Customer CentreIf you have any questions regarding the incident please contact us on:
Phone: 0800 389 8000
Email: [email protected]
We’re currently restoring gas supplies in Willow Rise, Home Farm Close, Knight’s Court and Orchard Hill.
Work to remove the water from our gas pipes and restore supplies is ongoing in other areas. We really hope we can restore more supplies today, but please work on being prepared for another night without gas.
We know that’s the last thing you want to hear from us just now. This job has turned out to be a big challenge to fix and we’re trying very hard to get you back on gas as quickly as we can, safely.
Please, for genuine safety reasons, DO NOT try to restore your own supply. Our engineers must do this. They will go door-to-door and will need to get inside your home. If you are not in, they’ll try multiple times, before leaving a card with details of how to arrange a visit. They also carry Cadent ID, so please check it.
If you’ve got questions, please do call in to see the team at Ebenezer Gospel Centre, in Orchard Hill, or ring 0800 389 8000.
Thanks again for your understanding and patience.
We’d hoped to be able to get everyone in Little Billing back on gas tonight, but unfortunately and realistically that’s now unlikely to happen.
Our engineers have been removing water from the gas pipes all day. We have to get it all out, or we can’t ensure it’s safe to turn supply back on.
We’d really hoped the news would be better, but thought you’d want to know sooner rather than later that this incident is likely to enter a fourth day.
The amounts of water we are getting out are much smaller now. We will keep going into the night and hope for better news to share tomorrow.
Our team will be at Ebenezer Gospel Centre in Orchard Hill until 10pm tonight, if you have a question to ask or need our help. You can also call 0800 389 8000 until 8pm.
We will keep calling in on customers in more vulnerable situations, to make sure they’re ok.
Finally for now, our usual reminders:
If you’re in one of the homes that lost gas supply, please DO NOT attempt to restore your own supply. We know it’s very cold, and it must be tempting, but it’s dangerous and you will be putting yourself and your family at risk if you do so.
When we’re able to restore supply, an engineer will come to your home. They’ll need access to your hometo restore your gas supply. Our engineers carry ID, so please check it. If you are not in, we will call again very soon. If after multiple visits you are not there, we will leave a card to explain how to contact us, to arrange a visit.
We’re back on site today to remove the remaining water from our gas pipes, working very hard to restore supplies to all 300 properties which were originally affected.
We managed to get some homes back on gas last night, in streets where we know all the water is out. We’re facing some engineering challenges today in getting the remaining water out as quick as we’d want to, but still hope to get this sorted today.
Little Billing, you’ve been so considerate and understanding. We know it’s so cold and you just want your gas back on. Our engineers genuinely appreciate the comments you’ve left here recognising they are doing their best.
We will post an update here later this afternoon. Our team are still at Ebenezer Gospel Centre, in Orchard Hill, and will be there all day, to help with any issues you have. Or ring us on 0800 389 8000. We’re calling in regularly to residents in vulnerable situations, such as our older customers, and everyone seems OK.
Just a couple of reminders too:
If you’re in one of the 300 homes that lost gas supply, please DO NOT attempt to restore your own supply. We know it’s very cold, and it must be tempting, but it’s dangerous and you will be putting yourself and your family at risk if you do so. You could also damage your appliances, and that would be the last thing you need now.
When we’re able to restore supply, an engineer will come to your home. They’ll need access to your home to restore your gas supply. Our engineers carry ID, so please check it. If you are not in, we will call again very soon. If after multiple visits you are not there, we will leave a card to explain how to contact us, to arrange a visit.
