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The Energy Diaries

As the UK’s largest gas distribution network and a provider of a critical service to over 11 million homes and businesses, we are responsible for keeping people safe, warm, and independent.

As part of our ongoing commitment to understanding the changing needs of our customers, our extensive customer insights programme explores the topics of energy and sustainability with diverse customer groups.

Every year, we produce a special report which focuses on specific groups or topics to shine a light on the challenges the public faces, and their attitudes towards energy and sustainability. To date, our Energy Diaries reports have had four focuses:

Each edition of the Energy Diaries special report includes qualitative in-depth interviews with customers, as well as co-creation expert workshops and quantitative surveys.

Woman In Gloves With Laptop And Bill Trying To Keep Warm By Radiator During Cost Of Living Energy Crisis

The Energy Diaries: The impact of the cost-of-living crisis

Britain Thinks and Cadent conducted ‘The Energy Diaries’ research programme, designed to both explore experiences of the Cost of Living (CoL) crisis

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Hand holding crystal globe in green forest. ESG concept for environment, society and governance in sustainable and ethical business. green energy and growth

The Energy Diaries: Fair Sustainability

Exploring how customers can live affordable, sustainable lives in 2023

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The Energy Diaries: Voices of the future

Shining a spotlight on young people aged 18-30, uncovering their perspectives on energy.

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The Energy Diaries: Voices of small organisations

Uncovering how gas and energy use is impacting the decision making of small businesses and charities.

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Biannual Customer Tracker

Since 2026, we have published the results of our Energy Diaries Customer Tracker, which identifies how people are feeling about key energy-related issues linked to every day life.

Our biannual tracker highlights the impact the cost-of-living is having on people’s lives, how it is impacting their sustainability decisions, and the impact energy bills is having on their lives, wellbeing and community.

Here are our latest Energy Diaries Customer Tracker insights:

August 2026: Summer attitudes analysis
August 2026: Summer attitudes at a glance

Going further for customers living in vulnerable situations

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Vulnerability and Carbon Monoxide Allowance (VCMA)

The VCMA helps us support vulnerable customers, improve CO safety, and encourage collaboration across Gas Distribution Networks. It has provided us with the flexibility to deliver an even greater positive impact to our customers and the communities we serve.

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Cadent Foundation

By working with charitable organisations we strive to help households improve their financial wellbeing and become more energy efficient through advice, support and practical measures.

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