1 incidents
    Loss of gas - Ingham 10 Jul 2024 12: 30 PM
    What we are doing:
    • Assessing how many homes are affected - Complete
    • We need to visit every property affected and ensure all gas appliances and the gas meter is switched off safely before we can get gas back into the network - Complete
    • We have nearly restored all gas supplies -Complete
    • Please DO NOT try to restore your own supply (one of our engineers must do this).
    • If you or you know a neighbor who needs extra assistance please speak to one of our engineers or contact us on 0800 917 7160.

    Great news, we managed to restore gas to all properties last night! There are just a few properties where we haven't been able to gain access to do the essential safety checks but we will revisit those properties today. You will still see us around today.

    We will tidying up the areas where we have been working throughout the weekend.

    Compensation

    Cadent has a statutory obligation to pay compensation to anyone who is without gas for more than 24hrs after the first complete 24hr period.

    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 £115 per 24 hours off gas. This will be paid directly to them via their gas suppliers.

    Thank you for all your patience and understanding during this incident.

    We’ve been busy tonight restoring supplies to the last remaining homes impacted by this incident. There is only a very small number to go. We are now in position to be able to restore supply at every property – we just need to get in, to turn supply back on and check everything is working safely.

    We have visited every remaining property at least once and will be back again tomorrow to try again. We will leave information too, explaining how to contact us. It’s late, and we realise some would rather not answer the door this late, or will have gone to bed.

    Have a peaceful night, everyone.

    We have made good progress today and we have started to restore gas to the network in Phase 8 and started knocking on doors, so we can do the essential safety checks and safely turn your gas appliances back on.

    Please DO NOT try to turn your own gas supply back on. This needs to be done by a qualified engineer.

    To ensure we can switch on your gas, we need you to be at home. If you are not at home when we call, it will delay your gas being switched back on.

    If you are away or working don't worry, we will return at least three times. After that, we will leave details for you to contact us directly when you are at home.

    If you need any extra assistance during this time or know of a neighbour who may need a little more help please call us on 0800 917 7160.

    Thank you, for your patience, kindness and understanding during this incident.

    A huge thank you to the residents who have been without gas this weekend. You have been very understanding, and supportive to our engineers.

    Our final push today. We were disappointed we couldn't get you all back on gas yesterday, but we believe everyone will be back on gas by the end of the day, as long as we can gain access to complete the necessary safety checks.

    We are not leaving until you are all back on gas.

    A little reminder, our engineers do need to do the safety checks to turn your gas supply back on, so don’t be tempted to do it yourself.

    The Witham Leisure Centre remains open for those who need a hot shower. Our customer team are still available behind the Premier food store if you have any questions. Or you can call on our dedicated number 0800 917 7160. No food trucks today, as all should be back on gas today.

    If you know of anyone who needs extra assistance and is still without gas, give us a call on 0800 917 7160 and we can assist.

    Some people have been asking about compensation. Those affected are entitled to compensation and you can find the details on the FAQ tab.

    Don’t worry you don’t need to claim for the compensation, it is paid automatically to you via your gas supplier.

    Once again, thank you for your patience and understanding throughout this incident.

    After a day of great progress, we are sorry to have to say that due to a number of engineering challenges in Phase 8, we won’t be able to get gas back into this area of Witham tonight.

    We know it’s of small comfort and the last thing you wanted to hear, but please be assured that we are confident of being able to restore gas supply to this phase tomorrow (Monday 17 April).

    We have restored supply to around three-quarters of the total area impacted by this incident. It is just Phase 8 now remaining (see ‘affected areas’ tab on this page for details of the 8 phases).

    We will continue working to get things ready for restoring supplies in Phase 8 tomorrow. Ideally, we would want you to stay in tomorrow so that we can access your home as soon as we are able to restore your supply, but know you may have commitments that mean you can’t.

    Please be assured that if you need to go out, to work for example, we will keep engineers in the area for when you return. Or, perhaps you could leave a key with a neighbour? We don’t need you to be there, we just need to be able to get in. Whichever works best for you, is fine by us.

    If you need to contact us

    Our customer support team is now based out of our mobile unit in Allectus Way. Please visit us here if you need any support. We also have a dedicated phone line for this incident: 0800 917 7160. Shower facilities remain available at Witham Leisure Centre and we will be confirming arrangements (details to follow) for continuing to provide hot food for customers in Phase 8.

    Please DO NOT try to restore your own supply. Only our engineers MUST do this, to make sure everything is working safely and to check your boiler and appliances are working as they should be.

    Once again, we are sorry to those we have been unable to get back on gas this weekend.

    We are making great progress today and have now restored gas to around two-thirds of customers who were impacted by this loss of gas incident in Witham.

    As per the ‘phase’ plan to restore gas, within the last hour we have started to restored gas supply to customers in Phase 4 (see the ‘affected areas’ tab of this page to see which homes are in each phase). This is great news, and keeps us on track.

    We remain hopeful to start restoring supplies to the final phase, which includes all remaining properties, later today. We will issue an update as soon as we have news on that.

    Just to say again, because we simply can’t say it enough, thank you so much for your unbelievable patience and understanding while we have worked hard to resolve this. It’s not been nice for you at all, we know, but your kindness and consideration to our team on-site has been amazing.

    How do you know which ‘phase’ you are in?

    The ‘affected areas’ tab on this page has information on which street is in which phase. We do need to systematically restore gas in phases (areas) to be satisfied that everything is working safely and reliably, and such that we aren’t risking any issues recurring later.

    How you can contact us

    Our customer support centre will leave Witham Leisure Centre when the centre shuts at 4pm today. After then, the team will be available at our mobile unit in Allectus Way. Please visit us here if you need any support. We also have a dedicated phone line for this incident: 0800 917 7160.

    Do you need to stay in?

    It would really help if you could stay in. We know that’s a big ask, but it will help speed this up for everyone. Our engineer will need to access you home, safely restore supply and then check your boiler and appliances, to make sure they are working safely. If you do need to go out, could you leave a key with a neighhour? We don’t need you to be there, we just need to be able to get inside.

    If you live in one of the phases where gas has already been restored, but you are not back on gas yet, we will have knocked and left details how to contact us. But simply find one of the team – at the leisure centre, or anyone wearing one of our orange jackets – and they’ll get it sorted for you.

    Why can’t I turn on my own supply?

    Please DO NOT do this. Only our engineers MUST do this, to make sure everything is working safely and to check your boiler and appliances are working as they should be.

    If you smell gas – call 0800 111 999* immediately

    It’s important you act quickly if you think you smell gas. Call 0800 111 999* immediately if you smell gas inside or outside your home. Please don’t think it is related to what’s going on in this incident – it may not be and needs to be checked. *All calls are recorded and may be monitored.

    With gas restored to 5 phases yesterday (Phases 1, 2, 3, 5 and 6), our team remains confident of getting most of the remaining homes back on gas today.

    After some terrific work by our teams overnight and then again early this morning, we hope to be able to begin restoring supplies in Phase 7 this morning, followed by Phase 4 this afternoon and then – all being well – the remaining phases later this evening.

    Your patience has been amazing and we just ask that you bear with us through today as we work hard to resolve this as fast as we safely can.

    How do you know which ‘phase’ you are in?

    The ‘affected areas’ tab on this page has information on which street is in which phase.

    We have made some changes to these phases today, hoping it makes it easier for you to know which phase you are in. This includes reducing the number of phases from 9 to 8 (which is good news, as it means we will be able to restore supply quicker for the original phases 8 and 9; they have been merged).

    We do need to systematically restore gas in phases (areas) to be satisfied that everything is working safely and reliably, and such that we aren’t risking any issues recurring later.

    How you can contact us

    We continue our large presence in Witham today: our customer support team is back at Witham Leisure Centre until the centres shuts at 4pm today. Please visit us here if you have any questions or need help.

    After 4pm, the team will be available at our mobile unit in Allectus Way. We also have a dedicated phone line for this incident: 0800 917 7160.

    Do you need to stay in?

    It would really help if you could stay in today. We know that’s a big ask, but it will help speed this up for everyone.

    Our engineer will need to access you home, safely restore supply and then check your boiler and appliances, to make sure they are working safely.

    If you do need to go out, maybe leave a key with a neighhour? We don’t need you to be there, we just need to be able to get inside.

    If you live in one of the phases where gas was restored yesterday, but you are not back on gas yet, we will have knocked and left details of how to contact us. Just simply find one of the team – at the leisure centre, or anyone wearing one of our orange jackets – and they’ll get it sorted for you.

    Why can’t I turn on my own supply?

    Please DO NOT do this. Only our engineers MUST do this, to make sure everything is working safely and to check your boiler and appliances are working as they should be.

    We’ll keep this page updated through today.

    Our update this evening is that we are now actively restoring gas supplies in phases 3 and 5, and we hope to be able to begin in phase 6 tonight too (all being well).Update at 9.30pm: good news, we have started to restore supplies in Phase 6 tonight.

    This is great progress and keeps us on schedule to have most of you back on gas this weekend.

    Please look at the ‘affected areas’ tab on this page to see the phases we are working to. We are working through this in a systematic, phased way to ensure gas is safely restored to your area.

    With Phases 1 & 2 now complete, this would mean around half of the impacted properties would be back on gas. Our engineers will continue visiting homes until around 10pm.

    We will not call after this time to avoid the risk of frightening or waking you with a knock on the door so late at night. We will start again early tomorrow, to continue with our work to restore supplies in the remaining phases.

    We are sorry to everyone impacted by this, but particularly those of you who will not be back on gas this evening. Your patience is truly extraordinary and very much appreciated.

    Thank you.

    We promise we are doing all we can to restore your gas supplies as soon as we safety can. Again, to remind you: please DO NOT try to restore you own gas supply – our engineers MUST do this. As well as turning your supply back on, they will check your boiler and appliances, to be 100% sure that everything is working safely. We do need access to your house to do this.

    Please stay in if you can. If you need to go out, it’s ok for us if you leave a key with a neighbour. We will also make multiple return visits, don’t worry. We aren’t going anywhere until this is resolved. We have our customer support specialists at Witham Leisure Centre, Spinks Lane, Witham, CM8 1EP, tonight and again from early tomorrow. Showers are available here for any affected residents.

    We also have a dedicated phone line for this incident: 0800 917 7160. The food vans will return tomorrow, from 10am to 6pm, for those who are still without gas at that time.

    We have made good progress in Phases 1 and 2, with gas restored in these areas now. If you are in these areas and were not in when we called, we have left information on how to contact us.

    Please look at the ‘affected areas’ tab on this page to see the phases we are working to. We are working through this in a systematic, phased way to ensure gas is safely restored to your area. Mid-afternoon today (Saturday), we are confident we can begin restoring supplies in Phase 3, and later today anticipate being able to begin restoring supplies in Phase 5.

    We are also hoping to get either Phase 4 or 6 back on gas today too. But a decision will be made later this afternoon. Realistically, those of you in the remaining phases will not be back on gas tonight. We are sorry. Please be assured that we will maintain our large presence in the area until everything is sorted, and we have you back on gas. We are working to having most of you back on gas this weekend.

    A couple of reminders: please DO NOT try to restore you own gas supply – our engineers MUST do this. As well as turning your supply back on, they will check your boiler and appliances, to be 100% sure that everything is working safely.

    We do need access to your house to do this. Please stay in if you can. If you need to go out, it’s ok for us if you leave a key with a neighbour.

    We will also make multiple return visits, don’t worry. We aren’t going anywhere until this is resolved.

    Our Customer Centre at Witham Leisure Centre, Spinks Lane, Witham, CM8 1EP is and will be manned into the evening. Showers are available here for any affected residents.

    We also have a dedicated phone line for this incident: 0800 917 7160. Thank you for your continued patience. You are being really kind and considerate, despite the challenge this is causing you all.

    We promise we are working as hard as we can to resolve this.

    We have a big team in Witham again today, continuing to restore gas supplies in the area impacted by this loss of gas incident.

    Please take a look at the ‘affected areas’ tab of this page and you’ll see we have created nine ‘phases’. This is the order in which we plan to restore supplies.

    Once we are content gas is safely back into the pipes in each phase, we will start knocking on doors to visit the homes within, to turn your supply back on and check everything is working as it should.

    Please DO NOT try to restore your own supply. Our engineers must do this. Everyone’s safety is our absolute priority here – and we’re sure you understand that, despite the challenge you’re facing.

    Last night, we completed Phase 1. If you are in Phase 1 and were not in when we called, we’ve left a note explaining how to contact us.

    We started in Phase 2 early this morning.

    We will work through the phases and update you as we move into new phases today and into tomorrow. We anticipate being able to restore supplies to most phases during the weekend.

    If you are waiting for your supply to be restored, it would be a big help if you can try to stay at home, so we can access your property. We will need access – to restore supply and then do a thorough check that everything is working safely. We know it’s a big ask, but it will help speed this up for everyone. If you do need to go out, perhaps leave a key with a neighbour? That’s fine with us.

    Once again, thank you, everyone, for bearing with us while we get this work done. We know it’s not great to be without gas and your patience is 100% appreciated. You are all being very kind to our team, who are determined to do all they can to resolve this as quickly as they safely can.

    Our Customer Centre at Witham Leisure Centre, Spinks Lane, Witham, CM8 1EP is open again today and will be manned late into the evening. Showers are available here for any affected residents. We also have a dedicated phone line for this incident: 0800 917 7160.

    We have been able to restore gas supplies this evening in Phase 1 (see ‘affected areas’ tab of this page). Our team is continuing work, into this evening, to start in Phase 2 from around 8am tomorrow (Saturday).

    We anticipate being able to get the majority of all impacted properties back on gas during the weekend. Please see the phases for the order in which we’ll do that. The order relates to the way the gas network works – we have to do one after the other, in this way. The order may change - we will update it if it does.

    If you are waiting for your supply to be restored, it would be a big help if you can try to stay at home, so we can access your property. We will need access – to restore supply and then do a thorough check that everything is working safely. We know it’s a big ask, but it will help speed this up for everyone. If you do need to go out, perhaps leave a key with a neighbour? That’s fine with us.

    Please DO NOT try to restore your own supply. Our engineers must do this.

    You will see a big Cadent presence in the area tomorrow and it will stay that way until this is resolved.

    Thank you, everyone, for bearing with us while we get this work done. We know it’s not great to be without gas and your patience is genuinely appreciated – as is the kindness you’ve shown to our team who are working hard to resolve this incident as fast as they safely can.

    Our Customer Centre at Witham Leisure Centre, Spinks Lane, Witham, CM8 1EP will be staffed until 10pm this evening, and we’ll be back again from 8am tomorrow. Showers are available here for any affected residents. We also have a dedicated phone line for this incident: 0800 917 7160.

    We are making progress and, within the last hour, were able to begin restoring gas supplies in Phase 1 (see the ‘Affected areas’ tab on this page) – mainly Godric Road, Beadel Close and Faber Road.

    Our engineers are calling at each property once we are satisfied it’s safe to restore your supply. Please DO NOT try to do this yourself. It is not safe for you to do that. Our engineers will check everything is working safely and will check your boiler and appliances.

    We will be working hard into the night, to begin restoring supplies in other areas as soon as we safely can. We are sorry but we don’t expect to be restoring supplies in any areas other than Phase 1 this evening. We are confident we will be able to get the majority of you back on gas tomorrow. We will continue to have a very big team here in Witham until we have this resolved.

    Please visit us at our Customer Centre at Witham Leisure Centre, Spinks Lane, Witham, CM8 1EP, if you have any questions. Our team will be there until 10pm this evening, and back again from 8am tomorrow. Showers are available here for any affected residents. We also have a dedicated phone line for this incident: 0800 917 7160.

    Thank you again for your patience. We know it’s very difficult for you not to have gas and we are doing everything we can to resolve this at pace.

    We have set up a Customer Centre at Witham Leisure Centre (Spinks Ln, Witham CM8 1EP).

    Today, our team will be on hand until 10pm, and on Saturday and Sunday we will be open from 8am-4pm. We'll be able to answer any questions that you might have and provide you with support.

    In addition, showers will be available for any affected residents.

    Ensuring your safety and comfort is our number one priority, so please come down and we will do all that we can to help.

    We wanted to update you on the current situation with the loss of gas. Our engineers have been back on site since around 8am this morning. We are here and we are still working on it.

    Our priority remains visiting all affected properties to complete the safe turn off of gas at the meter. Once we have finished this we can start to restore gas to the network and, once this is complete, we can begin the process of restoring gas to each property.

    We urge everyone not to attempt to turn their gas back on themselves, our engineers need to do this safely for you. We also ask that you please check for ID before allowing anyone into your property.

    We are aware that an estate is without gas in Witham. Our engineers will be working until around 10:30pm to ensure affected homes and businesses in the area have been safely turned off at the gas meter. Please DO NOT try to do this yourself.

    We need to ensure all properties are safely switched off before we can start to restore the gas to our network.

    If you know anyone who may need additional help during this incident please let us know. Speak to one of the engineers or call us on 0800 389 8000, and we will see what additional help we can give you.

    We will switching gas supplies back on in phases.

    Please do not try to do this yourself. Please wait for our engineer to do this.

    We will update this page when we start each phase.

    These are intended as a guide only and may change.

    Please note: the information within these phases was updated Sunday morning (16th April). We hope it makes it clearer to understand which phase you are in. This includes reducing the number of phases from 9 to 8, as we have been able to merge some.


    Phase 1 - COMPLETEPhase 2 - COMPLETEPhase 3 - COMPLETE
    Faber RoadKing Edward WayTurstan Road (1 to 8 and 13 -25)
    Beadel CloseBoydin CloseAlan Road (1 to 13)
    Osbert RoadTurstan RoadEdmund Road (1 to 19)
    Godric RoadBarwell HouseAluf Close (1 to 8)

    Fortis House
    Phase 4 - COMPLETEPhase 5 - COMPLETEPhase 6 - COMPLETE


    Claudius Way (1 to 63)Alan Road (14 to 38)Brock Close (1 to 22)
    Allectus Way (5 to 10, and 27)Sutor Close (1 to 23)Goda Close (1 to 11)
    WulvesfordPhilip Road (1 to 19, and 29 to 32)Deford Road (1 to 19)

    Percy Way (1 to 6)Phillip Road (20 to 28)



    Phase 7 - COMPLETEPhase 8 - COMPLETEPhase 9
    Burdun Close (1 to 23)All remaining propertiesNow merged with other phases
    Siward Road (1 to 31)Allectus Way (66 to11)
    Deford Road (20 to 30)Alfreg Road
    Tostig LanePage Close
    Allectus Way

    *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 £65 for every 24 hours they were off gas while businesses will receive £105 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. Your entitlement is above.

    No, unfortunately not.

    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.

    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

    What are the key facts on carbon monoxide poisoning?

    • Carbon monoxide poisoning is preventable
    • It can be FATAL
    • And it often goes undetected

    Three tips which could save your life:

    1. Know the symptoms and signs
    2. Ensure gas appliances are installed, maintained and fixed by a Gas Safe registered engineers only. Have your gas appliances checked annually by a Gas Safe registered engineer.
    3. As a backup, buy and install an audible carbon monoxide detector – it could save your life

    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:

    • Colourless
    • Odourless
    • Tasteless

    The symptoms of carbon monoxide poisoning include:

    • Headaches
    • Nausea
    • Tiredness
    • Chest and/or stomach pains

    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:

    • Appliances have been installed correctly
    • Appliances are in proper working order – boiler or fire flames should be blue not orange or flickering
    • Appliances are checked for safety on an annual basis (For those in rented accommodation this is your landlord’s responsibility)
    • You have a copy of the gas safety certificate for all appliances in your accommodation
    • There is enough fresh air in a room
    • Chimney or flue is not blocked
    • Make sure a Gas Safe registered engineer install or maintains your gas appliances.

    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.gassaferegister.co.uk

    www.nhs.uk/conditions/carbon-monoxide-poisoning/Pages/Introduction.aspx

    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.

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