Help and advice

Your most common questions are answered below.

If you have an emergency

  • What do I do if I have hit a pipe?

    If a pipeline is struck, even if no gas leak has occured, move away from the area as soon as possible and keep other people away if you can.

    Call the National Gas Emergency Service 24 hours a day on 0800 111 999*.

    Further information on working safely near our assets.

  • What do I do if I smell gas?

    If you smell gas then call free on

    0800 111 999

    • Open doors and windows
    • Turn off gas at meter (unless the meter is in a cellar or basement)
    • Don't use electric switches or naked flames

    All calls to the National Gas Emergency Service and National Enquiry lines may be recorded and monitored.

    Further information.

  • What do I do if I suspect carbon monoxide?

    • Open all doors and windows
    • Move outside into fresh air
    • Call the Gas Emergency Service on:

    0800 111 999*

    If someone has collapsed or is displaying severe symptoms, seek medical help by calling 999 or 112.

    Further information.

Safety

  • How do I check that an engineer's ID card is genuine?

    When one of our engineers arrives at your door they will always show you their identification card. Unless it's a gas emergency, you should always have been told in advance that we were coming to visit.

    All of our colleagues wear identification badges which they should display when talking to you. However If you want to check that this is not a bogus caller, please feel free to give us a call on:

    0845 835 1111

    and we can confirm they definitely work for us.

    More

  • How do I choose a carbon monoxide (CO) alarm?

    Before buying a CO alarm

    ALWAYS ensure it complies with a British Standard:

    1. Kitemarked to BS EN50291-1 (domestic use)
    2. Kitemarked to BS EN50291-2 (camping/caravans/boats)

    Alarms can be purchased from many places such as Hardware stores like B&Q, some supermarkets and various online suppliers like Amazon, Ebay etc.

    When you have bought an alarm

    • Check the manufacturer’s recommendations about how you can test your alarm to ensure that the unit and the batteries are in good condition.
    • Ensure that your CO alarm is correctly located - check the instructions from the manufacturer.
    • Sensors in CO alarms don’t last forever - check manufacturer’s quoted lifetime for your CO alarm and replace it no later than recommended to ensure you continue to have adequate protection.

    More information.

Digging safely

  • How can I locate your pipes?

    There are a number of precautions you should take to avoid damaging our pipelines and reduce the risk to people's health and safety.

    For more infomation visit our working safely pages.

Your gas supply

  • How do I find out if there is a gas supply to my house?

    Call us: 0800 0745 788
    Mon to Fri 8am - 6pm
    Opening times excludes bank holidays (e.g Good Friday & Easter Monday).

    Write to us:
    Connections
    PO Box 7084
    Wolverhampton
    WV1 9AW

  • How do I find out if there is gas in my village/street?

    Call us:
    0800 0745 788
    Mon to Fri 8am - 6pm
    Opening times excludes bank holidays (e.g Good Friday & Easter Monday).

    Write to us:
    Connections
    PO Box 7084
    Wolverhampton WV1 9AW

  • What do I need to do about gas when I move house?

    • Let your gas supplier know that you are moving house providing at least 48hrs notice.
    • Provide your final meter readings on the day that you move out.
    • Give your supplier a forwarding address so they can send you a final bill.
  • Who is my gas supplier? (How to check who supplies your gas)

    To find out who supplies your gas call the Meter Point Administration Service on 0870 608 1524.

    This call will cost 7p per minute plus your company’s access charge.

  • Who provides gas in my area?

    Call us:
    0800 0745 788
    Mon to Fri 8am - 6pm
    Opening times excludes bank holidays (e.g Good Friday & Easter Monday).

    Write to us:
    Connections
    PO Box 7084
    Wolverhampton
    WV1 9AW

Your gas equipment

  • Who is responsible for gas pipes?

    If you live in any of these areas:

    • East Midlands
    • West Midlands
    • North West England and
    • East of England (including North London)

    we are responsible for bringing gas to you.

    We are responsible for the gas pipes up to your meter.

    Property owners are responsible for the gas pipes from the meter to appliances and for the appliances themselves.

Your gas meter

  • How do I know if my gas meter is accurate?

    Meter moves for Cadent's Network should be directed to Domestic Connections in Hinckley on Tel: 0800 0745 788.

    Northern Gas Networks: (Tyneside, Yorkshire) should be directed to Domestic Activities and Non-Domestic Tel:0870 300 7677.

    Wales and West Utilities: This includes Wales and South West (Devon, Cornwall, Somerset) should be directed to Customer Services team on Tel: 0870 165 0597.

    Southern England and Scotish Gas Networks Tel: 0845 026 0015.

  • How do I switch off my gas meter?

    Your gas supplier is responsible for providing a meter and organising for your meter to be read. You should contact your gas supplier for any issues regarding your gas meter. You will find contact details for your gas supplier on your gas bill.

    Find out more about who supplies gas.

    If you do not have a gas meter yet or you cannot find the information on your bill, please call the M Number enquiry line on 0870 608 1524* (*This call will cost 7 per minute plus your phone company’s access charge.) and ask them for your MPRN (Meter Point Reference Number) which is the unique identifier for your gas supply point and also the identity of the current registered gas supplier at your premises.

    *All calls to the National Gas Emergency Service and National Enquiry lines may be recorded and monitored.

  • What is a meter point reference number (MPRN)?

    A meter point reference number (MPRN) is the unique identifier for your gas supply point. It should be printed on your gas bill. It is not always displayed on your gas meter, particularly if you have an older model.

    If you cannot find your MPRN for any reason call the Meter Point Administration Service on 0870 608 1524.

    This call will cost 7p per minute plus your company’s access charge.

  • What is a smart meter?

    A smart meter is a new kind of meter that can help you save energy.

    They help energy companies to calculate bills more accurately and can provide you with information that can help you use energy more efficiently.

    For more information see Smart meters: a guide on GOV.UK.

  • Who can move/install a gas meter?

    If you need to move your gas meter less than 1 metre in distance contact your gas supplier in the first instance.

    If you need to move your gas meter more than 1 meter in distance, contact your gas network operator.

    If we are your gas network operator, please visit our alterations page.

  • Who is responsible for my gas meter?

    Meter moves for Cadent's Network should be directed to Domestic Connections in Hinckley on 0800 0745 788.

    Northern Gas Networks: (Tyneside, Yorkshire) should be directed to Domestic Activities and Non-Domestic Tel:0870 300 7677.

    Wales and West Utilities: This includes Wales and South West (Devon, Cornwall, Somerset) should be directed to Customer Services team on Tel: 0870 165 0597.

    Southern England and Scotish Gas Networks Tel: 0845 026 0015.

Getting in touch

  • How can I become a supplier of goods and services/contact your procurement team?

    Please visit our Procurement/Suppliers page.

  • How do I make a complaint?

    Call our Customer Care Complaints Team (8am-8pm, Mon-Fri) on 0345 070 0203 selecting option 2 (all calls are recorded and may be monitored for training purposes).

    If English is not your first language, we'll find an interpreter who can translate for you.

    ALTERNATIVELY: If you have hearing problems please use our Minicom number: 0800 371787.

    Writing to us

    If you would like to contact us outside 8am-8pm, Mon-Fri, email complaints@cadentgas.com or send a letter to:

    Customer Care Complaints Team
    Cadent
    Brick Kiln Street
    Hinckley
    Leicestershire
    LE10 0NA

If you are affected by our works

  • Am I eligible for compensation due to your works/incident?

    How to claim:

    Call: 0845 757 3202 *

    *This call will cost 7p per minute plus your phone company’s access charge.

    Write to:

    Cadent
    Customer Support
    Hinckley Operational Centre
    Brick Kiln Street
    Hinckley
    Leicestershire
    LE10 ONA

    Email: cs.busclaims@cadentgas.com

  • How do I know when and how your work will affect my commute/travel?

    We will reduce the impact of road travel by:

    • developing and implementing robust, evidence based air quality action plans to improve air quality
    • working with our sub regional partners, fleet and freight operators to improve the efficiency of vehicles and goods delivery, and reduce exhaust emissions
    • implementing measures to ensure the current road system is used efficiently.”
  • I wasn’t in when you called to switch on my gas. What should I do?

    We have to go into all the homes and test all the gas appliances to check they’re safe when turning the gas back on. Our fitters work well into the evening and it could be as late as 8pm when you get a visit. If you haven’t heard anything by 7:30pm, call the number on the letters or cards you’ve had about the work.

  • You’ve all gone home and I still have no gas. Why?

    We have different teams, with different skills, doing different parts of the work. The team doing the pipework may have left because their part of the job is done, but the fitters who reconnect the gas are likely to still be in homes, safely turning the gas back on and checking gas appliances. They work up to as late as 8pm. If you still haven’t had a visit by 7:30pm, call the number on the card or letters that you’ve already received about the mains replacement to arrange an appointment.

  • You’ve left and I still have holes in my garden. Why?

    We have a commitment to fill holes and return the paths and driveways on your property back to normal within five working days of your gas going back on. If you have a path or driveway made of specialist or hard-to-source materials, such as printed concrete, this may take slightly longer.

    We will be in touch to discuss this with you. However, if it is longer than five working days, please call the number on the letters you have received or email connectionshelp@cadentgas.com

  • You said you were coming to turn on my gas tonight. Where are you?

    We have to go into all the homes and test all the gas appliances to check they’re safe when turning the gas back on. Our fitters work well into the evening and it could be as late as 8pm when you get a visit. If you haven’t heard anything by 7:30pm, call the number on the letters or cards you’ve had about the work.

Commercial questions

  • I am planning a housing development. How do I find out if the local gas main has sufficient capacity?

    Please email networkdesign@cadentgas.com with the address of the development. Someone will get back to you within 5 working days.

  • What is a wayleave agreement?

    Lands Officers provide a day-to-day point of contact for our grantors. Please contact your local Cadent representative if you have any queries by calling 0800 3895113 and selecting from the following options:

    For information on Wayleave Payments and change of name/address/ownership of land - Option 1

    North West & Scotland - Option 2

    North East - Option 3

    South East - Option 4

    South West - Option 5

    General Gas Grantor Enquiries - 01926 654844.

  • ​Where does Cadent operate?​

    Ashbrook Court

    Prologis Park, Central Boulevard
    Coventry
    CV7 8PE


Further info

New Connections

Connect gas to existing and new-build properties

Disconnections

If you don’t need gas at a property anymore, we can disconnect the gas supply.

Alterations

If you are renovating or extending a property you may need to change the position of your meter and gas pipes.

Priority services

The Priority Services Register (PSR) is free to join. It helps energy companies like us look after customers who have extra communication, access or safety needs.

Need to get in touch?

There are lots of ways to get in touch with the right person at Cadent.

Working for us

There are lots of opportunities at Cadent. Find out more about our culture and programmes.

About us

Underneath your feet run 200 years of innovation; a pipe network connecting 11 million homes and businesses, an invisible commitment to meet your energy needs, today and tomorrow.