Help and advice
Answers to some of your most common questions
Your most common questions are answered below.
If you smell gas then call free on
0800 111 999
All calls to the National Gas Emergency Service and National Enquiry lines may be recorded and monitored.
Further information.
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.
0800 111 999*
If someone has collapsed or is displaying severe symptoms, seek medical help by calling 999 or 112.
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:
0345 835 1111 - Option 2
and we can confirm they definitely work for us.
More
ALWAYS ensure it complies with a British Standard:
Alarms can be purchased from many places such as Hardware stores like B&Q, some supermarkets and various online suppliers like Amazon, Ebay etc.
More information.
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.
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.
Call us: 0345 835 1111 - Option 3 Mon to Fri 8am - 8pm Opening times excludes bank holidays (e.g Good Friday & Easter Monday).
Write to us: Customer Support Hinckley Operational Centre Brick Kiln Street Hinckley Leicestershire LE10 0NA
Or email us.
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
If you live in any of these areas:
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.
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.
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.
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.
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.
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.
Meter moves for Cadent's Network should be directed to Domestic Connections in Hinckley on 0800 0745 788.
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. This is the company on your gas bill or visit the Ofgem advice page.
If you smell gas AT ANY TIME, call the national gas emergency number on 0800 111 999*.
If only one of your gas appliances isn’t working, it’s probably an issue with that appliance and you need to phone for a gas safe registered engineer. Visit the gas safe register website or phone 0800 408 5500.
We are licenced to work on pipes, not on domestic appliances.
Smart meters help customers control their fuel bills by showing them how much energy they are using minute by minute. The government has started a Smart meter programme which they hope will shrink people’s fuel bills and reduce the amount of energy we use as a nation.
They hope to have everyone using a smart meter by 2020.
For more information please visit the Smart Energy GB website.
Please visit our Procurement/Suppliers page.
If you want to speak to us about any aspect of our service, call the Customer Care Team (24-hours) on 0345 835 1111* (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
You can also email wecare@cadentgas.com or send a letter to:
Customer Care Team Cadent Brick Kiln Street Hinckley Leicestershire LE10 0NA
* Calls to this number will cost 7p per minute plus your standard network rate.
If you have a question about our work, call our enquiry line on 0345 835 1111 or email wecare@cadentgas.com
Write to:
Cadent Customer Support Hinckley Operational Centre Brick Kiln Street Hinckley Leicestershire LE10 ONA
If you have been without gas for more than 24 hours as a result of a gas emergency or an incident that is not part of our planned pipe upgrade work, then you may be eligible for compensation. Call 0345 070 0203 (option 2) or email box.GSOSAdmin@cadentgas.com
If you are a small business whose profit has been affected by a direct results of our work then you may be eligible for compensation. visit our Small Business Compensation
*This call will cost 7p per minute plus your phone company’s access charge.
We will reduce the impact of road travel by:
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 you haven’t heard anything by 7:30pm, call the number on the letters or cards you’ve had about the work.
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. If you haven’t heard anything by 7:30pm, call the number on the letters or cards you’ve had about the work.
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.
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 wecare@cadentgas.com.
Please email networkdesign@cadentgas.com with the address of the development. Someone will get back to you within 5 working days.
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.
Prologis Park, Central Boulevard Coventry CV7 8PE
Connect gas to existing and new-build properties
If you don’t need gas at a property anymore, we can disconnect the gas supply.
If you are renovating or extending a property you may need to change the position of your meter and gas pipes.
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.
There are lots of ways to get in touch with the right person at Cadent.
There are lots of opportunities at Cadent. Find out more about our culture and programmes.
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.