Water Ingress - Eton High Street

Eton High Street area 

We would like to thank the residents who were affected by the burst water main that damaged the gas pipe and flooded the gas network, for their continued patience and understanding whilst we worked throughout the past week to restore gas supplies.

The majority of properties are now back on gas.  We will continue to visit the few remaining properties still off gas today.

If we can’t gain access to complete the safety checks and turn the gas back on, we will leave our details for you to contact us and we will send the engineer out to you to switch your gas supply back on.

Once again, a huge thank you from all the North London team for your continued patience and understanding, it is appreciated greatly by our engineers and support staff on site.

Traffic management

Our lane and road closures around Eton High Street will remain in place until the end of the incident. Today, we are looking to reduce the traffic management put in place during the incident and reinstate the roads.

Compensation

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 after the first complete 24hr period. 

We are currently still restoring gas supplies but once this is incident is over, we will notify your gas supplier (the company whose name is at the top of your gas bill). Cadent must pay the compensation payments to the gas suppliers within 10 working days after the incident has been closed. This payment will then be passed on to you by your gas supplier.

Everyone who lost gas will receive a letter regarding compensation for loss of gas. Householders are entitled to £70 for every 24 hours they were off gas while businesses will receive £120 per 24 hours off gas.

Do I need to claim for compensation?

No. Compensation for the loss of your gas supply will be paid automatically to your gas supplier whose name will be at the top of your gas bill. Your gas supplier will then pass this on to you.

When will I get my compensation?

Cadent must pay the compensation payments to the gas suppliers within 10 working days after the closure of the incident.

How will my gas supplier pass on this compensation payment?

This will depend upon your gas supplier. Some may take it off your gas bill; others may send you a cheque. You will need to contact them for this information. 

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.

Will I get compensation for low gas pressure?

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.

Our work continues to remove water from the gas pipe in some of the roads and the service pipes leading to each property.  It does take time, as only half an egg cup of water can block a service pipe.  We have extra pumps on site to remove the water from these smaller pipes.  And engineers are ready to visit each property once this water has been removed and gas returned to the gas pipes in the street.

We have been working along Tangier Lane, Sunbury Road and Sunbury Court today.   With just a few more streets to complete.

Please DO NOT try to turn your gas supply back on.  We still need to complete safety checks and more importantly, ensure water has not entered into your gas appliances.  This is why it is important that our engineers switch your gas back on for you. 

We know some people have been off gas for a number of days and we appreciate your continued patience.  If you need extra help, please let our customer team know who are based outside of the Our Lady of Sorrows Catholic Church, Eton Court, SL4 6BY.

We will continue to work until 10pm this evening and we will be back tomorrow for the final push to restore gas back to the final remaining properties.  It is important that people are in for us to switch the gas supply back on.  But if you are not in, we will continue visit your property until we can get your gas back on. 

Thank you for the kindness and patience you have shown our engineers.  We are doing everything we possibly can to get you back on gas as safely and quickly as possible.

Restoring gas supplies 

We know it's exciting that gas has already been restored to some properties along Eton High Street and one or two of the side roads, but please DO NOT be tempted to turn on your gas supply yourself.

Our engineers must complete essential safety checks first and ensure water has not travelled beyond the gas meter into the internal pipes and gas appliances.

Please DO NOT try to turn on your gas supply yourself.

What we need from you

We need people to be in, so that our engineers can turn gas back on safely.  We appreciate that people need to go to work and have appointments to attend. But could you arrange for a key to be left with a neighbour?  

Don’t worry if you aren’t in. We will continue to visit each property until we have everyone’s gas back on.

Please make sure you check the ID of our engineers before letting anyone into your home.  They won’t be offended if you ask them to see their ID.

Water in gas pipes? 

Unfortunately, we are still pumping water out of our gas pipes.  Although in smaller volumes now.  Over 12,500 litres of water and counting.  

We need to get to a stage where there is no water in the gas pipes and then we can clear the pipe out and start putting gas into the network, then start to restore gas to the streets, homes and businesses.

We would like to thank everyone for their continued patience, we are doing everything we can to pump water out of the gas pipes and restore all gas supplies as safely and quickly as possible.

When will my gas be restored?

Although about a third to half of properties are now back on, for the remaining properties, we are working hard to get them back on over the weekend.  If we can get into a property to do the essential safety checks, we’ll be able to get the gas back on.  

Don't worry, we visit each property several times and we are not going anywhere until all gas supplies have been restored.  

If people are away for the weekend, we’ll leave a card with our number on and ask that you call us when you are home, so we can complete the safety checks and turn your gas on.

Customer team 

Our customer team will continue to be on site over the weekend, outside of Our Lady of Sorrows Catholic Church, Eton Court, SL4 6BY from 9am - 9pm should anyone require additional assistance during this incident. 

Traffic management 

Our lane and road closures around Eton High Street will remain in place until the end of the incident.

Compensation

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 after the first complete 24hr period. 

We are currently still restoring gas supplies but once this is incident is over, we will notify your gas supplier (the company whose name is at the top of your gas bill). Cadent must pay the compensation payments to the gas suppliers within 10 working days after the incident has been closed. This payment will then be passed on to you by your gas supplier.

Everyone who lost gas will receive a letter regarding compensation for loss of gas. Householders are entitled to £70 for every 24 hours they were off gas while businesses will receive £120 per 24 hours off gas. 

Do I need to claim for compensation?

No. Compensation for the loss of your gas supply will be paid automatically to your gas supplier whose name will be at the top of your gas bill. Your gas supplier will then pass this on to you.

When will I get my compensation?

Cadent must pay the compensation payments to the gas suppliers within 10 working days after the closure of the incident.

How will my gas supplier pass on this compensation payment?

This will depend upon your gas supplier. Some may take it off your gas bill; others may send you a cheque. You will need to contact them for this information. 

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.

Will I get compensation for low gas pressure?

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.

Thank you for your continued patience whilst we carry out these emergency gas works.

Once again a huge thank you from all the North London team for your continued patience and understanding, it is appreciated greatly by our engineers and support staff on site

Yesterday, we were successful in getting about 10% of properties back on gas and we are back on site this morning continuing this work.

Today, we will concentrate our efforts on the following streets – the remaining properties on the High Street, King’s Stable and Sun Close.

We do need people to be in, so that our engineers can turn your gas back on safely.  Don’t worry if you aren’t in.  We will continue to visit each property until we have your gas back on.

Please DO NOT try to turn your gas supply back on yourself.  Our engineers need to complete safety checks first and ensure water has not travelled beyond the gas meter into the internal pipes and gas appliances.

We are still pumping water out of the gas pipes in the side roads off the High Street, so these properties may not be back on gas until the weekend. But if all goes well, we could start turning some of these streets on this afternoon/evening too.

Our customer team will continue to be on site today and over the weekend, should anyone require additional assistance during this incident.

We would like to thank everyone for their continued patience. We are doing everything we can to pump water out of the gas pipes and restore your gas supply as safely and quickly as possible.

Restoration of the gas supply

Good news! We have started to turn the gas back on to some properties this afternoon.  This work will continue this evening and into the weekend.

This evening, we are working to restore gas to 1-118 High Street and Kings Stable.  Over the next few days we will work along the High Street, also each side street as we go.

Please DO NOT try to turn on your own gas supply. Our engineers must complete the necessary safety checks before they turn the gas supply back on to each home and business.

Over 12,000 litres of water have been pumped out so far, and there is still water in the gas pipes.  This has hampered our efforts; however, we have brought in extra specialist equipment from Harrogate and over 30 engineers and support staff are on site, all working to restore gas to you as safely and quickly as possible.  

Customer contact

Our customer team will continue to be outside Our Lady of Sorrows Catholic Church, Eton Court, SL4 6BY from 9am - 9pm for the next few days, for any customers who may have a question. 

Alternatively, please call our customer team on 0808 178 8078. Lines are open Monday to Friday between 08:00 – 18:00.

If you are on the Priority Services Register and need additional support during this time, please do contact us and one of our customer team will contact you to see how we can help you further. 

Road and lane closures

To carry out our works safely and to keep the traffic flowing, we have put a way one system in place on Eton High Street.

Vehicles will only be able to travel southbound on Eton High Street, then follow the diversion to Meadow Lane.

Eton Court Road will be closed other than for access to residents and car parks.

Parking has been suspended on Eton High Street. Please use nearby car parks on Meadow Lane and Eton Court. 

We’d like to reassure you that we will keep disruption to a minimum and get your streets back to normal as soon as we can. 

Compensation

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 after the first complete 24hr period.

We are currently still restoring gas supplies but once this is incident is over, we will notify your gas supplier (the company whose name is at the top of your gas bill). Cadent must pay the compensation payments to the gas suppliers within 10 working days after the incident has been closed. This payment will then be passed on to you by your gas supplier.

Everyone who lost gas will receive a letter regarding compensation for loss of gas. Householders are entitled to £70 for every 24 hours they were off gas while businesses will receive £120 per 24 hours off gas. This will be paid directly to your gas suppliers.

Do I need to claim for compensation?

No. Compensation for the loss of your gas supply will be paid automatically to your gas supplier whose name will be at the top of your gas bill. Your gas supplier will then pass this on to you.

When will I get my compensation?

Cadent must pay the compensation payments to the gas suppliers within 10 working days after the closure of the incident.

How will my gas supplier pass on this compensation payment?

This will depend upon your gas supplier. Some may take it off your gas bill; others may send you a cheque. You will need to contact them for this information.

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.

Will I get compensation for low gas pressure?

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.

Thank you for your continued patience whilst we carry out these emergency gas works.

Our teams continued their work last night to restore the gas supply in the Eton High Street area.  

 Water is still being pumped out of the gas pipes and so far, we have removed over 11,000 litres of water, along with a few barrows full of debris, stones and sand from when the burst water main damaged the gas pipe.

Although progress may feel slow, we are getting there and we are hoping to start to restore gas to some homes and businesses this afternoon.  Our aim is to get most properties back on gas by the weekend.  If you are in, we should be able to restore your gas.

 Please DO NOT try to turn on your gas supply yourself. Our engineers need to carry out safety checks in each property before gas can be safely restored.

 High Street lane closure.  Working with the local council we have put in place a one way system on Eton High Street to ensure the safety of pedestrians, road users and enable us to carry out our work with a little extra room.  The one way system will be in place until our emergency work finishes. We are thankful for your continued patience.

We would like to thank the residents of Eton High Street area for their patience whilst we continue to pump water out of the gas pipes.  So far, we have pumped over 8,000 litres of water out of the gas pipes.  Until all of the water has been removed, we can’t restore the gas supply to your home and businesses.  

Whilst this work continues, we are preparing to restore gas back into the network.

We hope to start to restore some gas supplies this evening, however, it is more realistic that we will in fact start to turn gas supplies back on tomorrow.  Please DO NOT try to turn your gas back on yourself.  You must wait for a Cadent engineer to carry out the safety checks before they can turn your gas back on.

We are working to get everyone back on gas by the weekend.

Our customer team will be in site today and tomorrow from 9am to 9pm.

Cadent engineers worked throughout the evening yesterday to ensure all gas supplies were safely switched off due to the water in our gas pipes in the Eton High Street area. Today our engineers are back on site and continue our work to pump water out of the gas pipes and this will remain our priority. 

Please DO NOT try to turn off or on your gas supply. Please wait for our engineers to visit your property and complete these checks safely. We do need you to be in but don’t worry if you aren’t we will revisit your property a number of times and won’t leave until the gas has been restored to all properties.

If you have any questions our customer team will be at our welfare unit outside Our Lady of Sorrows Catholic Church, Eton Court, SL4 6BY. Teams are already there this morning and will be there throughout the day. Or, please call our customer team on 0808 178 8078. Lines are open Monday to Friday between 08:00 – 18:00.

Gas emergency service, Cadent is dealing with an incident in the Eton High Street area after a burst water main damaged our gas pipe. Water has entered into our gas pipes and we are working to resolve the issue as soon as possible and restore gas back to properties on the High Street as wells some roads off the High Street. 

A repair was made to the water and gas pipe yesterday. However, water is in the gas pipe. To restore gas to the network, we need to visit every property impacted and ensure their gas is turned off safely. For this to be competed we need people to be in. 

Please DO NOT do this yourself, please wait for one of our engineers to safely turn off your gas supply. At the same time, we are pumping water out of our gas pipes. Once this has been completed, we will put gas back into our network and revisit every property to complete the necessary safety checks and restore gas to each individual property. DO NOT try to turn your gas supply back on yourself. Please wait for our engineers to do this for you. 

Please check an engineer’s ID before allowing into your home. They will not be offended if you ask to see their ID. A welfare unit will be available from 6pm this evening outside Our Lady of Sorrows Catholic Church, Eton Court, SL4 6BY for any customers who may have a question. 

Alternatively, please call our customer team on 0808 178 8078. Lines are open Monday to Friday between 08:00 – 18:00. It is too early to say when everyone will be back on gas but we are working as safely and quickly as possible hoping everyone will be back on gas by the weekend. We will keep you updated on progress.