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INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE)

Ofgems Incentive on Connections Engagement (ICE) drives distribution network operators to continually improve service to major connections customers.

ICE gives our connections stakeholders and customers the opportunity to contribute  to our service improvement plans. Each year, we publish a detailed work plan of service improvement commitments. Our work plans are developed together with our connections stakeholders and all our service improvement actions are derived from our customers’ suggestions and feedback. You can view our current ICE work plan here.

We work hard to understand the needs of our connections customers and to continually improve the service we provide. We encourage you to give us feedback on what we do well and what we could be doing better. It's only through this ongoing dialogue we can ensure we are fully meeting your expectations. In the first instance, please send your comments to ICE@northernpowergrid.com. Your feedback will be acknowledged and fed into our ongoing programme of stakeholder engagement and service improvement.


  • OUR 2019/20 ICE MID-YEAR UPDATE

    We've published our ICE mid-year update. This report gives an update on the progress of our 2019/20 ICE commitments and engagement activities. Click on the link below to find out how we've been doing to improve our connections service and if you have any comments or feedback please contact us at ICE@northernpowergrid.com. 

  • OUR ONLINE ICE WORK PLAN

    The online ICE work plan we've developed gives you a real-time update on the status of the actions in our current (2019/20) ICE work plan and allows you to look back at our previous year's service improvement plans. It provides links to useful online resources and outputs for each action and can be filtered to show only those actions applicable to your selected stakeholder group.

    • You can use our online ICE work plan here 

     

  • ACTING ON YOUR FEEDBACK - NEW EV CONNECTIONS

    The UK government has an ambition that the majority of new cars sold by 2040 should be electric or hybrid. As an electricity network operator we have a responsibility to engage with stakeholders to inform them about what we're doing to support the uptake of EVs in our region and development of the infrastructure required to support this transition. 

    • Find out what we've been doing to deliver this commitment  here

     

  • ACTING ON YOUR FEEDBACK - ACCESS TO OUR ENGINEERS

    You told us that being able to pick up the phone and talk to one of our team about was important. Now, whether you're thinking of applying for a new connection and want to explore you options or have an existing project you want to discuss, you can easily find the telephone number of key contacts from our commercial, design and CiC teams on our website, alongside the areas of our network they are responsible for. 

  • ACTING ON YOUR FEEDBACK - TECHNICAL GUIDANCE FOR GENERATORS

    You asked us how you should go about applying for a connection for hybrid generation-storage sites, we listened and acted on that feedback producing a technical guidance note aimed at generators. 

    • You can read our technical guidance note here
  • ACTING ON YOUR FEEDBACK - UPDATES ON CONNECTIONS OFFERS

    You said that it would be useful to have an update on the progress of your offer. This was particularly important for EHV and HV quotations where a 65-day guaranteed standard applies. We listened and now provide customers with an update on their offer mid-way through its preparation.   

    • Find out how we delivered this commitment here