What we are doing:
    • Carrying out repair to the governor
    • Gas Engineers need to turn off the gas supply at the meter of all affected properties
    • Revisit properties to safely turn on the gas supply

    Good evening everyone

    We are pleased to say that we have now restored gas to almost all homes impacted by this incident.

    The only properties that we haven’t restored supply to are those where no-one was at home when we knocked on the door. We have made several visits to these homes.

    Residents of these homes should ring 0800 111 999 and ask for a purge and relight. An engineer will come to restore your supply and safety check everything.

    We have posted this guidance through the letterbox too.

    It is important that you DO NOT attempt to restore your own supply. This MUST be done by one of our engineers.

    We also wanted to confirm that you are entitled to compensation if you were without gas for more than 24 hours. The details are explained in a letter we will post to you soon. You do not need to do anything. We have the details of all impacted customers and we will be in touch soon with your gas suppliers (the company you pay your gas bill to), to make the necessary arrangements.

    Thank you for your patience as we resolved this issue as safely and as quickly as possible. Your kindness to our engineers has been very touching and is greatly appreciated by all of us. After the interruption of the last few days, we hope you have a restful and enjoyable weekend.

    Good evening,

    First of all, we’d like to thank everybody who is yet to be back on gas for their continued patience, it is very much appreciated.

    We are very pleased to report that we continue to make good progress in restoring gas to you at your gas meter in Ingham.

    Our engineers are carrying on working into the evening in a bid to try and get everybody back on. We hope that we will be able to get every customer back on gas tonight, but we can only do this if you are in. So, please, we would ask that you try to stay in if at all possible, or alternatively, leave a key with a neighbour, so that we can access your property and get you back on gas.

    If you are out, don’t worry, we will keep trying until 10pm to try to gain access and get you back on gas. If you think that we have missed you, please don’t panic, we will have engineers back on site tomorrow to keep trying.

    Of course, we just want to remind you that – for your own safety – it is important that you do not attempt to restore gas at your meter yourself. This must be done by a Cadent engineer. And all of our engineers will be wearing ID.

    Thank you for your continued patience. We are very pleased to report that we have made positive progress, and gas is now back in our Network in Ingham.

    We now have engineers visiting every property to restore gas to you at your gas meter. We are hoping to have everybody back on gas today, but we can only do this if you are in. So, please, we would ask you to try to stay in if possible, or leave your key with a neighbour so that we can access your property and get you back on gas.

    But don't worry, we will be visiting every property at least once today. If you are out, we will keep trying into the evening to try and get you back on gas as soon as possible. So if you think we've missed you, we will come back.

    Again, please do not attempt to restore gas at your meter yourself. It is important that one of our engineers does this.

    Whilst you are waiting, we do have a food van which is serving lunch options outside The Inn on the Green, LN1 2XT, so feel free to come and get yourself fed.

    We are currently in the process of installing temporary barriers around the replacement governor to provide extra protection. We are already in conversations with the local council about how we can provide a permanent solution.

    We look forward to seeing you, and getting you back on gas soon.

    Good morning,

    We are pleased to confirm that we have now been successful in isolating the gas supply at the gas meter at all affected properties. Thank you for your assistance in allowing us to get this done.

    This means that work is now underway to replace the damaged governor and then we can begin reintroducing gas into our Network.

    As a result, we will be beginning to go back around every single property again later on today to restore gas supplies as each customer's gas meter.

    Again, as was the case yesterday, we can only do this if we can access your property, so we would ask you to try and ensure that you are in, or leave a key with a neighbour who can allow us to gain entry, so that we can get everyone back on gas as soon as possible.

    We will continue to attempt to gain access to properties until further notice. All of our engineers will have ID, so we would encourage you to ask to see this so that you can be sure that it is a Cadent colleague.

    Equally, it is vitally important for your safety that you allow one of our engineers to reconnect your gas supply. Please do not attempt to do this yourself.

    We are continuing to support all of our customers, especially those who are most vulnerable. If you need anything, please do get in touch.

    And, we are pleased to say that breakfast is available for all customers outside The Inn on the Green, LN1 2XT, so please come down and grab something to eat.

    We will post further updates as and when we have them, but thank you for your continued patience.

    "Further to our previous update, we have made positive progress when it comes to isolating the gas supply at the gas meters of all of our affected customers, so thank you for being in and allowing us to carry out this work.

    This is important so that we are then able to carry out the rest of the process of restoring gas back into our Network, and then back into your homes.

    Our engineers remain on site and will continue to be so throughout the evening. We will keep on working until around 10.30pm, and whilst we recognise that this is late (and that you might be otherwise distracted tonight!) we would appreciate it if you could be at home so that can access your gas meter to isolate it. If you can't be at home, have you thought about making plans to leave a key with a neighbour?

    Tomorrow, we will be back on site from the early morning to continue our work to resolve this issue. Getting you all back on gas is our number one priority. We will also keep working to ensure that all of our customers are supported during this time.

    Earlier today, we sent a text message to all of the customers who had consented for us to have their mobile number. The message was as follows:

    “Good evening, it’s Cadent here, your local gas network.

    On Wednesday 10th July 2024, Cadent attended an emergency situation on the A15 following reports of a two-vehicle collision. One of the vehicles had then collided with one of our governor stations - a small kiosk which manages gas pressures in the local area.

    Cadent engineers have made the area safe but there now follows the process of recommissioning and repressurising the local network which will take some time. This means that affected customers will be without gas for a period of time, and at least overnight tonight.

    To keep updated with the latest information Please visit https://cadentgas.com/incidents/loss-of-gas-ingham

    Thank you for your patience and support”

    We want to assure you that this was genuine, and it did come from us at Cadent.

    Tomorrow, our customer team will be on site in our dedicated customer centre, so please keep checking back on here for updates.

    We have a food van which is serving a variety of hot food for the evening at The Inn on the Green, LX1 2XT so please feel free to visit and get yourself a hot meal,

    Thank you, again, for your patience and understanding.”

    As the gas emergency service, we were called to a road traffic incident just outside Ingham, Lincolnshire this morning, where a vehicle had then collided with one of our governor stations - a small kiosk which manages gas pressures in the local area. 

    As a result of this collision, the governor immediately made itself safe by cutting off the gas supply which has affected Cadent customers in the Ingham area.

    Working alongside the emergency services, Cadent engineers have made the area safe but there now follows the process of recommissioning and repressurising the local network which will take some time. This means that affected customers will be without gas for a period of time, and at least overnight tonight.

    The first part of the process of restoring gas supply is that Cadent engineers need to visit every affected property to manually isolate the gas supply at the gas meter.

    In order to do this, we need customers to be at home, so we would ask you to try and stay in, or get home to allow this process to take place. If you are going out, how about leaving a key with a neighbour who can let us in?

    Cadent engineers will always be wearing ID, so we could encourage you to ask to see it so that you can be sure that only a Cadent colleague is carrying out the job.

    Please also ensure that you do not attempt to turn off to isolate the gas meter yourself. It is crucially important for safety that this is done by one of our engineers.

    Our engineers are in the village and will be working late into the evening as they try to visit as many homes as possible.

    Our Customer Service team are also currently visiting the homes of customers who are on the PSR (Priority Services Register). We will be helping the most vulnerable customers to ensure that they are safe, and we will do all we can to support them until the gas supply is back on.

    We are also in the process of setting up a dedicated customer centre where residents will be able to access information and supplies. Please check back for an update as to where we will be based, and what hours we will be there. 

    We will be regularly updating our incident webpage, so please keep checking back for the latest updates and information.

    We'd like to thank everybody affected for their patience and understanding as we deal with this as quickly and as safely as possible.

    We would like to remind everyone that if they ever suspect a gas leak then they should call the Gas Emergency Service number on 0800 111 999* as it may not be related to this incident. The number operates 24/7 and is free to call."

    *All calls are recorded and may be monitored.

    .

    With the current loss of gas supply 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

    Unfortunately not.  We will usually visit an area at a time and we will publicise which areas we are in, but don’t worry. We will always visit at least three times to try to switch your gas supply on. If you are still not in on the third visit, we will leave details for you to contact us and we will send an engineer out.

    What are the key facts on Carbon Monoxide Poisoning?

    • Carbon monoxide poisoning is preventable
    • It can be FATAL
    • And it often goes undetected

    Three tips which could save your life:

    1. Know the symptoms and signs
    2. Ensure gas appliances are installed, maintained and fixed by a Gas Safe registered engineers only. Have your gas appliances checked annually by a Gas Safe registered engineer.
    3. As a backup, buy and install an audible carbon monoxide detector – it could save your life

    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:

    • Colourless
    • Odourless
    • Tasteless

    The symptoms of carbon monoxide poisoning include:

    • Headaches
    • Nausea
    • Tiredness
    • Chest and/or stomach pains

    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:

    • Appliances have been installed correctly
    • Appliances are in proper working order – boiler or fire flames should be blue not orange or flickering
    • Appliances are checked for safety on an annual basis (For those in rented accommodation this is your landlord’s responsibility)
    • You have a copy of the gas safety certificate for all appliances in your accommodation
    • There is enough fresh air in a room
    • Chimney or flue is not blocked
    • Make sure a Gas Safe registered engineer install or maintains your gas appliances.

    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.gassaferegister.co.uk

    www.nhs.uk/conditions/carbon-monoxide-poisoning/Pages/Introduction.aspx

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