Message from Howard Forster, Chief Operating Officer

Energy networks like Cadent have been recognised as critical industries throughout the COVID-19 outbreak. We make sure gas safely reaches homes, hospitals and schools, as well as businesses, factories, and industry.

During the lockdown, we stepped down our planned customer facing gas mains renewal work, only focusing on critical projects and emergencies.

To keep the gas flowing safely, both now and in the future, we are carefully restarting our construction 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 our customers. We will monitor and assess this programme throughout this initial three months.

Safety of our customers and colleagues has always been our absolute priority. Every year, we replace around one per cent of the 80,000 miles of underground mains we look after, as they reach the natural end of their safe working lives. 

Some of these are old pipes and showing signs of age. We must replace them so we can help remove the risk of gas leaks and ensure a safe and reliable gas supply. We’re changing the way we do that now so that it takes account of all guidelines associated with COVID-19. 

If colleagues need to enter people’s homes, they will be wearing all the appropriate protective clothing to keep those living there safe. This will include disposable gloves, masks and safety glasses. They will ask residents to stay in a separate room. They will work as efficiently as possible and wipe down any surfaces they have touched before leaving the property.

Colleagues will observe social distancing from the public and from each other. However, where work tasks require colleagues to work more closely together, contact between colleagues will be kept to a minimum, they will wear the appropriate PPE for the task and follow good hygiene rules.

We are continuing to work hard to keep the gas flowing safely across our networks to your homes and businesses during this time. 

If we need to visit your home, 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 (sheilding) 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.


We are available to answer your questions or concerns Monday to Friday from 8am to 8pm on 0345 835 1111 or email us at wecare@cadentgas.com

We will continue to provide regular updates via our Facebook and Twitter feeds and her on our website.

Additional resources

Download our customer leaflet.

COVID-19 Risk assessment certificate 

We have undertaken COVID-19 risk assessments, which are regularly reviewed.  The additional controls required as a consequence of these risk assessments have been incorporated into our guidance and procedures, and shared with our colleagues through the usual channels.
 

Questions and answers

How are you keeping the gas flowing?
I have received a letter about your work, why are you doing this?
You are still working in my community, what are you doing?
When an engineer knocks at my door, what extra precautions are you taking?
Do your engineers carry ID?
What are you doing to support customers in a vulnerable situation? (PSR)
I smell gas, who do I call?
I suspect carbon monoxide poisoning, what do I do?

Further advice

Priority customers

The Priority Services Register (PSR) helps gas and electricity companies look after customers who have additional communication, access or safety needs. It’s free and easy to join and gives extra support to those who need it.
 

Register for PSR

UK Government response

Learn about the government response to Coronavirus on GOV.UK

 

UK Government response

NHS Information

Find out how to protect yourself or check if you need medical help on the NHS website.

NHS Website