1 incidents
    Loss of gas – Ingham 10 Jul 2024 12: 30 PM

    Water in gas pipes - Basford, Nottingham

    02 June 2024

    Media contacts

    Stephanie van Rosse

    mail [email protected]

    Telephone0776 733 7343

    Gas emergency service, Cadent has been dealing with an incident in the Basford/Highbury Vale area of Nottingham since last night (01/06/24), where a burst water main damaged a gas pipe and water flooded into the gas network.

    This morning, the water leak has been stopped and Cadent engineers are starting to remove the water from the gas pipes. Cadent continues to work with Severn Trent Water regarding this incident.

    The incident is estimated to affect around 100 properties only, on the following streets in the area: Susan Drive, Oakleigh Street, Highbury Avenue and Lauriston Drive. (Not all streets are named.)

    What we have to do

    Cadent engineers will continue to visit every affected property to ensure their gas supply is switched off safely. Then the water needs to be removed from the gas pipes, before engineers visit every property once again to complete the safety checks to all gas appliances before restoring gas to the properties.

    Please do not try to switch off or on your own gas supply. Please wait for our engineers to visit you.

    Always check ID before allowing anyone into your property. Our engineers will not be offended if you ask them for their ID.

    We have brought in extra engineers from the surrounding area to help with the restoration of the gas supplies.

    It is hoped that the majority of gas supplies can be restored today, providing people are in.

    If you need any assistance please speak to one of our engineers on site.


    Monday 03/06/2024 4pm

    Cadent engineers have visited every affected property now and will continue to visit properties to those we have not been able to gain access.  We will visit each property at least three times, after that we will ask the resident to call us on 0800 389 8000, and we will send an engineer out to you as quickly as possible.

    What happens if you have water in your gas appliances?

    Don’t worry.  Once a Cadent engineer has identified that they can not switch your gas supply back on due to water travelling beyond your gas meter, we will let Severn Trent Water know.  We are working with their team, and they will send a Gas Safe registered engineer from Aspect to you, to resolve any issues.

    Please see leaflet

    We would like to thank everyone for their patience whilst we restore your gas supplies following the burst water main at the weekend.

    Thank you

    Sunday 02/06/2024 10pm

    We are pleased to say that the majority of properties are now back on gas. We will continue to knock on doors until 10pm this evening. After this time, we will return tomorrow morning.

    Don’t worry, we won’t leave until everyone is back on gas.

    You may be wondering if you are entitled to any compensation. Severn Trent Water will be delivering a leaflet to explain what you are entitled to if the water went beyond your gas meter.

    You will receive a letter from Cadent if your gas supply was interrupted for more than 24hours.

    Will I get compensation for being without gas?

    Yes. Cadent has a statutory obligation to pay compensation to anyone who is without gas for more than 24hrs.

    How much compensation will I receive?

    Under Cadent’s guaranteed standards of service the following compensation arrangements apply:

    Properties used for domestic purposes only, will be entitled to £70 for every complete 24 hour period without gas up to the point at which we first visited the property to re-connect the supply.

    Properties used for non-domestic purposes only (e.g. factories), will be entitled to £115 for every complete 24 hour period without gas up to the point at which we first visited the property to re-connect the supply.

    How much will I receive?

    This will depend upon how long you were without gas. Your entitlement is above.

    How does Cadent calculate how much compensation each property will receive?

    Compensation is due for each full 24-hour period you were without gas for, so the start point will be the same for everyone. The clock stops when we were able to restore your supply to your gas meter. If we were unable to access your property, we will still use this time. We keep a record of both gas off and gas on times to calculate how long you have been without gas.

    Example only (not in relation to your gas interruption)

    Monday at 10am gas supply was turned off. Wednesday at 5pm gas is available. Total hours off gas 55 hrs (2 x 24 hours @ £70) = £140 compensation.

    Do I need to apply for my compensation?

    No, not at all. Compensation will be paid automatically to your gas supplier. That’s the company you pay your gas bill. Payments will be sent to your gas supplier within 20 working days after the incident is over.

    Your gas supplier will either take off the money from your existing bill or send you the compensation. You will need to contact your gas supplier for further information.

    Thank you for your continued patience and understanding.


    Cadent is the UK’s largest gas distribution network with a 200-year legacy. We are in a unique position to build on strong foundations whilst encouraging the curiosity to think differently and the courage to embrace change. Day to day we continue to operate, maintain and innovate the UK’s largest gas network, transporting gas safely and protecting people in an emergency. Our skilled engineers and specialists remain committed to the communities we serve, working day and night to ensure gas reaches 11 million homes from Cumbria to North London and the Welsh Borders to East Anglia, to keep your energy flowing.

    Future of Gas:

    Here at Cadent we support the Government’s plans to reach Net Zero by 2050. That means we’re backing the introduction of hydrogen as a low carbon alternative to natural gas for the future. We know people love the controllability of gas and, with our network already in place, it makes sense to switch to the lower carbon alternative offered by hydrogen, which we believe can keep homes and businesses warm for generations to come.

    Cadent manages the national gas emergency service free phone line on behalf of the gas industry - 0800 111 999*

    Cadent Gas Ltd is owned by a consortium of global investors.

    *All calls are recorded and may be monitored.

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