Member Article

New Northern Powergrid website to power improved customer service

Northern Powergrid, the North East’s electricity distributor, has successfully launched a new website to meet the needs of the 3.9 million domestic and business customers it serves every day.

Developed following extensive customer research and feedback, northernpowergrid.com is compatible with tablet and smartphone technology offering people access to more information and services while on the move.

A simple, customer-focused menu with clear service-driven icons will help people find their way around the site.

It will offer customers useful information about what to do if their power is off; how to organise moving or creating a new electricity connection, and latest news on investments to improve the reliability and safety of the region’s electricity network.

Northern Powergrid, which invests around £1 million a day on its network, has also introduced a personalised account option so customers can sign up through the website to receive information about local investments and any potential power cuts in their community.

Head of customer service at Northern Powergrid, Kelly Graham, said: “Our new website has been created with the needs of our customers in mind and they are increasingly telling us that they want to be able to go online for information and to access our services.

“We’ve worked closely with a wide range of our customers throughout its development and have listened to what they want to see, in order to create the best possible web experience for them.

“We know that our customers want a fast, responsive website and we have created a simple menu and powerful search function to help people find the information they need quickly in the future.

“Our latest research found that eight out of ten people don’t know who to contact during a power cut so we see the new website as vital in supporting customers who may be using mobile technology to search for information if their power is off.

“With the winter months approaching, and the potential for bad weather to affect our network, we would encourage people to take a few minutes in the coming weeks to visit the site and find out more about how to be prepared for a potential power cut.

“Customers with a disability, medical condition or very young families, who may need additional support during a power cut, can also find out more about our Priority Services Register and how to sign-up online for themselves or a relative.”

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