Frequently asked questions

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.

• 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 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.

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 https://cadentgas.com/help-advice/boiler-not-working

Call us: 0800 389 8000 - 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.

• 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 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.

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.

Our online portal, EAGLES, can help you stay safe. Full guidance is available on the portal and we'll respond to an enquiry within 24 hours.

Please call us the plant protection team on 0800 688 588 or email us at plantprotection@cadentgas.com

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

If you want to speak to us about any aspect of our service, call the Customer Care Team (24-hours) on 0800 389 8000 * (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

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

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.

If you have a question about our work, call our enquiry line on 0800 389 8000  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 0800 389 55 55 (option 2) or email box.GSOSAdmin@cadentgas.com.

Under the gas industries’ guaranteed standards of service the following compensation arrangements apply:

Properties used for domestic purposes only, will be entitled to £30 for every complete 24 hour period without gas up to the point at which we first visit the property to reconnect the supply, capped at £1,000.  From 1 April 2019, payments will double and the £1,000 cap will be removed. Properties used for non-domestic purposes only (e.g. factories), will be entitled to £50 for every complete 24 hour period without gas up to the point at which we first visited the property to re-connect the supply, capped at £1,000. From 1 April 2019, payments will double and the £1,000 cap will be removed.

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.

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: box.cs.busclaims@cadentgas.com
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.

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 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.

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.

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.