Water in gas pipes – N10

Good morning,

As we reach the final push, we have tried to visit as many properties as possible. If you remain off gas, we have probably tried to access your property, but have been unable to do so. But, don't worry; you can call us on 0800 111 999 and ask for a purge and relight for the N10 incident, and then we can arrange a time to come and visit you to get you back on gas.

We know that this has been a frustrating time, so we thank you for your ongoing patience and understanding.

Good evening,

Over the course of the weekend, we have made significant progress in getting as many properties as possible back on gas. We now believe that we have around 95% of all affected properties reconnected. But, our work still continues as we will not leave site until we have got all of you back on gas.

We have now visited the vast majority of properties at least once to attempt reconnection. But, of course, to get you back on gas, we do need access to your property; so if you haven’t yet been reconnected, it is likely that we have called when you haven’t been in. Don’t worry, if we haven’t managed to get hold of you, we will keep trying three times – after which we will leave a card which gives you a phone number that you can call to arrange a suitable time for us to visit to get you back on gas. It is really important that you do not try to reconnect your own gas supply, this must be done by a Cadent engineer. And, all of our engineers will be wearing ID, so please do ask to see this before we enter your property.

We will be working up until 10pm this evening, and we will likely be back on site tomorrow (Monday) because we are continuing to pump water out of our pipes.

Our dedicated customer centre will remain open tomorrow, from 11am-7pm. If you require any support, or need any help in filling out the compensation form, please do pop down and our customer team will be happy to help.

Good morning,

Further to last night’s update, we are pleased to confirm that – except for a handful of properties – we have now visited every property to try to reconnect your gas supply.

If you are still waiting to be put back on gas, don’t worry, we will visit again and will reconnect you when you are in. If we visit unsuccessfully three times, we will leave a card with a phone number for you to call us and arrange a convenient time for us to come back.

As you will be aware from our communications regarding compensation, you will be entitled to compensation for every 24 hours that you have been without gas from 12^thJanuary, after the first 24hrs. However, the compensation period ends when we are able to get gas to your meter – not when we are able to reconnect all of your appliances. This means that it is important that you are at home for us to reconnect your gas, as you won’t be entitled to any further compensation.

We are aware that some customers are having issues with their gas supply beyond the meter and with their appliances. If you have any appliance issues, please contact Affinity Water by calling 0345 357 2407 (and select option 1), and they will sort these with you. A gas safe registered engineer will then come and deal with your appliances.

Throughout today, our customer centre will remain open from 9am-5pm, so please do drop by if you need any support.

Good evening,

We have had teams of Cadent engineers on site throughout the day working to restore gas supplies to all remaining properties. This work – as you will see – is ongoing, and we will be working until 10pm to get as many of you back on gas as possible.

Owing to the amount of water that entered our pipes, there is still water in our network, and in the connecting service pipes. This is particularly the case in Phase 8, where the incident took place. We have had tankers on site all day pumping that water out.

We will be back on site tomorrow, and for as long as it takes to get you all back on gas. Please do bear with us, and thank you for your patience. But, if you are yet to be visited please don’t worry. We will not leave site until we have got everybody back on gas. If you are able to be at home so that we can access your meter and reconnect you, that would be great. If you can’t, don’t worry; either think about leaving a key with a neighbour, or we will try to access your property three times, after which we will leave a card which gives you a number that you can call to arrange a suitable time for us to come and get you reconnected.

Good morning,

As we enter the weekend, we are starting the final push to get you all back on gas.

Throughout the day, we will be visiting all properties that have not had their gas supply put back on. Don’t worry if you have not been visited yet, we will ensure we visit everyone and, today, our teams will be working until around 10pm.

To reconnect your gas supply, we need you to be in so please do try to be in so that we can access your property. If you can’t be in, don’t worry, we will visit three times and if we still can’t gain access, we will leave a card with a number for you to call to arrange for us to visit and get you back on gas. If you’ve already had that card, please do call as soon as you can.

A reminder that we still have a team at our customer centre in Freehold Community Centre and we will be there until 5pm today and back again tomorrow. If you require any support or assistance, or need any help filling out your online compensation form, please do come and see us.

Thank you for your ongoing patience.

Good evening,

You will know from our most recent updates that we are now restoring gas supply in all areas (or ‘phases’ as we’ve called them).

Our engineers continue to find water in many of the service pipes. This is the narrower pipe which carries the gas into your home, from the big gas main in the road. Some service pipes have water in them, and some don’t. We only know this once we visit your home. Please bear with us.

By 6pm this evening, we had restored gas supply to nearly three-quarters of the properties impacted by this incident. To the remaining quarter, we ask for your patience for just a little longer. As soon as we have restored supply to one property, we move on to the next. We are working as quickly as we can to get to you.

Our teams will continue calling at homes until around 10pm this evening. If we haven’t reached you by then, we will be back tomorrow. Please stay in, if you can, or leave a key with a neighbour.

Please DO NOT try to restore your own supply. Our engineers must do this – as well as turning the supply back on, they will check the pipes are clear of water and that there are no issues with your appliances.

Always ask our engineer for ID – they will not be offended by you asking to see it and they understand that you will want to.

Our customer team at Freehold Community Centre will be onsite until 8pm this evening and also throughout the weekend (Saturday and Sunday from 9am to 5pm). Please visit us here if you need any further support, including if you need help with your compensation application – see the tab we’ve created on this page for more details.

Thank you – we are getting close to the end, but realise for those of you still to have your gas turned on, that this can’t come soon enough.

Good afternoon,

We have now pumped out 54,000 litres of water out of our Network, and our teams have been working throughout the night last night to get gas back in the pipes in all remaining phases.

We are pleased to announce that we have now restored the gas supply to the remaining Phase 8, which means that all 15 Phases have now been recommissioned.

We have now turned on gas supply to more than two thirds of the affected properties, and we are now in a position to be able to visit all remaining properties and restore gas supplies.

Please don't worry if you have not been visited to have your gas supply switched back on, we will ensure that we visit every single property. Please just bear with us. But please do not try to switch your gas supply on yourself, it is vital for your safety that this is done by a Cadent engineer.

In order to get your gas supply back on, we need you to be at home so that we can access your property. If you can't be in, please consider leaving a key with a neighbour who can give us access. If you can't be in, don't worry; we will visit your property three times, and if we still can't gain access, we will leave a card with a phone number that you can call us on to arrange for us to come and visit at a convenient time.

We do still have 16 properties – 31 to 40 Haldane Close and 1 to 6 Cromwell House - that are not ready for us to restore gas to due to an issue that we are dealing with. Our teams are working to resolve this as soon as possible, and our customer team will be in touch with those residents directly to offer ongoing support [This is now resolved].

We want to thank you again for your continued patience and understanding. We will keep working hard to get you back on gas as quickly as we possibly can.

Good evening,

Today has been a successful day on site. Our engineers are now reconnecting the gas supplies of properties in Phases 7, 9, 10, 11, 12, 13, 14 and 15.

We will be visiting properties until 11.30pm this evening however, if you would like a visit after this time, please leave a light on at the front of your property and we will continue visiting up until midnight.

If you aren’t in when we call, don’t worry, we’ll revisit each property three times. After that, we will leave a card for you to contact us to explain when you will be in. Please make sure you ask to see the ID card of anyone who visits your property, claiming to be a Cadent engineer.

As always, we will be prioritising the most vulnerable residents.

Each property in the Phases has to be visited by a Cadent engineer in order to have the gas switched back on and safety checks completed. We appreciate your continued patience.

Customer Support

We know it is difficult and not nice to be without gas. While we will of course help everyone, our first focus is those customers in vulnerable situations, including those who are on the Priority Services Register.

We have a dedicated customer support team based at Freehold Community Centre, 9 Alexandra Rd, London N10 2EY. This is open Monday to Friday between 8am and 8pm, and Saturday from 9am and 5pm.

Our team will be on site to help and support you where we can, as well as answer your questions.

Finchley Lido Leisure Centre – based in Great North Leisure Park, High Rd, London N12 0GL – has kindly offered residents the use of its showering facilities during normal opening times. Please take proof of address with you to use the facilities.

Phase 7

Bedford Close

Colney Hatch Lane (270 – 188)

Wetherill Court

Phase 9

Alexandra Road

Forest Walk

Phase 10

Audley Close

Brian Court

Cromwell House

Glendale, Midhurst (1 – 31)

High Ridge (1-12)

Louis Mews  

Mayflower Lodge 

Melbourne Court

Morley Court

Oak Avenue

Sydney Road (42 - 270 & 49 – 219) 

Wetherill Road (2 – 8)

Phase 11

Brisbane Court

Crown Road

Hampden Road

Neale Court

Pembroke Road (2 – 34 & 1 – 27) 

Raymond Court

Phase 12

Alma Road (1-43) 

Joshua Court

Roman Road

Stanley Road

Pembroke Road (44 – 112 & 29 -109)

Phase 13

Alma Court

Alma Road (2 – 20a) 

Monkswell, Colney Hatch Lane

Newton Avenue

Pembroke Road (111 – 147 &  114-146 )

Phase 14

Cambridge Gardens

Phase 15

Colney Hatch Lane (144-182) 

Goodwyns Vale (1-37)

Sydney Road (1-31)

Sydney Road (2-24)

Wetherill Road (12-26)

We want to thank you for your ongoing patience as we work tirelessly to get you back on gas.

Our engineers are continuing to reconnect the gas supplies of properties in Phases 7, 13 and 14, as well as Phase 10. We are pleased to say that we are now starting to switch people back on gas in Phase 12.

If you weren’t in, don’t worry we’ll revisit each property three times. After that we will leave a card for you to contact us to explain when you will be in.

We are continuing to pump water out of Phases 11 and 8, and as ever, we will update you as soon as we are able to start to reconnect gas supplies in those areas.

Good morning,

Our teams worked through the night to pump more water out of our network, and restore gas to the pipes in Phases 7, 13 and 14.

Thanks to the progress that was made overnight, we are now in a position to start to reconnect gas supplies to homes in Phases 7, 13 and 14.

As ever, it is vitally important that a Cadent engineer reconnects your gas supply - do not try to do this yourself. As a result, we will need to access your property and need you to be at home. If you can't be at home, how about leaving a key with a neighbour who can give us access? Or, feel free to get in touch with us and we can arrange to come and visit your property at a time that is convenient for you.

We will send out further updates later today about when we will be able to get further Phases back on gas.

Today we have been focussing our efforts on Phases 9 and 10, this has proved to be one of the most challenging Phases, due to the size of the Phase (over 650 properties) and the complexity of the network. Understandably this has caused frustration, but please be assured that we are working as quickly and as safely as possible. 

This evening, we visited properties to restore the supply in Phases 9 and 10 until 11pm this evening, however if you would like a visit after this, please leave a light on at the front of your property and we will continue visiting up until midnight. 

As always, we will be prioritising the most vulnerable residents. 

Please don’t worry if you are not in this evening, we will be back first thing in the morning. If you are not in when we visit tomorrow, don't worry, we will revisit each property three times. After that we will leave a card for you to contact us to explain when you will be in. Please make sure you ask to see the ID card of anyone who visits your property, claiming to be a Cadent engineer. 

Good evening,

We just wanted to provide you with a quick update about what we have been working on today.

Following some challenges yesterday, we have been able to fully restore the gas in phase 9 and our engineers are in the process of visiting homes to get residents back on gas. As we have said before, this requires somebody to be home – so, where possible, please try to stay in, or leave a key with a neighbour who can give us access to your property.

Once phase 9 is complete, our aim is to continue into phase 10. We've extracted a lot of water from the Network today so the reconnection process will be taking place gradually. Thank you for your ongoing patience and understanding.

Given some of the challenges we have faced, we have slightly amended the order in which phases are restored. Once phases 9 and 10 are complete, we will be moving on to phases 7, 13, 14, 12, 11 and then 8.

Due to the nature of progress today, and with the aim of getting more homes back on gas tomorrow, our teams will also be working through the night tonight, so there will be some noise. We apologise for this, but we are doing all we can to get everyone back on gas as soon as possible.

Thank you once again for all of your support and please visit our incident web page for further updates.

Compensation

Our 2pm update included details on how to claim the compensation you are entitled to. We know some residents are experiencing technical issues when trying to load or complete the form. We are experiencing high demand on the site and these technical issues will be resolved in due course. Thank you for your patience.

We will be writing to everyone who has been without gas; no matter for how many days you were off gas, explaining how we will make our compensation payments to you, for not being able to provide gas to your home or business.

We understand that customers will have been affected by this incident and your gas supplies will have been disrupted.

As your gas distribution company, if we are unable to provide gas into your home or business, Cadent has a statutory obligation to pay compensation to anyone who is without gas for more than 24hrs after the first complete 24hr period.

Usually, this compensation goes directly to your gas supplier within ten days of the closure of the incident. We have decided on this occasion, we will pay compensation directly to each affected bill payer once their gas supply has been restored.

To do this, we need the bill payer for each affected property to fill out our simple online form, to enable us to pay the compensation directly to you and not to your gas supplier. 

https://n10-compensation.cadentgas.com/

Every property that lost gas will receive a letter regarding compensation for the loss of gas.

Please complete this form by Monday 10 February 2025 if you wish to receive a direct payment.

We are aware that there are residents who may not have access to the internet and may not be able to fill in a form online.  If you need assistance, you can visit us at the Freehold Community Centre, 9 Alexandra Rd, London N10 2EY, where we will be able to help you.  Please remember to bring a recent gas bill with you.

If you don’t complete the form, your compensation will be automatically made to your gas supplier who will pass this on to the named account holder. 

For any customers that have experienced damage to their appliances, as a result of water entering property through the gas network, please contact Affinity Water by calling them on 0345 357 2407 (and select option 1).

Full details can be found on the Compensation Tab.

Good morning,

As you will be aware, our teams worked overnight to remove water from our pipes in Phases 9 and 10. Due to the amount of water that is in our Network, that work remains ongoing.

Engineers are working tirelessly to get that water out as soon as we can, but it is important that we remove it before we can safely restore gas supplies to properties in those phases.

As soon as we are able to start getting people back on gas, we will post updates on our incident web page, and on local community Facebook groups, so be sure to check for more news.

Good evening

We have gas back into the pipes in Phases 9 and 10 of this incident area. Around one-sixth of all impacted properties are in these two phases and while we have been able to restore supply to some this evening, we have paused for the night. It is late and we do not want to cause any concern or alarm by knocking on doors at this hour.

There is still water in the gas mains in these two phases and our teams will be working into the night to continue removing that. We apologise for any noise, which we will try to keep to a minimum. We want to be sure the water is all out before we restart putting customers back on gas. We will post an update here – and in local Facebook groups – once we are ready to do that. We are planning for that to be Wednesday morning.

So, if you are in Phases 9 and 10, please stay in tomorrow if you can, or leave a key with a neighbour. We would also like to remind you to ask to see ID of our engineers (they will not be offended by you asking). DO NOT attempt to restore your own supply; our engineers must do this, and they will check your appliances too.

At this stage, there is no change to the order in which we will restore gas to the other remaining phases (which our 4.30pm update outlined). After we have completed phases 9 and 10, we will focus on 13, 14, 12, 7, 11 and then 8 (in that order). This is subject to change. Customers in phases 1, 2, 3, 4, 5, 6 and 15 have been reconnected, if we have been able to get in.

Thank you

Thank you for being as patient as you are being. We know this is incredibly frustrating for you. If you remain off gas and need our support with anything, please visit the team at Freehold Community Centre.

Good afternoon,

We want to share with you the planned order in which we will restore gas to the remaining areas. The details of which streets are in which phases is in the ‘Affected Areas’ tab of this incident page.

We want to stress this is subject to change, but we hope it helps clear up any confusion.

Phases 1, 2, 3, 4, 5, 6 and 15

Phases 9 and 10

All remaining phases

Phase 13

Phase 14

Phase 12

Phase 7

Phase 11

Phase 8

As we are ready to move into a new phase, to restore gas to your property, we will continue to update this webpage and post into local social media groups.

Compensation

Thank you

Yesterday we were able to restore the gas to phases 4 and 6. If you weren’t in, don’t worry we’ll revisit each property three times. After that we will leave a card for you to contact us to explain when you will be in.

This morning, we are starting work on phase 9 and 10.

We do need to reiterate that we can only start restoring the gas once all of the water has been removed from the gas pipes in each street in each phase. We can not tell you at exactly what time we will start turning on gas to each street. We will however, post here when we start each phase and update social media pages too.

Please DO NOT try to turn your gas supply on yourself. Our engineers need to check your appliances, check water hasn't got into them and then safely turn on your gas supply. Please always ask for ID before letting anyone into your home.

We ask that people are in, however, if you really can't wait in, leave a key with a neighbour. We will keep you updated throughout the day.

We know the restoration of gas supplies may be taking longer than you might had expected but please be assured we are doing everything we can to get the gas flowing again. We really appreciate your continued patience, thank you.

Turning gas back on in phase 6

Good evening,

We have now started to restore gas supplies in phase 6 –

• Colney Hatch Lane, Betstyle House (1-24)
• Colney Hatch Lane, Campe House (1-24)
• Colney Hatch Lane, Cavendish House (1-6)
• Colney Hatch Lane (177-187)
• Colney Hatch Lane (203-223)
• Colney Hatch Lane, Kingsfield House (1-6)
• Colney Hatch Lane, Pymmes Brook House (1-24)
• Colney Hatch Lane, Tudor House (1-6)

We need to complete safety checks on all gas appliances in a property before we can turn the gas supply back on, so we do need people to be in. If you aren't in when we visited, don't worry, we will revisit each property three times. After that we will leave a card for you to contact us to explain when you will be in.

Please DO NOT try to switch on your own gas supply. Our engineers must do this. A reminder to always ask for ID before letting anyone into your home.

We will keep you updated when we are ready to start to connect the next phase of streets.

It is difficult to know exactly when everyone will be back on gas purely because it depends upon the amount of water that flooded the gas network, so we will be here still on-site throughout the week and estimate everyone will be back on gas by the weekend, as long as we can gain access to complete our safety checks in each property.

Turning gas back on in phase 4

This afternoon we have started to restore gas supplies in phase 4.

• Albion Ave (1-19)
• Albion Ave (2-32)
• Coppetts Wood School
• George Crescent (2-86)
• The Parish Church
• The Vale (1-33)
• The Vale (2-28)

We need to complete safety checks on all gas appliances in a property before we can turn the gas supply back on, so we do need people to be in.  If you aren't in when we visit, don't worry, we will revisit each property three times.  After that we will leave a card for you to contact us to explain when you will be in.

Please DO NOT try to switch on your own gas supply.  Our engineers must do this. A reminder to always ask for ID before letting anyone into your home. Our engineers will not be offended if you ask to see their ID.

Over 32,500 litres of water have now been pumped out of our gas pipes since last Sunday. We will keep you updated when we are ready to start to connect the next phase of streets.

It is difficult to know exactly when everyone will be back on gas purely because it depends upon the amount of water that flooded the gas network, so we will be here still on-site throughout the week, and estimate everyone will be back on gas by the weekend, as long as we can gain access to complete our safety checks in each property.

Thank you

Yesterday we restored the gas supply to phases 15, 3 and 5. To turn the gas supply back on at a home or business, we need to be able to access the gas meter and all internal appliances to ensure each property is turned back on gas safely. This means visiting each property.

Our engineers were out visiting properties until 10pm last night. Don’t worry if we missed you, as we’ll be back today. 

Understandably there have been questions about why the phases are not being restored in numerical order. This is due to the configuration of the network, and the amount of water in each street. If one street has less water in its pipe than another, it can be cleared faster, and we can get to work. 

Following feedback, we would like to explain why some streets in our table have numbers, and some do not. Due to the way the gas network is structured, certain streets must be turned on in stages. If this is the case, we will share the house numbers to make it clear when they will have the gas reconnected. If your street does not have numbers, it will not be split and the gas will be reinstated to the whole street at the same time. 

Later today we will confirm the next phases we will be visiting to restore your gas supply.

Another busy day on site, with around 31,000 litres of water pumped out of the gas network.

We started to get gas back on to properties in Phases 15 & 3 earlier this morning and this afternoon we started to visit each property in Phase 5. We will continue to visit properties until 10pm this evening, to ensure we do not disturb you too late into the evening. If you are not in, don’t worry, we will be back tomorrow morning.

We are asking all residents to keep an eye on this page for updates as we will be naming the Phases and streets that will be having their supply restored each day. Please see the Affected Areas tab for details of the Phases.

If you do not see your Phase on these updates, you will not be having your gas restored that day.

Please be assured that we are working hard to restore the gas supply. Unfortunately, due to the amount of water in the network, we are unable to say how long it will take before the whole area is back on gas. However, we can confirm that we will be here for the next week.

If you have any questions please visit the Customer Centre on Freehold Community Centre, Alexandra Road.

Phase 5

George Crescent (1 – 106)

Colney Hatch Lane (135 – 175)

Work is continuing today to restore the gas supply to the area.

Due to the size of the area affected, we have split the area into West and East, and we have started to restore gas to the West area.

We have then divided both West and East further into different phases. We will keep you informed each day which phase we will be restoring gas into over the coming week.

The table for the phases can be found on the "Affected Areas" tab, in which you will find your road assigned to a phase. Today we will be working to restore gas to Phase 3 and Phase 15, see below the addresses for this work.

If work progresses well, we are hopeful that we will also be able to restore gas in Phases 4 and 5 today.

Please remember to check for official identification of everyone that comes to the door before letting them into your homes. In the Video tab, watch the video ‘Keeping you safe on your doorstep’ if you need help with this.

Phase 15

Colney Hatch Lane (144-182)

Sydney Road (1-31)

Sydney Road (2-24)

Wetherill Road (12-26)

Goodwyn's Vale (1-37)

Phase 3

Colney Hatch Lane  (53-142)

Gabriel Mews (1-6)  

Halliwick Road (1-27)

Hatch Lane  (52-142)

Library 

Sutton Road   (2) 

Wilton Court  (1-41) 

Wilton Road  ( 1- 94)

We’d like to thank everyone for their continued patience and understanding during this incident.

We are sorry that it is taking longer than expected to restore the gas supply.

In order to restore gas to the network, we need to remove all of the water that has entered our pipes, street by street. We have removed 33,000 litres of water so far. Once a street is completely clear of water, we can then start restoring the gas supply. Whilst this sounds simple, due to the large number of properties involved in the incident, we need to carry this work out in small sections to ensure the safe reintroduction of gas into the network.

This is incredibly challenging, but please be assured that we are putting every effort into making sure this happens as quickly and as safely as possible.

This evening, we have been made aware of a disruption to the electricity supply in the area, with some residents experiencing a loss of power.

At this time, the electricity network is at risk of overloading because of extra electrical appliances being used by homes that are currently without a gas supply.

We advise you to only heat one room at a time, and don’t use too many appliances at the same time.

We’re working closely with our colleagues at UKPN to monitor the situation.

Thank you once again.

Our team of engineers are still working tirelessly to repair the gas supply to the local community.

Despite pumping out nearly 30,000 litres of water from the gas network, we are facing complex engineering challenges. It only takes half an egg cup of water to enter gas pipes for it to cause an issue, so the amount of water that has entered out network is significant.

Unfortunately, this means that we were unable to reconnect phases 4, 5 and 6 today, but please be assured that we are working as quickly and as safely as possible to reconnect your gas supply.

We will be working well into the evening and are aiming to reestablish the gas supply in phases 15 and 3 over the next 24 hours. Please view our affected area tab for the phases.

If you live within these phases, and can’t be at home, please think about leaving a key with a neighbour.

A reminder that you must not try to reconnect your gas supply yourself, it needs to be done by one of our engineers. Our engineers will all be wearing ID, so please ask to see this.

We have a significant number of engineers in the area working hard to get everyone back on gas and we appreciate the ongoing support and patience of the local community.

Overnight, we have been working to pump more water out of our pipes. At the moment, we have pumped over 27,000 litres of water out of our network, which has been a significant effort.

Thanks to the work of our engineers, we hope to be in a position today to start reconnecting the gas supply to residents who are in zones 3, 4, 5 and 6. Please be reminded that in order for us to reconnect your gas supply, we need you to be at home.

If you can’t be at home, please think about leaving a key with a neighbour. Or, alternatively, get in touch and let us know when is the best time for us to come and reconnect you gas supply.

A reminder that you must not try to reconnect your gas supply yourself, it needs to be done by one of our engineers. Our engineers will all be wearing ID, so please ask to see this.

Today, we will have a full team on site. Their main priority is getting as many people as possible back on gas as quickly – but as safely – as possible. A massive thanks to you for your continued co-operation.

We hope to be able to let properties who are in the “East” zones know what phase they are in later on today. Please check back here for further updates.

Today, we have had around 70 Cadent colleagues on site working tirelessly to deal with the ongoing water ingress. Our number one priority remains getting all of you back on gas as soon as we possibly can.

To date, we have pumped out more than 20,000 litres of water out our gas pipes. It only takes half an egg cup of water to enter gas pipes for it to cause an issue, so the amount of water that has entered out network is incredibly significant.

Unfortunately, due to the scale of water that we are having to pump out, and some engineering difficulties, our efforts to put Phase 3 back on gas have not been possible, and so this has delayed the rest of our works. I am sure that you will feel frustration as a result of this, and those frustrations are shared by us.

For the rest of the evening our engineers will remain on site to pump out water from the pipes, and deal with the ongoing issues and we will do all that we can to get you back on gas as soon as is possible.

Please do check back to the incident web page in the morning where we will share updates as soon as we have them. Our customer centre will be back open in the morning for you to access support, but please accept our thanks for your continued resolve, understanding and patience.

Work remains ongoing in the area and our teams are continuing to pump water out of our pipes so that we can get you back on gas as soon as we can. We will be providing a fuller update later on today.

Barnet Council has arranged for a warm space to be available over the weekend at Official warm space - Hollickwood Primary School, Sydney Road, N10 2NL. It will be open between 9am-6pm on Saturday and Sunday.

Additionally, we will continue to have teams working out of our Customer Centre (Freehold Community Centre, 9 Alexandra Road, London, N10 2EY) and we will be offering support to residents by keeping this open over the weekend from 8am-8pm.

Further to our earlier update, work continues in Phase 3 to restore gas supplies to all affected properties. We have a significant number of engineers on site to carry out this work. As a reminder, it is important for your safety that you do not try to turn your gas supply back on yourself, one of our engineers must do this for you. All Cadent engineers will be wearing ID, so please feel free to ask to see this when we visit your property.

In order for us to reconnect your gas supply, we do need you to be in, so please try to stay at home. If this is not possible, you could give a key to a neighbour who will help us to access your gas meter, or feel free to get in touch with us and we can arrange to come and visit at a time that is convenient for you.

So far, we have already pumped around 20,000 litres of water out of the pipes in the area. This is a significant amount of water and demonstrates why it is so important that we remove all of the water out of an area before we are able to get properties back on gas. We are continuing to work around the clock to get all of the water out as soon as we can, but we understand that this is frustrating for you so we thank you – again – for your continued patience and understanding.

We hope to begin work to restore gas supplies in Phase 4 later on today, but look out for further updates. Additionally, we have added a new tab called ‘Map’ which details the split of the “West” zone and the “East” zone and will be publishing the Phases for the “East” zone as soon as possible.

Work progressed well yesterday and all properties within Phases 1 & 2 have had their gas supplies turned back on, as long as people were in when we visited. Don’t worry we continue to visit each property at least three times.

Unfortunately, last night we did experience a few engineering challenges and some properties within Phase 3 who weren’t originally affected, had to have their gas supply switched off. We were able to visit each property to ensure their gas supply was turned off safely last night, except for three properties, where we couldn’t gain access. We will revisit these properties again first thing this morning.

As a result of this slight set back, we have extra resources coming to the area this morning, to ensure we are able to turn gas supplies back on to all the properties in Phase 3. This is estimated to start after lunch time today.

Please DO NOT attempt to try to turn your gas supply back on yourself. Our engineers need to do this for you. We need to ensure no more water is in the network or in your gas pipes in your home.

Water is still being pumped out of the network and we are only able to start restoring gas once the water has been taken out of an area.

We are also expecting to start to restore gas to properties in Phase 4 tomorrow too. We expect to start this work around teatime today.

Work continues to prepare for the next two phases, Phases 5 & 6 which should be completed, if we are able to gain access, by the end of the weekend.

East zone phases will be posted later this evening.

A small setback last night but we have ensured this will not impact the schedule to restore gas supplies in the West zone.

Work has gone well today to restore gas supplies in the West zone, Phases 1 and 2 and all properties have now had their gas supply restored. Don’t worry, if you weren’t in when we called, we will visit again.

We continue to visit the properties where we have not been able to gain access to safely turn off the gas supply. It is important that these properties are turned off safely before we pump the water out and restore the gas. Although we are down to about 1%, we still need to gain access to these properties. Please let us know when you will be home.

Preparation work for Phase 3 and 4 has gone well today and we have even started work to prepare for Phase 5 and 6 too.

You will notice a number of excavations in the area whilst we pump out the water and test our gas pipes and you’ll see more appear as we move into the East area over the weekend. We apologies for this disruption and ask that you take extra care around these works.

We are looking to share the phases for the East zone later tomorrow. Over the weekend people in this area will see us pumping out water from the gas pipes. How long this takes will depend on the amount of water that flooded the gas pipes. The East zone is where the water main burst, so we expect a lot more water in this section.

It is vitally important that you do not try to turn on, or off, your gas supply yourself. This must be done safely by a Cadent engineer. All of our engineers wear ID so please ask to see this when we visit your property.

We are working hard to restore that gas and have resources from around the country coming to the area tomorrow and the weekend too, all trying to get residents back on gas as quickly as possible.

We know the restoration of gas supplies may be taking longer than you might had expected but please be assured we are doing everything we can to get the gas flowing again. We really appreciate your continued patience.

Thank you

Yesterday (16/01/25) we started to restore gas to properties in Phase 1 & 2 of the West zone. At lunchtime, 10% of properties were back on gas, and we will continue today to turn the gas back on in the West Zone in phases 1 and 2.

We are also preparing Phase 3 & 4, pumping out water and working to get gas back into this part of the network today. We hope to start our visits to restore gas in these phases later this evening or tomorrow morning. This will depend on the amount of water in our gas pipes.

We do need to reiterate that people should not try to turn their own gas supply on. Our engineers must do this. We need to check that water has not entered your property or gas meter, check the appliances, and then safely turn your gas back on. If people try to turn on their own gas at the wrong time, they could end up with water in their internal gas pipes or appliances.

We are working street by street to ensure all gas supplies have been turned off correctly. Pumping water out of the gas network and returning gas to the network before properties can be switched on safely by our engineers.

We would like to thank residents once again for their continued patience during this time. We are working as safely and quickly as possible to restore gas to the network, homes, and businesses.

Action Required

There are about 4% of properties, mainly in the East zone, where we have not been able to turn off their gas supply. We ask that people let us know as quickly as possible when they will be at home so we can ensure an engineer safely turns off the supply. We cannot turn on the gas in that street until all properties have been switched off safely.

For the residents in the East Zone, this is where the most water entered into the gas pipes. We hope to start restoring gas in this area at the end of the weekend onwards - we appreciate that this is not ideal. We will have our customer team and engineers on site throughout to help you and get everyone back on gas as soon as possible.

East zone streets won’t be available until later this week.

To start to restore gas to the area, we have taken the decision to split the area into a “West” zone and an “East” zone due to the size of the area affected. This is to enable us to extract water in smaller areas and reintroduce gas section by section.

We will start restoring gas into the West area first, but only when all customers within that area have been confirmed to have been switched off.

To start to restore gas to the area, we have taken the decision to split the area into a “West” zone and an “East” zone due to the size of the affected. This is to enable us to extract water in smaller areas and reintroduce gas section by section.

We will start restoring gas into the West area first, but only when all customers within that area have been confirmed to have been switched off. We will continue to update you about which roads will be restored, and when.

East zone streets won’t be available until later this week.

The affected area is roughly within these streets of N10., London.
To the north the North Circular road - Trott Road and Cromwell Road. To the west Coppetts Road and to the east Alexandra Road and down to Wilton Road in the south. The West/East split is roughly along Colney Hatch Lane.

If your street does not appear in the West Zone table your streets will be in the East Zone table.

The list of streets below are where we have started to turn gas supplies back on. Please DO NOT try to turn your own gas supply back on.

• 31-77 Halliwick Road
• 38-96 Halliwick Road
• 48-116 Coppetts Road
• 135-143 Coppetts Road
• 1-10 Strawberry Terrace
• 1-30 Martins Walk
• Vampire Football Club
• Church of Jesus – 133 Coppetts Road
• 1-126 Gilson Place

This is our morning update with regards to the ongoing incident in the N10 postcode area of North London, where water has entered the gas pipes, following a burst water main in the area. We promise to keep this page updated throughout the day.

Vicky Grieve, Director of East of England network for Cadent, said: I am pleased to say that we started to restore gas to properties in the West Zone, Phases 1 and 2 last night. Today we will continue with Phase 2 and start restoration in Phase 3.

We have taken the decision to split the area into a “West” zone and an “East” zone. This is to enable us to extract water in smaller areas and reintroduce gas section by section. We will start restoring gas into the West area first, but only when all properties within that area and each street have been confirmed to have been turned off. We will be updating our incident webpage with information about which roads will be restored, and when for each zone.

There are still some properties that we have yet to gain access, in order to safely turn off their gas supply. Please do try to be in so that we can turn off your gas. We can’t restore gas to the street and your property until we have been able to safely turn it off first.

Once we can do that, to be able to restore your gas supply, we will need to gain access to your property. So, please do try to ensure that you are at home. Failing that, please leave a key with a neighbour who can help us to gain access.

It is vitally important that you do not try to turn on, or off, your gas supply yourself. This must be done safely by a Cadent engineer. All of our engineers wear ID so please ask to see this when we visit your property.

Please accept my thanks for your continued patience and understanding.

We will continue to provide updates at regular intervals on our incident webpage - cadentgas.com/n10 - and our team is available to support customers who need our help. You can find them in our customer centre, at Freehold Community Centre." 

We are pleased to report that we are now in a position to be able to start restoring the gas supply to some affected properties. 

Due to the size of the area, we have taken the decision to split the area into a “West” zone and an “East” zone. This is to enable us to extract water in smaller areas and reintroduce gas section by section.

We will start restoring gas into the West area first, but only when all customers within that area have been confirmed to have been switched off. We will be updating our incident webpage with information about which roads will be restored, and when, but it is likely that the “East” zone will start to be put back on gas until Thursday/Friday.

The table for the phases can be found on the "affected areas" tab.

In order to restore your gas supply, we will need to gain access to your property. So, please do try to ensure that you are at home. Or, failing that, please leave a key with a neighbour who can help us to gain access.  

Of course, there are still some properties that we have yet to get access to in order to safely turn off their gas supply. So, similarly to the above, please do try to be in so that we can turn off your gas. We can’t restore gas to your property until we have been able to safely turn it off first. 

Also, it is vitally important that you do not try to turn on, or off, your gas supply yourself. This must be done safely by a Cadent engineer. All of our engineers wear ID so please ask to see this when we visit your property.

Again, please accept our thanks for your continued patience and understanding.

 We will continue to provide updates at regular intervals on our incident webpage - cadentgas.com/n10 - and our team is available to support customers who need our help. You can find them in our customer centre, at Freehold Community Centre.

We continue to work tirelessly to resolve the issue with water in the gas pipes, after a water main burst in the N10 area of North London. We will carry on our works until we have resolved this issue safely.

We have now visited every single affected property and so I want to thank everybody for letting us into your home to safely switch off your gas supply.

However, unfortunately we have been unable to gain access to around 15% of the affected properties, and so our focus today will be on revisiting those properties and trying to gain access so that we can safely turn off your gas supply.  

It's important that people stay in - we will not be able to restore supplies in some streets, until we have accessed every property to confirm the gas supply is off and we have done our checks within the home.

What you can do

If you can’t stay at home, we ask that you please leave a key with a neighbour who can help us to gain access. Alternatively, if there is a convenient time for us to come and visit your property, please get in touch with us and let us know when is best for us to come.  

Note. If your gas meter is outside then we may have already isolated the gas supply. If your meter is inside, then we will still need access so please arrange that with us.

If we are unable to gain access to your property, we will look into alternative ways to safely cut off your gas supply.

Our teams continue to pump water out of the pipes. We have already pumped out 16,000 litres of water from our network, so this is a significant job.  

We will continue to provide updates on this web page and our team are available to support customers who need our help. You can find them in our customer centre, at Freehold Community Centre.

Thanks for your understanding and patience.

This is our morning update with regards to the ongoing incident in the N10 postcode area of North London, where water has entered the gas pipes, following a burst water main in the area. We promise to keep this page updated and our next planned update will be this afternoon.

Our team is back in the area today – in big numbers – to continue the significant operation to remove water from the gas network in the N10 postcode area.

We made great progress last night with regards to visiting each property. We can now say that every property impacted by this incident has been visited at least once. We will make return visits to the properties we have been unable to access – as a priority – this morning.

We know you are keen to hear news as to when gas will be reintroduced to the network. Our teams are hard at work right now, removing water from the gas pipes, and getting things prepared for when we can reintroduce gas. We want to be realistic with you – this remains a big job, and it will take considerable time. We will keep you updated.

Our teams are working hard to resolve this as quickly as possible, but with safety front of our minds, as well as making sure we do not do anything that may cause issues later.

Thank you again for your ongoing patience and understanding, which is appreciated by all the Cadent team working in the N10 area. Thanks also to colleagues from Affinity Water, the British Red Cross and other agencies who are supporting this response.

We will continue to provide updates at regular intervals on this incident webpage - cadentgas.com/n10 - and our team is available to support customers who need our help. You can find them in our incident customer centre, at Freehold Community Centre, 9 Alexandra Road, London, N10 2EY (8am to 8pm).

Please also look at the FAQ tab on this page, as it includes answers to some of the questions you have been asking.

This is our evening update with regards to the ongoing incident in the N10 postcode area of North London, where water has entered the gas pipes, following a burst water main in the area. We promise to keep this page updated - and our next planned update will be in the morning (15 January).

We have now managed to gain access to more than three-quarters of the properties impacted by this incident, which is great progress. Our teams will be working until late this evening, and we are confident we should reach the remainder today, for a first visit at least. If no-one is at home, we make return visits.

Please help us by staying in. Please DO NOT try to turn off your own gas supply. Wait for one of our engineers. As well as ensuring the gas supply is correctly turned off, our engineers will make an assessment on the impact the water may have had on internal gas appliances.

We will not be able to restore supplies in some streets until we have accessed every property in this first phase. If you do need to go out, leave a key with a neighbour. We need access to your property, to do what we need to do, but we don’t need the homeowner to be present.

Getting the water out of the gas network

You will have also noticed that we have had engineers digging large excavations at many points in the area. This is part of the operation to extract water from our pipes and to prepare for the reintroduction of gas. We have extracted around 14,000 litres of water so far and expect that will rise considerably as we continue our checks of the entire local gas network, which amounts to thousands of metres of underground pipes.

This is a significant operation and deliberately methodical process to follow – first turning off all gas supplies, then extracting the water, and then carefully reintroducing gas.

We know it is not nice to be without your gas supply – our teams are working hard to resolve this as quickly as possible, but with safety front of our minds, as well as making sure we don’t do anything that may cause issues later.

Thank you again for your ongoing patience and understanding, which is appreciated by all the Cadent team working in the N10 area.

We will continue to provide updates at regular intervals on this incident webpage - cadentgas.com/n10 - and our team is available to support customers who need our help. You can find them in our incident customer centre, at Freehold Community Centre, 9 Alexandra Road, London, N10 2EY (8am to 8pm).

Please also look at the FAQ tab on this page, as it includes answers to some of the questions you have been asking.

This is our afternoon update with regards to the ongoing incident in the N10 postcode area of North London, where water has entered the gas pipes, following a burst water main in the area. We promise to keep this page updated - and our next planned update is this evening.

We have now managed to gain access to around two-thirds of the properties impacted by this incident. While this is good progress, we can't stress enough that we do need to access all properties - and our focus now is on reaching the remaining third as soon as possible.

Please help us by staying in. Please DO NOT try to turn off your own gas supply. Wait for one of our engineers. As well as ensuring the gas supply is correctly turned off, our engineers will make an assessment on the impact the water may have had on internal gas appliances.

We will not be able to restore supplies in some streets until we have accessed every property in this first phase. If you do need to go out, perhaps leave a key with a neighbour? We need access to your property, to do what we need to do, but we do not need the home owner to be present.

We have over 100 engineers and support staff on site today to bring this to a resolution as soon as possible, and to look after customers impacted by it - and we will continue to have a big presence for as long as this takes. We’d like to say a big thank you to colleagues from Affinity Water as well as volunteers from the British Red Cross and local partners who continue to support us throughout this incident. Please watch this little video update from Dan Ridlington.

Thank you

We want to thank everyone in the area for their patience and understanding - the kindness they have shown to our team has been incredible, despite the circumstances you find yourselves in.

Unfortunately, getting water out of thousands of metres of gas pipes is going to take time, and we have to follow a methodical process to make sure we don't cause further issues later. We also have teams preparing to pump water out of the pipes. We are doing our best to resolve this as soon as we safely can.

Ask to see our engineers' ID

It's always important to ask our engineers for their ID and to to check it. All our of our team carry ID and will not be offended if you ask to see it.

We will continue to provide updates at regular intervals on this incident webpage - cadentgas.com/n10 - and our team is available to support customers who need our help. You can find them in our incident customer centre, at Freehold Community Centre, 9 Alexandra Road, London, N10 2EY (8am to 8pm).

We are pleased to say that nearly half of all the properties in the affected areas were visited yesterday and the gas supply to each home or business was safely switched off.

With over 100 engineers and support staff back onsite again today, from across London, East Anglia and the East Midlands we hope to visit the remaining properties today.

We can’t start pumping water out of our gas network until we have visited every property to ensure their gas has been turned off safely.

Yesterday, we visited a large number of properties but weren’t able to gain access to safely switch off the gas supply. We have left letters at these properties and ask that they stay in today, as we will return again. If people have to leave their homes to go to work, maybe leave a key with a neighbour or family member.

Please DO NOT try to turn off your own gas supply. Please wait for one of our engineers.

We have been working with Affinity Water regarding the burst water main and water in our network and UK Power Network, to ensure the electricity network is not overloaded during the incident.

We would like to thank the Red Cross who have sent volunteers to help us, by visiting the PSR customers on a daily basis.

We appreciate that this is not a pleasant situation but once we have removed the water from our gas pipes, we will be able to start restoring the gas supplies. Take a look at the videos on this site, to find out more about what needs to be done when water gets into the gas network.

We’d like to thank the local community who have been incredibly understanding and our engineers appreciate your continued patience. Thank you.

Please be aware that we are only giving out additional support to customer on the Priority Services Register, (PSR). Those most vulnerable, elderly, chronically sick, disability and those with children under the age of five. For more details please see: Priority Services Register (PSR)

We are only able to provide additional support to these people. We aren’t able to give out any additional electrical appliances because this would overload the electricity network, that could result in the loss of electricity too.

We don’t want the community to be without gas and electricity during this incident.

Please use your electricity wisely. Heat one room only. Wear extra layers and use extra blankets. DO NOT use lots of electrical appliances at the same time.

We are at the Community Centre to give help and advice but not to give out additional electrical facilities for those who are not on the PSR.

We expect to have visited all of the customers on the priority services register by this evening and we are hopeful that about a third of properties will have been visited by the end of today. Our engineers will continue to knock on doors until around 10pm this evening. We find after this time, people are not comfortable answering their door so late at night.

Our engineers have to visit every property to ensure the gas is turned off safely. We ask that people stay in if they can. However, we appreciate that not everyone can stay at home. If you are able and comfortable to leave a key with a neighbour, that will help us switch the gas off quicker. Don’t worry, if you are not in, we will continue to visit each property a number of times to safely turn off the gas supply. 

This process does take time and we think it will take us a few days to visit each property. We then have to remove the water from the gas network. Only once this has been completed that we must visit every property again, to safely turn the gas supply back on. 

We have put a list of streets we will visit on our website. If you are affected and your street name is not listed, please let us know, in person, via email or by phone. All the details are on our website. 

This does take time and we ask that people bear with us. 

A reminder to always ask for ID before letting anyone into your home. Our engineers will not be offended if you ask to see their ID. 

We appreciate that it is cold but we ask that people are careful with the amount of electricity they use as we don’t want to overload the electricity network and people end up with no gas or electricity. We are working closely with UK Power Networks to monitor the situation. 

Thank you for your continued patience and understanding.

Engineers and support staff worked late into the night yesterday, to assess the extent of the water in the gas network in the N10 area of Muswell Hill, Friern Barnet and North Finchley.

This morning over 100 engineers and support staff will be in the area, to continue to safely switch off the gas supply to each affected property. Please do not try to do this yourself, unless you have been advised how to do so, by a member of staff from the National Gas Emergency Service.

Our engineers will have to visit every affected property first and make sure the water hasn't gone beyond the gas meter and to ensure the gas supply is switched off safely.

Our priority has been looking after the most vulnerable customers first and those on the Priority Services Register. If you think someone needs extra care and attention during this incident, please let us know at the customer centre we have set up at the Freehold Community Centre, 9 Alexandra Rd, London N10 2EY.

We know it may be tempting to use a lot of electricity, as you don't have gas to heat your homes or businesses, however, we ask that you are careful not to overload the electricity network. We don't want you being without gas and electricity. We are working closely with the local electricity company to ensure the electricity network is not being overloaded. We would advise heating one room of a property and not putting different electrical appliances on, all at the same time.

Affinity Water has repaired their broken water pipe and Cadent has repaired its damaged gas pipe to ensure no more water enters the gas network.

The aim for today will be to safely turn off the gas supplies to each of the affected properties and to also start pumping water out of the gas network. This will take some time. We ask that people are patient with our engineers at this time.

We won't be able to restore gas until the water has been pumped out of the gas network.

We will keep you posted of progress throughout the day.

We have mobilised engineers to N10 and surrounding areas after water flooded into the local gas pipes. You may know there was a burst water main and we have lots of water within the local gas network.

While the water leak has now been stopped, there is a large volume of water in our pipes. This unfortunately means some homes and businesses are without gas. Our teams arrived in the area this morning to begin what is going to be a big task to remove all this water from the gas mains.

We must remove every drop from the outside gas mains, as well as the pipes that go into each property, gas meters, boilers and appliances. This is both for safety and to remove risk of gas going off again due to water blocking the flow.

We first need to turn off supply at every impacted property, then remove all the water that flooded in, and only then can we safely reintroduce gas to the network. We will need to make a return visit to every property to turn supply back on and check everything is working okay.

We promise we’ll work as fast as we safely can and maintain a big presence in the area.

Important information about turning off supply at your property

Our engineers are already going door-to-door to turn off the gas supply. We will need access to your property, so if you are able to stay in today that would be a major help or, if you need to go out, perhaps leave a key with a neighbour.

When one of our engineers arrives at your door they will always show you their identification card. We will do our best to tell you in advance that someone is coming to visit, but that's not always possible - gas emergencies and other critical work may lead them to your door unannounced. However, our engineers do not head off to work without their identification card, so they will always show it to you. Our engineers will not be offended if you close the door and call us to check they are who they claim to be. They are happy to wait on the doorstep until you are happy to let them in.

Helping you keep warm and to have access hot food

We know this is difficult and not nice to be without gas. While we will of course help everyone we possibly can, our first focus is those customers in vulnerable situations, including those who are on the Priority Services Register.

We are setting up a dedicated customer support team in the local area at Freehold Community Centre, 9 Alexandra Rd, London N10 2EY. This will open tomorrow morning (Monday 13 January) between 9am and 8pm. Our team will be on site to help and support you where we can, as well as answer your questions. We will liaise with the local authority as we make plans for longer term options.

Finchley Lido Leisure Centre – based in Great North Leisure Park, High Rd, London N12 0GL - has kindly offered residents the use of their showering facilities during their normal opening times from tomorrow (Monday 13 January). Please take proof of address with you to use the facilities.

If you smell gas – call 0800 111 999* immediately.

If you smell gas, call the national gas emergency number of 0800 111 999 immediately. Do not delay calling and don't assume it's our works.

*All calls to this number are recorded and may be monitored.

We are gathering more information and will provide further updates soon.

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 0-5 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

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

What is Carbon Monoxide?

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

No, not unless we have moved you into a hotel for safety reasons. In this case we would have arranged the accommodation and we would be paying the bill.

Unfortunately not. We would have provided alternative cooking facilities for the most vulnerable customers to enable them to cook a hot meal on this if they had a gas cooker.

If we have had to switch off your supply because of low gas pressure, you will be entitled to compensation for your loss of supply.

If you smell gas inside your property please call the free national gas emergency number 0800 111 999* immediately. They will explain what you need to do. This service never closes. It is open 24/7, 365 days a year.