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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 customers and stakeholders 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. 

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 2020/21 ICE SUBMISSION

    We've published our 2020/21 ICE submission. It consists of two sections, a Looking Forward section where we set out the service improvements we will deliver in the coming year and a Looking Back section where we report on the improvements we made last year.

    • Read our 2020/21 ICE submission here.
  • OUR ONLINE ICE WORK PLAN

    You can use our online work plan to view the actions in our latest 2020/21 ICE work plan and look back at our previous years ICE work plans. You can also access useful online resources and outputs using this interactive tool. 

    • You can our latest ICE work plan online here
  • ACTING ON YOUR FEEDBACK - NEW EV CHARGING CONNECTIONS

    The UK government has an ambition that the majority of new cars sold by 2035 should be electric or hybrid. We have seen a significant rise in applications for new and different types of EV charging installations and have developed a new guide and dedicated webpage to help  customers seeking these types of connection. 

  • ACTING ON YOUR FEEDBACK - AUTODESIGN

    Many of our customers want to be able to self-serve and do their own upfront assessments before making an application. We've added to the suite of free, online tools we make available to help them do that with the launch of AutoDesign, our new tool helps guide you to the most viable and cost-effective connections solution and allows you to generate your own free of charge budget estimates. 

  • ACTING ON YOUR FEEDBACK - Local Authority Forums

    Local Authority stakeholders told us it would be useful to have a forum where they could come together to explore new and emerging energy challenges with us, and other local government representatives from our region. We listened and acted on that feedback hosting three forums in the year which focused on topics these stakeholders told us were important.

    • Find out what our stakeholders thought here
  • ACTING ON YOUR FEEDBACK - SPEAK 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 CinC teams on our website, alongside the areas of our network they are responsible for. 

    • Find contacts details for our team here