Customer CentrePlease contact us using the following details:
Telephone: 0800 151 2404
Email: [email protected]
Cadent manages the local network of underground pipes that carry gas to homes, schools, hospitals, offices, and other buildings, where it is used for heating, hot water and cooking.
Cadent is replacing 1.4km of gas pipes along Station Road and Hills Road, Cambridge, from 23 June 2025. The planned activity will involve the decommissioning of the current metallic gas pipes and installing tough new pipes which will last for decades, future-proofing the Cambridge network.
Amber Greensmith, Head of Customer Experience at Cadent, said: “We are committed to upgrading the gas infrastructure across the UK and in the East of England, Cadent is investing £91million to replace over 300km of gas pipes.
"This summer, we are starting work in Station Road and Hills Road, Cambridge, to replace existing iron gas pipes with new plastic ones which will futureproof our network and allow us to keep the gas flowing.
“We are working closely with the Council and Cambridgeshire Highways to provide the most appropriate traffic management for this job.
"We are very conscious of the disruption roadworks cause and hope people understand this is necessary and essential work, to ensure everyone’s safety and maintain a reliable gas supply for your home or business.”
Due to the nature of the work taking place, there will be times when the gas supply will be interrupted to properties along Station Road and Hills Road. If your gas supply will be affected as part of this work, our team will contact you directly to deal with any enquiries. This will be for a short period only. Gas supply is usually restored on the same day it goes off.
If you smell gas, always ring the National Gas Emergency Service immediately on 0800 111 999*, day or night. Do not assume it is related to this work; it may not be and needs to be checked.
Phase 1
Start date: 23 June 2025
Duration: Six to eight weeks
Details of work: Work begins in Station Road to replace 400m of gas pipe which runs underneath the pavement. One footpath will be closed during these works. Two-way traffic will be maintained throughout.
Phase 2
Scheduled start date: 11 August 2025
Duration: Eight weeks
Details of work: Work begins in Hills Road close to The Church of Our Lady of the Assumption and the English Martyrs, running southbound to the start of the bus lane near the junction of Bateman Street. During these works, two-way traffic will remain in place throughout, but the bus lane will have rolling closures in place (running around 100m at a time). Side roads that connect with Hills Road will also have some closures with diversions put in place.
Phase 3
Scheduled start date: 6 October 2025
Duration: Eight weeks*
Details of work: Work takes place from the junction of Hills Road and Bateman Street and runs south beyond the junction with Station Road. These works will require the use of temporary traffic lights, but again, two-way traffic will run as normal with NO road closure. *There will be no work taking place between 8 November and 16 November.
Please note: There will be no work taking place between 6 December 2025 and 5 January 2026.
Phase 4
Start date: 6 January 2026
Duration: Eight weeks
Details of work: Work continues along Hills Road from just past the junction with Station Road up to the railway bridge. There is not expected to be any traffic management in place for this phase of work.
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The Priority Services Register (PSR) is a way that we can help those who have extra communication, access or safety needs to always gain equal access to the best possible service(s). We understand that it can be a stressful time when your gas supply goes off, especially if you find yourself in a vulnerable situation, and the PSR helps us ensure that you can access the care that you deserve.
The PSR is a completely free service, designed to make it easier for those who need a little extra help. Each energy supplier and electricity network operator maintain their own register, meaning that you can register with us and receive essential benefits that will make the management of your energy supply easier.
How does it work?
Depending on your circumstances, being on the PSR gives you access to a variety of services, for example:
Providing you with alternative heating and cooking facilities should your gas supply be interrupted as part of our works.
The use of a password facility to keep you safe on your doorstep.
Nominating someone to deal with your bills or help in a power cut on your behalf.
Offering you information in other formats like large print, audio CD, braille.
Providing translation services should there be a need for it 24/7, 365 days of the year.
Receiving an annual free gas safety check (where eligible) to check your gas supply and appliances are safe to use.
We will visit each customer in the area and will speak with you individually regarding maintaining access to your home.
For more information on PSR please click HERE
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We’re upgrading the ageing gas pipes to tough, durable, long-lasting plastic pipes, which are expected to last over 80 years and will help reduce the likelihood of disruptive, unplanned work to repair ageing gas pipes in the future. Just as importantly, this work will ensure the network is safely carrying gas to heat your properties, provide hot water and cook your food.
Each of the jobs involved in upgrading the mains is done by a different specialist team (dig team, engineering team, reinstatement team and relighting of gas team), one after the other, so don't worry if it looks like one of our teams has left your street - another team will be along shortly to complete the work. As we go along, we'll keep you updated with information about what we've done and what we're going to do next.
Our work to replace ageing gas mains is a major engineering project, which we’ve planned carefully with the local authority and where possible, we’ll use innovative methods and technology to minimise disruption and reduce the time taken to do this work.
While every effort has been made to reduce disruption for all road users, we are working closely with bus operators throughout these works to keep them, and their customers, informed on the progress of the work.
Teams will be working on site from 7am until 7pm seven days a week.
There may be times when the team isn’t visible on site during the allotted hours. Although it may appear that no one is working at the site itself, they’ll be working in surrounding roads to insert pipes, make connections and to carry out testing, as well as allow for concrete curing. It is only once we are satisfied that the new pipe is safely supplying gas to customers that we can fill in the holes and tidy up.
When we plan our work, we always seek opportunities to work with other utilities to share road space to help minimise the impact to the community. These works have been carefully planned with Cambridgeshire County Council to ensure our work is taking place ahead of any resurfacing works to minimise disruption as much as possible. We’re still exploring whether there are other opportunities to share road space, however, some utilities we’ve engaged with have already upgraded their assets in this area.
Before we start work, we will send you a letter to let you know when to expect us. When you get your letter with the expected dates, please phone the number on the letter and let us know your circumstances. We'll go ahead with the pipe upgrade work even if no-one is at home when we call. We'll need to get into your home to finish the work and turn your gas back on, so this will mean that you won't have gas when you return home.
You may be able to arrange for an adult (over 18) to let us in if you're unavailable. If no-one is available, we'll have to arrange to come back and finish the work. Under no circumstances will we force entry to your home to complete this work.
Please wait until you receive confirmation of our work starting before you call to let us know your availability.
If you are a key holder for empty properties or for neighbours that will be affected then, again, once you receive our letter then please let us know.
All of our teams carry identity cards. As we use specialist teams for each stage of our work, please ask to see their identity cards every time they knock at your door.
If you smell gas or suspect carbon monoxide, don't assume it's because of our work. Always call the National Gas Emergency Service for free on 0800 111 999*.
*All calls are recorded and may be monitored.
Firstly, please ensure you are registered on the PSR so we know where those residents who might be in a vulnerable situation are located. Secondly, we will ensure that you are offered a hot plate and heater to use during our works and that you are prioritised for reconnection of your supply.
Whilst we may need to dig outside your home, wherever possible, we will ensure that roadplates are used to cover any holes so that you can still access your driveway. In rare cases, these roadplates cannot be used and, in these circumstances, our team will work with you to ensure that alternative solutions are found to enable you to maintain access to your property.
Cadent will restore any damage that we cause. This includes damages to any verge or grass area caused by our vehicles or by our digging. In some cases, this repair may not be fully complete until the Spring as we will need to wait for better weather to restore grassed areas. If you are aware of any damage caused by Cadent then please contact us using the following details: Telephone: 0800 151 2404 Email: [email protected]
Please visit the following page on our website Small business claims | Cadent (cadentgas.com) for more information on this
