1 incidents
    Loss of gas - Ingham 10 Jul 2024 12: 30 PM

    Cadent has restored gas supplies to all affected properties in Richmond, following the burst water main that flooded the gas network on 23rd January 2020. The mobile command unit has now left site but our engineers will be available for the few properties we weren’t able to reconnect.

    If you were out when we called to reconnect you or have been away and are still off gas, please don’t worry. We have left contact cards at your property and all you need to do is call us on 0800 389 8000 and we will arrange an appointment to reconnect your gas supply as soon as possible. Also, if you know of a neighbour who may need extra help and who may not be on social media, please give them this number to contact us directly. 

    During the incident we pumped over 150,000 litres of water from the gas pipes in the area, which affected approximately 2,200 gas supplies to the homes and businesses in Richmond. Excavations, which we needed to dig to pump water out of the network, are being reinstated. And though we may be leaving site, we will still be available to respond to any concerns you may have.

    If you lost your gas supply during the incident, you will soon receive a letter from us in regard to compensation. If you are eligible for compensation, this will be automatically paid to your gas supplier. For more information about compensation, please go to the FAQs tab on this incident page. 

    Those who have damaged internal gas appliances as a result of the water ingress should contact Thames Water.

    We would like to thank you for the patience, understanding and cooperation you have shown throughout this incident, it has been greatly appreciated.

    All properties in the Richmond area, which lost their gas supply after a burst water main flooded the local gas network, have had their gas supplies switched back on where we have been able to gain access.

    Our engineers and customer support staff plan to maintain a presence in the area until Friday (February 7) and we are revisiting those properties where we have so far not been able to gain access. If we missed you when we called and you are still off gas, please call us on 0800 389 8000 so we can reconnect you.

    If you know of a neighbour who may need extra help and may not be on social media, please give them this number to contact us directly.

    Please DO NOT try to restore your own supply. We MUST do that. Our engineers need to check everything is working, including all your appliances. Please ask to see their ID and check it. For more on this, visit our dedicated webpage with useful information on keeping you safe on your doorstep.

    Once the incident is over we will write to those affected regarding compensation. For more information about compensation, please go to the FAQs tab on our incident page.

    Those who have damaged internal gas appliances as a result of the water ingress should contact Thames Water.

    We are grateful to you all for the patience and understanding you have shown throughout this incident and thank you for your cooperation.

    For all properties in the Richmond area which lost their gas supply after a burst water main flooded the local gas network, we have restored gas supplies where we can gain access and are continuing to revisit the properties where we so far have been unable to gain access.

    If we missed you when we called and you are still off gas, please call us on 0800 389 8000 so we can reconnect you. We will be working until midnight. If you are happy for us to knock on your door after 10pm to restore your gas, please leave a light on where it’s visible from the street so we know it’s okay to disturb you. 

    If you know of a neighbour who may need extra help and may not be on social media, please give them this number to contact us directly. 

    People can also visit us at our incident support vehicle in Sheen Road near Waitrose, which will be open until 10pm this evening (Wednesday 5 February). Our engineers and customer support staff also plan to maintain a presence in the area until Friday (February 7). 

    Please DO NOT try to restore your own supply. We MUST do that. Our engineers need to check everything is working, including all your appliances. Please ask to see their ID and check it, for more on this visit cadentgas.com/help-and-advice/keeping-you-safe-on-your-doorstep

    A number of you have been asking about compensation. We are still getting gas back on to some homes but when the incident is over, everyone who lost gas will receive a letter regarding compensation for loss of gas. Householders are entitled to £60 for every 24 hours they were off gas after the first 24 hours, while businesses will receive £100 per 24 hours off gas, after the first 24 hours. This will be paid directly to you via your gas suppliers (the name of the company at the top of your gas bill). For more information about compensation, please go to the FAQs tab on our incident page. 

    Those who have damaged internal gas appliances as a result of the water ingress should contact Thames Water.

    We are grateful for your patience and understanding throughout this incident it has been greatly appreciated.

    We’ve visited all properties in the Richmond area which lost their gas supply after a burst water main flooded the local gas network and we have restored gas supplies where we can gain access.

    Our engineers will continue to revisit the remaining properties where we have so far been unable to gain access. Anyone who still hasn’t had their gas supply switched back on should also contact us so we can arrange to turn their gas back on as soon as possible.

    You can call us on 0800 389 8000 to arrange this, also, if you know of a neighbour who may need extra help and may not be on social media, please give them this number to contact us directly.

    People can also visit us at our incident support vehicle which will be on site today (Wednesday 5 February) in Sheen Road near Waitrose.

    Our engineers and customer support staff also plan to maintain a presence in the area until Friday (February 7).

    Please DO NOT try to restore your own supply. We MUST do that. Our engineers need to check everything is working, including all your appliances. Please ask to see their ID and check it.

    A number of you have been asking about compensation. We are still getting gas back on to some homes but when the incident is over, everyone who lost gas will receive a letter regarding compensation for loss of gas. Householders are entitled to £60 for every 24 hours they were off gas after the first 24 hours, while businesses will receive £100 per 24 hours off gas, after the first 24 hours. This will be paid directly to you via your gas suppliers (the name of the company at the top of your gas bill). For more information about compensation, please go to the FAQs tab on our incident page. 

    Thank you for your patience throughout this incident it has been greatly appreciated.

    Work has continued today (Tuesday 4 February) to restore gas supplies to remaining properties in Richmond which lost their gas supply after a burst water main flooded the local gas network.

    Engineers have now switched gas supplies back on to the vast majority of affected properties in Richmond.

    Work is continuing to restore gas to properties in the Sheen Park and Sheen Road areas where in some cases we are still having to pump water out of service pipes (the pipes that connect individual buildings to the gas main in the road) which means it is taking more time to get these homes back on gas. There are also a number of properties where we have not been able to gain access. If you were out when we called we have left details of how to contact us to reconnect your gas supply.

    • If you were out when we called, still off gas or have any other questions or concerns regarding your gas supply please either speak to one of our staff on site or at our mobile command unit (MCU) in Sheen Road which will be open until 10pm this evening, near Waitrose, or call us on 0800 389 8000.

    We will be continuing our visits to restore gas to remaining properties until midnight this evening. If you are happy for us to knock on your door after 10pm to restore your gas, please leave a light on where it’s visible from the street so we know it’s okay to disturb you.

    • If you know of a neighbour who may need extra help please give them our number to contact us directly - 0800 389 8000.

    Please DO NOT try to restore your own supply. We MUST do that. Our engineers need to check everything is working, including all your appliances. Please ask to see their ID and check it.

    A number of you have been asking about compensation. We are still getting gas back on to some homes but when the incident is over, everyone who lost gas will receive a letter regarding compensation for loss of gas. Householders are entitled to £60 for every 24 hours they were off gas after the first 24 hours, while businesses will receive £100 per 24 hours off gas, after the first 24 hours. This will be paid directly to you via your gas suppliers (the name of the company at the top of your gas bill). For more information about compensation, please go to the FAQs tab on our incident page.

    Thank you for your continued patience. It is greatly appreciated. We are doing all we can to restore gas supplies to the remainder of affected properties as soon as possible.

    Gas supplies have now been restored to the vast majority of properties which lost their gas supply after a burst water main flooded the local gas network.

    Today (Tuesday 4 February) engineers are busy restoring gas supplies in Sheen Park and Sheen Road, in other roads we have restored gas to all properties where we have been able to gain access.

    Properties in Sheen Road and Sheen Park were some of the most affected by water in the gas pipes, and in some cases we are still having to remove water from the service pipes (the pipes that connect individual buildings to the gas main in the road) which means it is taking a little longer to get individual homes back on gas. Please bear with us and we’ll get your gas back on as soon as possible.

    If you were out when we called we have left details of how to contact us to reconnect your gas supply. If you were out when we called, still off gas or have any other questions or concerns regarding your gas supply please either speak to one of our staff on site or at our mobile command unit (MCU) in Sheen Road, near Waitrose. Alternatively call us on 0800 389 8000. We will arrange to reconnect your gas supply as soon as possible.

    If you know of a neighbour who may need extra help please give them our number to contact us directly - 0800 389 8000.

    Please DO NOT try to restore your own supply. We MUST do that. Our engineers need to check everything is working, including all your appliances. Please ask to see their ID and check it.

    A number of you have been asking about compensation. We are still getting gas back on to some homes but when the incident is over, everyone who lost gas will receive a letter regarding compensation for loss of gas. Householders are entitled to £60 for every 24 hours they were off gas after the first 24 hours, while businesses will receive £100 per 24 hours off gas, after the first 24 hours. This will be paid directly to you via your gas suppliers (the name of the company at the top of your gas bill). For more information about compensation, please go to the FAQs tab on our incident page.

    Thank you for your continued patience. It is greatly appreciated.

    Tonight we are continuing to restore gas supplies in Dunstable Road, Adelaide Road, Sheen Road and Lichfield Gardens. Network Manager Kevin Hanson shows where we are working in this video.

    These were some of the roads most affected by water in the pipes. In some cases we are having to remove water from the service pipes (the pipes that connect individual buildings to the gas main in the road) so this is taking a little longer to get individual homes back on gas. Please bear with us.

    Where residents have not been in we have left contact details. If you have a concern or query please speak to one of our staff on site or at our mobile command unit (MCU) in Sheen Road, near Waitrose. Our customer team will be available at the MCU until 10pm today. You can also contact us on 0800 389 8000.

    Gas is back on in all other areas of Richmond. If we missed you when we called and you are still off gas, please call us on 0800 389 8000 so we can reconnect you. We will be working until midnight. If you are happy for us to knock on your door after 10pm to restore your gas, please leave a light on where it’s visible from the street so we know it’s okay to disturb you.

    If you know of a neighbour who may need extra help and may not be on social media, please give them our number to contact us directly - 0800 389 8000.

    Please DO NOT try to restore your own supply. We MUST do that. Our engineers need to check everything is working, including all your appliances. Please ask to see their ID and check it.

    A number of you have been asking about compensation. We are still getting gas back on to some homes but when the incident is over, everyone who lost gas will receive a letter regarding compensation for loss of gas. Householders are entitled to £60 for every 24 hours they were off gas after the first 24 hours, while businesses will receive £100 per 24 hours off gas, after the first 24 hours. This will be paid directly to you via your gas suppliers (the name of the company at the top of your gas bill). For more information about compensation, please go to the FAQs tab on our incident page.

    Thank you for your continued patience. It is greatly appreciated.

    Thank you to everyone in Richmond for your continued patience during this incident. Network Manager Kevin Hanson explains in this video the roads we are currently working in to restore gas supplies. These were some of the roads most affected by water in the pipes and in some cases we are having to remove water from the service pipes (the pipes that connect individual buildings to the gas main in the road). We are working our way systematically through these streets. Please be patient. However, if you do have a concern or query please speak to one of our staff on site or at our mobile command unit in Sheen Road. You can also contact us on 0800 389 8000. Our engineers will knock door to door and if you are not in, they will leave information on how to contact us. Please bear with us.

    If you are in any other area of Richmond that was affected by the incident:

    If we missed you when we called and you are still off gas, please call us so we can reconnect you.

    If you know of a neighbour who may need extra help and may not be on social media, please give them our number to contact us directly - 0800 389 8000.

    Please DO NOT try to restore your own supply. We MUST do that. Our engineers need to check everything is working, including all your appliances. Please ask to see their ID and check it.

    If we have not visited you yet, please let us know. We are sorry if we have missed you.

    Our customer team will be based at our mobile command unit (MCU) on Sheen Road, near Waitrose from 9am-10pm. So please come and see us there if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    Thank you to everyone in Richmond for your amazing patience during this incident. We have made very good progress in restoring supplies over the weekend. We have now visited most of the streets that were previously off gas. We are currently focusing on reconnecting the final area which has been off gas – the homes between (and including Sheen Park Road), Church Road and Sheen Road.

    These roads were most affected by water in the pipes and in some cases we are having to remove water from the service pipes (the pipes that connect individual buildings to the gas main in the road) and from gas meters. We are working our way systematically through these streets. Please be patient. However, if you do have a concern or query please contact us on 0800 389 8000. Our engineers will knock door to door and if you are not in, they will leave information on how to contact us. Please bear with us.

    If you are in any other area of Richmond that was affected by the incident:

    If we missed you when we called and you are still off gas, please call us so we can reconnect you.

    If you know of a neighbour who may need extra help and may not be on social media, please give them our number to contact us directly - 0800 389 8000.

    Please DO NOT try to restore your own supply. We MUST do that. Our engineers need to check everything is working, including all your appliances. Please ask to see their ID and check it.

    If we have not visited you yet, please let us know. We are sorry if we have missed you.

    From midday today (Monday 3 February), we will be moving our customer team from the Richmond Hill Hotel to our mobile command unit (MCU) on Sheen Road, near Waitrose. So please come and see us there if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    The residents of Richmond have been incredible throughout this incident. We know the past days have been uncomfortable for you. We really do appreciate your continued patience.

    We have checked over 80% of properties now and our teams will remain in Richmond until all gas supplies have been checked and safely switched back on. This has been a colossal task and we can hardly believe it ourselves but we are still pumping water out of the network.

    Once again we will be working until midnight this evening restoring gas supplies. We will only knock that late if we can see your lights are on – so, leave a light on if you want us to call. If we don’t get to you tonight, we are back here early tomorrow – and for as long as this takes.

    If you know of a neighbour who may need extra help and may not be on social media, please give them our number to contact us directly - 0800 389 8000.

    Our engineers will knock door to door and if you are not in, they will leave information on how to contact us. Please bear with us.

    Please DO NOT try to restore your own supply. We MUST do that. Our engineers need to check everything is working, including all your appliances. Please ask to see their ID and check it.

    If we have not visited you yet, please let us know. We are sorry if we have missed you.

    Tomorrow lunchtime, Monday 3 February, we will be moving our customer team from the Richmond Hill Hotel our mobile command unit (MCU) on Sheen Road, near Waitrose. So please come and see us there if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    You’ll be pleased to know we are making good progress and we would like to thank you for your continued patience and understanding.

    Progress in the area between Townshend Road and Manor Road has been good this morning. We have had to spend time pumping water from some of the service pipes – the pipes which take gas from the main in the road to their individual properties – but we are still switching the gas supplies back on, once this has been completed.

    Network manager, Kevin Hanson has explained the areas where we are concentrating our efforts this afternoon.

    Our engineers will be visiting the Sheen Park area, Alton Road and Grena Road this afternoon. Some of our engineers will also be checking properties in the Ennerdale Road area too. So, if you see one of our engineers, do speak to them if you are still off gas.

    Our monitoring of gas pressures remains a key component of the success of this operation. We are pleased to report that, in the areas we have restored supply to, the pressures are holding well.

    There is still water in parts of the gas mains – the gas is not flowing as well as it should just yet. Putting too many homes on in one go runs a huge risk of supplies failing again. We are focusing our efforts on areas where pressure is okay and consistently so. Thank you for your patience.

    There is an extraordinary amount of water still here. We are continuing to pump water from our big mains near Manor Road (which run under the railway lines). It has clearly dropped though to a level which is now allowing gas to pass through at pressures that make it safe to keep restoring supplies.

    We have been asked about what happens if your appliances aren’t working after we restore your supply. This is unlikely; problems will only occur in small numbers. If our engineers spot a problem, they will report it in and – following them close behind – is another team, from a company called Aspect – who we have on site here with us in Richmond to quickly sort that out, at no cost to you.

    We continue to have a customer team working from Richmond Hill Hotel so please come and see us if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    We are back out this morning working to restore gas supplies.

    Our progress in the area between Townshend Road and Manor Road (including Townshend Terrace, St Mary’s Grove, Adelaide Road, Grena Gardens, Grena Road and Manor Gardens) was slower than we hoped yesterday. Some properties had water in their service pipes – the pipes which take gas from the main in the road to their individual properties – and we have had to spend time pumping that out.

    We then plan to move to an area immediately west, from Sheen Park to Church Road (which includes Alton Road, Dunstable Road, Sydney Road). Like the previous area (above) it is likely that we will find some properties have water in service pipes. All the machines and resource we need to sort that is here on site in Richmond. We just ask that you bear with us – we are getting there.

    We will also have teams again checking pressures north of Lower Mortlake Road. We were able to restore most supplies yesterday to an area west of Kew Road, as well as hundreds of homes south of Lower Mortlake Road. We will return to a few homes that we couldn’t access yesterday.

    Our monitoring of gas pressures remains a key component of the success of this operation. We are pleased to report that, in the areas we have restored supply to, the pressures are holding well.

    There is still water in parts of the gas mains – the gas is not flowing as well as it should just yet. Putting too many homes on in one go runs a huge risk of supplies failing again. We are focusing our efforts on areas where pressure is okay and consistently so. Thank you for your patience.

    We are still pumping water from our big mains near Manor Road (which run under the railway lines). There is an extraordinary amount of water still here. It has clearly dropped though to a level which is now allowing gas to pass through at pressures that make it safe to keep restoring supplies.

    We have been asked about what happens if your appliances aren’t working after we restore your supply. This is unlikely; problems will only occur in small numbers. If our engineers spot a problem, they will report it in and – following them close behind – is another team, from a company called Aspect – who we have on site here with us in Richmond to quickly sort that out, at no cost to you.

    We continue to have a customer team working from Richmond Hill Hotel so please come and see us if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    We have managed to restore gas supply today to many hundreds more of the homes affected by water from a burst water main getting into the gas mains in Richmond.

    We have visited every affected property in Area 1 (see list below) and will call on homes in Areas 2 and 3 until late this evening.

    We are planning to visit homes until midnight – if you are happy for us to knock this late, leave a light on where we can see it. If not, don’t worry, we’ll be back tomorrow.

    We also want to try to reach some homes tonight in a fourth area – from Sheen Park to Church Road, but realistically the majority of this area is likely to be visited tomorrow.

    For all other areas not listed here, we also plan to get to you at some point tomorrow.

    Area 1 - Lower Mortlake Road - between the roundabout near Sainsbury’s and the junction with Church Road - and all roads which run south of that section, but north of the railway lines (note: if we called and you were not in, we left a card explaining how to contact us)

    Area 2 - All roads within a group between Townshend Road and Manor Road

    Area 3 – Kew Road (from Lower Mortlake Road to Old Dear Park Gardens), plus Old Deer Park Gardens, Jocelyn Road, Evelyn Road, Shaftesbury Road, Rosedale Road, Kew Foot Road and all the roads which run off these.

    Our monitoring of gas pressures remains a key component of the success of this operation. We are pleased to report that, in the areas we have restored supply to, the pressures have held at evening peak ‘load’ tonight (i.e. when you demand gas the most) – which is great news.

    If your property is not in the areas above:

    If we switched off your supply, or you were guided how to by one of our team, we are coming to you. We really need to keep monitoring gas pressures as we restore such large areas to gas. There is still water in parts of the gas mains – it is not flowing as well as it should just yet. Putting too many homes on in one go runs a huge risk of supplies failing again. We have focussed our efforts today on areas where pressure is okay and consistently so. Thank you for your patience.

    We have also been asked about what happens if your appliances aren’t working after we restore your supply. This is unlikely; problems will only occur in small numbers. If our engineers spot a problem, they will report it in and, following them close behind, is another team from a company called Aspect – who we have on site here with us in Richmond to quickly sort that out, at no cost to you.

    Thank you, all of you, for bearing with us through what we know has been a challenging and difficult time. We are making progress now in getting all gas supplies restored.

    We continue to have a customer team working from Richmond Hill Hotel so please come and see us if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    Gas pressures have improved and are holding okay in the area of Richmond off Kew Road – so we are now preparing to dispatch our engineers here very soon.

    This new area includes Old Deer Park Gardens, Jocelyn Road, Evelyn Road, Shaftesbury Road, Rosedale Road, Kew Foot Road and the roads which run off these.

    These are in addition to the two we mentioned in our 3pm update:

    1. Lower Mortlake Road - between the roundabout near Sainsbury’s and the junction with Church Road - and all roads which run south of that section, but north of the railway lines.

    2. All roads within a group between Townshend Road and Manor Road.

    If your property is not in these areas:

    We really need to keep monitoring gas pressures as we restore such large areas to gas. If what is flowing through the pipes can cope with that increased load, we will keep adding more. Putting too many homes on in one go runs a huge risk of supplies failing again. Thank you for your patience.

    We are monitoring pressures all the time in these areas and it is our intention to next move to the area from Sheen Park west towards Church Road.

    So, how late will we work? We intend to work until around midnight restoring supplies. We will only knock that late if we can see your lights are on – so, leave a light on if you want us to call.

    If we don’t get to you tonight, we are back here early tomorrow – and for as long as this takes.

    If you are waiting to have supplies restored elsewhere:

    At the moment, your gas pressures are fluctuating and are simply not high or steady enough to switch you all back on. Your gas flow is heavily dependent on the gas that comes from the main (near Sainsbury’s and running under the railway lines) which our previous updates have explained is blocked with an extraordinary amount of water from the burst Thames Water water main.

    As that blockage clears, and gas pressures increase, we will start to restore supply to more of you. We have restored supplies to a couple of houses here, first to homes occupied by people we have recorded as being in vulnerable situations (usually that means the elderly, people with serious illnesses or who may have very small children). We are gradually adding more properties, pausing to monitor the effect of doing so, then adding more if the pressures are able to cope with it.

    We are making progress now in getting all gas supplies restored. We will be working all day and into the evening, and promise another update on our progress in a few hours.

    We continue to have a customer team working from Richmond Hill Hotel so please come and see us if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    With gas pressures continuing to hold okay in certain areas of Richmond, our engineers are now out restoring gas supplies in two focussed areas:

    Lower Mortlake Road -between the roundabout near Sainsbury’s and the junction with Church Road - and all roads which run south of that section, but north of the railway lines.

    All roads within a group between Townshend Road and Manor Road.

    If your property is not in these areas:

    We really need to keep monitoring gas pressures as we restore such large areas to gas. If what is flowing through the pipes can cope with that increased load, we will keep adding more. Putting too many homes on in one go runs a huge risk of supplies failing again. Thank you for your patience.

    After the two areas mentioned above, we intend next moving to the area from Sheen Park west towards Church Road.

    If you are waiting to have supplies restored elsewhere, including roads north of Lower Mortlake Road, as well as Kew Road and roads which run off it:

    At the moment, your gas pressures are fluctuating and are simply not high or steady enough to switch you all back on. Your gas flow is heavily dependent on the gas that comes from the main (near Sainsbury’s and running under the railway lines) which our previous updates have explained is blocked with an extraordinary amount of water from the burst Thames Water water main.

    As that blockage clears, and gas pressures increase, we will start to restore supply to more of you. We have restored supplies to a couple of houses here, first to homes occupied by people we have recorded as being in vulnerable situations (usually that means the elderly, people with serious illnesses or who may have very small children). We are gradually adding more properties, pausing to monitor the effect of doing so, then adding more if the pressures are able to cope with it.

    We are making progress now in getting all gas supplies restored. We will be working all day and into the evening, and promise another update on our progress in a few hours.

    For questions about compensation, please see our FAQ for full details, but the short answer is – you will get it and you do not need to do anything to make a claim for it.

    We continue to have a customer team working from Richmond Hill Hotel so please come and see us if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    We’ve had some important checks to do this morning to establish just how strong the gas pressures are in the areas of Richmond affected by the ongoing incident here.

    We are now satisfied we can begin to restore supplies to streets south of Lower Mortlake Road and above the railway lines. After this, we plan to move to streets in the area around Townshend Road / Townshend Terrace. We will move next to the area from Sheen Road back towards Church Road.

    This is clearly great news. We thank you so much for having amazing patience. Our engineers will knock door to door and if you are not in they will leave information on how to contact us. Please bear with us. We have around 50 engineers here today, calling on these homes

    Please DO NOT try to restore your own supply. We MUST do that. Our engineers need to check everything is working, including all your appliances. Please ask to see their ID and check it.

    We continue to have a customer team working from Richmond Hill Hotel so please come and see us if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    With pressures encouragingly holding this evening at peak demand, we’ve been able to restore supply to several hundred more properties that have been without gas since last week.

    This is obviously good news. We are definitely seeing the positive impact of pumping water from the excavation sites we’ve concentrated on for the last few days, off Manor Road.

    We know those of you still off gas are desperate for news on when we are coming to you. Please bear with us. Your patience is amazing.

    We want to have confidence that when we restore your gas, it stays on. We will be testing and monitoring late into this evening, with around 50 engineers here in Richmond ready to knock door-to-door as we give them permission to switch you back on.

    We have been actively switching on supplies in the Lower Mortlake Road area, as well as roads that run off it. We are also continually checking pressures in these and all of the other affected areas. And will also keep pumping water from the pipes – there will be a point when the stubborn blockage in the mains in that Manor Road area moves and our gas should then race through fast to feed all areas.

    We will continue to make house calls for the next hour or so and then resume again from early morning tomorrow. Please DO NOT try to restore your own gas supply. This MUST be done by one of our engineers, who will also make sure your appliances are all working too.

    Keep watching this page for more updates. As we enter the second weekend of this incident, we feel we are getting much closer now to having you back on gas.

    We continue to have a customer team working from Richmond Hill Hotel, so please come and see us if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    We would once again like to thank you for your patience during this incident.

    We are seeing good gas pressures in a significant area of Richmond affected by water getting into our gas mains and are out now restoring supplies - our London network director James Harrison explains our plan for today and over the weekend.

    Our efforts are focused this afternoon and early evening to visit homes in the Lower Mortlake Road area, and roads which run off it. We are also checking in on other areas, such as around Townshend Road, to test the pressures.

    We are monitoring and checking pressures all the time, with a critical phase being around peak evening demand. If gas pressures hold, we may be able to reach others tonight too.

    If you are not in when we call, we will leave a card which gives details of who to ring, so that a message can be sent straight onto our team in Richmond. Please bear with us.

    It’s important you do not attempt to switch your own gas back on. An engineer needs to do this, as checks must be made to ensure all gas appliances such as cookers, boilers and fires are working safely and correctly.

    All our engineers carry ID badges. Please inspect these before allowing anyone into your home

    Our engineers continued pumping water last night out of a big gas main, north of the railway lines, which we suspect is the main blockage that’s causing ongoing issues with local gas supplies.

    As well as looking after you, this site is our absolute focus at the moment. We expect clearing this huge blockage will be a major breakthrough in restoring your gas supplies.

    The pumps operated all night and extracted another tanker full – 25,000 litres – from this one location. In total then, that’s more than 50,000 litres just from this site and it is still coming out. We also worked during the night, on Lower Mortlake Road, to attack this body of water from a second location. It’s a very challenging location, deep underground, and runs under the railway lines.

    We will be sending a robotic camera down the pipe this morning, to give us a better understanding of just how much water is at this location. We’ll keep updating you throughout today.

    We are working hard to get you back on gas as soon as possible. We know you are really desperate for news on timescales. Gas pressures may rise to allow us to restore some of you sooner than this, but please be prepared for this to go into the weekend. We will keep this webpage updated.

    We managed to restore supply to another 100 properties overnight. We’re monitoring gas pressures all the time and, if we are content they’re high enough and holding, we will restore supply – even if that is just one property or several properties in a particular street. Our teams will make multiple visits to your property to do that, should you not be in. We will keep coming. Please DO NOT try to restore your own supply. One of our engineers MUST DO this, for safety and to check everything is working.

    We know you are desperate for news and in particular for us to tell you how long this is going to take. We explained last night that we suspect this incident will go into the weekend. We’re sorry we have not been able to restore your supplies yet. We’re throwing a lot of resources at this and will continue to do so. We’ve got teams of engineers, onsite, all the time, ready to start restoring the supply to your property as soon as we are confident gas pressures are where they need to be and consistently so.

    We continue to have a customer team working from Richmond Hill Hotel, so please come and see us if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    We have had a number of questions in recent days about a company called Aspect, who are assisting with this operation. This team, and there are lots of them, are onsite ready to respond quickly to any issues you may have with your boiler and appliances once gas is restored at your property. We don’t expect this to happen in many cases, but we want them here to resolve any issues quickly. Like us, they all carry ID, as do our engineers, so please ask to see it and check it before you let anybody into your home.

    Through today, we have continued to focus our attention on removing water from a section of gas main off Manor Road, north of the railway lines - a task described by one of our most experienced engineers as being the most challenging of his career, due to the location.

    Deep underground, and running underneath the railway lines, the volume of water at this section is creating a huge blockage, stopping gas flowing to a wide area north of Sheen Road. The knock-on effects of this are also creating problems for an area to the east of Church Road.

    We expect removing this single, huge blockage will make a massive difference to the speed of restoring your gas supply. Our expectation is that once we clear this, gas pressures will rise to levels that give us confidence to get many of you back on.

    So far today, we’ve already taken 25,000 litres out of that section of main. And it is still coming. We will continue to pump through the night, all night, and provide an update in the morning.

    We are working hard to get you back on gas as soon as possible. We know you are really desperate for news on timescales. Gas pressures may rise to allow us to restore some of you sooner than this, but please be prepared for this to go into the weekend. We will keep this webpage updated.

    Please take a look at this video from James Harrison, Director of our North London network, explaining the situation. Thank you, everyone, for bearing with us. We know it is horrible not having gas and we are working around the clock to get you back on as soon as we can.

    Our teams have spent the morning extracting lots of water from the location where, yesterday, we discovered a huge amount of water. So far, we have pumped out 13,000 litres from this one location, which is a mile away from where the water first entered our pipes from the burst water main.

    It is in a challenging location, in the Manor Road area, deep underground, and beneath the railway line.

    This is a very significant find and we are hopeful that clearing this will be a big step to getting you back on gas. We continue also to pump water out of pipes bordered by Church Road, Manor Road and Sheen Road. We will provide an update on this later this afternoon.

    You are understandably asking to know when we are putting you back on gas and in what order (of streets) we will do that. Please bear with us. We first must be confident that gas pressures will hold before we can confirm this plan, but we will update you when we can.

    Please keep following these updates. We will let you know, via these updates, when we are ready to start restoring supplies. Our engineers will make multiple visits to turn properties back on, all day and into the evening. We will have engineers here ready to do that for as long as this takes.

    We also know that you want to know why some properties are back on gas, when others aren’t. This is the nature of the incident we are dealing with – when you have water in the pipes, pressures can be different property by property. We can only restore your supply once pressure reaches a level that is high enough and that we know it will stay that way consistently. Also, for the avoidance of any confusion, if your gas supply is working fine you do not need to take any action. However, if you do experience problems such as no gas or low pressure, please call us on 0800 111 999*.

    We continue to have a customer team working from Richmond Hill Hotel so please come and see us if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    Good morning. Thank you once again for your patience while we work to get you back on gas. We’re sorry that you are without your gas heating and hot water but we are doing absolutely everything to get you back on gas.

    Investigations last night revealed a large blockage of water in a second main gas pipe to the area, the size of a car tyre, which runs under the railway line in the Manor Road area, over a mile away from where the water main burst in Mount Ararat Road.

    A major operation to pump out this water began last night. Engineers worked throughout the night and the operation continues today. We believe that unblocking this pipe will be a significant step forward towards restoring gas supplies.

    Extracting the water is key to getting you back on gas. At this moment we can’t say exactly when we can start restoring gas supplies - this will depend on progress today but we will keep you posted.

    We’ve also made headway with the operation to pump out water from the main gas feed in Church Road, which is affecting gas supplies to properties north of Sheen Road. We saw hopeful signs last night that this is beginning to have a positive effect. During peak gas demand yesterday evening, gas pressures held up better than the day before and they’ve continued to hold. We’ll continue with the pumping operation today and keep you updated on progress.

    We reconnected 50 flats in Lichfield Court yesterday to assess the impact on the network and these remained on gas through the peak period. We are monitoring the situation and we will let people know if there are to be any further reconnections.

    We are continuing to pump water out of the pipes in the roads bordered by Church Road, Manor Road and Sheen Road.

    Some residents have been affected by gas and power outages. We are offering assistance to these customers. If you are affected and need help please call us on 0800 389 8000.

    Since the beginning of the incident we have had a total of some 2,200 properties affected by water in the pipes or poor pressures, of which 600 have now been restored. Getting water out of our pipes is key to getting people back on gas. So far we have pumped out 70,000 litres.

    Our staff are working around the clock to get people back on but we expect this incident to run into the weekend. Thank you for your patience. It is greatly appreciated. Please bear with us. We are doing everything we can to get you back on gas.

    Because of the nature of water ingress in our pipes, not every property on every street is affected. If your gas supply is working fine you do not need to take any action. However, if you do experience problems such as no gas or low pressure, please call us on 0800 111 999*.

    We currently have some 30 excavations in the area, from where we are siphoning water. This has meant some road closures. We are sorry for any inconvenience this causes but it is critical to enabling us to get water out. We are working around the clock to restore supplies. We have some 100 staff on site from across London, East Anglia and the Midlands who are working tirelessly to resolve this situation.

    We are providing additional help to those customers in the most vulnerable situations. We are working with all agencies to ensure those on their lists are continually looked after.

    We continue to have a customer team working from Richmond Hill Hotel so please come and see us if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    Work has been continuing throughout this evening to restore gas supplies to Richmond.

    As you know, water from a burst water main got into our gas pipes and extracting that water is key to getting people back on gas. Throughout today and this evening a major effort has been underway to pump out water from the main gas feed in Church Road, which is affecting gas supplies to properties north of Sheen Road.

    We are seeing some hopeful signs that this is beginning to have a positive effect. During peak gas demand this evening gas pressures held up better than yesterday. This is important because if pressures fall too low, gas appliances won’t work and people can lose their supply altogether.

    We reconnected 50 flats in Lichfield Court this afternoon and these remained on gas through the peak period. It’s too early to say when we can reconnect more properties but we’ll keep removing the water, assess the situation tomorrow and update you then.

    We are continuing to pump water out of the pipes in the roads bordered by Church Road, Manor Road and Sheen Road.

    We are also still investigating the cause of poor pressures in properties north of the railway line, including Lower Mortlake Road, Kew Road and streets leading off these roads. This will be continuing into tonight and we hope to have more information for you tomorrow.

    Some residents in this area have been affected by gas and power outages. We are offering assistance to these customers. If you are affected and need help please call us on 0800 389 8000.

    Since the beginning of the incident we have had a total of some 2,200 properties affected by water in the pipes or poor pressures, of which 600 have now been restored. Getting water out of our pipes is key to getting people back on gas. So far we have pumped out 70,000 litres.

    Our staff are working around the clock to get people back on but we expect this incident to run into the weekend. Thank you for your patience. It is greatly appreciated. Please bear with us. We are doing everything we can to get you back on gas.

    Because of the nature of water ingress in our pipes, not every property on every street is affected. If your gas supply is working fine you do not need to take any action. However, if you do experience problems such as no gas or low pressure, please call us on 0800 111 999*.

    We currently have some 30 excavations in the area, from where we are siphoning water. This has meant some road closures. We are sorry for any inconvenience this causes but it is critical to enabling us to get water out.

    We are working around the clock to restore supplies. We have some 100 staff on site from across London, East Anglia and the Midlands who are working tirelessly to resolve this situation.

    We are providing additional help to those customers in the most vulnerable situations. We are working with all agencies to ensure those on their lists are continually looked after.

    About your electricity supply:

    • Whilst we have been giving those most in need heaters, we would ask that everyone uses their electricity wisely. We are working with the local electricity company to ensure supplies are not impacted too.
    • Please use your electricity supply wisely.

    Some advice:

    • Use the heaters sensibly to boost room temperature
    • Avoid using the electric heaters continuously – don’t use too many appliances all at once
    • Keep warm by staying in one room

    We can only provide one heater per household. This will help to ensure there is no impact on electricity supplies too.

    We continue to have a customer team working from Richmond Hill Hotel so please come and see us if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    hank you for your patience with the current loss of gas incident in Richmond. We are sorry that you don’t have your gas heating and hot water back yet but we are doing absolutely everything we can to restore your supplies.

    As you know, water from a burst water main got into our gas pipes. Since the beginning of the incident we have had a total of some 2,200 properties affected by water in the pipes or poor pressures, of which 600 have now been restored. Getting water out of our pipes is key to getting people back on gas. So far we have pumped out 70,000 litres.

    Our staff are working around the clock to get people back on but we expect this incident to run into the weekend.

    This evening we will be continuing to pump water out of the main gas feed in Church Road. This is affecting gas supplies to all the properties north of Sheen Road. We are still extracting significant amounts of water so we are not expecting to get these homes and businesses back on today but we will try to get people back on gas as soon as possible and we will keep you posted.

    Investigation work is underway into the cause of poor gas pressures in properties north of the railway line, including Lower Mortlake Road, Kew Road and streets leading off these roads. We expect to know more this evening and we will let you know.

    This afternoon we started to get a small number of flats in Lichfield Court and Carrington Court back on gas and we will be monitoring them carefully as we hit peak gas demand this evening, from 5pm onwards, to assess the impact on gas pressures in the area.

    During the evening, when people return home from work, demand for gas naturally rises hugely. With so much water moving around our gas pipes it blocks gas from flowing to where it’s needed and causes pressures to drop. If they drop too low, gas appliances can’t function or people lose supply altogether so it’s really important we maintain pressure. Our engineers are continually monitoring gas pressures in the area.

    Because of the nature of water ingress in our pipes, not every property on every street is affected. If your gas supply is working fine you do not need to take any action. However, if you do experience problems such as no gas or low pressure, please call us on 0800 111 999*.

    We currently have some 30 excavations in the area, from where we are siphoning water. This has meant some road closures. We are sorry for any inconvenience this causes but it is critical to enabling us to get water out.

    We are working around the clock to restore supplies. We have some 100 staff on site from across London, East Anglia and the Midlands who are working tirelessly to resolve this situation.

    We are providing additional help to those customers in the most vulnerable situations. We are working with all agencies to ensure those on their lists are continually looked after. Some residents have been affected by gas and power outages. We are offering assistance to these customers. If you are affected and need help please call us on 0800 389 8000.

    About your electricity supply:

    Whilst we have been giving those most in need heaters, we would ask that everyone uses their electricity wisely. We are working with the local electricity company to ensure supplies are not impacted too.

    Please use your electricity supply wisely.

    Some advice:

    • Use the heaters sensibly to boost room temperature
    • Avoid using the electric heaters continuously – don’t use too many appliances all at once
    • Keep warm by staying in one room
    • We can only provide one heater per household.  This will help to ensure there is no impact on electricity supplies too.

    We continue to have a customer team working from Richmond Hill Hotel so please come and see us if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    Thank you to everyone in Richmond for bearing with us as we work to restore gas supplies. We are sorry that you don’t have your gas heating and hot water back yet but we are doing absolutely everything we can to restore your supplies.

    We are continuing to pump out thousands of litres of water from our pipes - so far we have removed 70,000 litres. This is key to getting people back on gas.

    Today, we are looking to get a small number of flats in Lichfield Court back on gas and we will be monitoring them carefully as we hit peak gas demand this evening, from 5pm onwards, to assess the impact on gas pressures in the area.

    During the evening, when people return home from work, demand for gas naturally rises hugely. With so much water moving around our gas pipes if gas pressures drop too low, gas appliances can’t function or people lose supply altogether so it’s really important we maintain pressure. Our engineers are continually monitoring gas pressures in the area.

    Homes south of Sheen Road, in the area bordered by Kings Road, A307 Paradise Road and Richmond Hill, are back on gas. We are pleased to let you know that there are over 600 properties now back on gas.

    We are continuing to pump out thousands of litres of water out of the gas main in Church Road. This is a main gas feed into the area and this is affecting gas supplies to all the properties north of Sheen Road and those homes and businesses north of the railway line. Given the huge quantities of water we are still extracting, we wouldn’t expect to get these properties back on today.

    Because of the nature of water ingress in our pipes, not every property on every street is affected. If your gas supply is working fine you do not need to take any action. However, if you do experience problems such as no gas or low pressure, please call us on 0800 111 999*.

    We currently have some 30 excavations in the area, from where we are siphoning water. This has meant some road closures. We are sorry for any inconvenience this causes but it is critical to enabling us to get water out.

    We are working around the clock to restore supplies. We have some 100 staff on site from across London, East Anglia and the Midlands who are working tirelessly to resolve this situation.

    We are providing additional help to those customers in the most vulnerable situations. We are working with all agencies to ensure those on their lists are continually looked after.

    About your electricity supply:

    Whilst we have been giving those most in need heaters, we would ask that everyone uses their electricity wisely. We are working with the local electricity company to ensure supplies are not impacted too.

    Please use your electricity supply wisely.

    Some advice:

    • Use the heaters sensibly to boost room temperature
    • Avoid using the electric heaters continuously – don’t use too many appliances all at once
    • Keep warm by staying in one room
    • We can only provide one heater per household.  This will help to ensure there is no impact on electricity supplies too.

    We continue to have a customer team working from Richmond Hill Hotel so please come and see us if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    Thank you to everyone in Richmond for bearing with us as we work to restore gas supplies. We are sorry that you don’t have your gas heating and hot water back yet but we are doing absolutely everything we can to restore your supplies.

    We worked late into last night removing water from our pipes and that operation has resumed this morning. Yesterday we restored gas to homes in the area bordered by Kings Road, A307 Paradise Road and Richmond Hill and during peak gas demand last night carefully monitored the gas pressures to assess the performance of our network.

    We managed to maintain supplies to these homes but we did experience some very low gas pressures which means that large pockets of water are still blocking the flow of gas around our pipes and stopping it from reaching those who need it.

    Getting water out of our pipes remains key to getting you back on gas and we’re working around the clock on this. We currently have some 30 excavations in the area, including Church Road, from where we have been extracting thousands of litres of water. This has meant some road closures. We are sorry for any inconvenience this causes but it is critical to enabling us to get water out.

    As we pump more water out today we will be able to get a better indication of the position on getting gas back on and we’ll update you later today. We would expect to be here until at least the end of this week.

    We will continue with over 100 staff on site from across London, East Anglia and the Midlands who are working tirelessly to resolve this issue.

    We are providing additional help to those customers in the most vulnerable situations. We are working with all agencies to ensure those on their lists are continually looked after..

    About your electricity supply:

    Whilst we have been giving those most in need heaters, we would ask that everyone uses their electricity wisely. We are working with the local electricity company to ensure supplies are not impacted too.

    Please use your electricity supply wisely.

    Some advice:

    • Use the heaters sensibly to boost room temperature
    • Avoid using the electric heaters continuously – don’t use too many appliances all at once
    • Keep warm by staying in one room
    • We can only provide one heater per household.  This will help to ensure there is no impact on electricity supplies too.

    We continue to have a customer team working from Richmond Hill Hotel so please come and see us if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    Thank you for your patience as we continue working to restore gas supplies to homes in Richmond. Our staff are working around the clock to get water out of our pipes so we can get people back on gas.

    Today, we pumped out thousands more litres of water from our pipes and that operation will carry on late into this evening.

    This afternoon we began restoring gas to a number of homes to test whether enough water had been removed to allow the gas to flow around the network to meet customers’ needs. These properties are in an area bordered by Kings Road, A307 Paradise Road and Richmond Hill. As we move through peak gas demand this evening we are carefully monitoring the gas pressures to assess the performance of our network.

    In the meantime, we are continuing to extract large amounts of water. We currently have some 30 excavations in the area, including on Church Road, where we have been pumping out thousands of litres of water. This has meant some road closures. We are sorry for any inconvenience this causes but it is critical to enabling us to get the water out.

    As we pump more water out we hope to be in a position to get more supplies on and we will update you on progress tomorrow morning. We would expect to be here until at least the end of this week.

    We have some 100 staff on site from across London, East Anglia and the Midlands who are working tirelessly to resolve this issue.

    We are providing additional help to those customers in the most vulnerable situations. We are working with all agencies to ensure those on their lists are continually looked after.

    About your electricity supply:

    Whilst we have been giving those most in need heaters, we would ask that everyone uses their electricity wisely. We are working with the local electricity company to ensure supplies are not impacted too.

    Please use your electricity supply wisely.

    Some advice:

    • Use the heaters sensibly to boost room temperature
    • Avoid using the electric heaters continuously – don’t use too many appliances all at once
    • Keep warm by staying in one room
    • We can only provide one heater per household.  This will help to ensure there is no impact on electricity supplies too.

    We continue to have a customer team working from Richmond Hill Hotel so please come and see us if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    Thank you for your patience during what is a very challenging situation. We are working around the clock to get you back on gas. Here's an update from James, our incident controller working to restore gas supplies in Richmond.

    We started to restore supplies yesterday but unfortunately we discovered more water in our network that is stopping gas from flowing to customers’ homes. We have to get the water out of our pipes before we can get the gas back on.

    We worked late into the night, extracting thousands of litres of water, and the pumping operation began again this morning. We currently have 30 excavations in the area, including Church Road, from where we have been pumping water. We are sorry for any inconvenience this causes but it is critical to enabling us to get water out.

    We have 100 staff on site from across London, East Anglia and the Midlands who are working tirelessly to restore supplies. We will be able to update you later today on progress.

    We are providing additional help to those customers in the most vulnerable situations. We are working with all agencies to ensure those on their lists are looked after.

    About your electricity supply:

    Whilst we have been giving those most in need heaters, we would ask that everyone uses their electricity wisely. We are working with the local electricity company to ensure supplies are not impacted too. 

    Please use your electricity supply wisely.

    Some advice:

    • Use the heaters sensibly to boost room temperature
    • Avoid using the electric heaters continuously – don’t use too many appliances all at once
    • Keep warm by staying in one room
    • We can only provide one heater per household. This will help to ensure there is no impact on electricity supplies too.

    We continue to have a customer team working from Richmond Hill Hotel so please come and see us if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    Cadent engineers are back in Richmond this morning pumping water out of the gas pipes with over 100 engineers and staff from across the country joining our London engineers today.

    We thank everyone for their continued patience and we appreciate this is a challenging incident.

    We will give you a more detailed update later this morning.

    Our major operation to restore gas supplies in Richmond, after water from a burst water main got into our gas mains, will continue late into tonight.

    We have begun to restore supplies to some properties; however, we are still continuing a complex operation to pump tens of thousands of litres of water from our gas mains.

    Richmond-engineer.png

    We are removing water at lots of different points across a wide area. As soon as we’re confident all the water is out from a particular street, or wider area, our engineers will start knocking on each door and do what they need to do to get your gas supply safely restored.

    Understandably, we are being asked a lot for details on when each street will be going back on gas and we will update you as soon as we are able to confirm this.

    Please DO NOT try to switch on your own supply. This must only be done by one of our qualified engineers and we have lots of them stationed now in Richmond – brought in from across London and beyond – to help with that side of the operation. Safety is the absolute priority.

    Once we’re able to restore gas to your street we will need access to your home to check gas is flowing safely to your gas appliances. It would really help if you could be in, but if you can’t – for example, you need to go to work or another appointment – please be assured that we will make multiple visits to your home. We will keep calling for as long as this takes. If would just be a massive help if, if you need to go out, you arranged for a trusted neighbour or friend to have a key – and let us know if you are doing this by calling us on 0800 389 8000 or speaking to our customer team at Richmond Hill Hotel.

    Thank you, everyone, for your support and for being so patient.

    We continue to have a customer team working from Richmond Hill Hotel so please come and see us if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    Our major operation to restore gas supplies in Richmond, after water from a burst water main got into our pipes, resumed in the early hours of today.

    We continue to pump water from our gas mains (lots of it) but are restoring supplies all the time.

    We are being asked a lot for details on which streets will be back on when. We’d love to able to give you that type of information, so let us explain why unfortunately we can’t.

    We are pumping water out at lots of different points across a wide area. As soon as we’re confident all the water is out from a particular street, or wider area, our engineers will start knocking on each door and do what they need to do to get your gas supply safely restored. If this helps, we are currently finding that our pipes are clearer on the extremities of the affected area – and it is likely we’ll find we work our way from the outside in, because the largest volumes of water are most likely going to be towards the centre of the affected area.

    We do need to access your property to switch your supply back on and test your boiler and all gas appliances. Please DO NOT try to switch on your own supply. This must only be done by one of our qualified engineers and we have lots of them stationed now in Richmond – brought in from across London and beyond – to help with that side of the operation. Safety is the absolute priority.

    You are also understandably asking what happens if you are not in. It would really help if you could stay in, but if you can’t – for example, you need to go to work or another appointment – please be assured that we will make multiple visits to your home, through the day and late into the evening. We will keep calling for as long as this takes. It would just be a massive help if you need to go out, you arranged for a trusted neighbour or friend to have a key – and let us know if you are doing this.

    We’re getting much closer now to getting you all back on gas. Thank you, everyone, for your support and for being so patient.

    Please take a look at our ‘water in gas pipes’ video (see ‘videos’ tab) above for a quick summary of how we respond to incidents like these.

    We continue to have a customer team working from Richmond Hill Hotel so please come and see us if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    Today, our teams have managed to pump many thousands of litres of water from our gas network and this has enabled us to restore gas to around 10% of homes affected.

    This is clearly great news for some, but we’re very mindful that for the remaining 90% that’s likely to mean another evening without gas. You’ve been amazingly understanding – thank you.

    Tomorrow will be a big day. The number of homes to which we can restore gas supply should gather pace through the day.

    We’ll again have lots of engineers stationed in Richmond, ready to visit your home and safely restore supply, once we are satisfied all the water is out of the pipes near to your home.

    We hope to get as many of you back on gas tomorrow as we can, but there are likely to be some areas where extracting the water will be tricky. So, for some this will likely go into Tuesday.

    We will need access to your home to restore supply and check that all your appliances are working safely. Now, we know that’s not easy for many of you. If you can stay in, that would help. If you need to go out, to work for example, please be assured that – when it’s time to restore your supply – we will make multiple visits to your home through the day and into the evenings.

    Please, DO NOT try to restore your own gas supply. Safety is our absolute priority here and only one of our qualified gas engineers should do this. While our engineers are in your home, they’ll check your boiler and gas appliances to make sure they are working safely. Our teams carry ID – please ask them for it and check it.

    We’re incredibly grateful for the patience you’ve shown as we worked over the last few days to get all this water from the burst water main out of the gas pipes.

    We continue to have a customer team working from Richmond Hill Hotel so please come and see us if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    We’ve reached a key milestone in our big operation to restore gas supplies to Richmond, which happened after water from a burst water main got into our gas pipes.

    We’re now able, in some areas, to start pumping water out of the gas pipes – there is lots of it and this will take some time to get it all out.

    As part of our careful process to restore gas supplies, we are putting a small number of properties back on gas. This allows us to check that pressures are safe and can be maintained.

    We know you are eager for us to restore your supplies, but please bear with us. Our priority is to do this safely, as you’ll appreciate. Thanks again for being amazing and bearing with us.

    Please DO NOT attempt to put your own supply back on. This MUST be done by a qualified engineer, who will come into your home and check that gas is flowing as it should and that all your appliances are working safely. We have a big team on site ready to do this, but please be prepared for this incident to continue into tomorrow.

    We will need access to your home to restore supply – please either make arrangements to be in, or perhaps arrange for a trusted neighbour or friend to have a key if you need to go out?

    We promise to provide a progress report later today. We have cleared a big hurdle now and making good progress.

    We continue to have a customer team working from Richmond Hill Hotel so please come and see us if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    Major effort starts again this AM to access the last 5% of homes we need to access in Richmond, a necessary step before we can start pumping out the water that is in the gas network.

    If yours is among those properties, we will have visited at least three times by this morning and left a letter. The properties are in these roads:

    • Adelaide Road
    • Alton Road
    • Chapel of St Francis
    • Church Road
    • Dunstable Road
    • Grena Gardens
    • Grena Road
    • Litchfield Court
    • Litchfield Terrace
    • Paradise Road
    • Sheen Park
    • Sheen Road
    • St Marys Grove
    • Sydney Road
    • Townsend Terrace
    • Townsend Road

    We know some properties, for example in Kew, have told us about gas supply issues too. If you have not had a letter, we do not need to access these properties at this stage in order to begin the process of pumping out water. Please keep watching here for updates though - we will need to access at some stage. And make sure you have logged your issue with us.

    We continue to have a customer team working from Richmond Hill Hotel so please come and see us if you need any help. You can also call us on 0800 389 8000 or DM us on social media.

    We have made good progress in accessing properties affected by the loss of gas in Richmond, which was caused by water from a burst water main getting into the local gas network.

    As of 7pm this evening, we have accessed 95% of the homes we must get into before we can start the process to pump water out.

    Our engineers will return again this evening to try to get into that remaining 5%. You can help us greatly here by staying in, so that when our engineers call, they can safely turn off supply, as we need to. If you need to go out for a short time or longer, ask a trusted neighbour or friend to stay in for you, or give them a key so we can get inside. Just let us know if you are planning to do the latter.

    By tomorrow afternoon we are hopeful that we can share a more accurate guide on timescales for starting to restore gas supplies.

    At this stage, and please accept this is subject to change, we are trying to get everything in place to safely start pumping out the water from the gas pipes at some point on Sunday evening.

    Once satisfied the water is out – and there is a lot to get out – we can then start restoring your supplies. This won’t happen all at once. As our engineers confirm water is out from a particular street, or wider area, we will restore supply to that street or area.

    Our expectation is that this process is likely to run into early next week.

    Your support and understanding is amazing. We know this is a very difficult situation for you to be in and our teams will continue to work well into this evening and again from early morning.

    We’ve captured a lot of your questions and tried to answer many of them in the FAQ tab of this webpage. Just to remind you, if you need help with heating or cooking facilities, or any other help, ask us. Our team is based both atv Richmond Hill Hotel and from a mobile unit off Sheen Road. You can also ring us on 0800 389 8000 or DM us on social media.

    Our major operation to restore gas supply to a large area of Richmond, after water from a burst water main got into our gas pipes on Thursday, continues today.

    This is a big job, with 35km of gas pipes to check. We know there will be many thousands of litres of water to pump out and dispose of in an environmentally-sound way.

    Before we can start pumping water out, we need to visit every property, to ensure gas is off.

    We have visited over two-thirds and have engineers from across London and across the country making visits to the remaining third today. We have left letters at each property we have been unable to access.

    We are in contact with the courts to arrange warrants to access properties we are unable to get into. We will make every effort to get in to properties without needing to do this. This is why you can really help by staying in, or arranging for someone to let us in. If you need to go out, maybe leave a key with a trusted neighbour or family member? But let us know if you are doing this.

    Our operational teams will work all day and into the night to resolve this as soon as possible. You’ll see our teams already at many strategic points across the affected area, ready to start pumping out water once they can safely do so.

    We continue to receive tremendous support from everyone in Richmond and many partner agencies are assisting in what is a difficult situation if you are off gas. Just to remind you, if you need to contact us: DM on Twitter @CadentGasLtd, ring 0800 389 8000, or visit our team based at Richmond Hill Hotel. You may also know there is an offer from Pool on the Park for free hot showers. 

    We're trying hard to answer your questions coming in and have this morning updated both the FAQ and ‘areas affected’ tabs on this webpage, which hopefully cover the main things a lot of you have asked. 

    Please bear with us and thanks for your patience. We responded quickly, and in large numbers, to an incident that wasn’t of our making, and we are doing our best to get you back on gas asap. 

    We’ve now been able to access more than half of the properties we know have been affected by this incident in Richmond. As people return home from work, we expect this will gather pace tonight.

    This is a big operation and is going to take days to fully resolve. We have lots of engineers now on site, from a wide area – including East Anglia and the West Midlands – to help us get your gas supply restored.

    We need to get into every property to make sure the gas supply is safely turned off, before we can start getting all the water out of the pipes. Take a look at our film which explains why.


    Our engineers will keep calling until around 11pm tonight and will be back again early tomorrow. They carry ID – please ask to see it and check it. If you need to go out, perhaps you can arrange for a friend or neighbour you trust to have a key so we can get in? Just let us know if you are going to do this.

    DO NOT try to turn off your gas supply, unless you are advised to do so by a Cadent representative.

    The FAQ and other info on the tabs above here may help answer some of the questions you have. Remember, you can get in touch with us via Twitter DM @CadentGasLtd (manned until 10pm tonight and from 8am tomorrow), or via 0800 389 8000, or you’ll also find our customer team at Richmond Hill Hotel. If we can help, we will.

    Thanks so much for your patience.

    A major effort to get 1200 homes and businesses in Richmond (TW9 and TW10 areas) back on gas after water flooded the local gas network is underway today.

    Engineers from local gas network Cadent need to visit every affected property to safely turn off the gas supply at the meter before gas supplies can be restored.

    Please arrange for someone to be at home to enable us to access your property or let us know when you are going to be in by calling us on 0800 389 8000. If you know that your neighbour is away from home please let us know by calling us on 0800 389 8000.

    Getting access to everyone’s property is critical as the sooner we are able to switch everyone off, the sooner we will be able to restore gas supplies.

    Please do not turn off your own gas supply unless you are advised to do so by a Cadent representative. Otherwise wait for an engineer to call.

    All our engineers carry identification. Please ask to see it before allowing anyone into your home.

    Homes and businesses in Richmond lost gas after water got into the local gas pipe network yesterday evening. A burst water main, which was in the vicinity, has been repaired. Engineers have been visiting homes and businesses throughout last night and today and they will continue late into tonight.

    Once every home is switched off and all the water has been removed from our gas pipe network, we will then have to visit every property to switch the gas supply back on and ensure gas is flowing safely.

    A customer centre has been set up at the Richmond Hill Hotel if people need help or information.

    We are working to resolve this problem as soon as possible; however, this is a major incident and we expect that this will run into the weekend. We will keep people updated. We greatly appreciate your patience.

    We are identifying those residents who are most vulnerable. If you or your neighbour need assistance, are elderly, chronically sick, have very young children, are recovering from a hospital stay, have a terminal illness, have a disability or are registered on the Priority Services Register - https://cadentgas.com/about-us/blog/priority-services-register - please let us know by calling 0800 389 8000 and we will be able to advise how we can help you and make necessary arrangements.

    If you are in the TW9 postcode area and you have lost your gas supply or have a query about this incident please call 0800 389 8000 or visit our customer centre at the Richmond Hill Hotel.

    If you smell gas please call the National Gas Emergency Service on 0800 111 999*.

    *all calls are recorded and maybe monitored

    We will post further updates on our website www.cadentgas.com. You can also follow us on twitter - @CadentGasLtd

    The following streets have so far been identified as being affected by the incident. If you have no gas or believe you have been affected by this incident but your street is not listed please contact us on 0800 389 8000:

    • Sheen Road
    • Church Road
    • Lichfield Court
    • Lichfield Gardens
    • Mount Ararat Road
    • Grosvenor Road,
    • Dynevor Road
    • Dunstable Road
    • Alton Road
    • Sheen Park,
    • Townshend Road,
    • St Mary’s Grove,
    • Grena Gardens
    • Grena Road
    • Adelaide Road
    • Manor Gardens
    • Manor Road
    • Queen’s Road
    • Kings road
    • Worple way
    • Princes road
    • The Vineyard
    • The Vineyard Passage
    • St John’s road
    • Larkfield Road
    • Evelyn Road
    • Cedar Terrace
    • Tersha Street
    • Salisbury Road
    • Lower Mortlake Road
    • Evelyn Passage
    • Lenton Rise
    • Old Deer Park Gardens
    • Kew Rise
    • Stanmore Road
    • Topiary Square
    • Albany Road
    • Selywn Avenue

    Efforts are continuing to restore gas supplies to 1200 homes and businesses in Richmond TW9 after water got into the local gas pipe network yesterday evening.

    A burst water main, which was in the vicinity, has now been repaired but before Cadent can restore gas supplies we will need to fix our gas main and remove all the water from our pipes.

    It is critical that we visit every affected property to safely turn off the gas supply at the gas meter before we can restore gas. Engineers have been visiting homes and businesses throughout last night and today and they will continue late into tonight.

    Please arrange for someone to be at home to enable us to access your property. Alternatively, let us know when you are going to be in by calling us on 0800 389 8000 or visiting our customer centre at the Richmond Hill Hotel, Richmond Hill, Twickenham. The sooner we are able to switch everyone off, the sooner we will be able to restore gas supplies.

    Please do not turn off your own gas supply unless you are advised to do so by a Cadent representative. Otherwise wait for an engineer to call.

    All our engineers carry identification. Please ask to see it before allowing anyone into your home.

    Once every home is switched off and all the water has been removed from our gas pipe network, we will then have to visit every property to switch the gas supply back on and ensure gas is flowing safely.

    A customer centre has been set up at the Richmond Hill Hotelif people need help or information.

    We are working to resolve this problem as soon as possible but at the moment we cannot give a timescale for how long it will take to restore gas supplies. This will be affected by how quickly we can access customers’ homes to isolate their gas supply before we can get the gas back on. We will keep people updated. We greatly appreciate your patience.

    If you are in the TW9 postcode area and you have lost your gas supply or have a query about this incident please call 0800 389 8000 or visit our customer centre at the Richmond Hill Hotel.

    Cadent are working to restore gas supplies to 1,000 homes and businesses in Richmond TW9 after water from a burst water main got into the local gas mains network yesterday evening.

    Cadent is working closely with Thames Water. The water leak has now been stopped and work is under way to repair the burst water main. Before we can restore gas supplies we will need to fix our gas main and remove all the water from our pipes.

    We will also need to visit every affected property affected to safely turn off the gas supply at the gas meter. Please arrange for someone to be at home to enable us to access your property. The sooner we are able to switch everyone off, the sooner we will be able to restore gas supplies.

    Please do not turn off your own gas supply unless you are advised to do so by a Cadent representative. Otherwise wait for an engineer to call.

    All our engineers carry identification. Please ask to see it before allowing anyone into your home.

    Once every home is switched off and all the water has been removed from our gas pipe network, we will then have to visit every property to switch the gas supply back on and ensure gas is flowing safely.

    We are working to resolve this problem as soon as possible but at the moment we cannot give a timescale for how long it will take to restore gas supplies. We will keep people updated. We greatly appreciate your patience.

    We are identifying those residents who are most vulnerable. If you or your neighbour need assistance, are elderly, chronically sick, have very young children, are recovering from a hospital stay, have a terminal illness, have a disability or are registered on the Priority Services Register. Please let us know by calling 0800 389 8000 and we will be able to advise how we can help you and make necessary arrangements.

    If you are in the TW9 postcode area and you have lost your gas supply or have a query about this incident please call 0800 389 8000.

    If you smell gas please call the National Gas Emergency Service on 0800 111 999*.

    *All calls are recorded and maybe monitored

    N.B. Not all streets have been listed. This is just an indication of the affected area. If your gas supply has been switched off but your street name is not on the list, your street is still impacted by the incident.


    • Adelaide Road
    • Albany Road
    • Alexander Road
    • Alton Road
    • Beaumont Avenue
    • Castlegate
    • Catherine Drive
    • Cedar Terrace
    • Church Road
    • Duncan Road
    • Dunstable Road
    • Dynevor Road
    • Evelyn Road
    • Evelyn Terrace
    • Grena Gardens
    • Grena Road
    • Grosvenor Road
    • Kew Road
    • Kings Road
    • Lancaster Park
    • Larkfield Road
    • Lenton Rise
    • Litchfield Court
    • Litchfield Gardens
    • Lower Mortlake Road
    • Manor Gardens
    • Manor Grove
    • Manor Road
    • Mount Ararat Road
    • Old Deer Park Gardens
    • Old Palace Gate
    • Pagoda Avenue
    • Princes Road
    • Queens Road
    • Raleigh Road
    • Riverside
    • Salisbury Road
    • Sandycombe Road
    • Selwyn Avenue
    • Sheen Park
    • Sheen Road
    • St Georges Road
    • St Johns Road
    • St Marys Grove
    • St Pauls
    • Stanmore Road
    • Tersha Street
    • The Avenue
    • The Green
    • The Vineyard
    • Topiary Square
    • Tower Rise
    • Townshend Road
    • Townshend Terrace
    • Twickenham Road
    • Victoria Village
    • Vineyard Passage
    • Waterloo Place
    • Worple 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. We pay compensation for every 24-hour period you are off gas after the first 24 hours. We pay £60 for every 24-hour period off gas to domestic customers and £100 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 = £120 compensation.

    What about damage to my gas appliances?

    As you know, this incident was caused by water leaking from pipes, which got into our gas pipes. We understand that Thames Water have asked a company called Aspect to fix or replace any gas appliances damaged by water. Where we have found damaged appliances during our work to restore supplies, we have referred these to Aspect to check and take the appropriate action. If you still have a damaged appliance, please contact Thames Water in the first instance who should be able to help you.

    Will I get compensation for low gas pressure?

    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.

    Don’t worry if you are not at home when we visit. We will visit each property at least once to try to reconnect your gas supply. We will leave our details for you to contact us when you do return home.

    Don’t worry. Once our engineer has come to switch on your gas supply, if they find water in your gas meter and then your gas appliances, we have Gas Safe registered engineers ready to help you. Thames Water have provided a number of engineers from Aspect to help customers with any issue with their gas appliances due to the water in the gas pipes.

    Aspect are assisting with this operation. This team are onsite, ready to respond quickly to any issues you may have with your boiler and appliances once gas is restored at your property. We don’t expect this to happen in many cases, but we want them here to resolve any issues quickly. Like us, they all carry ID, as do our engineers, so please ask to see it and check it before you let anybody into your home.

    With the current loss of gas supply across the area Cadent engineers may require access to your property if you are a gas user to facilitate the restoration of your gas supply. Before you let anyone into your home you need to know they are who they say they are, so you should always ask to see their identification card.  When one of our engineers arrives at your door they will always show you their Cadent identification card.

    To confirm they are who they claim to be you can call us on 0800 389 8000 to confirm their identity.

    Our engineers will not be offended if you close the door and make the call to us, they will wait on the doorstep until you are happy to let them in.

    We will be visiting all residents in vulnerable situations to switch their gas off. We are also providing assistance to those in the most vulnerable situations. These include people who are elderly, chronically sick or recovering from a hospital stay, have a terminal illness, have a disability or you have children aged 0 -3 or you are registered on the Priority Services Register.

    If you know of someone in a vulnerable situation and you are concerned please contact 0800 389 8000.

    What is the Priority Services Register?

    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.

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