Phoenix Energy Responsible Business Report 2026

Looking after our Network

Stakeholder Engagement in Action

Alongside Phoenix’s regular stakeholder engagement, we recognise that some activities require targeted engagement with local communities to ensure our work is shaped by their needs and delivered with minimal impact. We take part in key industry events, such as the NI Energy Summit, and work closely with the NI Gas Network Operators to support the development of a biomethane industry in Northern Ireland. ,Q SDUWQHUVKLS ZLWK *XLGHKRXVH DQG 3DVVLY 8. ZH UHFHQWO\ EURXJKW together stakeholders from across the energy sector for workshops WR UHYLHZ DQG FRQWULEXWH WR RXU SURSRVDOV WR XQGHUWDNH D ODUJH VFDOH hybrid heating trial in NI. Customer Touchpoint Surveys We launched a new programme of customer surveys to gather direct feedback at key stages of the customer journey and ensure our service standards remain high. Surveys were implemented for unconnected customers through Energy Advisor appointments, with IXUWKHU VXUYH\V SODQQHG IRU FRQQHFWHG FXVWRPHUV DQG IRU WKH SRVW FRQQHFWLRQ VWDJH GHOLYHUHG GLJLWDOO\ YLD 45 FRGH 7KLV DSSURDFK enables us to listen to customers in real time and continually enhance the service they receive. We continued with regular engagement with MLAs and councillors as reinforcement works progressed into 2025. We also undertook essential gas maintenance along the Comber Greenway, supported by extensive engagement before, during and after works to keep communities informed and ensure local considerations were built into delivery.

The Phoenix Energy network comprises over 4,100km of pipeline making gas available to more than 373,500 homes and businesses. The network is modern, constructed with high density polyethylene pipe in conjunction with the latest remote monitoring technology, ensuring sector leading reliability and the continued safe and secure supply of gas for our customers. Phoenix Energy operates an internationally accredited Asset Management System with continuous measurement and analysis of network performance data. This ensures we can take the decisions necessary to maintain high performance levels over the long term.

Asset Replacement •

Continued investment in the natural gas network to provide the highest standards of service, safety and supply. • Series of asset replacement activities for consumer installations in line with advised warranty and regulatory timescales. • In 2025, we completed 16,500 asset replacement jobs across the year. Network Operation • 24/7 Network Control Room, emergency call centre and emergency response team in operation. • We set a standard of attending high priority calls within one hour of them being reported and achieved this on 99% of occasions in 2025. • Network monitoring points at key strategic locations which relay key information on gas pressure, supply and security with outputs monitored by the control centre. Network Performance • Real time analysis of network performance. • Real time condition assessment and analysis undertaken across the network. • In 2025, we completed 55,000 jobs as part of our routine and responsive maintenance programme.

97 % * of our customers rated their energy advisor experience 'Excellent'

We participated in more than 20 industry events

We completed the Upper Newtownards Road Reinforcement project

We carried out over 500 stakeholder engagements

* Based on 168 responses, surveys between September 2025 and April 2026

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Responsible Business Report 2026

Responsible Business Report 2026

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