Customer CentreFrom Monday:
Phone: 0808 178 8078
Email: [email protected]
From 8.00am to 8.00pm Monday to Friday
Whielden Street is closed from Gilbert Scott Court to The Broadway. (Access to residents only.) Access is available to the hospital via Whielden Lane.
There is also three way traffic lights at the junction of The Broadway, Market Square and Whielden Street.
Cadent would like to thank the residents around Whielden Street, Amersham for their patience and understanding during the recent incident where a burst water main damaged a gas pipe and flooded three gas networks.
Cadent has been working with Affinity Water, GTC and ESP to restore gas supplies as safely and quickly as possible.
Over 2,600 litres of water was pumped out of gas networks.
Cadent has been able to turn the gas back on to all properties where we have been able to gain access. For the few remaining properties, we will visit three times then leave a card with our details, so the resident can call us when they return home.
ES Pipeline customers have also had their gas supplies turned back on.
GTC’s network – there are still customers on Gilbert Scott Court where we have not been able to turn their gas supplies back on yet. Cadent engineers are assisting GTC with their restoration work. Please see GTC’s website for full updates and details.
Cadent – We will pay compensation to our customers affected by the water ingress incident, once the incident is closed. We will send a letter to our customers to explain how compensation will be paid to your gas supplier, the company name at the top of your gas bill. You do not have to do anything. For more information, please read all about it on the Compensation Tab.
GTC - Residents and businesses on Whielden Heights and Gilbert Scott Court your gas distribution network company is GTC and you will need to speak to them about compensation for not having gas over the past week.
ESP - Residents and business in Diamond Court, your gas distribution network company is ES Pipelines and you will need to speak to them about compensation for not having gas over the past week.
Great news, we have started to restore gas supplies to the affected properties in the area of Whielden Street, Amersham. Although we are still pumping water out of the gas pipes, over 2,000 litres so far, we have been able to start to get gas back into our network in some areas.
It is important that you do not try to turn your gas supply on yourself. We need you to be in, if possible, and wait for a Cadent engineer to visit your home or business to complete the safety checks before restoring your gas supply. Please check someone’s ID card before allowing anyone into your home.
Our engineers will be on site over the weekend completing the work to restore gas supplies and early next week we will be filling in the excavations where we have pumped water out of the gas pipes.
Customer Centre
We will be closing our Customer Centre at The Pavillion at 8pm tonight (17/04/26). If you have any questions or need additional help over the weekend, please call us on 0800 085 4478. We are just at the end of the phone if you need extra help.
Compensation
GTC - Residents and businesses on Whielden Heights and Gilbert Scott Court your gas distribution network company is GTC and you will need to speak to them about compensation for not having gas over the past week.
ESP - Residents and business in Diamon Court, your gas distribution network company is ES Pipelines and you will need to speak to them about compensation for not having gas over the past week.
Cadent – We will pay compensation to our customers affected by the water ingress incident, once the incident is closed. We will send a letter to our customers to explain how compensation will be paid to your gas supplier, the company name at the top of your gas bill. You do not have to do anything. For more information, please read all about it on the Compensation Tab on Cadent’s incident page.
We would like to thank you for your continued patience and understanding whilst we restore your gas supply after the gas networks were flooded.
Work on site is continuing, and we are getting closer to getting gas back to all properties. We are still removing water from the gas pipes but we have cleared a large amount of water out of our network.
Engineers are working around the clock to restore the gas as safely and quickly as possible.
It is hoped that later today we can start to restore gas to some properties and we will continue to visit properties late into the night. Visiting until people no longer open the door to us. Please
check IDs before allowing anyone into your property.
We need people to be in their homes for us to complete safety checks, when we are ready to restore the gas to each property. Is it possible to leave a key with a neighbour? Or let us know when you will be at home. Come to our customer centre at The Pavillion or call us on 0808 1788078 to let us know when you will be at home.
If you are on the PSR register and need additional support during this incident, please get in touch.
For residents on Whielden Heights and Gilbert Scott Court, your gas distribution company, who owns your gas network, is GTC. We are working with them to help restore gas supplies here too, however, there is still a lot of water and debris in this gas network in your area where the gas pipe was damaged by the burst water main. We anticipate that restoring your gas supply will take longer. Please bear with us all, as GTC and Cadent are doing everything they can to get you back on gas as soon as possible.
Urgent action required from customers in the affected area. We cannot start to restore gas supplies to affected properties in Amersham until we have checked all properties have been safely switched off. We need people to be at home so we can do these checks. We will visit a property at least three times. Is it possible to leave a key with a neighbour? Or let us know when you will be at home. Come to our customer centre at The Pavillion or call us on 0808 1788078 to let us know when you will be at home.
We cannot start to restore gas supplies until every affected property has been switched off safely.
Affinity Water have repaired their burst water main and Cadent have repaired the damaged gas pipe. We continue to pump water out of the gas pipes too. Around 30 engineers from around our London Network are in Amersham today, working to get your gas supply back on as safely and quickly as possible. We believe most of the water has been pumped out of the mains and we are making sure we are ready to go once all properties have been safely switch off. Today, we will return to the affected properties we have not been able to gain access.
Cadent's engineers have continued their efforts today and have pumped over 1,000 litres of water from our gas network so far along Whielden Street area of Amersham.
As we are still removing water from the gas pipes, we won't be able to start to turn gas back on until all the water has been removed.
We are hopeful that we will be able to start turning gas supplies back on tomorrow.
We will continue working late into the evening tonight to get the network ready to restore gas supplies as safety and quickly as possible.
We are still onsite at The Pavillion should you want to come and speak to us. If you are on the PSR register please do contact us and we can offer additional support during this time.
Address: The Pavilion, Barn Meadow Recreational Ground, School Lane, HP7 0ER
Please bring proof of address
Our Customer Team are also still available help:
Phone: 0808 178 8078 (Mon–Fri, 8am–8pm)
Email: [email protected]
*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 20 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 £75 for every 24 hours they were off gas while businesses will receive £130 per 24 hours off gas. This will be paid directly to them via their 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. We pay compensation for every 24-hour period you are off gas after the first 24 hours. We pay £75 for every 24-hour period off gas to domestic customers and £130 for every 24-hour period off gas to business customers until we can re-connect your supply.
For example: Tuesday 15th November at 5pm gas supply was turned off. Friday 18th November at 7pm gas supply is reconnected. Total hours off gas = 74hrs, entitled to 48hrs compensation = £150 compensation.
With the current gas supply incident across the area, Cadent engineers may require access to your property (if you are a gas user) to facilitate the restoration of your gas supply.
Before you let anyone into your home you need to know they are who they say they are, so you should always ask to see their identification card.
When one of our engineers arrives at your door, they will always show you their Cadent identification card. To confirm they are who they claim to be you can call us on 0800 389 8000 to confirm their identity.
Our engineers will not be offended if you close the door and make the call to us. They will wait on the doorstep until you are happy to let them in.
We will be visiting all residents in vulnerable situations to switch their gas off. We are also providing assistance to those in the most vulnerable situations.
These include people who are elderly, chronically sick or recovering from a hospital stay, have a terminal illness, have a disability or you have children aged 0 -3 or you are registered on the Priority Services Register .
If you know of someone in a vulnerable situation and you are concerned please contact 0800 389 8000.
The Priority Services Register (PSR) is a free service offered throughout the energy industry available to domestic customers across England, Wales and Scotland.
It helps energy companies like Cadent look after customers who have extra communication, access or safety needs. It’s free and easy to join and gives extra support to those who need it.
You can register yourself, or someone you think would benefit from being on the PSR.
Find out more here https://cadentgas.com/help-and-advice/priority-services-register
This will depend upon how long you were without gas. Your entitlement is above.
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:
The symptoms of carbon monoxide poisoning include:
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:
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.nhs.uk/conditions/carbon-monoxide-poisoning/Pages/Introduction.aspx
This is a large-scale incident. Further instructions will be given when it is safe for gas supplies to be switched back on.
As of 13/04/26 17:00, these are the streets where some properties have been affected. Not all properties may be impacted.
If you start to experience low gas pressure, or no gas pressure to all appliances and haven't been visited previously - please call the national gas emergency service on 0800 111 999*.
| Diamond Court |
| Forge End |
| Gilbert Scott Court |
| High Street – closest to Market Square |
| Stevens Way |
| The Broadway |
| The Platt |
| Ward Place |
| Whielden Close |
| Whielden Heights |
| Whielden Street |
*All calls are recorded and may be monitored.
