Customer CentreAlternatively contact us on:
Phone: 0808 178 8078
Email: [email protected]
From 8.00am to 8.00pm Monday to Friday
Whielden Street is closed from Gilbert Scott Court to The Broadway. (Access to residents only.) Access is available to the hospital via Whielden Lane.
There is also three way traffic lights at the junction of The Broadway, Market Square and Whiledon Street.
*Will I get compensation for being without gas?
Yes. Cadent has a statutory obligation to pay compensation to anyone who is without gas for more than 24hrs after the first complete 24hr period.
We are currently still restoring gas supplies but once this is incident is over, we will notify your gas supplier (the company whose name is at the top of your gas bill). Cadent must pay the compensation payments to the gas suppliers within 20 working days after the incident has been closed. This payment will then be passed on to you by your gas supplier.
Everyone who lost gas will receive a letter regarding compensation for loss of gas. Householders are entitled to £75 for every 24 hours they were off gas while businesses will receive £130 per 24 hours off gas. This will be paid directly to them via their gas suppliers.
*Do I need to claim for compensation?
No. Compensation for the loss of your gas supply will be paid automatically to your gas supplier whose name will be at the top of your gas bill. Your gas supplier will then pass this on to you.
*When will I get my compensation?
Cadent must pay the compensation payments to the gas suppliers within 10 working days after the closure of the incident.
*How will my gas supplier pass on this compensation payment?
This will depend upon your gas supplier. Some may take it off your gas bill; others may send you a cheque. You will need to contact them for this information.
*How much will I receive?
This will depend upon how long you were without gas. We pay compensation for every 24-hour period you are off gas after the first 24 hours. We pay £75 for every 24-hour period off gas to domestic customers and £130 for every 24-hour period off gas to business customers until we can re-connect your supply.
For example: Tuesday 15th November at 5pm gas supply was turned off. Friday 18th November at 7pm gas supply is reconnected. Total hours off gas = 74hrs, entitled to 48hrs compensation = £150 compensation.
With the current gas supply incident across the area, Cadent engineers may require access to your property (if you are a gas user) to facilitate the restoration of your gas supply.
Before you let anyone into your home you need to know they are who they say they are, so you should always ask to see their identification card.
When one of our engineers arrives at your door, they will always show you their Cadent identification card. To confirm they are who they claim to be you can call us on 0800 389 8000 to confirm their identity.
Our engineers will not be offended if you close the door and make the call to us. They will wait on the doorstep until you are happy to let them in.
We will be visiting all residents in vulnerable situations to switch their gas off. We are also providing assistance to those in the most vulnerable situations.
These include people who are elderly, chronically sick or recovering from a hospital stay, have a terminal illness, have a disability or you have children aged 0 -3 or you are registered on the Priority Services Register .
If you know of someone in a vulnerable situation and you are concerned please contact 0800 389 8000.
The Priority Services Register (PSR) is a free service offered throughout the energy industry available to domestic customers across England, Wales and Scotland.
It helps energy companies like Cadent look after customers who have extra communication, access or safety needs. It’s free and easy to join and gives extra support to those who need it.
You can register yourself, or someone you think would benefit from being on the PSR.
Find out more here https://cadentgas.com/help-and-advice/priority-services-register
This will depend upon how long you were without gas. Your entitlement is above.
Carbon monoxide (CO) is a poisonous gas that is produced when fossil fuels - coal, wood, oil and gas, are burnt without adequate air ventilation.
Carbon monoxide is:
The symptoms of carbon monoxide poisoning include:
If you experience any of the above symptoms you should seek medical advice straight away.
Check list to ensure you don’t suffer from carbon monoxide poisoning. Ensure:
If appliances have not been serviced recently or have been deemed at risk, please call 0800 408 5500 to find a Gas Safe registered engineer in your area.
If you are tenant in accommodation; tell your Landlord, who is responsible for ensuring appliances are safe to use and instructing a Gas Safe registered engineer to repair or maintain the gas appliances.
Further information on carbon monoxide can be found at the following:
https://cadentgas.com/suspect-carbon-monoxide
www.nhs.uk/conditions/carbon-monoxide-poisoning/Pages/Introduction.aspx
This is a large-scale incident. Further instructions will be given when it is safe for gas supplies to be switched back on.
As of 13/04/26 17:00, these are the streets where some properties have been affected. Not all properties may be impacted.
If you start to experience low gas pressure, or no gas pressure to all appliances and haven't been visited previously - please call the national gas emergency service on 0800 111 999*.
| Diamond Court |
| Forge End |
| Gilbert Scott Court |
| High Street – closest to Market Square |
| Stevens Way |
| The Broadway |
| The Platt |
| Ward Place |
| Whielden Close |
| Whielden Heights |
| Whielden Street |
*All calls are recorded and may be monitored.
