Customer CentreOur dedicated Customer Team is also available to provide support and answer questions on 0800 389 8000, from 8am to 8pm Monday to Friday.
Essex & Suffolk Water to repair the burst water main - COMPLETED
Cadent to check and repair the gas mains - COMPLETED
Engineer visits to each affected property, to isolate supply - COMPLETED
Remove all the water from the gas network - On going – We have removed over 60,000 litres of water from the gas network
Engineer visits to each affected property, to restore supply and check everything is working safely - all properties are back on gas where we have been able to gain access to complete safety checks
No Access - we have left contact details for customers to call us when they return
The majority of properties are now back on gas, apart from a handful of properties where we are still pumping out water or those where we have not been able to gain access to complete the necessary safety checks.
Where we have not been able to gain access, we have left contact details for residents to call us on their return. We will send an engineer out straight away.
The few properties where we are still pumping water from the main, service pipes and internal gas pipes and appliances, don’t worry we are not going anywhere until your gas supply has been restored.
Our temporary customer centre at St Thomas Canterbury Church of England Primary School, Sawyers Hall Lane, is only for operational teams now and if you have a query, please call the gas enquiry number on 0800 389 8000.
We hope to have completed all necessary work by tomorrow evening.
Compensation – those who have been without gas for more than 24hours are entitled to be compensated. You DO NOT need to do anything. Compensation will be paid directly to your gas supplier, whose name is at the top of a gas bill, after ten working days of the closure of the incident. Please see Compensation tab on this webpage for more details.
If you should have any issues with your gas supply after this incident, please contact us on 0800 389 8000, we’ll be able to assist you.
Today we are concentrating our efforts on Sawyers Grove and Argyll Court where we are still pumping water from the gas pipes.
Half of these properties still off gas, we have not been able to gain access to complete the safety checks to switch the gas supply back on. As we have visited these properties a number of times, we will be back later, but today we are concentrating our efforts of the remaining homes where we need to remove the water from the gas pipes in the street and pipes leading to homes.
We appreciate this is a long process but it can’t be rushed and due to the volume of water in our network it does take time. We can only thank people for their patience.
Around 90% of properties are now back on gas. We are making every possible effort to get the remaining properties back on gas. We have two challenges at the moment:
Today we pumped another 3,000 litres out of our gas pipes. Nearly a total of 50,000 litres of water removed from the gas pipe network so far. The streets included are Greenshaw, St Helens School and Grove House School, Sawyers Grove and Sawyers Hall Lane. On these streets and properties, we are removing water from the main pipe in the road and all the services pipes leading up to a property and in some case removing water from the internal gas pipes within a home, business, or school. This all takes time.
To switch on a gas supply, we need people to be at home. We need to check water has not got into gas appliances within the home, complete safety checks and only then can the gas supply be restored. We do need people to be at home.
If you know someone who has gone away, do let us know and when they might return. We will revisit each property where there has been no access, at least three times. Then leave contact details, so the property owners can call us on their return. We will leave a property safely turned off gas.
We expect to be in Brentwood for the next few days at least. Completing the full restoration of gas supplies and restoring the roads to the way they were before this incident. There will be engineers at the school where we set up our customer centre on Sunday from 8am – 4pm to help with any final questions or queries.
Over 85% of properties are now back on gas in Brentwood. Thank you for your ongoing patience whilst we continue to remove water from the gas pipes and restore gas supplies.
We are still pumping water out of our gas pipes, however, we were successful yesterday in pumping out water from Sawyers Grove area and today our efforts are getting this area back on gas.
Not only is the water in the gas pipes in the road but in the service pipes leading to each property too and unfortunately, for some people, the water has gone beyond the gas meter and into gas appliances too.
It only takes half an egg cup of water to block a service pipe. If water is also in gas appliances it will take us longer to remove all this water. Our engineers are on site and the pumps keep pumping and we are not leaving until everyone is back on gas.
Our customer enquiry phone line is now closed and will reopen on Monday at 8:00am.
If you need assistance regarding the ongoing incident in Brentwood, please visit us at our Customer Centre at St Thomas Canterbury Church of England Primary School, Sawyers Hall Lane, Brentwood, CM15 9BX.
The Customer Centre at the school will be open on Saturday between 08:00-16:00hrs.
Our teams will be in Brentwood for the weekend as we are still removing water from a small section of gas pipes mainly at the bottom end of Sawyers Hall Lane where the water main burst.
Today, we will also revisit the properties we have not been able to gain access to complete the safety checks, before turning a gas supply back on. We usually visit a property at least three times. After these visits If someone is not in then we will leave contact details for them to call us and we'll send an engineer out straight away to restore the gas supply.
We hope to have everyone back on gas where we can gain access by the end of today. With the last few where we are pumping out water today back on gas tomorrow at the latest.
We have now managed to get 85% of customers back on gas.
We have removed over 40,000 litres of water from the gas network
The customer centre will remain open on Saturday between 8am - 4pm.
Please feel free to contact us if you have any issues. Thank you for your understanding.
Work is progressing well to get gas back on. However, we are still pumping water out of our gas pipes. Until all of the water has been pumped out of the gas pipes, we can’t turn everyone back on.
60% of properties have been turned back on, and we hope the majority will be back on by the end of today. Unfortunately, some properties won’t be back on until tomorrow. These are likely to be on Sawyers Hall Lane and the roads off this road. This is because there is still water in these gas pipes. Please bear with us. We aren’t leaving until everyone is back on gas.
For customers on the Priority Services Register in the affected Brentwood area, if you are still off gas we are able to offer you hot meal vouchers until your gas is back on. If you think this relates to you, please contact us and we’ll be able to assist. You can call us on 0800 389 8000 or let one of our customer team know at the customer centre at St Thomas Canterbury Church of England Primary School, Sawyers Hall Lane, Brentwood, CM15 9BX and we’ll arrange it for you.
At this stage, we know that properties in the following postcodes are affected.
| CM14 4EZ | CM14 4XZ | CM14 4YL | CM15 0BJ | CM15 9DF |
| CM14 4RJ | CM14 4YA | CM14 4YN | CM15 9BD | CM15 9DG |
| CM14 4WD | CM14 4YD | CM14 4YP | CM15 9BJ | CM15 9DN |
| CM14 4XU | CM14 4YG | CM14 4YR | CM15 9DE | CM15 9DW |
| CM14 4XX | CM14 4YH | CM14 4YS | CM15 9DB | CM15 9HP |
| CM14 4XY | CM14 4YJ | CM14 5EE | CM15 9DD | CM15 9HR |
While no properties on certain roads are not thought to be impacted, you will notice we have an excavation in the area. This is to help us repair the gas pipes and remove the water from the local network.
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, including anyone 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
Unfortunately, not. This is a large-scale incident. Further instructions will be given when it is safe for gas supplies to be switched back on.
This depends on how long you are off gas. Cadent has a statutory obligation to pay compensation to anyone who is without gas for more than 24 hours after the first complete 24-hour period of being without gas.
No, as gas is still being supplied to your property. However, if we have turned your gas supply off, you should be entitled to compensation as applicable.
No. If compensation is applicable, 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.
If compensation is applicable, Cadent must pay the compensation payments to the gas suppliers within 10 working days after the closure of the incident.
If compensation is applicable, this will depend upon your gas supplier. Some may take it off your gas bill; others may send you a cheque.
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.
