Our colleagues are ‘critical workers’ providing essential services to keep the gas flowing and the National Gas emergency service running. We have prioritised the work we do to make sure that everyone continues to receive a safe and reliable gas supply. We will always prioritise emergency response and urgent safety issues.
As the gas emergency service in your area, we will continue to provide this free service throughout any type of lockdown situation.
Following Government guidelines we are able to continue our mains replacement work to ensure the safety of the gas supply network. We will continue to monitor the situation and Government guidelines and will implement any changes as necessary.
If a customer is shielding or self-isolating we ask that they contact us as soon as possible on 0800 389 8000 . We would like to reassure customers that extra safety measures are put in place to protect them and our colleagues whilst completing critical safety work in their home.
From mid-June we started to increase our work to upgrade the gas pipes in your area and this is critical gas safety work, so you can continue to receive a reliable gas supply. We will need to come into your home to turn off your gas supply for a short time. We want to reassure you that the safety of our customers and colleagues is our number one priority and we are taking extra precautions.
To let us know that someone in your home is self-isolating and/or shielding – please call us on
0800 389 8000 or email
wecare@cadentgas.com .
Wherever possible, we will continue the critical maintenance and repair work needed to maintain a safe and reliable gas supply. If you see us outside or if we have to visit your property, be assured it is because it is critical.
We are also helping in our local communities and our people have been working closely with foodbanks; delivering food, supplies and additional services to those who need it the most.
If you have been told to shield during the COVID-19 pandemic and can smell gas, suspect carbon monoxide or are experiencing issues with your gas supply
, please call the free national gas emergency line on 0800 111 999*
immediately. Our staff will give you the necessary gas safety advice. If we need to visit your property we have put extra safety measure in place in line with Government guidelines.
We will need to ask you some extra questions:
Is there anyone in your property with a confirmed case of COVID-19?
Are you or anyone in the property in self-isolation on medical advice (shielding) or following contact with someone who has the virus?
Please do not worry about these questions – we will still come to you. If the answer to either of these questions is ‘yes’ we will take the following measures so that we can keep you, our colleagues and other people safe.
We will ask that people in the property stay in a separate room from the engineer while he or she carries out essential work or safety checks. For example, stay in a room where there are no gas appliances or the gas meter.
Please open the windows in the room where the engineer will be working.
Our engineer will wear appropriate protective clothing as a precaution.
Once our engineer has finished their work and leaves, they will remove the gloves, dispose of them safely and then thoroughly wash their hands before going to the next property.
Shielding - If you are shielding please call us to let us know.
If you have received a letter regarding our gas mains replacement work, similar to the letter
attached and we have explained we may need to come into your home, please let us know as soon as possible by calling us on
0800 389 8000 .
Self-isolating – If you or a member of your household are having to self-isolate please let us know as soon as possible by calling us on
0800 389 8000. Following new Government’s guidelines we
will be able to enter your home whilst you are self-isolating. We understand this can be a worrying time for you and we want to work with you.
We would like to reassure you that extra safety measures are put in place to protect you and our colleagues whilst completing our critical work in your home.
To keep the gas flowing safely, both now and in the future, we are carefully restarting our programme to replace ageing metal gas mains with tough new plastic ones under an initial three-month programme of works, starting mid to late June.
This programme will be subject to permission from councils for us to work in the streets and to the evaluation of feedback from customers. We will monitor and assess this programme throughout this initial three months.
If you have received a letter and we have not started the work after a week of our initial start date, there is a possibility we have had to defer the project to a later date. Please bear with us, we will keep you informed whether this project is starting or will be rescheduled.
We have provided our people with relevant personal protective equipment and are ensuring social distancing is maintained. Following guidance from the Government, we’re putting extra safety precautions in place.
These may include, where appropriate:
Keeping a distance when talking with customers.
Washing hands regularly and thoroughly.
Using antibacterial hand sanitiser regularly.
Wearing protective clothing as a precaution.
Wiping surfaces in properties.
Working efficiently to minimise the time spent in your
property.
Cleaning all vans and equipment regularly.
Yes, all our engineers carry identification and you should always ask to see this before letting anyone into your property. However, If you want to check that this is not a bogus caller, please feel free to give us a call on: 0800 389 8000 .
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Call 0800 111 999* immediately. We want to assure you that we will attend any gas escape and that we will make it safe, whether you or anyone in your property has COVID-19 or not.
Call 0800 111 999* immediately.
It is important to us to continue providing connection services during this difficult time for our customers, whilst ensuring we continue to meet government guidelines on social distancing, to maintain the safety and wellbeing of our people and the public.
We are now undertaking risk assessments to schedule and deliver work requests and we will contact you to confirm the work is required, before we visit your premises.
Where the work requires entry to your premises (i.e. for service alteration / disconnection), it will only be undertaken if the premises are occupied by people living and a risk assessment allows safe working.
We continue to provide a tailored service to accelerate the delivery of ‘
urgent connections ’ to support customers in vulnerable circumstances, new healthcare facilities to support the COVID-19 NHS emergency plan, schools for frontline and critical workers. Please contact us if you need to make an application that fall within these categories.
UIP / iGT connections - following acceptance of your planned connection date you will be able to proceed with your works for those not requiring Cadent resources based on your own risk assessment.
To minimise the spread of the virus our Connections teams continue to work from home – please contact us using the below:
Domestic & Non Domestic Applications
Telephone: 0800 0745 788
Email: QuotesTeam@cadentgas.com
Third Party – UIP / iGT
Telephone: 0845 3666758 (Option 3)
Email: networkdesign@cadentgas.com
We will continue to review these arrangements based on developing Government guidance and we remain committed to maintain the safety of our people, the public and in keeping our promise to you our customers during these times.
If you’re an ‘at risk’ person who has received a letter from the NHS advising you to take additional measures to protect yourself from COVID-19, then you should consider signing up for the
Priority Services Register . This provides free additional services to customers in vulnerable circumstances if there is a power cut or you lose your gas supply unexpectedly.