Customer CentreTo support affected customers, we have established a Customer Centre at St Thomas Canterbury Church of England Primary School, Sawyers Hall Lane, Brentwood, CM15 9BX.
Customers who are registered on the Priority Services Register, or who may be eligible to join the register, can access additional facilities to assist them during this incident.
Our dedicated Customer Team is also available to provide support and answer questions on 0800 389 8000, from 8am to 8pm.
Essex & Suffolk Water to repair the burst water main - COMPLETED
Cadent to check and repair the gas mains – On going
Engineer visits to each affected property, to isolate supply – On going
Remove all the water from the gas network – On going – over 4.5k litres of water removed so far
Engineer visits to each affected property, to restore supply and check everything is working safely – Not started
Our customer teams are onsite to support customers who need it, particularly those on the Priority Services Register.
At this stage, we know that properties in the following postcodes are affected.
| CM14 4EZ | CM14 4XZ | CM14 4YL | CM15 0BJ | CM15 9DF |
| CM14 4RJ | CM14 4YA | CM14 4YN | CM15 9BD | CM15 9DG |
| CM14 4WD | CM14 4YD | CM14 4YP | CM15 9BJ | CM15 9DN |
| CM14 4XU | CM14 4YG | CM14 4YR | CM15 9DE | CM15 9DW |
| CM14 4XX | CM14 4YH | CM14 4YS | CM15 9DB | CM15 9HP |
| CM14 4XY | CM14 4YJ | CM14 5EE | CM15 9DD | CM15 9HR |
While no properties on certain roads are not thought to be impacted, you will notice we have an excavation in the area. This is to help us repair the gas pipes and remove the water from the local network.
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, including anyone 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
Unfortunately, not. This is a large-scale incident. Further instructions will be given when it is safe for gas supplies to be switched back on.
This depends on how long you are off gas. Cadent has a statutory obligation to pay compensation to anyone who is without gas for more than 24 hours after the first complete 24-hour period of being without gas.
No, as gas is still being supplied to your property. However, if we have turned your gas supply off, you should be entitled to compensation as applicable.
No. If compensation is applicable, 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.
If compensation is applicable, Cadent must pay the compensation payments to the gas suppliers within 10 working days after the closure of the incident.
If compensation is applicable, this will depend upon your gas supplier. Some may take it off your gas bill; others may send you a cheque.
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.
