Water in gas pipes -

Compensation update

Here is a reminder about claiming compensation. We know the online form asks you to upload your latest gas bill and some of you have experienced issues doing this.

If you have any issues with completing our online form, we will be in the community at the following times:

Ratby

The Village Hall, Main Street, Ratby LE6 0LN

Friday 9th Feb 9am - 4pm
Monday 12th Feb 9am - 4pm
We're here to answer any questions or concerns that you may have.

Kirby Muxloe

Kirby Muxloe Library, Station Rd, Kirby Muxloe LE9 2EN

Friday 9th Feb 10am - 1pm
Monday 12th Feb 10am – 4pm
 
On Wednesday 14 February 8pm the online form will close and anyone who has not claimed will get their payment through their gas supplier. 

If the form doesn’t load first time, please try again, we’re experiencing high demand on the site. 

ratby compensation

One final update from us as we start to leave your wonderful community. Thank you to everyone for your patience as we resolved the issue in what was undoubtedly a difficult time for you.

As you’ll be aware, everyone who was without gas is entitled to compensation. We posted an update yesterday about how you can do this. The link to complete the form is here. ratby compensation

Our mobile command unit will be leaving Ratby today but don’t worry we’ll still be in the area, and you can speak to our teams at Ratby Village Hall until Friday, and then at Ratby library and Kirby Muxloe library on Monday. Council staff and volunteers will be available for support, general advice and assistance. If you have any questions or concerns, please come and see us – no matter how small a query.

Work will be ongoing over the coming days to ensure that we leave Ratby and Kirby Muxloe clean, tidy and as we found it. Once we have left your community, you can always call us on 0800 389 8000.

We would also like to remind everyone that if you ever smell gas, act fast and call us immediately on 0800 111 999* this is a 24/7 gas emergency number, save the number in your phone, if you ever smell gas or suspect carbon monoxide.

A few words from Richard Sansom, Director of East Midlands network; “I am really pleased to say that gas has been restored to all properties in Ratby and Kirby Muxloe, following the burst water main that flooded our gas network last Tuesday.  If you were in, we have been able to turn your gas back on.

“It has been a tremendous effort from more than 200 engineers from around the country, coming to the two villages to pump water out of the network of pipes, homes, and appliances, to restore gas to the affected properties.

“It has also been a great multiagency effort, working together to provide support and volunteers to help people throughout the incident.

“I would like to thank everyone in Ratby and Kirby Muxloe for their continued understanding and patience in the past week. Your kindness to our engineers has been very touching and greatly appreciated. Thank you.”

*All calls are recorded and may be monitored

Compensation update

As your gas distribution company, if we are unable to provide gas into your home or business, we are obliged to pay you compensation.  Usually, this compensation goes directly to your gas supplier within 20 days of the closure of the incident. We have decided, on this occasion, we will pay compensation directly to each affected bill payer once their gas supply has been restored.

To do this, we need the bill payer for each affected property to fill out our simple online form, to enable us to pay the compensation directly to you and not to your gas supplier.

ratby compensation

Once we have received your details, it will take up to ten working days to check the amount you are entitled to in compensation and send it through to your bank account.

Once the incident is closed you will have until Friday 16 February 8pm to complete the form.  After this time, we will pay the compensation directly to your gas supplier as described below.

If you are not comfortable filling out the form online, our customer team will remain on site this week in Ratby Village Hall, to assist anyone who needs help filling out the online form.

The customer centre will be open from 9am to 4pm until Friday 9 February.

For the most vulnerable residents who are unable to leave their home, we have arranged for a Cadent liaison officer to visit you to help you with the form.

We are aware that there are residents who may not have access to the internet and may not be able to fill in a form online. Can we ask that if you are aware of someone in this situation, please advise them to either visit the village hall or call 0800 389 8000 and we will be able to assist.

If you would prefer to have the money paid directly to your gas supplier, you do not need to do anything.  We will pay the compensation owed to you directly to the gas supplier the company at the top of your gas bills.

Good evening Ratby and Kirby Muxloe,

Despite the efforts of the afternoon rain, we’ve managed to remove all of the water from our gas pipes and we are pleased to confirm that ALL properties impacted by this extraordinary water ingress incident now have gas restored, if you have been in!

It’s taken a monumental effort by so many people, and we know that it’s been an incredibly difficult time for many of you in Ratby and Kirby Muxloe, so we want to say thank you to everyone.

By the time we finish at 11pm this evening 98% of properties will be back on gas and the remaining 2% are where we have not been able to access a property to complete the safety checks.

If we have been able to access your property, then gas will have been fully restored to your homes or business. If we haven’t, please don’t worry, we will continue to call on you as we need you to be in so we can carry out full safety checks before we can turn your gas supply on.

We must also stress that you must not try to restore your own supply. Only our engineers must do this. They will check that everything is working as it should be – and that includes your meter, boiler and any gas appliances.

We will still remain in the villages for the coming days to carry out a clean-up operation which will see us filling in all of the holes, road-sweeping, jet washing and litter picking to make sure the villages are returned to pre-incident conditions.

If you have any questions, you can visit our customer team at Ratby Village Hall between 9am and 4pm up until Friday 9^th February. If you can’t make it to the hall, please call us on 0800 389 8000 (Open Monday to Friday 8am to 8pm).

Thank you so much for all your patience as we resolved this incident, and for your support throughout. It’s been a challenging week, but we are delighted to have the gas network fully restored.

Good afternoon Ratby and Kirby Muxloe,

As we start coming to the end of our work in your villages, we do have a few more things to sort out.

Cleaning up

To remove water from our gas pipes, we did have to dig a few holes to ensure that water could be syphoned out. No matter the size or shape of those holes, over the next few days we will be filling them all in and putting down fresh tarmac to get your streets returned to normal.

Our teams will also be out and about with jet washing equipment to make sure pathways are clean and all excess mud and gravel have been removed.

Our teams will also be out and about road sweeping and with jet washing equipment to make sure pathways are clean and all excess mud and gravel have been removed. We will also be litter picking in the area to make sure everything is tidy.

Once again, we’d like to thank everyone for their patience and understanding as we resolved the issue and restored gas to the area.

Good morning Ratby and Kirby Muxloe,

 
 Today's work

We hope to have every home and business back on gas today, as long as you are in when our engineer visits to complete the safety checks. We are now in a position where 93% of properties have successfully had their gas restored and we aim to visit the remaining properties throughout the day.

Our message this morning is a reminder to everyone that we do need you to be in as we must carry out full safety checks before we can turn your gas supply on. 

Our engineers are in the area throughout the day and will continue to visit your property until we have your gas back on.  If you need to go out, perhaps you could leave a key with a neighbour? We will make multiple return visits, before leaving a note to explain how to get in touch.

Do NOT try to turn on your own gas supply

We must also stress that you must not try to restore your own supply. Only our engineers must do this. They will check that everything is working as it should be – and that includes your meter, boiler and any gas appliances.

Faulty appliances

If there is a fault with your gas appliances and we cannot repair it, then Severn Trent have assured customers that they will help and support anybody that has a faulty or damaged appliance as a result of water passing the gas meter. You can read more about this at: 
Advice to our Customers in Ratby | Incidents | In My Area | Severn Trent Water (stwater.co.uk).

Thank you once again for your continued patience and support as we enter the final phases of this incident.

Good evening Ratby and Kirby Muxloe, 

It's been another productive day with getting residents back on gas. We believe that we are down to the final ten percent of residents who are without gas and the finish line is in sight!  

We will continue making our visits to homes to restore supplies up until about 11pm this evening. We don’t want to worry anyone by knocking too late, so we will call it a day then. If we haven’t managed to reach you by then, we are sorry. We will be back again from early tomorrow. 

Hopefully, you will have seen the message Severn Trent shared this afternoon about residents who have experienced faults with gas appliances since the incident started. If you haven't seen this message, please visit
Advice to our Customers in Ratby | Incidents | In My Area | Severn Trent Water (stwater.co.uk). 

Finally, we did say that we would update you today with details about how to claim compensation.  

While information about entitlement and calculations is available under the ‘Compensation’ tab, the process about claiming compensation is still being finalised.  

We can only apologise for this slight delay. Please rest assured that we are working hard to ensure that the process is as user friendly as it can be and completely secure. 

Our customer teams will be back at Ratby Village Hall from 8am tomorrow, ready to help and answer any questions you may have. If you can’t make it to the hall, please call us on 0800 389 8000 (Open Monday to Friday 8am to 8pm). 

Good afternoon Ratby and Kirby Muxloe

It’s been a busy day with lots of work taking place and more homes being reconnected to the gas network, which is great news. 

We’d like to remind everyone that we do need you to be in as we must carry out these full checks before we can turn your gas supply on. Our engineers are in the area throughout the day and will continue to visit your property until we have your gas back on. 

Following concerns raised about some gas appliances experiencing faults since the burst water main flooded the gas network and some of your gas appliances, we are pleased to share an update from Severn Trent who have confirmed that it will ‘help and support anybody that has a faulty or damaged appliance as a result of water passing the gas meter’. 

Please refer to the following advice from Severn Trent on what to do if your appliance currently isn’t working and how you can get help. 

Advice for households:

If Cadent has confirmed that water has affected your appliances: 

1. You will be contacted directly by Severn Trent’s loss adjusters called Sedgwick.  
2. Sedgwick will contact you to discuss your individual needs and arrange the right support including a site visit by an engineer so the issue can be resolved quickly. 
3. Gas engineers are ready and available to fix and install new appliances as quickly as possible. 
4. Cadent has shared a list of households and Sedgwick is in the process of calling you.  

1. Severn Trent will help and support any customers with damage to their appliances from water that has gone past the gas meter as a result of this issue 
2. Sedgwick, Severn Trent’s loss adjusters can be available on 01924 428 703 (between 9am-5pm) or 0345 604 8580 (outside of office hours) to help arrange a resolution  

For more information, please visit Advice to our Customers in Ratby | Incidents | In My Area | Severn Trent Water (stwater.co.uk)

Good morning Ratby and Kirby Muxloe

Our team is back in the villages today and continuing the big push towards restoring gas to the remaining properties.

Our main priority is getting residents in Zone 2 back on gas as well as re-visiting properties where we have been unable to gain access to.

We’re pleased to say that around 80% of residents are now back on gas, but we want that number to increase significantly today!

Once again, we’d like to remind everyone that we do need you to be in. We have to carry out these full checks before we can turn your gas supply on. Our engineers are in the area throughout the day and will continue to visit your property until we have your gas back on. We will visit at least three times.

Over the weekend we have been made aware that some gas appliances are experiencing a few faults, since the burst water main flooded the gas network and some of your gas appliances.

If you have any issue, please let us know. We are at Ratby Village Hall all week long from 9am to 4pm.  Or call us to report the fault on 0800 389 8000 (Open Monday to Friday 8am to 8pm).

Severn Trent Water have agreed to deal with repairs and any ongoing issues with boilers and appliances. We will work in support, with our focus being on restoring gas supplies.

We are aware that some gas appliances are experiencing a few faults, since the burst water main flooded the gas network and some of your gas appliances.

If you have any issue, please let us know. We are at Ratby Village all week from 9am to 4pm. Or call us to report the fault on 0800 389 8000 (Open Monday to Friday 8am to 8pm).

We will send an engineer out to assess the problem. If we are able to, we will try to fix it for you. If we are unable to resolve a fault, we will pass on your details to Severn Trent Water to agree repair and resolution.

We have already sent out our team to a number of properties and we are working with Severn Trent Water to ensure water damage faults to gas appliances are resolved quickly.

Good evening Ratby and Kirby Muxloe

A shorter update this evening, just to say that we will continue making our visits to homes to restore supplies up to about 11pm this evening. We don’t want to worry anyone by knocking too late, so we will call it a day then. If we haven’t managed to reach you by then, we are sorry. We will be back again from early tomorrow.

Just to recap on what has been a significant day in this major operation: 

• We are now actively restoring supplies in all zones impacted by this incident.
• We do need access to your property, to be able to restore your supply. If you need to go out, perhaps leave a key with a neighbour? We will make multiple return visits, before leaving a note to explain how to get in touch.
• We need to stress that you must not try to restore your own supply. Only our engineers must do this. They will check that everything is working as it should be – and that includes your meter, boiler and any gas appliances.

Thank you for your continued patience as we enter the final phases of this incident.

If we have had to change your gas meter due to water damage

In a small number of cases, we have had to change your meter due to water damage. We will send details of your new meters to your supplier on your behalf. It’s a good idea to take a photograph of your meter, in case there are queries later.

Our customer teams will be back at Ratby Village Hall from 8am tomorrow, ready to help and answer any questions you may have.

Good afternoon Ratby and Kirby Muxloe

The news everyone in Zone 2 has been waiting for…

After some amazing work by our teams today (and over the last few days), we are now satisfied that we can begin to restore supplies in Zone 2.

This is obviously great news, but shared just with a hint of caution (forgive us, but we want to manage your expectations). We’ll be monitoring how the network holds up as we start restoring your supplies and it is going to take some time for us to get round this area.

We will try to get many of you back on gas today. If not, we will be back early tomorrow.

We are likely to find water in the pipes near and within your property, and your appliances. We’ve got the kit and know-how on-site to try to resolve that.

You can massively help us to speed up the process by staying in. We do need access to your property. If you do really need to go out, perhaps leave a key with a neighbour? Either way, we will keep making return visits, so don’t worry.

Very important: please DO NOT try to restore your own supply. Our engineers need to do that. They will check everything is working safely, including all your gas appliances.

Zones 1, 1a, 3 and 4

We continue to visit homes in this area, ready to restore your gas supply. As of about an hour ago, we had restored gas to around 90 per cent of the properties in these areas. Many of those we haven’t restored gas to are properties where no-one was at home when we called. We’ll have left a card if so, with details of how to get in touch. And we will keep making return visits.

Just a reminder too that we are going nowhere until this is resolved. Our teams will be working late into the night and back again early tomorrow.

Our customer teams are stationed at Ratby Village Hall, ready to help and answer any questions you may have. They will be there until 4pm today and from 8am tomorrow. We’ll decide our plan for the rest of the week later, based on how today goes.

A huge thank you to the residents of Kirby Muxloe and Ratby for your continued patience whilst we pump water out of the gas pipes and then restore your gas supply.

We’d also like to thank everyone who has been volunteering or offering warm places to go and food and shower facilities.

The list is long, but we would like to thank:

• Leicestershire County Council
• Blaby Council
• Hinckley & Bosworth Council
• Leicestershire Police
• The Red Cross
• Search & Rescue
• All the places who have provided Warm spaces (please see 'Customer Centre' tab for details of the Warm Spaces)
• Those who have provided shower facilities
• And Hungry Homer Street Food who have been providing, breakfast, dinner and tea to Cadent engineers and support staff, throughout the incident.

Apologies if we have missed you off this list, there are so many people to thank.

A huge thank you, especially for your gratitude and tokens of thanks to our engineers. It is greatly appreciated.

Good morning Ratby and Kirby Muxloe

We hope you had a good night’s rest. Our team is back in your villages today – and all set for a big push towards restoring gas to the remaining properties.

Zone 2 residents

We kept this quiet yesterday (sorry), but only because we are desperate not to promise what we can’t guarantee. 

Our team completed some vital prep work last night to be able to get gas back into your area today.

As with the previous four phases, we need to check everything is working as it should be, before we can start to restore the supply to each of your homes. So, we’re very close now - please bear with us a little longer. We are hoping we can begin to start restoring supplies in this zone today.

We need to stress some important points

1. We do need access to your property. Please stay in if you can. If you need to go out, that’s okay – but perhaps leave a key with a neighbour? Either way, we will be keep making return visits, so don’t worry.
2. DO NOT try to restore your own gas supply. Our engineers need to do that. They will check everything is working safely, including all your gas appliances.

Zones 1, 1a, 3 and 4

Our team will continue to visit every home that hasn’t yet had their supply restored. It’s the same advice as above – please stay in, if you can, and do not try to restore your own supply.

As of last night, we had restored gas to around two-thirds of homes impacted by this incident, which started on Tuesday after a water main burst.

Today is going to be a big day then. We hope to have gas in every zone. This should mean many more of you will have gas restored today, or tomorrow.

Thank you

As unplanned temporary residents of your lovely Ratby and Kirby Muxloe communities since Tuesday, we couldn’t have been more impressed by your response to what’s happened.

The way you’ve rallied to support each other and helped our teams to get on with the task, is just incredible.

Thank you, from every one of us, to every one of you.

We plan to post our next update this afternoon.

Our customer teams are stationed at Ratby Village Hall, ready to help and answer any questions you may have. They will be there until 4pm today and again from 8am on Monday. We’ll decide our plan for the rest of the week later, based on how today goes.

Compensation: You are entitled to it. We will provide details tomorrow about how that will be paid. We are just finalising the details.

Good evening Ratby and Kirby Muxloe

Good news, we have now added Zone 1a to the list of areas that we are satisfied we can restore gas supply to.

This means that – in Zones 1, 1a, 3 and 4 – we are visiting homes to restore your supply.

Our engineers will work late into this evening. Given it is dark, we will stop knocking on doors around 11pm, so as not to worry or disturb you.

We will then be back again early tomorrow to continue this gas restoration process.

To reiterate some important points:

• We do need access to your property. Please stay in, if you can. If you need to go out, that’s okay – but perhaps leave a key with a neighbour? Either way, we will keep making return visits, so don’t worry.
• DO NOT try to restore your own gas supply. Our engineers need to do that. They will check everything is working safely, including all your gas appliances.

Zone 2 residents

We're so sorry. We know it mustn’t be nice to see other zones having supply restored when yours isn’t. The only reason for this is that we have to carry out gas restoration in a systematic, zone-by-zone way, following the path that gas travels through the network. This reduces the risk of further issues that could take your gas off again. Unfortunately, this means you will be the last in line for restoration, but you remain front of our minds at all times. It's our big hope, assuming all goes to plan, that we will have some good news for you tomorrow. We'll keep you updated.

We can’t emphasise what follows enough – thank you, everyone, for bearing with us. We know it’s been awful to be without your gas supply and we are determined to get you all back on gas as soon as it is safe for us to do so. Our team will be working late into the night again this evening, and back again early tomorrow (in big numbers) to restore the gas network back to normal, following the incident involving a burst water main.

Some of you may have seen or heard that there's been another burst (water main) in Ratby Village. We’re aware of it and are monitoring it. At this stage, we’ve not seen any impact to the gas network. Our work carries on regardless. Severn Trent is aware and sending its team to the site to deal with the water issue.

We plan to post our next update tomorrow morning.

Our customer teams are stationed at Ratby Village Hall, ready to help and answer any questions you may have. They will be there until 8pm this evening, from 8am to 4pm tomorrow and from 8am on Monday (subject to need, we will be in the Village Hall throughout next week).

Compensation

You’re entitled to compensation, and we will provide details on Monday about how this will be paid to you. We’re just finalising the details and process.

Good afternoon Ratby and Kirby Muxloe

A quick update on our progress today

Zones 1, 3 and 4

We have gas back in our pipes and engineers are visiting homes in this area throughout today, to restore your gas supply.

We do need access to your property. Please stay in, if you can. If you need to go out, that’s okay, but perhaps leave a key with a neighbour? Either way, we will keep making return visits, so don’t worry.

DO NOT try to restore your own gas supply. Our engineers need to do that. They will check everything is working safely, including all your gas appliances.

Zone 1a

You will have seen our teams carrying out tests in this area, ready to bring gas back into the network. We must first see how the gas network holds up before starting to restore your supplies. We will keep you updated.

Zone 2

There is still water in this part of the network. We will keep you updated on when we hope to get gas back into this zone.

We have around 200 engineers and support staff in your two villages today, working to get you back on gas after the issue with the burst water main. So far, we have removed 60,000 litres of water from the gas network.

Thank you

We would just like to say that it has been incredible how you’ve responded to this. You have been so welcoming to our team, despite the challenges you're facing. We do not take this for granted though. We know you are desperate for news on when you will get your supply restored. Please be assured that we are working as fast as we safely can and will be here in your community, in big numbers, until this is resolved.

We will post a further update this evening.

Our customer teams are stationed at Ratby Village Hall, ready to help and answer any questions you may have. They will be there until 8pm this evening, from 8am to 4pm tomorrow and from 8am on Monday (subject to need, we will be in the Village Hall throughout next week).

Compensation

We will provide details on Monday about how compensation will be paid. You are entitled to it. We are just finalising the details of how that will be paid to you.

Good morning Ratby and Kirby Muxloe

We completed an on-site briefing with our team within the last hour – we have around 200 Cadent engineers and support teams in your villages today – and here’s the latest we can share with you to help you get back on gas following the burst water main.

We have gas back in our pipes in Zones 1, 3 and 4, helping to get many of you back on gas last night, but there was a point where we then had to pause. This was so we could carefully monitor how the repaired gas network was holding up to this sudden resurge in demand, the last thing we want is for gas to go off again. We’re satisfied that this is all working as it should, and we’re now back in these zones again right now, to get you back on gas.

A few things we need you to do

• Please DO NOT try to restore your own gas supply. Our engineers need to do that – they will check everything is working safely - including all your gas appliances.
• Stay in, if you can, as we will need access to your property. If you need to go out, that’s okay – but perhaps leave a key with a neighbour? Either way, we will be keep making return visits, so don’t worry.

We will attempt to bring gas back into Zone 1a today. We must first see how the gas network holds up before starting to restore your supplies. We will keep you updated throughout today.

Zone 2: we know there is still water in our pipes in this part of the network and our teams are working hard to get it all out as soon as we can. We will keep you updated.

Supporting you

Thank you so much for bearing with us. Your support to our teams is remarkable and is very much appreciated. We know we have at least half of the total impacted properties back on gas already, and that number should rise significantly today. Richard Sansom, our Network Director for East Midlands, is on-site today and says he has an ‘army’ alongside him, determined to make that happen. We’ve also got the amazing support of many local agencies.

Our customer teams are stationed at Ratby Village Hall, ready to help and answer any questions you may have. They will be there until 8pm this evening, from 9am to 4pm tomorrow and from 8am on Monday (subject to need, we will be in the Village Hall throughout next week).

Compensation

We will provide details on Monday about how that will be paid. You are entitled to it. We are just finalising the details of how that will be paid to you.

Good evening Ratby and Kirby Muxloe.

It's been a challenging week and we really appreciate all your patience and kindness towards our team. As we head into the weekend, here's our latest update for you.

Zone 1

We are pleased to say that we have now started to restore gas to each home and business in this zone.  We will visit the streets one by one, pumping out water to the service pipes and meters if necessary and completing the safety checks. All we ask is that you are in, so we can carry out the necessary safety checks.  If you are not in when we visit, we will return.  Tonight, we will continue to visit homes until around 11pm, then we will try again tomorrow morning.

Checking our ID when we visit your home

All of our colleagues wear identification badges which they should display when talking to you. However, If you want to check that this is not a bogus caller, please feel free to give us a call on: 0800 389 8000 (select option 2) and we can confirm they definitely work for us. Our engineers will not be offended if you close the door and call to us to check they are who they claim to be; they will happily wait on the doorstep whilst you confirm their identity.

Customer Centre

We will continue to be at Ratby Village Hall to assist residents if they need additional support until their gas supply is back on.  Our team will be there until 8pm this evening.  Saturday we will be open 8am – 8pm, Sunday 9am – 2pm and Monday 9am – 4pm (subject to need, we will be in the Village Hall throughout next week).

Compensation

Everyone who has been off gas due to the damaged gas pipe after a burst water main flooded the gas network, is entitled to compensation.  The compensation tab explains what you are entitled to receive automatically.  We will provide further details on Monday as to how we will be paying compensation.

Food vouchers

These vouchers are for the most vulnerable customers only. If you are unable to cook for yourself or are bed ridden we can assist with food vouchers.  Our volunteers have visited all vulnerable customers and have informed us of those who need extra assistance.

If you think we have missed you, please contact us on 0800 389 8000, (note this number is available Monday to Friday 8am to 8pm only) or let a volunteer know to come to the Customer Centre at The Village Hall, Main Street, Ratby, LE6 0LN with proof of your address. 

Thank you for your continued patience and kindness to our engineers, as we work hard to resolve this for you as soon as possible. 

Good afternoon Ratby and Kirby Muxloe.

We are happy to say that 75% of Zone 4 are now back on gas and 50% in Zone 3.  This is approximately 25% of all affected properties.

We are continuing to prepare the network in each zone so when we are ready to restore gas to homes, we can do it immediately.  We hope to start in Zone 1 soon but it is likely to be from tea time, so we will confirm on the website at the right time.

We will continue to work late into the night, and over the weekend, to fix the issue and get your gas back on as safely and quickly as possible.

If you are in Zone 1a and Zone 2, don't worry we haven't forgotten about you.  Although we are still pumping out water, we are preparing the network in these areas for when we have tested the gas pipe network, so we'll be able to restore gas to homes and businesses.

Please can we remind you to refer to the zones in Affected Areas as the main guideline as to which phase of work your street is in. 

More information will follow early evening. 

Thank you for your patience and kind comments as we resolve this issue.

Good morning Ratby and Kirby Muxloe

Our engineers were back on site early this morning, with around 200 engineers, support staff and volunteers working to get your gas back on.

Yesterday, was a challenging day whilst we continue to remove water out of the network and pipes from the road to homes and businesses in Kirby Muxloe.  As Kirby Muxloe is at the bottom of the hill that is where the water has pooled.  So every effort has been made to clear this.

The restoration has been a lot slower than we had anticipated but progressed better last night and today we will be completing our work in Zone 4.

Good news is that we have started to restore gas supplies to Zone 3 this morning.  Our engineers have already started knocking on doors.

To enable us to carry out our safety checks before we turn gas back on to homes, we need you to be in. Please do not try to turn your gas supply back on yourself.

We continue to pump water out of the network and around 45,000 litres of water has been pumped out of the gas pipes in the whole area so far.

The customer centre remains open in Ratby today and warm spaces and shower facilities continue to be provided.

We are aware that residents have asked about compensation and all properties who have been without gas are entitled to compensation.  Compensation will be paid to you automatically and we give you full details next week.  The compensation tab gives you more information in the meantime.

Thank you for your continued patience and understanding.

We will give a further update around lunchtime.

Good morning Ratby and Kirby Muxloe.

We are sharing a map to show the areas affected by the burst water main that flooded the gas network. This should help make it clearer as to which streets are in which Zone.

To find out if your street is affected and which Zone you are in for restoration, have a look on the Affected Area tab.

We will continue our efforts today to restore the gas to the network and be in touch with another update very soon.

Richard Sansom, Incident Controller and Director of the East Midlands network for Cadent has a few words for the residents of Ratby and Kirby Muxloe.

“Thank you to the residents of Ratby and Kirby Muxloe and the local surrounding communities as we continue efforts on site. We’ve made really good progress, we’re now starting to get gas into the pipes but we’ve still go work to do. If you want any more information, please contact us directly, go on to our webpage, speak to people in the street or come down to the village hall or go to a Warm Space for more information. Works will continue, we’re doing things as quickly as we possibly can and your patience is really appreciated, thank you.”

We just wanted to remind you of the locations of the Warm Welcome Sites and Showering facilities that are being provided during this incident. They can be found on the Customer Centre tab on this webpage. We have also listed them below.

To confirm, we do have food vouchers for the most vulnerable customers only. To receive them, you will need to come to the Customer Centre at The Village Hall, Main Street, Ratby, LE6 0LN with proof of your address. The definition of a vulnerable customer can be found here /help-and-advice/priority-services-register

The hot plates and fan heaters we have given out, you do not need to return.

We would also urge all customers not to overload electric power sockets with appliances as this can cause electrical faults.

Warm Welcome sites

Showering facilities

Members of the community can attend any of the establishments below and they need to state that they are from the Ratby area and want to use the showering facilities. These facilities are also available for community members from Kirby Muxloe.

*In the case of LFE Service Station there has been no contact with the station as they are showers readily available for members of the public.

Firstly, we would like to thank the residents of Ratby and Kirby Muxloe for their continued patience and understanding whilst we manage this incident.

We continue to pump water out of our gas network after a burst water main damaged a gas pipe on Tuesday, flooding our gas pipes with water, stopping the flow of gas around the network.

So far, we have pumped nearly 40,000 litres of water out of our network of gas pipes.  Unfortunately, for some, the water has gone through their gas meters too.

Zone 4 – we continue to work to restore the gas supplies to this area.  However, the water has been moving around the area, so we continue to remove water but also continue to restore gas supplies.

Please DO NOT try to turn on gas supply yourself.  Our video on Water Ingress incidents, explains the process we have to go through to restore gas once water is in our network.  

We need to pump the water out of the pipes in the road, then the smaller pipes from the road to your property, check the gas meter and then all gas appliances. 

Did you know? It only takes half an egg cup of water to block the service pipe?  That’s the gas pipe from the road to your gas meter. 

Only once that has been completed can we complete the safety checks and restore gas to the property.  A lengthy process but one that we do to ensure your safety.

Zone 3 – We are pleased to say that we are in the process of restoring gas to this area and from this afternoon, we aim to be reconnecting gas to properties.  We will visit the streets one by one, pumping out water to the service pipes and meters if necessary and completing the safety checks.

Zone 1 – We will also be starting to restore gas in these streets this afternoon, too, and later on today we are aiming to start to reconnect gas supplies to properties.

Zone 1a & 2 – Pumping water out of these zones continues and once this is complete, we can start putting gas back into the network.  This is likely to be later Friday and into the weekend.  Once the water has been removed, we can start preparing the area ready to start restoring your gas supplies.

We appreciate this does take time, but we have brought in engineers and support staff from around the country here to help you.  We are working with the local authority, Red Cross and Search & Rescue along with the other organisations to bring you warm spaces and shower facilities, to make this experience a little more comfortable for you.

If you or your neighbour need further assistance, please call us on 0800 389 8000 or visit us at The Village Hall, Main Street, Ratby, LE6 0LN.

We are only able to assist the most vulnerable people in the community with alternative cooking and heating facilities, as we do not want to overload the electricity network which could result in power cuts too.

We would also urge all customers not to overload electric power sockets with appliances as this can cause electrical faults.

Good morning Ratby and Kirby Muxloe

Restoring gas supplies in Kirby Muxloe Zone 4, went well yesterday and some homes are now back on gas.  However, we have found some water in certain areas in Zone 4, so we have had to go back to pumping water out of the pipes, which has slowed progress slightly. 

Zone 3 – our preparation work yesterday has meant we will be able to start restoring gas supplies in this area later this morning.  With some additional work, we will be able to get some streets back on in a new zone - Zone 1a. 

If you weren’t at home when we called, don’t worry we will revisit again today. Our ask is that you are in, or you can leave a key with a neighbour. We will continue to visit properties until we are able to complete the final safety checks.  Please DO NOT try to turn your own gas supply back on.

We continue to pump water out of our network in Zones 1 and 2. Realistically, we won’t be able to get gas back into these pipes until Friday and into the weekend.  With over 100 engineers from as far as Lowestoft to Sheffield are coming to Ratby, we are working hard to get gas supplies restored as safely and quickly as possible.

We would like to thank all those from other services who are supporting us during this incident. We have a further dozen volunteers from the council, Red Cross and Search and Rescue, visiting the most vulnerable customers in the area.

We are pleased to say that the electricity is back on in the streets affected last night. Our plea is for residents to use electricity wisely.  Don’t use too many electrical appliances all at the same time.

A reminder that facilities for hot showers and warm places continue to be provided, see our Customer centre tab.

Our next update will be around lunchtime today, when we can confirm when we will start to restore gas to the next zone.

Please reduce your electricity usage.

We are receiving reports that some streets are without electricity in Ratby. So we have one further ask of people in the area. If we have given you a fan heater, please DO NOT use other high usage electrical appliances, such as a washing machine, tumble dryer or hair straighteners at the same time.  This will over load the electricity network and result in power cuts too.

We are working closely with National Grid to restore the electricity as soon as possible.

Affected streets are:

The Poplars

Charnwood

Whittington Drive

Bradgate Drive

In the mean time, we will only be able to provide alternative cooking and heating appliances to the most vulnerable households, those on the Priority Services Register until the issue is resolved.

We will have a further update in the morning.

Good evening Ratby and Kirby Muxloe, 

Progress is going well, although we are still pumping water out of our gas pipes.  This is mainly in the centre of Ratby but we have tankers working overtime to remove the water.  With over 100 engineers and staff from across the East Midlands and across the country we are working late into the night to restore your gas supply as safely and quickly as possible.

Kirby Muxloe

Residents in Kirby Muxloe, we have heard that some people have turned off their gas supply themselves. Please do not do this unless a Cadent engineer has done this for you or you have been advised to do so by the National Gas Emergency Service, if you called them.

Most of Kirby Muxloe is in Zone 4 and we started to retore the gas supplies earlier today. If you are in, we hope to get you back on gas tonight. We will be working until 11pm. After that time we find people don’t open their door, so we will start again tomorrow morning at 8am.

Ratby

Positive news if you live in Zone 3.  We started to complete the necessary safety checks this evening, and we are now preparing the network so that it is ready for us to start to restore gas to homes as soon as possible.

We do have over 100 people on site but it will take us a little time to visit each property in Zone 4 and 3, to complete the safety checks that enable us to turn your gas back on.  Please bear with us.

Zones 2 and 1 – Whilst we are still pumping water out of the gas pipes, we are doing as much preparation work as we can.  As soon as we can retore gas to the network of pipes in this area, we will start the safety checks at each property to restore your gas supply.  Our hope is to start restoration of your gas supplies late on Thursday but it might not be until Friday.

Please bear with us, as we are doing everything we can to get gas back on in all zones, as safely and quickly as possible.

A little reminder not to use too much electricity if you have no gas and are using electric heaters instead.  We want to ensure the electrical network is not overloaded and as a result you end up with no gas and no electricity.  So maybe do that load of washing at the weekend, once you have gas again or don’t have every electrical appliance on at the same time.

Tomorrow, we will continue to operate our Customer Centre from The Village Hall, Main Road, Ratby, LE6 0LN. This will be open from 8am. We will not be operating a Customer Centre in Kirby Muxloe, so if you are in Kirby Muxloe, please visit Ratby or contact us over our customer telephone number.

I would like to thank the Red Cross, Search & Rescue, the local authority and all partners, who are pulling together to help the most vulnerable customers and helping us to help all the residents affected as a consequence of the burst water main that flooded our gas network.

We will post another update for you in the morning.

We’re pleased to say that we have been able to ensure that all properties in Zone 4 are safely off gas, so we have been able to restore gas to the area.

Now that gas has been restored, our engineers will visit each property to carry out safety checks and get gas back into your homes.

Please check the ‘Affected Area’ tab to find out which streets are in the Zones.

Please DO NOT try to turn your own gas supply on. We are still pumping water out of the network, and we need to carry out the safety checks of your gas appliances and gas meter before your gas can be safely restored. 

Once again, we do need you to be in. We have to carry out these full checks before we can turn your gas supply on. Our engineers are in the area throughout the day and will continue to visit your property until we have your gas back on. We will visit at least three times.

We appreciate this may feel like a long process, but we have to ensure there is no water left in the network or in your gas appliances.

Work will soon be taking place to restore gas to Zone 3, and we will provide further updates about this soon.

Many thanks for your continued support as we reconnect the gas network to Ratby and Kirby Muxloe. 

Warm Welcome sites

The following leisure centres are all open for showers to residents

• New Parks: St Oswalds Road, Leicester LE3 6RJ
• Enderby : Mill Ln, Enderby, LE19 4LX
• Leicester Leys: Beaumont Way, Beaumont Leys, Leicester LE4 1DS

Good morning Ratby and Kirby Muxloe

Following on from a busy day yesterday, we have been out since 8am this morning knocking on doors to safely switch off the gas supply to affected properties.

We ask that you do not try to do this yourself because we need to check that water hasn’t passed through the gas meter into your gas appliances. We were successful in switching off most properties yesterday, with the final push today.

We need to access all properties to safely switch off the gas supply before we can start pumping water out of the network and returning gas.  We need people to stay in and wait for our engineers to visit and switch off.  If you can’t be in, please contact us on 0800 389 8000 or leave a key with a neighbour.

We have already started the preparation work, and since yesterday we have already extracted over 30,000 litres of water from our gas network. We don’t know how much water has entered the network, so we can’t say for sure how long it will take to clear the network entirely.

We have divided the area into four zones. Once one area is clear of water, we will start to get gas back into the network and then we can start revisiting each property to complete the safety checks and turn the gas back on to each property. Please do not try to do this yourself.

We appreciate this does take time, but we want to assure you that we have over 100 engineers and support staff from across the country in Ratby and Kirby Muxoe, here to get your gas supply back on as safely and quickly as possible.

We’d like to take this opportunity to thank volunteers from Search & Rescue and the Red Cross for their assistance in helping to look after the customers who need a little extra support during this incident.

Sadly, when there is an incident like this, we hear reports of bogus callers on the doorstep. To keep you and others safe please ALWAYS check ID before letting anyone in your home. We have a short video which explains how to do this -

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. Thank you and please make sure to share this information with family and friends.

Please be aware that our customer teams will be based from the Village Hall, Main Street in Ratby today.

UPDATE 31/1/24 - Our team have set up one customer centre you can find us at 

The Village Hall, Main Street, Ratby, LE6 0LN. We will be available until 8pm this evening.

Important information about turning off supply at your property 

Please DO NOT attempt to do this yourself. Our engineers must do this and they are going door-to-door. We will need access to your property, so if you are able to stay in that would be a major help or, if you need to go out, perhaps leave a key with a neighbour. 

A reminder that our customer centre remains open at The Village Hall, Main Road, Ratby, LE6 0LN, and we will have our customer team on hand to answer any questions and offer support until 8pm this evening. 

When you attend the customer centre, you will be able to take home a fan heater to help keep you warm whilst you are without gas. All we would ask is that – when using your fan heater, please refrain from using any other big electrical appliances (such as tumble dryers and washing machines) at the same time so that the electricity network is not overloaded. 

Our engineers will remain on site for several hours this evening to continue their work, and we will be back first thing tomorrow morning. 

We’re all working together to get you back on gas. Thank you again for your patience, support and cooperation that you are providing to our engineers and partners who are working in your community. 

We have mobilised engineers to Ratby and surrounding areas after water flooded into the local gas pipes. You may know there was a burst water main and we have lots of water within the local gas network.

While the water leak has now been stopped, there is a large volume of water in our pipes. This unfortunately means some homes and businesses are without gas. Our teams arrived in the area early this morning to begin what is going to be a big task to remove all this water from the gas mains.

We must remove every drop from the outside gas mains, as well as the pipes that go into each property, gas meters, boilers and appliances. This is both for safety and to remove risk of gas going off again due to water blocking the flow.

We first need to turn off supply at every impacted property, then remove all the water that flooded in, and only then can we safely reintroduce gas to the network. We will need to make a return visit to every property to turn supply back on and check everything is working okay.

We know this is the last thing you’ll want to hear, but the scale of task means this is not going to be a quick resolution. This is going to take some considerable time – days, not hours. We promise we’ll work as fast as we safely can and maintain a big presence in the area.

Important information about turning off supply at your property

Please DO NOT attempt to do this yourself. Our engineers must do this and they are already going door-to-door. We will need access to your property, so if you are able to stay in today that would be a major help or, if you need to go out, perhaps leave a key with a neighbour.

Helping you keep warm and to have access hot food

We know this is difficult and not nice to be without gas. While we will of course help everyone we possibly can, our first focus is those customers in vulnerable situations, including those who are on the Priority Services Register.

We have set up a dedicated customer support team in the local area at The Village Hall, Main Street, Ratby, LE6 0LN to help and support you where we can, as well as answer your questions. We will liaise with the local authority as we make plans for longer term options.

If you smell gas – call 0800 111 999* immediately.

If you smell gas, call the national gas emergency number of 0800 111 999 immediately. Do not delay calling and don't assume it's our works.

*All calls to this number are recorded and may be monitored.

We are gathering more information and will provide further updates soon.