Performance - communities

At National Grid we bring energy to life and work hard to exceed the expectation of our communities. We want to see the communities where we live and work thrive and be economically strong. 

We support communities through employee volunteering, providing community grants and working in partnership with local charities and community groups. 

Last year our overall additional contribution to the communities where we live and work was valued at £12.3 million.

Network reliability

Our principal operations, delivering energy every second of every day, are critical to the functioning of the economies and communities we serve. The reliability of our energy networks is one of our highest priorities after safety.

Network reliability is measured separately for each of our business areas. The table below provides a simple visual representation of our performance across our networks.

Table: Network reliability

  Target/ base%16/17 

UK Electricity Transmission

UK Gas TransmissionT10099.97500not achieved
UK Gas DistributionT99.99999.998not achieved
US Electricity TransmissionB99.999.97no target
US Electricity DistributionB99.999.994no target

– Target
B – No target set or set individually by each jurisdiction. Accordingly, we set a base and report performance above the base.

Customer service

In the UK to measure the degree to which our customers are satisfied with the service we provide we report against targets set by Ofgem for our UK Electricity Transmission, UK Gas Transmission and UK Gas Distribution using customer satisfaction scores.

In the US we now use the Customer Trust Advice survey metric for US Residential customers. This survey focuses on the services we provide and the overall satisfaction of the customer with National Grid, asking about the level of trust they have in our advice to make good energy decisions.

The table below summarises how we measure customer satisfaction and also shows our targets for each business area.

Table: Customer satisfaction

UK Methodology: RIIO-related metrics agreed with Ofgem. Measure: score from surveys.
US Methodology: Customer trust advice metric. Measure: score from surveys.

UK Electricity Transmission7.57.4


UK Gas Transmission7.68.0


UK Gas Distribution8.4



US – Residential3


1. Figures represent our baseline targets set by Ofgem for reward or penalty under RIIO. The maximum score we can receive is 10.
2. Our customer satisfaction results are reported on an annual basis with the results being published later this year.
3. Our customer satisfaction figures have changed from using the JD Power survey measure to the Customer Trust Advice survey metric. The new survey specifically focuses on the services we provide to our customers and better represents their views of us.

Community investment

We support the communities in which we live and work, providing positive benefits and helping them to thrive. We do this by being responsible citizens, employee volunteering, fundraising for good causes, investing in community organisations and providing community grants.

During 2016/17 we:

  • invested over £12.3 million to support community initiatives and relationships across our operations1.
  • raised over £370,000 in the UK for good causes and provided over 18,465 hours of support to community projects. In October 2016 we announced our new UK employee-chosen charity partner – Alzheimer’s Society. We continued to support our Power to Serve employee volunteering programme in the US, which promotes our stewardship and safety principles.
  • worked with 36 local United Way chapters in communities across the US territory, providing total contributions of nearly $3 million per year, including employee pledges and ‘matching’ corporate donations.  
  • completed over 29,500 quality interactions with young people on STEM subjects (Science, Technology, Engineering and Maths). We measure a quality interaction being one that is greater than one hour in duration. 
  • scored 93% in Business in the Communities Corporate Responsibility Index, equalling our performance in 2016. 
  • contributed £1.5bn total tax to the UK exchequer.

1. The London Benchmarking Group methodology was again used to assess this overall community investment. In addition to our donations, financial support was provided for our Affordable Warmth programme, education programme, and our Young Offenders programme.

Total community investment (£million)

12 Total community investment (£million)-.png


Community investment by type 2016/17

13 Community investment by type 2016-17-(£million)-.png


Employee volunteering

Our employees have continued to volunteer in their local communities, giving their time, skills and enthusiasm to support a wide range of projects.

Our UK employees provided over 18,400 hours of voluntary support to community projects across the country and raised over £370,000 for good causes. In October 2016 we announced our new UK employee-chosen charity partner was the Alzheimer’s Society. We aim to raise £250,000 for them.

We have continued to support our Power to Serve employee volunteering programme in the US, which promotes our stewardship and safety principles. It seeks to be involved in existing community service projects, as well as creating new volunteering experiences for our employees that will benefit our local communities.

Supporting education and employability

National Grid’s UK and US employees and charity partners have given over 29,500 quality interactions of over one hour to young people, encouraging the development of the skills and capabilities needed to gain meaningful employment. We focus on Science, Technology, Engineering and Maths (STEM) subjects because not enough young people are taking these subjects, presenting a recruitment challenge to engineering based companies like ourselves.

The Engineering UK report 2017 concluded that engineering companies are projected to need an additional 186,000 engineers each year through to 2024. Although there are some positive signs, as engineering and technology degrees are up 9 percent, demand for graduates for engineering roles continues to outstrip supply. To meet these challenges we are helping schools, parents and children to see engineering as a modern, dynamic, desirable career with a great future. 

Our employees act as education ambassadors volunteering their time for a range of activities including STEM enrichment, careers education and work experience programmes. A number of young people in the US start their journey into the energy industry through our Engineering Our Future programme and go on to join our Company.

More widely we continue to support  our partnership with the Center for Energy Workforce Development on its ‘energy industry fundamentals’ and we work with veterans through the US Troops to Energy Jobs programme. This is designed to help veterans make the transition from military service to the energy/utility industry.

In the UK, EmployAbility – Let’s work together is our employee-led supported internship programme for young people aged 17- 25 with special educational needs and disabilities (SEND). 

The programme aims to raise aspirations and significantly improve the likelihood of a young person with learning disabilities achieving paid employment by the provision of supported work placements. 

Currently only 6% of people with learning disabilities are in paid employment in the UK. 

In 2016/17 we provided 25 placements at five of our office locations. We have achieved great results so far with 60% of our supported interns going into paid employment. We want to encourage other businesses and SEND schools/colleges to work together to overcome the challenge of low paid employment prospects for young people with learning disabilities.

Performance - environmental sustainability

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Performance - people

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