[{"data":1,"prerenderedAt":64},["ShallowReactive",2],{"83h7Z1FhWV":3},{"data":4},{"id":5,"status":6,"title":7,"split":8,"strap":9,"intro":10,"blocks":11,"stats":49,"commitments":50,"next":51},9,"published","Progress against our strategy",3,"Delivering on our strategic priorities","\u003Cp>UK Power Networks delivers a safe, reliable service that meets our customers’ needs, provides value for money and facilitates the transition to Net Zero.\u003C/p>",[12],{"item":13},{"id":14,"title":15,"intro":16,"pages":17,"items":18,"case":48},40,"Progress",null,[],[19,25,31,36,42],{"id":20,"status":6,"sort":21,"title":22,"key":16,"fkey":14,"body":23,"cta":16,"intro":16,"stats":24},141,1,"Ensuring safety of employees and customers","\u003Ch5 class=\"p1\">What this means\u003C/h5>\n\u003Cp class=\"p1\">We make the safety of our employees, contractors and the public our number one priority.\u003C/p>\n\u003Ch5 class=\"p1\">Why this is important\u003C/h5>\n\u003Cp class=\"p2\">We want UK Power Networks to provide a working environment where no one suffers injury or illness because of our actions or inactions.\u003C/p>\n\u003Ch5 class=\"p1\">Our commitments\u003C/h5>\n\u003Cul>\n\u003Cli class=\"p2\">Minimise injuries to our staff as measured by the Total Recordable Injury Rate (accident rate per 100,000 hours worked) striving to be less than 0.05 by the end of the RIIO-ED2 period.\u003C/li>\n\u003Cli class=\"p2\">Reduce the number of third-party overhead line and underground cable strikes by at least 20% over RIIO-ED2 (relative to the average of RIIO-ED1 actuals from 2015–2020).\u003C/li>\n\u003Cli class=\"p2\">Increase our commitment to engage with the public around safety issues, focusing on those who are at highest risk of injury from contact with our networks, by engaging with 300,000 people per year during RIIO-ED2 (vs. 250,000 people per year during RIIO-ED1).\u003C/li>\n\u003C/ul>\n\u003Ch5 class=\"p1\">2023/24 achievements\u003C/h5>\n\u003Cul>\n\u003Cli class=\"p2\">Since becoming an independent company in 2010, our Total Recordable Injury Rate (TRIR)has decreased by 84%. Our TRIR in 2023/24, the first year of RIIO-ED2, was 0.08. Safety remains our top priority and we are intensifying our efforts to reach our commitment of less than 0.05 by the end of the five-year RIIO-ED2 period.\u003C/li>\n\u003Cli class=\"p2\">\u003Cspan class=\"s1\">In 2023/24, we achieved a reduction in third-party strikes of our overheads lines and underground cables of 38% and 62% respectively.\u003C/span>\u003C/li>\n\u003Cli class=\"p2\">In the first year of RIIO-ED2, we engaged with more than 580,000 people through our public outreach programme against a target of 300,000 for the year. This keeps us on target to reach 1.5 million people over the five-year RIIO-ED2 period.\u003C/li>\n\u003C/ul>",[],{"id":26,"status":6,"sort":27,"title":28,"key":16,"fkey":14,"body":29,"cta":16,"intro":16,"stats":30},142,2,"Providing a reliable electricity supply","\u003Ch4 class=\"p1\">What this means\u003C/h4>\n\u003Cp class=\"p2\">We maintain electricity cables and lines across London, the East and South East of England and make sure power flows reliably, safely and securely.\u003C/p>\n\u003Ch4 class=\"p1\">Why this is important\u003C/h4>\n\u003Cp class=\"p2\">Reliable access to electricity is becoming ever‑more crucial, as we decarbonise transport and heating systems, for example by switching to electric vehicles and heat pumps.\u003C/p>\n\u003Ch4 class=\"p1\">Our commitments\u003C/h4>\n\u003Cul>\n\u003Cli class=\"p2\">Improve underlying network reliability (as measured by Customer Interruptions (CIs) and Customer Minutes Lost (CMLs)) by the end of RIIO-ED2.\u003C/li>\n\u003Cli class=\"p2\">Continue to improve our organisational resilience and aim to achieve a 'Good practice' rating against the BS 65000 standard that will be independently assessed by the Emergency Planning College (EPC), by the end of the RIIO-ED2 period.\u003C/li>\n\u003Cli class=\"p2\">Continue to improve our resilience to sophisticated cyber-attacks throughout RIIO-ED2 and comply with the relevant regulations.\u003C/li>\n\u003C/ul>\n\u003Ch4 class=\"p1\">2023/24 achievements\u003C/h4>\n\u003Cul>\n\u003Cli class=\"p2\">In 2023/24, our networks achieved a reliability performance of 99.99%. We ranked number one in the UK for smart grid capabilities in the Singapore Power Group’s Smart Grid Index.\u003C/li>\n\u003Cli class=\"p2\">Working with the Cabinet Office Emergency Planning College, we have aligned ourselves to the British Standard, BS 65000:2014 Guidance on organisational resilience. In our latest baseline review conducted in September 2021, we beat our target by achieving the highest possible maturity rating for 'Risk Management' and 'Leadership and Culture' and received the next highest rating in the remaining three categories.\u003C/li>\n\u003Cli class=\"p2\">We attained our Network and Information Systems (NIS) Cyber Assessment Framework Basic Profile in Dec 2023 and are planning for an enhanced profile attainment.\u003C/li>\n\u003C/ul>",[],{"id":32,"status":6,"sort":8,"title":33,"key":16,"fkey":14,"body":34,"cta":16,"intro":16,"stats":35},143,"Ensuring customer satisfaction","\u003Ch4 class=\"p1\">What this means\u003C/h4>\n\u003Cp class=\"p2\">We continue to improve existing services to meet customers’ evolving needs.\u003C/p>\n\u003Ch4 class=\"p1\">Why this is important\u003C/h4>\n\u003Cp class=\"p2\">We want to ensure that our customers have the best possible service from us. We are always on the lookout for ways to improve what we do and how we do it.\u003C/p>\n\u003Ch4 class=\"p1\">Our commitments\u003C/h4>\n\u003Cul>\n\u003Cli class=\"p2\">Maintain our position as the best service provider over the RIIO-ED2 period. We aim to be the No.1 DNO Group as measured by customer satisfaction, or to achieve at least a 93% score on average across our networks in each year of RIIO-ED2, whichever is higher.\u003C/li>\n\u003Cli class=\"p2\">Resolve customer complaints quickly, improving customer satisfaction against our RIIO-ED1 baseline performance in each year of RIIO-ED2. We will target 89% 1st day resolution and 99% 31-day resolution.\u003C/li>\n\u003Cli class=\"p2\">Monitor and measure customer service in segments: those who are vulnerable, those using LCTs, and small businesses. We aim to be the No.1 DNO for customer satisfaction in those segments or to achieve at least a 93% score on average across our networks in each year of RIIO-ED2.\u003C/li>\n\u003C/ul>\n\u003Ch4 class=\"p1\">2023/24 achievements\u003C/h4>\n\u003Cul>\n\u003Cli class=\"p2\">We have maintained our position as the number one service provider after having been ranked 1st in Ofgem’s Broad Measure of Customer Satisfaction with a 94% customer satisfaction; our best ever score.\u003C/li>\n\u003Cli class=\"p2\">Remained in the top 10 list of best customer service providers by the Institute of Customer Service (ICS) across all UK industries. Our customer complaints 1st day resolution rate is 91% and our 31-day resolution rate is 99%.\u003C/li>\n\u003Cli class=\"p2\">Ranked 1st for stakeholder engagement and consumer vulnerability for fifth year in a row. We are ranked No.1 DNO group for customer satisfaction in the low-carbon technology segment.\u003C/li>\n\u003C/ul>",[],{"id":37,"status":6,"sort":38,"title":39,"key":16,"fkey":14,"body":40,"cta":16,"intro":16,"stats":41},144,4,"Delivering value for money","\u003Ch4 class=\"p1\">What this means\u003C/h4>\n\u003Cp class=\"p2\">We deliver the lowest possible bills by driving efficiency and innovation in everything we do.\u003C/p>\n\u003Ch4 class=\"p1\">Why this is important\u003C/h4>\n\u003Cp class=\"p2\">We provide an essential service, so we take every opportunity to maximise value for our customers, and keep our part of the bill low.\u003C/p>\n\u003Ch4 class=\"p1\">Our commitments\u003C/h4>\n\u003Cul>\n\u003Cli class=\"p2\">Our DSO function to deliver up to £410m reduction in load related expenditure during RIIO-ED2 through increased competition and use of Low Voltage (LV) flexibility, including at the domestic level.\u003C/li>\n\u003Cli class=\"p2\">Keep our costs down by taking a flexibility and energy efficiency first approach over RIIO-ED2 and will market test all network needs before considering reinforcement. These needs to be procured through a range of long-term and short-term markets and products, which are inclusive by design and ensure no customer is left behind in the energy transition.\u003C/li>\n\u003C/ul>\n\u003Ch4 class=\"p1\">2023/24 achievements\u003C/h4>\n\u003Cul>\n\u003Cli class=\"p2\">We continue to remain the lowest cost DNO in 2023/24. This means our customers pay 22% less than the industry average.\u003C/li>\n\u003Cli class=\"p2\">£91m benefits in 2023/24 by using flexibility to deliver capacity, saving the cost of distribution network reinforcement. As committed in the business plan, we are on target to deliver £410m benefits during the RIIO-ED2 period.\u003C/li>\n\u003Cli class=\"p2\">We continue to run long-term tenders twice a year. We awarded over 1.5 GW of contracts and dispatched 7.8 GWh of flexibility in 2023/24, a seven-fold increase on 2022/23. We continue to operate the most accessible flex markets in GB, with c30,000 households currently participating.\u003C/li>\n\u003C/ul>",[],{"id":43,"status":6,"sort":44,"title":45,"key":16,"fkey":14,"body":46,"cta":16,"intro":16,"stats":47},145,5,"Innovating to facilitate the transition to Net Zero","\u003Ch4 class=\"p1\">What this means\u003C/h4>\n\u003Cp class=\"p2\">Innovation is central to our vision, as we strive to be the most innovative of all the Distribution Network Operators.\u003C/p>\n\u003Ch4 class=\"p1\">Why this is important\u003C/h4>\n\u003Cp class=\"p2\">Our openness to new and better ways of working is the driving force behind our success. That is why we are continuing to lead the industry in preparing the electricity infrastructure and network for transition to Net Zero.\u003C/p>\n\u003Ch4 class=\"p1\">Our commitments\u003C/h4>\n\u003Cul>\n\u003Cli class=\"p2\">Allocate £25m Network Innovation Allowance (NIA) funding over the RIIO-ED2 period, of which £20m will go to third parties, targeted to ideas that deliver wider societal benefits.\u003C/li>\n\u003Cli class=\"p2\">Over RIIO-ED2 we will deliver 1 GW of distributed energy resources (DER) capacity at no more than £8m, using smart interventions and new innovations, reporting progress in our annual business plan.\u003C/li>\n\u003C/ul>\n\u003Ch4 class=\"p1\">2023/24 achievements\u003C/h4>\n\u003Cul>\n\u003Cli class=\"p2\">In the first year of RIIO-ED2, 2023/24, we have deployed three innovative solutions into our everyday business as usual operations resulting in £0.9m of customer savings due to innovation.\u003C/li>\n\u003Cli class=\"p2\">In 2023/24, we have spent £2.9m on innovation projects with 85% of funding to third parties.\u003C/li>\n\u003Cli class=\"p2\">In 2023/24, we have delivered 0.3 GW of distributed energy resources (DER) and are on track to deliver 1 GW of DER capacity at no more than £8m over RIIO-ED2.\u003C/li>\n\u003C/ul>",[],[],[],[],{"id":52,"status":6,"title":53,"split":16,"strap":54,"intro":55,"next":56,"blocks":57,"stats":60,"commitments":63},10,"A responsible business","Our approach to responsible business","\u003Cblockquote>\n\u003Cp>We are committed to conducting our business responsibly; this is a fundamental element of the values that shape our purpose. Making integrity our watchword means that we consistently make ethical decisions, fostering a culture where responsible decision-making is central to our every action.”\u003C/p>\n\u003C/blockquote>\n\u003Cp>\u003Cstrong>Suleman Alli\u003Cbr>\u003C/strong>Director Finance, Customer Service and Technology\u003C/p>\n\u003Chr>\n\u003Cp>Responsible decision-making is at the core of our approach to business and is in line with our vision to be a respected and trusted corporate citizen. We welcome the opportunity to stand up and be counted for the way we look after the environment, the customers we serve – especially those whose circumstances mean they need extra support – and the people who work to make UK Power Networks the responsible business it is.\u003C/p>\n\u003Cp>At UK Power Networks, our vision is to be, consistently, the best performing organisation in our sector in the UK. Central to this vision is our commitment to delivering services that meet our customers’ needs at the lowest possible cost, while maintaining sustainability at the heart of our strategy. We believe that sustained high performance can only be achieved through a balanced approach across all our activities.\u003C/p>\n\u003Cp>Responsibility guides how we conduct our business; this is underpinned by a defined set of values that shape our operations. Upholding integrity is fundamental; it fosters a culture where ethical decision-making is ingrained in every aspect of our work.\u003C/p>\n\u003Cp>Sustainability at UK Power Networks extends beyond reducing our carbon footprint; it encompasses how we support and develop our employees, innovate for Net Zero solutions, and collaborate to benefit the communities we serve. Our ongoing efforts in these areas are detailed further in the following sections.\u003C/p>\n\u003Cp>Recognising our pivotal role in facilitating the UK’s transition to a Net Zero society by 2050, it is one of our key priorities to ensure that our electricity network has the capacity to support the decarbonisation of transport and heating, alongside connecting renewable energy sources to meet rising demand.\u003C/p>\n\u003Cp>In leading the industry towards sustainable practices, we have pioneered the establishment of the first independent Distribution System Operator (DSO) with its own oversight board (see more about this \u003Ca href=\"/operational-performance/value-for-money\">here\u003C/a>). This structure ensures that our DSO investment proposals are critically reviewed, so customers’ interests are always the primary focus. Innovative strategies, such as incentivising customers to adjust energy usage – known as network flexibility – will reduce asset expenditure by £410 million over the next five years, reducing demand for raw materials and minimising disruption caused by digging up the streets.\u003C/p>\n\u003Cp>Acknowledging the economic challenges faced by our customers, we are intensifying our support for them. Collaborating closely with local authorities, we have matched their cost-of-living support funds and we will be providing £4m annually to support their activities.\u003C/p>\n\u003Cp>Additionally, our dedicated DSO team offers free guidance to local and county councils and other planning bodies as they develop and implement their Net Zero plans.\u003C/p>\n\u003Cp>A sustainable business approach has always been - and will continue to be - integral to our strategic framework.\u003C/p>",11,[58,59],59,58,[61,62],22,23,[],1737733128543]