Northern Gas Networks recognised for supporting vulnerable customers

Northern Gas Networks (NGN) has been recognised for the support it offers to vulnerable customers.

Northern Gas Networks recognised for supporting vulnerable customers

The company achieved the BS 18477 standard in recognition of the support it offers to its customers in identifying and responding to customer vulnerability.

BS 18477 is a voluntary standard which is awarded by the British Standards Institution (BSI) and recognises critical procedures that organisations have in place to ensure inclusive services are available and accessible to all consumers equally, regardless of their personal circumstances.

The audit held over five days engaged with a cross section of colleagues including directors, process owners, support services and operational colleagues, in order to ensure that inclusive service methods are embedded across the company.

NGN’s head of social strategy, Tom Bell, said: “We are extremely proud that we have been verified as achieving this standard.  

“We work very hard to understand the impact of what we do from our customers perspective, taking into account individual circumstances and responding accordingly with sensitivity and a desire to get it right. 

“This accreditation is testament to our hard work and commitment over the last two years and reflects our ambition to look after all of our customers, including those that are more vulnerable.” 

 BS 18477 was established by the British Standards Institution (BSI) to protect customers in vulnerable situations who are often at greater risk and find it more difficult to exercise their rights.


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