Annual report for infrastructure developers 2017This document has been produced following a review by the UK Regulators Network (UKRN) of the experience of those involved in infrastructure installation, or otherwise undertaking work in proximity to a utility company’s assets, including those of the rail network – so called ‘cross-sector infrastructure interactions’. About this document Contents The review found many examples of good practice in management relationships with clients, but also room for improvement. A need was identified for clearer contact information, greater clarity about process, service standards and the terms and conditions of asset protection agreements and related contracts. An annual report formed one part of the recommendations UKRN identified to improve the situation for both clients and incumbent networks. Our Annual Report draws on management information collected throughout the year and provides an opportunity to take stock of progress at meeting the good practice principles set out by UKRN and the performance of services supplied to clients, principally as set out in our Accessing our services document. ................................................... 2 SGN Annual report for infrastructure developers 2017 3SGN Annual report for infrastructure developers 2017 About us 4 How we’ve performed 6 Major projects - key highlights 12 Customer feedback 16 Meeting the good practice principles 19 Key changes to process 24This document has been produced following a review by the UK Regulators Network (UKRN) of the experience of those involved in infrastructure installation, or otherwise undertaking work in proximity to a utility company’s assets, including those of the rail network – so called ‘cross-sector infrastructure interactions’. About this document Contents The review found many examples of good practice in management relationships with clients, but also room for improvement. A need was identified for clearer contact information, greater clarity about process, service standards and the terms and conditions of asset protection agreements and related contracts. An annual report formed one part of the recommendations UKRN identified to improve the situation for both clients and incumbent networks. Our Annual Report draws on management information collected throughout the year and provides an opportunity to take stock of progress at meeting the good practice principles set out by UKRN and the performance of services supplied to clients, principally as set out in our Accessing our services document. ................................................... 2 SGN Annual report for infrastructure developers 2017 3SGN Annual report for infrastructure developers 2017 About us 4 How we’ve performed 6 Major projects - key highlights 12 Customer feedback 16 Meeting the good practice principles 19 Key changes to process 24We maintain and operate around 300 Pressure Reduction Stations, 1,000 above ground installations and 38,500 other assets which control pressure or allow inspection and maintenance of our pipelines. We also replace around 1,000km of older metallic pipes each year with new polyethylene pipes as part of our mains replacement work. This ensures our network is fit for the future and can continue to deliver gas safely and reliably in the years to come. Our vision and strategic priorities shape who we are. They ensure we employ the highest safety standards, strive for the best levels of service and put customers at the centre of everything we do. We also know we are expected to do our work in a way that causes minimum impact on our environment. We serve communities and businesses across many local authorities and we have a well-established stakeholder engagement strategy which sets out the way in which we listen and respond to the needs and ideas of our stakeholders to improve our decision making and achieve better outcomes for all. We share our network footprints with at least 15 other utility network companies. This includes electricity distribution companies such as Scottish & Southern Electricity Networks, UK Power Networks and SP Energy Networks as well as water supply companies such as Southern Water, Thames Water and Scottish Water. Many of our pipes cross bridges, rivers and railway lines as well as private land and we provide daily guidance and support to a range of organisations about how to work safely near our assets. We engage closely with those whose assets we may wish to interact with or are otherwise impacted by our operations. Similarly, we engage with infrastructure providers and other utility companies who may wish to work near to our pipes and network equipment. Whether you require access to our network maps, information on whether our pipes need to be diverted to accommodate your project, information on how to connect your development to our network or guidance and advice on your green gas development, we are dedicated to making access to our services quicker, easier and cheaper. About us Keeping energy affordable Improving our service Supporting our communities Keeping the gas flowing safely Objectives Involving our stakeholders We engage with our stakeholders at the right time in the right way to help us deliver a better service Our commitment We go out of our way to exceed customer expectations We’re innovating for a safe, secure and sustainable future for our network Meeting expectations + We meet our customers’ expectations by exceeding our commitments under RIIO We meet our stakeholders’ expectations by focusing on Our 2016/17 priorities Dedicated to keeping our customers safe and warm by leading the way in energy delivery. Our vision Sustaining our future We manage the network that distributes natural and green gas to 5.9 million homes and businesses across Scotland and the south of England. Whoever your supplier is, our pipes deliver gas safely, reliably and efficiently to every one of our customers. It's your gas, in our network. We operate 3,100km of high pressure pipelines known as the Local Transmission System (LTS) operating at pressures between 7 to 85barg and 72,000km of distribution pipes that transport gas to homes and businesses operating at pressures up to 7barg. We are committed to excellent customer service and in addition to the significant level of informal interaction we undertake at a local level, we have, in the past year: ŸHandled 191,463 calls to our Customer Service Centre, over 500 a day ŸLogged 123,574 enquires ŸResolved 1,939 complaints Working on an annual cycle, we use our ‘Moving Forward Together’ workshops to engage with key stakeholders such as other utility network companies, infrastructure developers and local authorities to understand whether they believe we are focusing on the right priorities. At the workshops, we share the progress we have made in the year and we ask for stakeholders’ input to help us to determine strategic priorities for the forthcoming year. If you are interested in attending one of our workshops, please email us at lets.chat@sgn.co.uk 4 SGN Annual report for infrastructure developers 2017 5SGN Annual report for infrastructure developers 2017We maintain and operate around 300 Pressure Reduction Stations, 1,000 above ground installations and 38,500 other assets which control pressure or allow inspection and maintenance of our pipelines. We also replace around 1,000km of older metallic pipes each year with new polyethylene pipes as part of our mains replacement work. This ensures our network is fit for the future and can continue to deliver gas safely and reliably in the years to come. Our vision and strategic priorities shape who we are. They ensure we employ the highest safety standards, strive for the best levels of service and put customers at the centre of everything we do. We also know we are expected to do our work in a way that causes minimum impact on our environment. We serve communities and businesses across many local authorities and we have a well-established stakeholder engagement strategy which sets out the way in which we listen and respond to the needs and ideas of our stakeholders to improve our decision making and achieve better outcomes for all. We share our network footprints with at least 15 other utility network companies. This includes electricity distribution companies such as Scottish & Southern Electricity Networks, UK Power Networks and SP Energy Networks as well as water supply companies such as Southern Water, Thames Water and Scottish Water. Many of our pipes cross bridges, rivers and railway lines as well as private land and we provide daily guidance and support to a range of organisations about how to work safely near our assets. We engage closely with those whose assets we may wish to interact with or are otherwise impacted by our operations. Similarly, we engage with infrastructure providers and other utility companies who may wish to work near to our pipes and network equipment. Whether you require access to our network maps, information on whether our pipes need to be diverted to accommodate your project, information on how to connect your development to our network or guidance and advice on your green gas development, we are dedicated to making access to our services quicker, easier and cheaper. About us Keeping energy affordable Improving our service Supporting our communities Keeping the gas flowing safely Objectives Involving our stakeholders We engage with our stakeholders at the right time in the right way to help us deliver a better service Our commitment We go out of our way to exceed customer expectations We’re innovating for a safe, secure and sustainable future for our network Meeting expectations + We meet our customers’ expectations by exceeding our commitments under RIIO We meet our stakeholders’ expectations by focusing on Our 2016/17 priorities Dedicated to keeping our customers safe and warm by leading the way in energy delivery. Our vision Sustaining our future We manage the network that distributes natural and green gas to 5.9 million homes and businesses across Scotland and the south of England. Whoever your supplier is, our pipes deliver gas safely, reliably and efficiently to every one of our customers. It's your gas, in our network. We operate 3,100km of high pressure pipelines known as the Local Transmission System (LTS) operating at pressures between 7 to 85barg and 72,000km of distribution pipes that transport gas to homes and businesses operating at pressures up to 7barg. We are committed to excellent customer service and in addition to the significant level of informal interaction we undertake at a local level, we have, in the past year: ŸHandled 191,463 calls to our Customer Service Centre, over 500 a day ŸLogged 123,574 enquires ŸResolved 1,939 complaints Working on an annual cycle, we use our ‘Moving Forward Together’ workshops to engage with key stakeholders such as other utility network companies, infrastructure developers and local authorities to understand whether they believe we are focusing on the right priorities. At the workshops, we share the progress we have made in the year and we ask for stakeholders’ input to help us to determine strategic priorities for the forthcoming year. If you are interested in attending one of our workshops, please email us at lets.chat@sgn.co.uk 4 SGN Annual report for infrastructure developers 2017 5SGN Annual report for infrastructure developers 2017Access to our network maps Access We regularly review the effectiveness of our service offerings and in the interests of ease, efficiency and economy have recently moved all our network maps access to an online portal: linesearchbeforeudig.co.uk Customers can now receive maps and safety information within minutes rather than days and can visit the site as often as they require. After following a very simple process, customers will have an immediate response allowing them to know if their site will affect our network or not. If the site they have searched is near our network, the customer will receive an email containing maps showing our gas pipes and related safety information. Their search will also supply information on other utility companies or third parties they should contact. Initial reporting information shows the uptake of our online network maps service has been enormous. With over 42,000 enquires received in the first month alone which when compared to just 30,000 for the entire year in 2016, shows how popular our new online only service is. As a regulated business, what we do is underpinned by legislation, our gas transportation licence and the regulatory framework. Safety, security and reliability of gas supplies are our top priorities and we adhere to strict legal obligations including the Gas Act (1986), the Pipeline Safety Regulations 1996, the Gas Safety (Management) Regulations 1996 and the Pressurised System Safety Regulations 2000. We work closely with our regulator Ofgem, the Health & Safety Executive and chartered professional bodies such as the Institution of Gas Engineers & Managers to drive and ensure effective and robust management of our critical infrastructure. Such engagement means we are at the forefront of energy delivery and are closely involved in developments that are shaping the future of the GB gas industry. This report is designed to give a sense of the most frequent areas where customers have interacted with our networks and the service they have received from us in the process. In defining what a cross-sector interaction is, we have adopted the definition provided by the UK Regulators Network; ‘Cross-sector infrastructure interactions’ are defined as the process and permissions needed from a utility or rail network operator when another person or business (termed ‘clients’) wishes to cross or work near the assets of that operator. This interaction will often involve the client or asset owner in one sector needing to cross assets of a different utility sector’. 2017 strategic priorities and objectives 67 In 2018 we will continue to review the effectiveness of our service and will engage with cross-sector organisations as well as the gas shipper and gas supplier communities to understand how satisfied they are with the services we provide and what can be done to make their experience better. Cost of access In 2016, our plant protection team received an average of 2,500 enquiries per month for plant location and mapping information for work planned to take place around our network, with over 70% being granted free of charge. Whilst we have seen an enormous increase in the number of enquiries received through our new online portal, with an average of 47,300 enquiries received each month since April 2017. we have continued to provide over 70% free of charge. In pursuing our desire to work collaboratively with other infrastructure providers, and to facilitate interactions, access to our maps is usually free. However, there are instances where we charge for the service we provide. Search companies, solicitors and some cross-sector organisations charge their customers for obtaining our maps on their behalf. For these third party requests, where a charge is likely to be made, we make a corresponding charge of £70 per request, as we do not believe it is appropriate for our customers to incur these costs. SERVICE TYPE 2017 (NEW ONLINE PORTAL) 2016 (OLD PAPER- BASED SYSTEM) VARIANCE Average number of enquiries per month 47,3002,500 +1.892% Indicative enquiry response time Highest number of enquiry responses in a single month 1.93 minutes Up to 15 working days Response within minutes instead of days 58,1833,000 +1.939% We are committed to keeping our customers safe and warm and to making cross-sector interactions with our network efficient and straightforward. We play a vital part in energy delivery and recognise the stewardship role we play in developing our national infrastructure. Below is a selection of performance metrics relating to some of the key ways our customers interact with us such as large connections, biomethane enquiries, diversion requests and roadworks defects. Our Accessing our services document provides practical information for anyone who wishes to cross or work near to our assets (an ‘interaction’). It covers the most frequent types of interaction requests we deal with and provides clear points of contact and other useful information on, for example, how to access our network maps. How we’ve performed Keeping energy affordable Deliver our revised target to connect low income and vulnerable households to our network Aim to achieve a more flexible specification of natural gas in GB with a potential annual customer saving of £325m Supporting our communities Develop and increase the support we can provide to customers who need it most Continue to highlight the dangers of Carbon Monoxide Work in partnership with communities to maximise the benefits of our activities Sustaining our future Investigate emerging and innovative energy solutions Invest in and demonstrate the sustainable future of our network Encourage future generations to explore Science, Technology, Engineering and Mathematics (STEM) careers Improving our service Deliver industry leading customer service through our customer experience strategy Embed our new tailored project delivery communication process Further develop innovative technologies to reduce disruption Keeping the gas flowing safely Prevent damage to our network Develop our resilience capabilities Improve our planned work scheduling SGN Annual report for infrastructure developers 2017 SGN Annual report for infrastructure developers 2017Access to our network maps Access We regularly review the effectiveness of our service offerings and in the interests of ease, efficiency and economy have recently moved all our network maps access to an online portal: linesearchbeforeudig.co.uk Customers can now receive maps and safety information within minutes rather than days and can visit the site as often as they require. After following a very simple process, customers will have an immediate response allowing them to know if their site will affect our network or not. If the site they have searched is near our network, the customer will receive an email containing maps showing our gas pipes and related safety information. Their search will also supply information on other utility companies or third parties they should contact. Initial reporting information shows the uptake of our online network maps service has been enormous. With over 42,000 enquires received in the first month alone which when compared to just 30,000 for the entire year in 2016, shows how popular our new online only service is. As a regulated business, what we do is underpinned by legislation, our gas transportation licence and the regulatory framework. Safety, security and reliability of gas supplies are our top priorities and we adhere to strict legal obligations including the Gas Act (1986), the Pipeline Safety Regulations 1996, the Gas Safety (Management) Regulations 1996 and the Pressurised System Safety Regulations 2000. We work closely with our regulator Ofgem, the Health & Safety Executive and chartered professional bodies such as the Institution of Gas Engineers & Managers to drive and ensure effective and robust management of our critical infrastructure. Such engagement means we are at the forefront of energy delivery and are closely involved in developments that are shaping the future of the GB gas industry. This report is designed to give a sense of the most frequent areas where customers have interacted with our networks and the service they have received from us in the process. In defining what a cross-sector interaction is, we have adopted the definition provided by the UK Regulators Network; ‘Cross-sector infrastructure interactions’ are defined as the process and permissions needed from a utility or rail network operator when another person or business (termed ‘clients’) wishes to cross or work near the assets of that operator. This interaction will often involve the client or asset owner in one sector needing to cross assets of a different utility sector’. 2017 strategic priorities and objectives 67 In 2018 we will continue to review the effectiveness of our service and will engage with cross-sector organisations as well as the gas shipper and gas supplier communities to understand how satisfied they are with the services we provide and what can be done to make their experience better. Cost of access In 2016, our plant protection team received an average of 2,500 enquiries per month for plant location and mapping information for work planned to take place around our network, with over 70% being granted free of charge. Whilst we have seen an enormous increase in the number of enquiries received through our new online portal, with an average of 47,300 enquiries received each month since April 2017. we have continued to provide over 70% free of charge. In pursuing our desire to work collaboratively with other infrastructure providers, and to facilitate interactions, access to our maps is usually free. However, there are instances where we charge for the service we provide. Search companies, solicitors and some cross-sector organisations charge their customers for obtaining our maps on their behalf. For these third party requests, where a charge is likely to be made, we make a corresponding charge of £70 per request, as we do not believe it is appropriate for our customers to incur these costs. SERVICE TYPE 2017 (NEW ONLINE PORTAL) 2016 (OLD PAPER- BASED SYSTEM) VARIANCE Average number of enquiries per month 47,3002,500 +1.892% Indicative enquiry response time Highest number of enquiry responses in a single month 1.93 minutes Up to 15 working days Response within minutes instead of days 58,1833,000 +1.939% We are committed to keeping our customers safe and warm and to making cross-sector interactions with our network efficient and straightforward. We play a vital part in energy delivery and recognise the stewardship role we play in developing our national infrastructure. Below is a selection of performance metrics relating to some of the key ways our customers interact with us such as large connections, biomethane enquiries, diversion requests and roadworks defects. Our Accessing our services document provides practical information for anyone who wishes to cross or work near to our assets (an ‘interaction’). It covers the most frequent types of interaction requests we deal with and provides clear points of contact and other useful information on, for example, how to access our network maps. How we’ve performed Keeping energy affordable Deliver our revised target to connect low income and vulnerable households to our network Aim to achieve a more flexible specification of natural gas in GB with a potential annual customer saving of £325m Supporting our communities Develop and increase the support we can provide to customers who need it most Continue to highlight the dangers of Carbon Monoxide Work in partnership with communities to maximise the benefits of our activities Sustaining our future Investigate emerging and innovative energy solutions Invest in and demonstrate the sustainable future of our network Encourage future generations to explore Science, Technology, Engineering and Mathematics (STEM) careers Improving our service Deliver industry leading customer service through our customer experience strategy Embed our new tailored project delivery communication process Further develop innovative technologies to reduce disruption Keeping the gas flowing safely Prevent damage to our network Develop our resilience capabilities Improve our planned work scheduling SGN Annual report for infrastructure developers 2017 SGN Annual report for infrastructure developers 2017Working in the highway We regularly attend the Highway Authorities & Utilities Committee (HAUC) and are committed to working safely and smartly and to minimising the impact of street and roadworks on our customers. Our local reinstatement managers work closely with highways authorities to identify synergies and new ways of working together. We collaborate with local authority inspectors to ensure that, where our works require occupation of the highway, our traffic management and the reinstatement of our excavations adhere to the standards set out in relevant legislation, regulation and codes of practice. Occasionally however, issues do arise and where we are advised of defects relating to our roadworks or reinstatements, we take immediate action to mobilise our resources, make safe and inform the relevant highways authority. We work 24 hours a day, 365 days a year to ensure defects are rectified in a safe and timely manner. Reducing roadworks through innovation The vast majority of the gas network’s pipeline assets are below ground. Access for inspection, repair, replacement and extension of these below-ground assets requires the excavation of roads, paths, verges and fields in both urban and rural environments. The excavation and subsequent reinstatement of works sites represents one of the most significant costs for any utility and is also harmful to the environment. Disruption caused by roadworks is a primary concern to the public and result in significant social cost. Damage to gas pipelines can pose significant hazards to operatives, road users, pedestrians and property and can result in fires, explosions or electrocution, not to mention supply disruption to utility customers and businesses. Safe digging practices are therefore unsurprisingly onerous, expensive and time- consuming. We continually seek to improve our excavation and reinstatement activities and reduce costs to customers by developing and implementing the latest technologies such as keyhole repair, trenchless techniques and robotic remediation. We have a diverse portfolio of innovation projects funded through the Network Innovation Allowance (NIA) and Network Innovation Competition (NIC). With over 45 projects currently in progress, we’re seeking to provide new or better solutions and best practice across the gas distribution sector. Collaboration and shared learning are key to driving innovation forward in our industry and around 30% of our projects are collaborative partnerships with other network licensees. Our projects aim to make sure the tools and techniques we’re developing to manage and upgrade our ageing infrastructure are effective and provide value for money. This includes reducing disruption to customers and reducing costs for infrastructure developers, as well as minimising the impact we have on the environment. Our award-winning trenchless technologies, robotics and Core & Vac, are now helping us to deliver effective work solutions on a daily basis. Such innovations are actively helping to reduce the size of excavations and the likelihood of defects in reinstatement occurring, thereby reducing and minimising the need for future interaction with the road network, highways and roads authorities and other utilities as well as reducing disruption to customers and communities. Our engineers are trained in how best to set up their sites and to ensure compliance with the New Roads and Streetworks Act (NRSWA) 1991, the Traffic Management Act 2004 and the Code of Practice for the Co-ordination of Street Works and Works for Road Purposes and Related Matters. We are full members of the National Joint Utilities Group (NJUG) Ltd; the UK’s only cross-sector trade association representing gas, electricity, water, sewage and telecommunications utility companies. NJUG has an established record of working constructively with ministers, civil servants, policymakers, parliamentarians, business and campaign bodies in supporting the development of street and road work policies that minimise road occupation through promoting innovation and collaborative working. We also co-chair the Roads Authorities & Utilities Committee (Scotland) (RAUC(S)) which includes representatives of Transport Scotland and the Scottish Joint Utility Group together with representatives of the Scottish Government. DEFECT TYPE STANDARD OF SERVICE NO. RECEIVED NO. COMPLETED NO. OUTSTANDING AT YEAR END (2017) Reinstatement defects causing danger Two-hour response 62620 Inadequacies in signing, lighting or guarding – lower risk Four-hour response 7317310 Inadequacies in signing, lighting or guarding – higher risk Two-hour response 4384380 Moving our assets Our diversions team provides advice, guidance and support for anyone who may need to divert our pipes to accommodate their works or developments. All customers who are planning works, whether on a public highway or on private land, should first check our network maps to identify which pipes and cables may be affected. Once you have checked our network maps and provided us with information about the nature of your works, we will assess whether a diversion is required and, where we identify our pipes need to be moved, we can provide an estimate that outlines the likely cost of the diversion. The duration of diversion projects varies considerably depending on the nature of the work and we strive to keep our customers informed every step of the way. We are conscious that no two projects are the same but understand all are subject to varying time constraints, costs and required outcomes. We look closely at requests for diversions to ensure the safest, quickest and most efficient solutions are proposed. Often a diversion is not required and we can simply issue advice and guidance for working safely near to our assets. The table below provides information on the number of diversion enquiries we dealt with in 2017. SERVICE TYPESCOTLAND SOUTHERN SGN Number of diversion enquiries Number of enquiries passed to our connections team for quote on service pipe alteration 2298101,039 156176 Estimates of costs issued Detailed estimates of cost issued Detailed estimates accepted Detailed estimate acceptance rate 102165267 102165267 18371154 81%43%58% 89 SGN Annual report for infrastructure developers 2017 SGN Annual report for infrastructure developers 2017Working in the highway We regularly attend the Highway Authorities & Utilities Committee (HAUC) and are committed to working safely and smartly and to minimising the impact of street and roadworks on our customers. Our local reinstatement managers work closely with highways authorities to identify synergies and new ways of working together. We collaborate with local authority inspectors to ensure that, where our works require occupation of the highway, our traffic management and the reinstatement of our excavations adhere to the standards set out in relevant legislation, regulation and codes of practice. Occasionally however, issues do arise and where we are advised of defects relating to our roadworks or reinstatements, we take immediate action to mobilise our resources, make safe and inform the relevant highways authority. We work 24 hours a day, 365 days a year to ensure defects are rectified in a safe and timely manner. Reducing roadworks through innovation The vast majority of the gas network’s pipeline assets are below ground. Access for inspection, repair, replacement and extension of these below-ground assets requires the excavation of roads, paths, verges and fields in both urban and rural environments. The excavation and subsequent reinstatement of works sites represents one of the most significant costs for any utility and is also harmful to the environment. Disruption caused by roadworks is a primary concern to the public and result in significant social cost. Damage to gas pipelines can pose significant hazards to operatives, road users, pedestrians and property and can result in fires, explosions or electrocution, not to mention supply disruption to utility customers and businesses. Safe digging practices are therefore unsurprisingly onerous, expensive and time- consuming. We continually seek to improve our excavation and reinstatement activities and reduce costs to customers by developing and implementing the latest technologies such as keyhole repair, trenchless techniques and robotic remediation. We have a diverse portfolio of innovation projects funded through the Network Innovation Allowance (NIA) and Network Innovation Competition (NIC). With over 45 projects currently in progress, we’re seeking to provide new or better solutions and best practice across the gas distribution sector. Collaboration and shared learning are key to driving innovation forward in our industry and around 30% of our projects are collaborative partnerships with other network licensees. Our projects aim to make sure the tools and techniques we’re developing to manage and upgrade our ageing infrastructure are effective and provide value for money. This includes reducing disruption to customers and reducing costs for infrastructure developers, as well as minimising the impact we have on the environment. Our award-winning trenchless technologies, robotics and Core & Vac, are now helping us to deliver effective work solutions on a daily basis. Such innovations are actively helping to reduce the size of excavations and the likelihood of defects in reinstatement occurring, thereby reducing and minimising the need for future interaction with the road network, highways and roads authorities and other utilities as well as reducing disruption to customers and communities. Our engineers are trained in how best to set up their sites and to ensure compliance with the New Roads and Streetworks Act (NRSWA) 1991, the Traffic Management Act 2004 and the Code of Practice for the Co-ordination of Street Works and Works for Road Purposes and Related Matters. We are full members of the National Joint Utilities Group (NJUG) Ltd; the UK’s only cross-sector trade association representing gas, electricity, water, sewage and telecommunications utility companies. NJUG has an established record of working constructively with ministers, civil servants, policymakers, parliamentarians, business and campaign bodies in supporting the development of street and road work policies that minimise road occupation through promoting innovation and collaborative working. We also co-chair the Roads Authorities & Utilities Committee (Scotland) (RAUC(S)) which includes representatives of Transport Scotland and the Scottish Joint Utility Group together with representatives of the Scottish Government. DEFECT TYPE STANDARD OF SERVICE NO. RECEIVED NO. COMPLETED NO. OUTSTANDING AT YEAR END (2017) Reinstatement defects causing danger Two-hour response 62620 Inadequacies in signing, lighting or guarding – lower risk Four-hour response 7317310 Inadequacies in signing, lighting or guarding – higher risk Two-hour response 4384380 Moving our assets Our diversions team provides advice, guidance and support for anyone who may need to divert our pipes to accommodate their works or developments. All customers who are planning works, whether on a public highway or on private land, should first check our network maps to identify which pipes and cables may be affected. Once you have checked our network maps and provided us with information about the nature of your works, we will assess whether a diversion is required and, where we identify our pipes need to be moved, we can provide an estimate that outlines the likely cost of the diversion. The duration of diversion projects varies considerably depending on the nature of the work and we strive to keep our customers informed every step of the way. We are conscious that no two projects are the same but understand all are subject to varying time constraints, costs and required outcomes. We look closely at requests for diversions to ensure the safest, quickest and most efficient solutions are proposed. Often a diversion is not required and we can simply issue advice and guidance for working safely near to our assets. The table below provides information on the number of diversion enquiries we dealt with in 2017. SERVICE TYPESCOTLAND SOUTHERN SGN Number of diversion enquiries Number of enquiries passed to our connections team for quote on service pipe alteration 2298101,039 156176 Estimates of costs issued Detailed estimates of cost issued Detailed estimates accepted Detailed estimate acceptance rate 102165267 102165267 18371154 81%43%58% 89 SGN Annual report for infrastructure developers 2017 SGN Annual report for infrastructure developers 2017Next >