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INCENTIVE ON CONNECTIONS ENGAGEMENT (ICE)

Ofgems Incentive on Connections Engagement (ICE) runs throughout the 2015 to 2023 regulatory period and 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 future 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 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 and to tell us what we do well and what we could be doing better. It is 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 SERVICE IMPROVEMENT PLANS

    Following extensive consultation with stakeholders, we've published our 2019/20 ICE Looking Forward work plan. Click on the link below to see what we're doing to improve our service for large works connections customers and if you have any comments or feedback on our plan you can email us at ICE@northernpowergrid.com. 

  • OUR ONLINE ICE WORK PLAN

    Our online ICE work plan gives you a real-time update on the status of the actions in our current work plan and allows you to look back at our previous year's service improvement plans. It provides links to useful online outputs and resources for each action and can be filtered to show only those actions applicable to selected stakeholder groups.

    • Use our online ICE work plan here 

     

  • ACTING ON YOUR FEEDBACK - DG OWNER OPERATOR FORUM

    Our generation customers told us that they wanted an operational forum where they could gain up to date outage information and engage with us on regular basis. We listened and acted on that feedback. Generators operating assets in our region can find our more about this forum here and email us yourpowergrid@northernpowergrid.com to take part. 

  • ACTING ON YOUR FEEDBACK - TECHNICAL GUIDANCE FOR GENERATORS

    You asked us how to go about apply for hybrid generation-storage sites, we listened and acted on that feedback producing a technical guidance note for generators. 

    • Read our technical guidance note 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 a network operator we have a responsibility to facilitate new connections required to support this transition and to engage with stakeholders who have an interest in new EV connections. 

    • Find out how we're delivering on this commitment  here

     

  • ACTING ON YOUR FEEDBACK - CONNECTIONS ENGINEER CONTACTS

    You said 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 connect with our engineers direct. 

  • ACTING ON YOUR FEEDBACK - NETWORK RECORDS

    You said having access to detailed network information as important to carry out your own preliminary feasibility studies and to validate the work of others. We listened and implemented a new process whereby customers can request our network data in a format that works with their own IT platforms.

    •  Find out how we're delivering on this commitment 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're delivering on this commitment here