this proves to be an economical alternative to traditional methods of system reinforcement.

h e a d S o f o p e r at i n g Z o n e S – r o L e S a n d r e S p o n S i B i L i t i e S


H U M B E R S I D E


DONCASTER

BARNSLEY

SHEFFIELD

ROTHERHAM

S O U T HY O R K S H I R E


richard BoWerShead of South [email protected]

“South Yorkshire is characterised by an extensive underground cable network and a significant number of substations that supply densely populated areas. As Head of South Yorkshire, the key focus of my team will be on improving the reliability of our substation equipment and underground cable network to reduce the number and duration of power cuts. I understand the impact these power cuts can have on domestic, commercial and industrial customers and we will work hard to keep the network running safely, reliably and efficiently.”

This operating zone covers the main cities and towns of Sheffield, Rotherham, Doncaster and Barnsley.

It extends to Thorne and Hatfield in the east; and on its northern boundary it includes Royston, Carcroft and Stocksbridge. The zone has a population of approximately 1.3 million and serves 673,000 homes and businesses.

The zone covers an area of 1,686km² and includes our main offices at Hellaby and Attercliffe and our operating locations at Aldham and Doncaster.

S o u t h y o r K S h i r e


H U M B E R S I D E


DONCASTER

BARNSLEY

SHEFFIELD

ROTHERHAM

S O U T HY O R K S H I R E

d i d y o u K n o W ?£569,890 is being invested in switchgear replacement in Beighton, which will improve supply for 11,719 customers in the area.

£6.4m will be invested in West Melton

Ten 66 kV circuit breakers and one 132 to 66 kV transformer will be replaced to help ensure the ongoing security of supply.

Work is due to start in 2017 and is expected to take 3 years to complete.

1

M e e t t h e t e a M

dereK BraMLeyresources Manageremail: derek.bramley @northernpowergrid.com

chriS WatSondelivery Manageremail: chris.watson @northernpowergrid.com

eMergency:0800 375 675

g e t i n t o u c h

John MyerSrestoration Manageremail: john.myers @northernpowergrid.com

John phiLLipSdelivery Manageremail: john.phillips @northernpowergrid.com

John hayWoodServices Manageremail: john.haywood @northernpowergrid.com

david LinLeycustomer Liaison Officer

eMaiL: david.linley @northernpowergrid.com

enQuirieS 07802 208557




W E S TY O R K S H I R E

BRADFORD

HALIFAX

HUDDERSFIELD

CASTLEFORD

WAKEFIELDDEWSBURY

HOLMFIRTH

ILKLEY

KEIGHLEY

LEEDS


MicK hicKLinghead of West [email protected]

“I am incredibly proud to be the Head of West Yorkshire. Whilst a compact zone in terms of size, it is huge in terms of cable length and numbers of substations. Of the nine zones, West Yorkshire has the greatest number of customers and this really focuses my team’s attention. My main goal will be a greatly improved supply restoration performance so that customers suffering from a power cut will be restored more quickly. I also recognise that our customers wanting new connections to street furniture and single properties are desperate for improved lead-times in getting their electricity connections and we are committed to improving that service.”




W E S TY O R K S H I R E

BRADFORD

HALIFAX

HUDDERSFIELD

CASTLEFORD

WAKEFIELDDEWSBURY

HOLMFIRTH

ILKLEY

KEIGHLEY

LEEDS

This operating zone covers the main cities of Leeds, Bradford and Wakefield.

It stretches from Keighley, Ilkley and Otley in the north to Penistone in the south; and on its eastern boundary it includes Castleford, and Pontefract. The zone has a population of approximately 2.2 million which makes it the 4th most highly populated region in the UK.

The zone serves 1,049,000 homes and businesses. The zone covers an area of 2,002km² and includes our main offices at Castleford, Keighley, Leeds, Whinmoor and Dewsbury; and the operating locations at Lindley and Bradford.

W e S t y o r K S h i r e

£3.5minvested in Rawdon

Replacement of twelve 11 kV circuit breakers and two 33 to 11 kV transformers.

Work is currently in progress.

d i d y o u K n o W ?£294,217 of overhead line refurbishment is taking place between Elland – Lindley, benefitting 45,808 customers in the area.

£2.4mwill be invested in Bramham to Leeds Road

Work to refurbish this 33 kV overhead line will begin in 2015.

2M e e t

t h e t e a MneiL tootiLLresources Manageremail: neil.tootill @northernpowergrid.com

dave arnoLddelivery Manageremail: dave.arnold @northernpowergrid.com


g e t i n t o u c h

Martin Waddingtonrestoration Manageremail: martin.waddington @northernpowergrid.com

ian SteWartdelivery Manageremail: ian.stewart @northernpowergrid.com

neiL procterServices Manageremail: neil.procter @northernpowergrid.com

tracey haMMondcustomer Liaison Officer

eMaiL: tracey.hammond @northernpowergrid.com


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T Y N E & W E A R

T E E S S I D E

T Y N E & W E A R

BLYTH

SHIREMOOR

PRUDHOE

PENSHAW

STANLEY

SUNDERLAND

DURHAM

PETERLEE

NEWCASTLE

GATESHEAD


andy BiLcLoughhead of tyne & [email protected]

“The subtle but effective changes we have made to our delivery model will improve our performance on a local level, meaning that our customers will see an improvement in the time it takes to restore power after a fault on our network and a reduction in the time it takes us to connect a new customer. Our priorities will be to make sure that our performance meets the needs and expectations of the people in Tyne & Wear and that key stakeholders have a local Northern Powergrid team that they can work with and rely on.”


T Y N E & W E A R

T E E S S I D E

T Y N E & W E A R

BLYTH

SHIREMOOR

PRUDHOE

PENSHAW

STANLEY

SUNDERLAND

DURHAM

PETERLEE

NEWCASTLE

GATESHEAD

This operating zone covers the main cities of Newcastle, Sunderland and Durham.

It stretches from Blyth in the north to Peterlee in the south; and on its western boundary it includes Ponteland, Stanley and Prudhoe.

The zone has a population of approximately 1.1million and serves 755,000 homes and businesses. The zone covers an area of 1,113km² and includes our main offices at Shiremoor, Team Valley and Penshaw.

t y n e & W e a r

£13.3minvested in PotterhouseWe are reinforcing the network due to an increasing demand for electricity. Existing transformers and switchgear to be replaced and two additional transformers installed.

Work is underway and is due for completion in 2016.

£6.8mwill be invested in Stella North to Barrack RoadWe’re replacing 8km of underground cables. Work will take place in 2019.

d i d y o u K n o W ?£733,763 of flood defences will benefit 61,644 customers supplied from our Dunston substation.

Northern Powergrid, with partners including Durham University, is leading the country’s largest smart grid project: the £54 million Customer-Led Network Revolution.

3M e e t

t h e t e a MSteve hirStresources Manageremail: steve.hirst @northernpowergrid.com

peter tayLordelivery Manageremail: peter.taylor @northernpowergrid.com

eMergency:0800 66 88 77

g e t i n t o u c h

chriS BurgeSSrestoration Manageremail: chris.burgess @northernpowergrid.com

pauL WaLLerdelivery Manageremail: paul.waller @northernpowergrid.com

Judith ShaWServices Manageremail: judith.shaw @northernpowergrid.com

Kevin parKincustomer Liaison Officer

eMaiL: kevin.parkin @northernpowergrid.com




H U M B E R E S T U A R Y


BEVERLEY

HULL

GOOLE

GRIMSBY

SCUNTHORPE


gLen hodgeShead of industrial [email protected]

“The Industrial zones of Teesside and the Humber Estuary present some unique challenges with regard to heavy industry and other large customers whose continuous reliability of supply is paramount to their businesses. This, alongside satisfying our general customer base of domestic and smaller commercial properties, is my team’s highest priority. We aim to deliver a safe, continuous and reliable network to the standards our customers deserve. The team is working to provide significant improvements to the number and duration of faults and enable a 30% reduction in the time it takes to deliver connections to our network.”

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h u M B e r e S t u a r y

This operating zone covers the main cities and towns of Hull, Scunthorpe and Grimsby; as well as the area along the River Humber.

It stretches from Beverley in the north to Scunthorpe, Grimsby and Cleethorpes in the south; and on its western boundary it includes Goole.

The zone has a population of approximately 0.4 million and serves 326,000 homes and businesses. The zone covers an area of 1,561km² and includes our main office at Hull and the operating locations at Goole and Humberston.

d i d y o u K n o W ?£1.5m is going towards a capacity increase in Pasture Road South to maintain an optimum quality of supply.

£2.1mwill be invested in Hull South to Clarendon Street

Replacement of 5.9km of underground cables with modern equivalents to improve performance and reliability.

Work is due to take place in 2015 for a period of one year.

4


MarK eaStBurnZone Manageremail: mark.eastburn @northernpowergrid.com

Shaun MuLLigandelivery Manageremail: shaun.mulligan @northernpowergrid.com


g e t i n t o u c h

gary oWenresources Manageremail: gary.owen @northernpowergrid.com

coLin ShieLdSServices Manageremail: colin.shields @northernpowergrid.com

KayLeigh aLLiSoncustomer Liaison officer

eMaiL: kayleigh.allison @northernpowergrid.com


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T Y N E & W E A R



T E E S S I D E

SPENNYMOOR

NEWTON AYCLIFFE

DARLINGTON

MIDDLESBROUGH

BILLINGHAM

GUISBOROUGH

HARTLEPOOL

h e a d o f Z o n e …

gLen hodgeShead of industrial [email protected]

“The Industrial zones of Teesside and the Humber Estuary present some unique challenges with regard to heavy industry and other large customers whose continuous reliability of supply is paramount to their businesses. This, alongside satisfying our general customer base of domestic and smaller commercial properties, is my team’s highest priority. We aim to deliver a safe, continuous and reliable network to the standards our customers deserve. The team is working to provide significant improvements to the number and duration of faults and enable a 30% reduction in the time it takes to deliver connections to our network.”

This operating zone covers the main towns of Middlesbrough, Stockton and Darlington.

It stretches from Hartlepool in the north to Guisborough in the south; and on its western boundary it includes Newton Aycliffe, Darlington and Spennymoor. The zone has a population of approximately 0.7 million and serves 412,000 homes and businesses.

The zone covers an area of 1,005km² and includes our main office at Middlesbrough and our warehouse at Billingham.

T Y N E & W E A R



T E E S S I D E

SPENNYMOOR

NEWTON AYCLIFFE

DARLINGTON

MIDDLESBROUGH

BILLINGHAM

GUISBOROUGH

HARTLEPOOL

£19.3mwill be invested in Lackenby

Twenty-one 66 kV circuit breakers will be replaced. Work is due to start in 2017.

d i d y o u K n o W ?£68,777 is currently being invested in Bowesfield in a 33/11 kV fault level upgrade.

£9.4mwill be invested in North Tees

Eighteen 66 kV circuit breakers will be replaced. This is due to start in 2015.

t e e S S i d e

5


Keith BLenKinSoppZone Manageremail: keith.blenkinsopp @northernpowergrid.com

reBecca KeLLydelivery Manageremail: rebecca.kelly @northernpowergrid.com

eMergency:0800 66 88 77

g e t i n t o u c h

richard MorriSonresources Manageremail: richard.morrison @northernpowergrid.com

Kevin QuinceyServices Manageremail: kevin.quincey @northernpowergrid.com

andrea McKinneLLcustomer Liaison officer

eMaiL: [email protected]


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T Y N E & W E A R

T E E S S I D E



ALNWICK

MORPETH

HEXHAM

CONSETT

BISHOP AUCKLAND

BARNARD CASTLE


Sean caSKeyhead of rural [email protected]

“Our priority is to improve the network reliability for the customers we serve across the Rural Zones, many of whom are supplied by long stretches of overhead line. On those occasions when the supply does fail, our focus will be to reduce the time taken to restore supply whilst recognising the differing priorities our customers have within the area.”

This operating zone covers the main towns of Alnwick, Morpeth, Hexham and Barnard Castle.

It stretches from Wooler and Seahouses in the north to Barnard Castle in the south; and on its eastern boundary it includes Bishop Auckland, Corbridge, Crook and Consett. The zone has a population of approximately 0.8 million and serves 112,000 homes and businesses.

The zone covers an area of 6,385km² which includes the Northumberland National Park and our offices at Hexham and Morpeth.

n o r t h u M B e r L a n d & c o u n t y d u r h a M


T Y N E & W E A R

T E E S S I D E



ALNWICK

MORPETH

HEXHAM

CONSETT

BISHOP AUCKLAND

BARNARD CASTLE £4m

will be invested in Cramlington

Surveys have shown that some substation equipment is coming towards the end of its useful life. We will be replacing twenty-eight 11 kV circuit breakers and installing a 66 to 11 kV transformer.

Work will run from 2016 to 2018

d i d y o u K n o W ?£923,589 of overhead line refurbishment took place in 2014 from Coalburns to Riding Mill Pumps & Hexham.

6


Jeff hunterZone Manageremail: jeff.hunter @northernpowergrid.com

david BroWndelivery Manageremail: david.brown @northernpowergrid.com

eMergency:0800 66 88 77

g e t i n t o u c h

Jon MetcaLfresources Manageremail: jon.metcalf @northernpowergrid.com

Kevin parKincustomer Liaison officer

eMaiL: kevin.parkin @northernpowergrid.com


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T Y N E & W E A R

T E E S S I D E






RICHMOND

THIRSK

NORTHALLERTON

RIPON

KNARESBOROUGH

HARROGATESKIPTON




T Y N E & W E A R

T E E S S I D E






RICHMOND

THIRSK

NORTHALLERTON

RIPON

KNARESBOROUGH

HARROGATESKIPTON

This operating zone covers the main town of Harrogate and numerous market towns such as Skipton, Richmond and Northallerton.

It stretches from Richmond in the north to Harrogate and Skipton in the south; and on its eastern boundary it includes Ripon and Thirsk. The zone has a population of approximately 0.3 million and serves 159,000 homes and businesses.

The zone covers an area of 3,698km². The zone includes the Yorkshire Dales National Park and our main office at Northallerton.

y o r K S h i r e d a L e S

£9.9minvested in Harrogate

We’ve introduced an additional 33 to 11 kV substation to ensure that supplies in the area continue to meet demand.

Work is currently in progress and due to be completed early 2015.

Connected customers: 19,276

d i d y o u K n o W ?£4m is going towards a 132 kV capacity increase in Knaresborough to ensure that the electricity supply can continue to meet demand.

7


Keith daLyZone Manageremail: keith.daly @northernpowergrid.com

duncan WaLLacedelivery Manageremail: duncan.wallace @northernpowergrid.com

eMergency:0800 66 88 770800 375 675

g e t i n t o u c h

chriS Steadresources Manageremail: chris.stead @northernpowergrid.com


eMaiL: andrea.mckinnell @northernpowergrid.com


T Y N E & W E A R

T E E S S I D E







YORK

SELBY

BRIDLINGTON

SCARBOROUGH

WHITBY




YO

RK

SH

IRE

MO

OR

S &

WO

LD

S

T Y N E & W E A R

T E E S S I D E







YORK

SELBY

BRIDLINGTON

SCARBOROUGH

WHITBY

This operating zone covers the historic city of York and the main towns of Selby, Scarborough and Bridlington.

It stretches from Whitby in the north to Hornsea in the south; and on its western boundary it is bordered by the A1 / A19 corridor. The zone has a population of approximately 0.8 million and serves 280,000 homes and businesses.

The zone covers an area of 5,754km², which makes it our largest operating zone by area. The zone includes the North Yorkshire Moors National Park and our main offices in York and Scarborough.

y o r K S h i r e M o o r S & W o L d S

£6.4mwill be invested in Malton Grid to Scarborough

The overhead line will be refurbished to improve reliability.

Work will commence in 2015 and is due to take one year to complete.


d i d y o u K n o W ?£4.5m of network reinforcement is taking place in Foss Islands to strengthen the supply to 16,670 customers in the area.

8


SiMon dunnZone Manageremail: simon.dunn @northernpowergrid.com

BoB neLSonresource Manageremail: bob.nelson @northernpowergrid.com

Steve haMpShiredelivery Manageremail: steve.hampshire @northernpowergrid.com

eMergency:0800 66 88 770800 375 675

g e t i n t o u c h

KayLeigh aLLiSoncustomer Liaison officer

eMaiL: kayleigh.allison @northernpowergrid.com



eMaiL: andrea.mckinnell @northernpowergrid.com


No

rt

h L

iNc

oL

Ns

hir

e




LOUTH

BRIGG

MARKET RASENGAINSBOROUGH




This operating zone covers the market towns of Louth, Gainsborough and Market Rasen.

It stretches from the Isle of Axholme in the west across to the east coast. The zone has a population of approximately 0.2 million and serves 90,000 homes and businesses.

The zone covers an area of 1,934km² and includes our main office at Brigg.

n o r t h L i n c o L n S h i r e




LOUTH

BRIGG

MARKET RASENGAINSBOROUGH

d i d y o u K n o W ?£1.3m is being invested in switchgear replacement in Wold Newton which will benefit 26,806 customers.

£4.2mwill be invested in Keadby to Santon.

Following a condition assessment, this 132 kV overhead line will be refurbished to significantly reduce the risk of performance issues.

Work is due to commence in 2019 for a period of one year.


9


aLiStair WaLtonZone Manageremail: alistair.walton @northernpowergrid.com

pauL foXdelivery Manageremail: paul.fox @northernpowergrid.com


g e t i n t o u c h

chriS Wrightresources Manageremail: chris.wright @northernpowergrid.com

david LinLeycustomer Liaison officer

eMaiL: david.linley @northernpowergrid.com


i n a n e M e r g e n c yTo report a power cut, or if you are concerned about the safety of our equipment, call our 24 hour emergency number:

NORTHEAST:

0800 66 88 77 or 0330 123 0877 *YORKSHIRE & NORTH LINCOLNSHIRE:

0800 375 675 or 0330 123 0675 ** Calls to 0800 numbers are free when calling from a landline but charges may vary if you use a mobile. Calls to 0330 numbers will cost no more than 01 or 02 numbers from landlines or mobiles. If you get ‘inclusive minutes’ with your package, calls to 0330 numbers will be included.

e L e c t r i c i t y c o n n e c t i o n SFor electricity connections to new buildings, upgrades to existing supplies, service disconnections or moving your electricity supply cable.

Visit our website at: www.northernpowergrid.com/getconnected for guide prices, timescales and to apply for your connection.

CALL US:

0845 070 27038AM – 8PM (MON-FRI), 9AM – 5PM SAT

Northern Powergrid Network Connections, Cargo, Fleet Lane, Middlesbrough, TS3 8DG

p r i o r i t y S e r v i c e SThe Northern Powergrid Priority Service Register is a database for customers who may feel they are particularly vulnerable and would benefit from receiving priority treatment during a power cut.

CALL US:

0800 169 2996 (24 HOURS)

Register online at: www.northernpowergrid.com/priority

c o M p L a i n t SWe acknowledge that sometimes, despite our best efforts, things can go wrong. The best way to register a complaint with us is though our online form, which is available at: www.northernpowergrid.com/complaints. However you can also write to us, make a complaint in person or by telephone:

CALL US:

0800 781 8848 (24 HOURS)

FREEPOST RSXE-RCZX-XKBL Northern Powergrid, Manor House, Station Road, Penshaw, Houghton-Le-Spring, Tyne And Wear, DH4 7LA

g e n e r a L e n Q u i r i e SFor any general enquiries not covered by the information above.

EMAIL US:

[email protected] (general enquiries)

[email protected] (Stakeholder enquiries)

CALL US:

0845 070 7172 9AM – 5PM (MON–FRI)

FREEPOST RSXE-RCZX-XKBL Northern Powergrid, Manor House, Station Road, Penshaw, Houghton-Le-Spring, Tyne And Wear, DH4 7LA

S o c i a L M e d i a

J o i n o u r o n L i n e c o M M u n i t y :northern-powergrid.explainonline.co.uk

h o W t o c o n ta c t u S

find us on facebookfacebook.com/northern-powergrid

follow us on instagram @northernpowergrid

follow us on twitter@northpowergrid

Watch us on youtubeSearch: northern powergrid

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www.northernpowergrid.com

We're committed to:

Putting safety first

Respecting you, your time and your property

Doing a really good job

Being there when you need us

Caring for our local environment

“We are focused on delivering reliability, dependability, fair prices and exceptional service to our customers. Our commitment to our customers goes beyond the base issues of price and reliability to include communication, responsiveness and overall customer care. We see ourselves as partners with our customers and the communities we serve. We are dedicated to delivering best-in-class performance to meet our customers’ needs.

We will provide you with a personal service by keeping our customer promises. Our highly-trained people will respond to your needs, delivering an excellent flexible service. We want you to feel valued and have trust and confidence in us.”

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