London Collaboration Forum - SGN

London Collaboration Forum Finding a better way for London

CONSULTATION (April 2016)

London Collaboration Forum We’d like to start by first thanking you for attending and participating at our first London Collaborative forum. We hope you found the day as valuable as we did. However, this is where the hard work starts. We’re committed to working with you to find a better way for London. We recognise we don’t have all the answers on our own, but between us we can make a real difference to how we undertake work on London’s streets, and how communities are best supported to ensure those who need help the most receive it. Within this document you’ll find a high level overview of the many points of feedback you gave us back in February. We’d like you to take the time and review this to ensure we’re on the right lines, are intending to tackle the most important issues, and haven’t missed anything you’d consider a priority. Please take your time to digest the areas we intend to tackle from our Streetworks and Customer and Community focus groups. We welcome all feedback, this is another opportunity for you to get across any points you may feel weren’t addressed on the day. Once we’ve received your feedback we’ll write to you again with our commitments. Some may be quick wins and others may take a little longer to bring to life and require your support. We hope this is the beginning of a different chapter when it comes to operating in London, and the best practice we create here can be shared and support our other major cities. Yours gratefully Denis Kerby and Ed Syson

London Collaboration Forum Streetworks focus group We focused on two main areas; Introduction to streetworks, and Innovation and no-dig techniques. From your feedback we have identified three deliverable outcomes from both areas where we think we can make the biggest difference. Introduction to streetworks 1. Plan for the long term future, looking to link with London Mayor’s 2050 Infrastructure plan. 2. Plan for the short term by investigating the potential to hold a workshop with every Local Authority of London to understand drivers and support deliverables 3. Utilise HAUC forum for driving outputs, to deliver improved changes and disseminate key messages Innovation and no-dig techniques 1. Continue to invest in innovation and raise awareness of the benefits of the new technology we’re employing and showcase to drive best practice 2. Share improvements made to existing working methods across other utilities 3. Promote and educate about the importance of STEM jobs across our capital. Recruit to support our future needs as well as our immediate. In summary, we recognise we have an important part to play in London’s infrastructure. We transport a fuel choice people want to see preserved. To do that we need to maintain, extend and replace our network to ensure safety and reliability. How we do that is key.

Consultation question Do you agree with our outcomes or are we missing anything fundamental we should be including? Should we be prioritising any of these? If so, which ones? What does success in these areas look like to you? And, how should we measure and report on it?

London Collaboration Forum Customer and community focus group We focused on two main areas; Supporting those who need help the most, and Fuel poverty. From your feedback we have identified three deliverable outcomes from both areas where we think we can make the biggest difference. Supporting those who need help the most 1. Conduct a case study on the good work done by London Borough of Islington and use this to inform best practice 2. Promote and educate on the benefits of the Priority Service Register (PSR) 3. Look at the feasibility of hosting a Carers Convention – bringing together industry experts with third party organisations to ensure referral networks are developed to the best of their ability Fuel poverty 1. Use the G15 and L9 forums to raise profile and effect change 2. Educate Local Authorities’ on safety measures available so gas can be considered a fuel of choice in sheltered and residential housing 3. Raise awareness of the fuel poverty scheme through the private rented sector In summary, we want to make every contact count and positively impact lives. We’re in a fortunate position where we are in people’s homes daily and see the best and worst society provides. We want to make sure we play our part and everybody gets the service they are entitled to.

Consultation question Do you agree with our outcomes or are we missing anything fundamental we should be including? Should we be prioritising any of these? If so, which ones? What does success in these areas look like to you? And, how should we measure and report on it?

London Collaboration Forum Future events and communications Your feedback has told us you find this event useful, but we could make some changes to the format of the day, and how we best support the day. We also need to communicate better, build on existing relationships and create new relationships. From your feedback we intend to: 1. Hold two separate events, one focused on streetworks and one on customer and community in February next year 2. Hold a similar event to this one bringing the two focus sessions together (Probably around June 2017) 3. Create a regular newsletter promoting the good work being done in London 4. Invite other utilities to become more involved

Consultation question Do you agree with our planned approach or are we missing anything fundamental we should be doing? Should any of these outputs take priority? If so, which one? What does success in these areas look like to you? And, how should we measure and report on it?

London Collaboration Forum Supporting data gathered from the event. At the event we asked you to complete feedback forms, this is how you responded: Q1. Which working group did you attend?

0%

10%

20%

30%

40%

50%

Streetworks

60%

70%

80%

90%

100%

Customer and community

Q2. Based on your experience today, please indicate whether you agree or disagree with each of the following statements

I enjoyed attending the London Collaboration Event

The event was well organised and structured The areas covered during the day were of interest to me and my organisation The venue and facilities were fit for purpose 0%

Strongly disagree

Disagree

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Neither agree nor disagree

Agree

Strongly agree

70%

80%

Q3. Overall, how satisfied were you with today's event?

0%

10%

20%

Very dissatisfied

30%

Fairly dissatisfied

40%

50%

60%

Neither satisfied or dissatisifed

Fairly satisfied

90%

100%

Very satisfied

Q4. Do you feel that it would be beneficial to hold events like these in the future?

0%

10%

20%

30%

40%

50%

Yes

60%

No

70%

80%

90%

100%

London Collaboration Forum We asked you which part of our event you found most useful and why? Your answers varied, however they were underpinned with a lot of similarities. Your feedback said you enjoyed the format of the day, and found the forum enabled you to: • • • • • • • • •

Hear other people’s views and responses Provide feedback Listen to important industry issues and what the future holds Create new relationships Listen to and share ideas and experiences Become more informed and inform the audience Network with people and organisations you wouldn’t usually work with or talk to See what isn’t working and how improvements can and need to be made Better understand vulnerable issues you had previously been unaware of

You hope this will lead to: • • • • • • • •

Improved communication and raised awareness More people taken out of fuel poverty Better support for those who need it the most Improved working relationships Sharing of innovative techniques and ideas Enhancing all our knowledge and understanding each other’s drivers Embracing new technology and improvements to existing working methods The increased development of robotic technology

London Collaboration Forum We asked, if we hold future events, what you would like us to do differently? If there was any further information you would like to see on the topics covered, if there were other topics you’d like to explore as a group, and what you would like to see as a result of this forum. You suggested: • • • • • • • • • • • • • • • • •

Make the breakout session longer and broader A national event involving all the Gas Distribution Networks Hold a session focused on taking forward innovations and collaboration A focus on communication methods and messages A review on ideas and how they have been progressed further Provide an opportunity to attend both the streetwork and customer sessions List a top 3 issues and bring a workshop together to address them with actions Tackle the effectiveness of HAUC - use HAUC as a forum for progressing outputs Involve more organisations Ensure real outputs/next steps Host a session specifically aimed at London borough local authorities. Consult on outcomes and make input effective Use this forum to firm up and combine common outcomes (like the Olympics) where our customers benefit Make the workshops more solution based – Working towards agreed consistency and collaboration Look to develop a wider industry strategy to ensure the industry develops and grows to meet customer demand. Future proof training to make sure younger generation become involved by this great industry Publish the results of the groups and arrange follow ups (possibly via meetings or small working groups) to check on the progress of some of the issues raised

London Collaboration Forum Contact details and Attendees Guest speakers Ofgem

Paul Branston

[email protected]

IGEM

Sarb Bajwa

[email protected]

NJUG

Bob Gallienne

[email protected]

GDN representatives SGN

Margaret Hunter Robbie Stevenson Danny Symes Tracey McIntyre Richard Buckley Anne Hunter Paige Roberts David Manning Denis Kerby

Head of Stakeholder Engagement Social Strategy Manager Stakeholder Strategy Manager Head of Operations General Manager (London) Senior Events Manager Events Co-ordinator Director of Stakeholder Relations Director of Communications

[email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected]

Ed Syson Debbie Mitchell

Director of Gas Operations Stakeholder Strategy and Customer Manager Stakeholder Strategy Manager Strategic Streetworks Manager Strategy Implementation Manager – Social Programmes Replace and Extend Stakeholder Delivery Manager Senior Project Manager Public Affairs Head of London Network Stakeholder Delivery Streetworks Manager

[email protected] [email protected]

Gemma Norton Paul Gerrard Jo Giles Stuart Easterbrook Neil Bethell Richard Walsh Phil Clarke Katherine Iles Tina Preston

National Grid

[email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected]

London Collaboration Forum Affinity Water [email protected] [email protected] Kent County Council David Latham [email protected] Ofwat Yvette London [email protected] Lambeth Council Laura Markey [email protected] Rigt2Fuel Hugh Goulbourne [email protected] Alzheimer’s Society Esther Watts [email protected] London Borough of Bromley Billie Leperniere-Jones [email protected] Amy Herve [email protected] Royal Borough of Greenwich Sandy Ranasinghe [email protected] Balfour Beatty Services Tom Lambert [email protected] Keith Langley [email protected] Nick Ross [email protected] London Borough of Hackney Brian Foxton [email protected] Royal Voluntary Services Heather James [email protected] Bexley Council Sophie Cornell [email protected] London Borough of Hammersmith and Fulham Michael Allen [email protected] SSE Alison Dean [email protected] London Borough of Islington Barry lucas [email protected] Greg Jones [email protected] Thames Water Peter loft [email protected] Colin Bryant [email protected] CBI London Suzi Hanratty [email protected] Greenwich Council Paul Scotter [email protected] Ian Allen Joe Cutillo

Geraint killa Mark Wilson Steven Bender Ian Law Graeme Cleeton James Kerry Brian McDonnell Anis Dandy Cody Prior Colin Smith Anne Morley Gill Morris Hollie Nicholls Peter Sumby Craig Anderson Andy Chaplin Rob James Bob Wormald Paul Chandler Martin low Peter Martin Jane Smith Andrew Herbert

Transport for London [email protected] [email protected] City of London [email protected] London Borough of Southwark [email protected] tRIIO [email protected] DECC [email protected] Metropolitain Police [email protected] UKPN [email protected] [email protected] [email protected] DfT [email protected] National Right to Fuel Campaign [email protected] ENA [email protected] NEA [email protected] Warm Wales CIC [email protected] Foundation Independent Living Trust (FILT) [email protected] Network Rail [email protected] [email protected] Westminster City Council [email protected] [email protected] Gas Safe Register [email protected] NJUG [email protected] Yorkshire Energy Solutions (YES) [email protected]