In 2024, Madrileña Red de Gas sustained a steady growth trend, solidifying its position as the leading distributor in the Autonomous Community of Madrid, with over 906,000 active supply points and a net increase of more than 2,000 new installations. Of particular note is the progress made in the horizontal saturation market and the achievement of targets in the Large Consumption market.

Additionally, during 2024 over 3,000 meters of networks were built for future urban developments, and more than 2,000 supply points were converted to natural gas. The company also began supplying gas in two new municipalities, Casarrubuelos and Miraflores de la Sierra. In the latter, the new LNG plant was also put into operation.

Finally, the emergency service handled 17% fewer calls than the previous year, reflecting the company’s greater operational efficiency.

2.1 Residential Market

In the 2024 financial year, the business expansion of Madrileña Red de Gas continues the trend from previous years: the company maintains a positive net growth in new supply points and total consumption, as can be seen in the figure.

According to the results of the Informe trimestral del mercado de gas natural en España (Quarterly Report on the Natural Gas Market in Spain) published by the CNMC, for the first and second quarters of 2024 —which analyse issues such as growth trends, market share, etc. of the supply undertakings and DSOs in the Spanish natural gas market— Madrileña Red de Gas has consolidated itself as the gas distributor with the highest number of active supply points in the Community of Madrid, with over 906,000 active supply points.

In recent years, to supplement the traditional sales channel in unattractive but low-saturation areas, an internal sales team has been established within Aliara Energía to implement commercial actions where the traditional channel does not reach. This project, which was launched in the second half of the year, has focused on the vertical saturation market of apartment buildings with low gas penetration, combining mass mailings of an aggressive offer with scheduled visits and phone calls to property managers.

These commercial actions, which have been accompanied by inorganic initiatives such as LPG conversions and acquisitions of installations, have once again enabled the company to achieve a positive net growth in the number of supply points in excess of 2,000 installations, as shown in Figure 8. This growth in a challenging environment demonstrates the expansion team’s commitment to continue increasing the company’s value.

Despite the stigmatisation of the gas sector in recent years, Madrileña Red de Gas remains committed to offering significant incentives to both end customers and the commercial channel of installation companies in order to encourage the construction and commissioning of new installations.

Madrileña Red de Gas has consolidated itself as the gas distributor with the highest number of active supply points in the Community of Madrid, with over 906,000 active supply points

In 2024, an additional boost was given to the horizontal saturation market. The commercial actions carried out in this market have fully responded to user needs. New potential market niches have been identified in the decentralisation of multi-story buildings, successfully displacing obsolete energy sources such as diesel, propane and even coal.

Marketing in private residential developments with piped propane installations has also been an important achievement for growth in the horizontal saturation market. Many of these installations are reaching the end of their useful life, and now local authorities and homeowners’ associations are considering the possibility of a change of supply. The local knowledge possessed by the Madrileña Red de Gas sales team plays a fundamental role in identifying these opportunities and defining the best offer for each residential development. As a result, during the 2024 financial year more than 200 gas installations have been commissioned in single-family homes and a pipeline has been created for next year, ensuring a positive outlook for the horizontal saturation market throughout 2025.

2.2Large-Scale Consumption

Once again, the targets set for the Large Consumption market have been achieved. In this financial year, a total of 380 supply points has been reached, with an associated consumption of 157 GWh. These results confirm the confidence of various sectors in the advantages of natural gas.

The Large Consumption market is particularly important, as it is less seasonal and consumption patterns are less affected by weather conditions.

In this financial year, a total of 380 supply points has been reached, with an associated consumption of 157 GWh. These results confirm the confidence of various sectors in the advantages of natural gas

Within the Large Consumption market, one of the uses of natural gas that has seen a notable increase is in workshops with paint booths, given its many advantages compared to other fuels.

The aim of these workshops is not only to boost energy efficiency and increase profitability, but also, by using natural gas for their paint booths, they reduce working, preparation and drying times by up to 35%. Additionally, thanks to its higher performance and air vein installations, savings of up to 40% can be achieved, shortening drying times. The installation of natural gas also provides more space in the shop floor, as it does not require a storage tank or space like other fuels, ensuring greater safety.

During 2024, fourteen workshops chose natural gas as their primary energy source. Given that this market is strategic for the 2025 targets, a commitment has been made to boost its growth. To this end, commercial campaigns will be launched and close collaboration will be established with the Madrid Association of Automobile Distributors (AMDA) to promote the benefits of natural gas and support other workshops in their transition to this energy source.

On the other hand, in recent years there has been a significant boom in self-service laundries in Spain. This growth is due to benefits for both customers and business owners. Among the main advantages are time and money savings and a remarkable load capacity. These self-service laundries also offer economic advantages for business owners, such as low initial investment costs and savings on staff.

In 2024, 42 new laundries were opened within the Madrileña Red de Gas distribution area, all of them supplied with natural gas. It is worth noting the speed and efficiency with which the company provided them with natural gas, which has been a key factor in earning the trust of major franchises in the sector for the opening of their new establishments.

Also noteworthy is the modernisation of two shopping centres in the company’s area of operation, which will continue to be supplied with natural gas after the refurbishment. These are the Sexta Avenida shopping centre, in the Moncloa district —now called Sexta—, where new connections have already been made for the future supply of its restaurants. And the Parque Corredor shopping centre, in Torrejón de Ardoz, which has been refurbished to improve its facilities and has expanded its natural gas installation to supply new commercial units.

Regarding sales activity in the Large Consumption market, during 2024 investments have been made in mailing campaigns targeting various sectors. In this context, several Secondary Education Schools, most of which use diesel, were offered a technical and economic study to assess the feasibility of switching to natural gas. The study has been carried out with the advice and assistance of a specialised company. Thanks to this initiative, these institutions will be able to plan for the upgrade of their facilities in line with their budgets in upcoming years, given the budgetary constraints of Public Administrations. Additionally, this same action has also been aimed at companies in specific industrial parks, as well as various hotels and gyms, always with the aim of improving their energy efficiency.

Furthermore, during 2024 Madrileña Red de Gas has worked to fight against the confusion generated by the new Energy Efficiency Directive (EU) 2023/1791 and the alleged ban on gas boilers.

This confusion continues to generate misinformation and distrust among end users, including in centralised boiler rooms in homeowners’ associations, where the confusion is sometimes exacerbated by the introduction of possible modifications to building envelopes in the course of renovations. Even so, despite all the doubts generated among both prospective and existing customers, it has been possible to maintain a significant volume of installations and slow down the shift to heat pumps thanks to a centralised boiler system that supplies nearly 1,000 homes.

In this regard, in contrast to the aerothermal project and with the support of a partner company, an efficient project was presented featuring new equipment (natural gas condensing boilers, ready to run on biomethane and hydrogen) at a much lower budget than that of heat pumps, making it more affordable for the residents, while offering significant improvements in performance and savings. The new homeowners’ association board was also informed about the type of installation in their homes. Once they had this information, the customers understood that the most economical, efficient and future-proof option (for biomethane and hydrogen) was to maintain natural gas, as it guarantees the well-being of the users who are part of the community. Finally, the project submitted by MRG led them to decide against the shift to heat pumps and, instead, to continue with natural gas and study the proposal from Madrileña Red de Gas. To support the project, visits were arranged with the board to see installations currently operating with the proposed boilers, where they were able to see how they work and talk to the owners of these installations to hear their opinions and clarify any doubts or questions.

In contacts with property managers, presidents of homeowners’ associations, etc., Madrileña Red de Gas has always sought to convey the advantages of using natural gas in residential communities, such as continuous supply —because it is connected directly to the distribution networks—, making it a convenient and clean energy source, as well as one of the cheapest energies currently available, significantly more affordable than electricity or liquefied petroleum gases.

In addition to the above, it should be noted that an agreement was signed for the installation of a new boiler room in the municipality of Alcorcón, to replace the diesel-fired boilers with natural gas boilers. This has resulted in significant annual savings of around €92,000. This boiler room supplies heating and domestic hot water (DHW) to a total of 520 homes.

In terms of the marketing of boiler rooms, campaigns were conducted targeting property managers and, with the help of The Marketing Hub, brochures and information letters were sent to homeowners’ associations offering technical and economic studies for the replacement of their diesel boiler rooms with natural gas ones.

In short, natural gas remains key in the Large Consumption market and is indispensable for activities that require high heat demand, where electrification cannot meet the high thermal needs of certain industrial processes. While biomethane and green hydrogen represent the future in the mid and long term, natural gas will continue to play a key role during the transition to decarbonisation.

2.3New Builds

Throughout the financial year 2024, the new construction market has witnessed a shift in user attitudes towards renewable systems, particularly aerothermal technology. In this regard, to strengthen its presence in this sector, Madrileña Red de Gas, together with Nedgia, Nortegas, Redexis and Gas Extremadura, participated in REBUILD 2024.

REBUILD is the event that introduced industrial construction in Spain. Through conferences and exchanges between professionals in the sector, it drives and promotes innovation in building construction and offers manufacturers and distributors in the construction industry the opportunity to:

• Identify new key players and industrial partners in construction, such as builders, developers, investors, architects, engineers and other professionals.
• Establish high-quality relationships with current and potential customers.
• Showcase their leadership and value within the industry.
• Present innovative materials and solutions to drive sales strategies.
• Collaborate and partner as industrial partners at an event that is transforming the construction sector.

Madrileña Red de Gas did not want to miss the opportunity to attend the event, held at Ifema Madrid from 23 to 25 April, and, in collaboration with Inmergas, showcased a hybrid technology (essentially a natural gas condensing boiler unit) with DHW storage, which integrates electric aerothermal technology within the boiler body.

The MRG expansion team has continued to work hard with developers, holding meetings with each of them to show them that the use of a natural gas system today is the gateway to H2 in the future, especially if hybridisation between aerothermal and natural gas is promoted.

In addition, in 2024 over 3,000 meters of third-party networks have been built for future urban developments. These networks are designed to accommodate green gases, also paving the way for future hydrogen networks.

Likewise, the administrative concession for new urban developments in the municipality of Brunete has been reactivated (Figure 14), which represents a significant advance in the town’s pipeline infrastructure.

2.4LPG Market

Madrileña Red de Gas has initiated a phase of the project to transform more than 850 supply points in Miraflores de la Sierra, around 2,400 supply points in Villanueva de la Cañada, and 685 supply points in Los Molinos, while the transformation of the municipality of Griñón will be completed in 2025.

During the 2024 financial year, the transformation to natural gas of over 2,000 supply points was carried out in the municipalities of Griñón, Leganés, Villanueva de la Cañada and Miraflores de la Sierra.

During the 2024 financial year, the transformation to natural gas of over 2,000 supply points

This operation was carried out jointly by four leading companies in the sector, and eight storage centres have been converted to natural gas. It is worth highlighting the start of operations in the municipality of Villanueva de la Cañada, due to the difficulty in reusing the existing networks.

Additionally, in 2024 more than €2.3 million have been allocated to carry out the work of reusing and expanding networks, adapting and modifying installations, transforming equipment and dismantling storage centres.

Alongside this work, progress has continued on the digitalisation and automation of order generation processes for field execution and on the resolution of complaints with a response time of less than 48 hours.

By 2025, the conversion of more than 1,000 homes to natural gas is expected to be completed, thus finalising the transformation of the municipalities of Villanueva de la Cañada, Miraflores de la Sierra, Griñón and Los Molinos, as well as all installations where connection to the natural gas network is currently feasible. In 2025, work will also begin in the municipality of Soto del Real.

2.5Commissioning and Digitalisation

Since the implementation of the virtual office for installation companies, the volume of registrations through this channel has continued to grow.

In 2024, more than 90 new companies have registered on the Madrileña Red de Gas website. These companies have carried out gas installations within their distribution municipalities, currently forming a network of 1,058 partners

Although it may appear that regulatory changes concerning new constructions, as well as conflicting messages about the future of gas, might be encouraging the sector to shift towards alternative energies, the reality is not entirely so.

In 2024, more than 90 new companies have registered on the Madrileña Red de Gas website. These companies have carried out gas installations within their distribution municipalities, currently forming a network of 1,058 partners.

On the other hand, in order to continue with the improvements initiated during the previous financial year and to keep providing the best customer service, minor defects have continued to be rectified during the commissioning visits to outdated installations. As was the case in 2023, this approach has helped reduce response times, as failure to carry out these tasks would have delayed commissioning. Customers were often required to find an authorised installer themselves and, in some cases, ended up cancelling the service altogether because they were unwilling or unable to bear the repair costs.

The increased cost of this approach is offset by greater customer satisfaction and a reduction in administrative procedures and travel, as MRG is not required to visit the homes a second time.

As part of the ongoing effort to improve operational processes, this financial year has seen a particular focus on supply points which, although they may appear less significant at first glance, provide considerable value to Madrileña Red de Gas as a distribution company. Processes in retail and industrial facilities have also been improved.

Until the previous financial year, if a customer signed up for service for a commercial property with a gas supply history, the request was processed by the system in the same way as for residential properties, without considering the different use. While residential installations typically remain unchanged over time, commercial and industrial facilities are constantly changing.

This led to delays in the connection of the user to the gas supply, as well as to complaints from energy retailers, who operate under strict timelines defined by their commercial offers to customers. The request and processing of all required technical documentation, as stipulated by regulations, did not begin until the contract had entered the operational workflow of Madrileña Red de Gas.

Currently, following a series of changes to the IT systems and through ongoing communication with installation companies, the supply point is not made available for contracting until all necessary technical documentation has been received. Although this may appear to be a minor change, it has resulted in greater traceability of the documentation managed at each supply point, better anticipation of the tariff type to be contracted by the customer, and shorter lead times for connection once the contract has been entered.

Moreover, with a continued focus on installation safety and an understanding that effective communication is key to progress, the ongoing collaboration between different departments has made it possible to detect several instances of industrial fraud in 2024, as well as unauthorised extensions carried out without informing the distribution company. These constitute serious breaches of the regulations that endanger not only the safety of the workers at those premises, but also that of neighbouring properties, in addition to causing financial losses for Madrileña Red de Gas due to unrecorded gas losses. Within a period of no more than fifteen days, the installation is brought to a safe, legal and regularised condition.

For 2025, there are plans to thoroughly review and improve the way customer activations are managed, with the aim of optimising the process and delivering an even more efficient service. In many cases, outdated processes tend to be maintained, with efforts focused on improving something that may not have been optimally designed from the outset, thus hindering a broader perspective. With the aim of defining the best possible system if designed from scratch, the necessary improvements will be implemented in the upcoming financial year. These improvements will focus on enhancing traceability, streamlining tasks and enabling customers to manage their appointments more quickly and in a more personalised manner.

2.6New Municipalities

For Madrileña Red de Gas, the 2024 financial year has been very productive in terms of authorisations to operate in new municipalities. After a lengthy authorisation process, approvals were obtained for the arrival of natural gas to the municipalities of Casarrubuelos and Miraflores de la Sierra, where supply has begun.

The gas supply to Casarrubuelos has been established through a connection with the MRG distribution network in the municipality of Cubas de la Sagra. Following the completion of this connection, approximately 2,500 meters in length, the distribution network is being developed to supply all interested households. There are currently over 70 customers in service, as well as 250 active contracts.

A few weeks later, the natural gas supply was initiated in Miraflores de la Sierra. In this case, a modern Liquefied Natural Gas (LNG) plant has been installed on the same site as the former Liquefied Petroleum Gas (LPG) plant. Prior to this, significant infrastructure work was carried out to connect the existing municipal networks, enabling the coordinated conversion of customers from LPG to LNG. This new plant is equipped with the latest technology available for 24-hour monitoring and remote control.

New LNG plant installed in Miraflores de la Sierra

In just a few months, 600 customers have already been converted to natural gas, and the conversion of the remaining customers previously supplied from LPG plants —approximately another 600— is expected for 2025.

Significant progress has also been made in the processing of permits for three other municipalities, which, together with legislative changes, paves the way for the imminent supply of natural gas to the municipalities of Los Molinos, Moralzarzal and Soto del Real, reinforcing Madrileña Red de Gas’s commitment to growth.

2.7Regulatory Changes

The process of obtaining authorisations to extend gas supply to a new municipality is long, complex, and challenging. In order to lay a gas pipeline between two municipalities, it is necessary to secure not only operational permits from the relevant authority —in this case, the Directorate General for Energy Transition and Circular Economy—, but also successive approvals from other agencies affected by the pipeline route. These may include municipal licenses, environmental permits, permits related to livestock trails, the Tagus River Basin Authority, road authorities (both of the Community of Madrid and from the Ministry of Transport and Sustainable Mobility), the Historical Heritage department, among others.

Natural gas networks provide a public service and should be regarded as strategic assets. They provide access to a less polluting and more competitive energy source for small municipalities that remain unserved by gas in the Community of Madrid

Since the project involved more than one municipality, authorization for a Special Infrastructure Plan was also required, which was processed by the Directorate General of Urban Planning of the Community of Madrid as the substantive authority. The approval of such a Special Infrastructure Plan is a lengthy and complicated process, involving successive approval stages with many of the aforementioned agencies. These plans were originally designed for large-scale infrastructure projects rather than relatively straightforward works like those undertaken by Madrileña Red de Gas. However, in the absence of a specific regulatory procedure, these projects were classified under such frameworks.

In collaboration with Deloitte, work was carried out alongside the Community of Madrid, holding meetings with the Regional Ministry of Environment, Agriculture, and Interior, as well as with various Directorates General, such as those for Urban Planning and Energy Transition, with the aim of presenting a consistent and applicable proposal to the administration. This effort culminated in late 2023 and early 2024 with a proposed amendment to the Community of Madrid’s Land Use Law, which was well received and reported to be scheduled for approval during the year.

The proposal emphasised the need to create an open and competitive environment that does not hinder investment opportunities being considered by companies such as Madrileña Red de Gas, which cannot afford prolonged delays. Natural gas networks provide a public service and should be regarded as strategic assets. They provide access to a less polluting and more competitive energy source for small municipalities that remain unserved by gas in the Community of Madrid, a situation that could amount to discrimination against part of the population. Additionally, they serve as a gateway to green gases.

The Community of Madrid was also working on a plan to streamline and adapt certain urban planning procedures. This effort culminated in the publication of Law 7/2024, of 26 December, concerning measures for balanced development in environmental and territorial matters. From now on, «in the case of energy transmission and distribution infrastructures necessary for the provision of services of general interest, the authorisation or permit granted by the competent administration for the commissioning of new facilities will legitimise the execution of the related works». This is excellent and long-awaited news that will facilitate and expedite necessary administrative procedures.

2.8Commercial Activities

Generic campaigns throughout the territory

The year 2024 began with the launch of new sales campaigns, which always bring numerous opportunities. By targeting specific market niches, offers can be customised to make each household feel that the proposal is tailored to their needs. This approach not only increases customer satisfaction but also improves the effectiveness of existing pipeline connections.

• Decentralisation incentives have been promoted, with contributions of up to €650 per supply point.
• The multi-family housing campaign has been renewed, with contributions of up to €450 per supply point.
• Single-family home campaigns have been expanded, with contributions of up to €500 per supply point.

In 2024, Madrileña Red de Gas, in collaboration with its marketing agency, created Caldegreen, a friendly and eye-catching animated character designed to communicate the latest news about natural gas and green gases

Advertising Campaigns

Birth of Caldegreen

In 2024, Madrileña Red de Gas, in collaboration with its marketing agency, created Caldegreen, a friendly and eye-catching animated character designed to communicate the latest news about natural gas and green gases.

This character brings personality and appeals to all audiences. This initiative has made Madrileña Red de Gas’s communication more effective.

The campaign was designed to pursue the following objectives:

• Raise awareness about the current situation of natural gas and the transition to green gases: information is provided on the benefits of green gases.
• Raise awareness about public policies and the energy transition: encourage critical thinking within society, which can lead to support for the adoption of clean technologies.
• Encourage citizen participation: social media platforms enable direct interaction through reactions and content sharing.
• Visually impactful educational content: two videos, three blog posts, and a landing page have been created to combat misinformation, explain green gases and how they function in boilers, and why they are essential in combating climate change.

In 2024, due to constant market changes, the need arose to establish a specialised sales force as a fundamental element to achieve independence in the sector

Brochures and posters targeted at specific market niches

In collaboration with TMH, a company specialising in digital marketing, various advertising dossiers have been developed to reach hard to access market niches. One example is the hybrid systems brochure, aimed at real estate developers, homeowners’ associations, or boiler rooms with old and obsolete systems, where the best energy solution is offered, i.e. system modernisation.

Advertising campaign on hybrid systems

Signing of the commercial agreement between Madrileña Red de Gas and Aliara

In 2024, due to constant market changes, the need arose to establish a specialised sales force as a fundamental element to achieve independence in the sector.
This decision not only allows for better control over sales and marketing strategies but also facilitates adaptation to customers’ needs and preferences. Additionally, having an internal team can foster a stronger corporate culture aligned with the company’s objectives.

For this reason, the commercial agreement between Madrileña Red de Gas and Aliara was signed.

Public Offer 2024

Thanks to all the commercial campaigns conducted, in 2024 more than 150 installation companies joined Madrileña Red de Gas on this journey by signing the 2024 public offer and the commercial plans advertised on the company’s website.
More information at: www.madrilena.es/colaboradores

Referral Program

During this financial year, two campaigns were carried out through Madrileña Red de Gas’s referral program, one in summer and another in autumn. The rewards amounted to €75 for the referrer and €125 for the referred person once the service was activated.

The aim of this programme is to reward customers who successfully recommend a contact, granting a gift to both the referrer and the referred party.

Other Actions

Announcement of the arrival of the natural gas network in the municipality of Casarrubuelos

During 2024, the natural gas network reached the municipality of Casarrubuelos, putting more than 100 homes into service in this first phase, with the goal of continuing expansion in the future. This information was published and shared through the company’s social media channels.

Commercial campaign for the referral program

2.9 Distribution Network

As in previous years, 100% of the maintenance plan established by current regulations and the company’s internal standards has been completed, covering the 6,060 km of gas network, auxiliary installations, the six satellite LNG plants, and the existing LPG plants. To this end, more than 11,000 scheduled actions have been carried out.

Additionally, the proper functioning of the regulation systems at various pressure levels has been managed, and the corresponding regulatory monitoring of the gas network has been conducted. Leak-tightness control over nearly 2,600 km of the gas network has been completed, more than 7,500 valves have been operated to verify their correct functioning, approximately 1,000 painting and cleaning actions on network elements have been performed, and around 6,903 measurements have been taken on equipment that ensures cathodic protection of the steel networks.

Additionally, the proper functioning of the regulation systems at various pressure levels has been managed, and the corresponding regulatory monitoring of the gas network has been conducted

In addition, in coordination with the town councils of various municipalities within the Community of Madrid, a total of 52 LPG plants were dismantled in 2024. This involved draining, burning, inertizing and removing eighty tanks. More than 60 road transfers were coordinated with Repsol to move the extracted gas to Repsol’s central facilities, thereby avoiding atmospheric emissions.

Additionally, the waste generated from these dismantling operations was transported to treatment plants authorized by the Community of Madrid, in line with Madrileña Red de Gas’s environmental commitment. All activities were carried out without disrupting the daily lives of customers and residents in the affected municipalities where these LPG plants were located, and in strict compliance with safety protocols, thanks to which no accidents occurred.

As part of the company’s 2024 action plans, the necessary renovations, meshing and corrective measures were carried out to maintain safety and ensure supply in both the natural gas and LPG distribution networks. To this end, materials such as steel, cast iron, and/or copper were replaced with polyethylene piping.

During the 2024 financial year, in compliance with current regulations and with the aim of removing from its gas networks as many old LPG copper and steel pipelines as possible, Madrileña Red de Gas inertized, decommissioned and, in some cases, renewed nearly 8,000 meters of pipeline.

In collaboration with various companies, public entities, and customers, the company responded to requests to relocate gas networks affected by new urban developments in several municipalities across the Community of Madrid, including hospitals, roads, and new buildings. As a result, approximately 1,000 meters of the gas network were relocated.

Control Centre

Regarding the Distribution Control Centre, in 2024 one hundred percent of the maintenance established by the company’s internal regulations was also completed. This involved carrying out a total of 176 preventive tele-information maintenance activities across all RMS and MS units, as well as 314 corrective actions to resolve incidents.

Additionally, quality inspections for THT control were conducted throughout the entire distribution network and in the LNG distribution networks, with an average of 105 monthly visits. In 2024, the LNG plant in Miraflores de la Sierra was commissioned. The inclusion of this plant’s distribution network has led to an increase in the number of visits, as consumption is growing as the LPG network is converted to natural gas.

Several municipalities, including El Molar, Griñón, Leganés, Fuenlabrada and Móstoles, among others, have been fully converted to natural gas

Throughout this financial year, 86 LNG tanker deliveries were managed to ensure the supply of gas to distribution networks served by LNG plants.

Furthermore, the mapping of all transformed LPG industrial estates has been updated. Several municipalities, including El Molar, Griñón, Leganés, Fuenlabrada and Móstoles, among others, have been fully converted to natural gas. In addition, a total of 479 connection errors in the distribution network mapping have been corrected.

Regarding verification and measurement, the entire industrial meter stock is being upgraded to comply with the new ICT 555/2020 regulation. A total of 1,288 meters and converters have also been updated.

Additionally, the migration of the SCADA system has begun to ensure its update and upgrade, with completion scheduled for the end of February 2025.

Emergencies

Through the 24/7 emergency service, a total of 48,283 calls were handled by the Call Centre in 2024, representing a 17% decrease compared to the previous year. Additionally, 9,889 emergency alerts were received and managed, which constitutes a 7.9% reduction from the previous period.

Of these alerts, 1,154 were classified as Priority 1 and were responded to in an average time of 26 minutes. Of these, 99.3% were attended to within one hour, significantly surpassing the established quality target of 30 minutes. It should be noted that 96% of alerts were resolved in less than an hour. The 3,952 Priority 2 alerts were managed with an average response time of 38 minutes.

Additionally, a total of 92 reports of distribution network ruptures caused by third-party companies were handled. The resolution of these incidents is immediate due to safety and environmental reasons.

Through the 24/7 emergency service, a total of 48,283 calls were handled by the Call Centre in 2024, representing a 17% decrease compared to the previous year

The average response time was 31 minutes, which is eight minutes faster than the previous year. Fugitive gas emissions reached 1.05 GWh, with recovery of costs in practically all cases.
During emergency responses, 72 cases of fraud or tampering were detected.

As in previous years, all equipment and tools necessary for emergency operations have been maintained in perfect condition, calibrated, and regularly inspected.