1 incidents
    Loss of gas - Ingham 10 Jul 2024 12: 30 PM
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    Frequently Asked Questions

    In an emergency

    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.

    • 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.

    If your boiler has stopped working in the cold, check if your boiler’s condensate pipe has frozen. Here are some simple steps that might help you get your boiler back up and running if it stops working.

    If your boiler still doesn’t fire up after trying to thaw the condensate pipe, contact your gas supplier if you have home or boiler care cover. Alternatively, contact a Gas Safe registered engineer for assistance. The National Gas Emergency Service won't be able to help with boiler or appliance issues.

    For further information please visit Boiler not working?

    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.

    We operate a ‘make safe’ service. We will attend to ensure that you and your property are safe whilst checking for any gas leaks or emergencies. You may require further work from a Gas Safe registered engineer – if so, there may be a charge for this work.

    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.

    If it is has been longer than five working days and the holes have not been restored, please get in touch.

    We are regulated by The Office of Gas and Electricity Markets (Ofgem), who set out our Guaranteed Standards of Performance. If we fail to meet any of these standards, you could be entitled to a compensation payment.

    The standards cover:

    • Restoring your gas supply
    • Reinstatement (filling the holes after our work)
    • Notification about planned works which will interrupt your gas supply
    • Gas connections/alterations/disconnections
    • Provision of alternative cooking/heating facilities for priority domestic customers
    • Response to complaints

    To receive a free job report about our visit, please fill out our online form.

    All our engineers carry identification. Please ask to see this before letting anyone in. Find out more about how to stay safe on your doorstep.

    If you smell gas you should immediately call the National Gas Emergency Service on 0800 111 999, available 24/7 and free to call. Calls may be recorded and monitored.

    We will attend the location to investigate and find the source of the gas leak. This means we may have to go into homes on the street or dig the road. We may need to cut off your gas supply if it’s not safe to keep it on. Once we’ve found it, we will need to stop the leak by repairing or replacing the pipe. We may not be able to do this all in one day but will try to fix it as soon as possible.

    Connections

    Please visit our alterations web page, where you can find out how to apply for a gas alteration, what to expect and get answers to your questions using our live chat bot, Connie.

    Meter moves for Cadent's Network should be directed to Domestic Connections on 0800 074 5788.

    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.

    Please visit our disconnections web page, where you can find out how to get your gas supply disconnected, what to expect and get answers to your questions using our live chat bot, Connie.

    We don't supply or fix smart meters. We look after the pipes that get gas to your home.

    If you want a smart meter, or your smart meter isn’t working properly, please call your gas supplier.

    A gas connection lets you install gas central heating to help heat your home for less. Your personal circumstances may mean you qualify for a free or discounted connection. Find out more: free-or-discounted-connections

    There are alternative companies to Cadent that can be used to either make a new connection, alter existing pipework or disconnect services. Find out more: alternative-providers

    Please visit our diversions web page, where you can find out how to get a gas pipe diverted, what to expect and get answers to your questions using our live chat bot, Connie.

    Your gas supply

    To check on the status of your gas supply, either:

    • Fill out our online form
    • Call us on 0800 389 8000, selecting Option 3

    • 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.

    Use the Meter Point Administration's online search tool: Find My Supplier to find out who supplies your gas or call the Meter Point Administration Service on 0870 608 1524.

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

    If you live in the North West, West Midlands, East Midlands, South Yorkshire, East of England or North London, we look after the gas pipes in your street. We are responsible for all the gas pipes running up to your meter.

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    You can arrange for a new meter box or parts via your gas supplier, a Gas Safe Registered Installer with a MET1 certificate or a local DIY/hardware store.

    Please get in touch using our online enquiry form or call us on 0800 389 8000. You can find out more at www.hse.gov.uk/gas/supply/legislation.htm

    We don't supply, fit or fix meters. We look after the pipes that get gas to your home. If you want a new meter, want your existing meter moved, or your meter isn’t working properly, please call your gas supplier. If your meter and all of your appliances aren't working then please call our emergency team on 0800 111 999 and report a No Gas incident.

    Digging safely

    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.

    The online portal at LinesearchbeforeUdig can help you stay safe. Full guidance is available on the self-service portal and you will receive an initial response immediately.

    Please call us the plant protection team on 0800 688 588 or email us at  [email protected]

    No. This is one of the advantages of LinesearchbeforeUdig. Once you submit your enquiry, it will be circulated to all relevant utilities registered on the platform. Please note you will receive separate responses relating to different utilities, as each company has its own account with LinesearchbeforeUdig.

    You will receive an initial response instantly. However in some cases, we will need to carry out further investigations and this will require further information from you. It is essential we take all necessary precautions to protect our assets and keep you and the public safe. We can only carry out our investigations once we receive all required information. We will keep you informed of your next steps each step of the way.

    Getting in touch

    If you wish to become one of our potential suppliers please see Achilles Supplier Solutions. Further information.

    All the contact details you need can be found on our Contact us page.

    Working in the road

    Please call us on 0800 389 8000 – or the enquiry number recorded on any letter/s from us – if the traffic lights are:

    • Stuck on red or green
    • Not operating
    • Visibly damaged

    Although it may appear that there is no-one working on the site, we’re still working. Sometimes, for safety reasons, we have to allow one process to 'settle' before starting the next stage. Even after the main work has been completed, we cannot restore the ground in one go - a temporary surface will be laid but this has to be given time to settle before the top layer (of concrete, asphalt etc.) can be laid and set.

    Only when this has taken place is it safe for us to allow traffic to use the section of the road again. If you need to contact us about the lights (and there are no safety concerns), please complete our enquiry form or call 0800 389 8000 – or the enquiry number recorded on any letter/s from us.

    Please call us on 0800 389 8000 – or the enquiry number recorded on any letter/s from us – so that we can come and correct the barriers.

    Affected by gas pipe upgrades

    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.

    We’re committed to upgrading the gas infrastructure across the UK. We’re replacing the existing iron gas pipes with new plastic pipes, which will futureproof our network and allow us to keep the gas flowing.

    For further information, watch our short video below:

    We always aim to keep businesses, customers and motorists updated on any major planned work in their area. We send letters to people whose homes are affected, and carry out personal visits. In some cases, we organise public exhibitions to explain what the plans are and why the work is necessary to the wider community. This also provides an opportunity for people to ask questions and discuss some of the detail. We also provide information to AA Roadwatch and the local media.

    If we can make use of technology to keep digging to a minimum then we will, but this isn't always possible.

    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.

    If your gas is off because of planned pipe upgrade work, it may be that we're still working to get gas back on to your street. Our fitters work well into the evening and it could be as late as 8pm when you get a visit. 

    If your gas is off because of a gas emergency, call 0800 111 999.

    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.

    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. To learn more about the process, watch the short video below.

    We will be in touch to discuss this with you. 

    The work we do is important to keep the energy flowing and communities safe. Whether we're responding to an unpredictable gas emergency, or carrying out essential upgrades to our pipes, we will work hard to try and keep the impact on your trade as small as possible.

    However, if our work in your street has taken more than 28 days, and your business relies on customers visiting the affected premises to trade, then you may be able to claim compensation.

    Certain criteria has to be met in order to make a claim.

    • Our work must have taken more than 28 days to complete
    • Your annual turnover must be under £1.77million (excluding VAT)
    • Any loss to trade must exceed 2.5 per cent of the annual turnover of the business.
    • The loss to your business must be more than £500
    • Any loss must be as a direct results of our work

    If you want to talk about this or would like a claim form, please call 0845 757 3202 or email: [email protected]
    This call will cost 7p per minute plus your phone company's access charge.

    Although it may look like there is no-one working on the site, it doesn't mean the work has actually finished. Sometimes, for safety reasons, we have to allow materials to 'settle' before starting the next stage. Even after the pipe improvement or repair work is finished, we can't always fill the holes in one day. We may be able to partially fill the holes, but this has to be given time to settle before the top layer (of concrete, asphalt etc) can be laid and set. Only when this full process is complete and everything is dry and safe to be driven or walked on, is it safe for us to allow traffic and pedestrians to use the section of the road once more. To learn more about the process, watch the short video below.

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