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

    As a reminder, we can confirm that compensation has been paid directly to residents who were affected by a loss of gas as a result of this incident. Payments did not go through energy companies, and were made as soon as possible after the incident. We also took the decision to pay above our standard compensation rate as a gesture of goodwill.

    We have continued to make repairs and replacements to any remaining appliances and we are providing support to customers and the local community.

    From 1st March 2023, Yorkshire Water took over the management of claims and repair/replacement of appliances.

    Yorkshire Water contact details:

    Telephone: 0127 425 0555 or for the online form: www.yorkshirewater.com/stannington

    Any repairs/replacement of gas appliances already ordered and arranged with Cadent/Aspect up until 28 February 2023 will continue to be dealt with by Cadent.

    We have been in ongoing discussions with Yorkshire Water and any repairs/replacment of applainces where Cadent have completed an assessment but have not ordered the necessary parts, due to the timescales, will be handed over to Yorkshire Water to complete.

    All affected customers will be receive a letter from Cadent to inform them who will be dealing with their claim.

    Due to the time of year of this incident we wanted to reduce any further inconvenience for our customers, so we worked with a third party to fix and/or replace gas appliances which were damaged where water had gone past the gas meter for customers in vulnerable situations. This is not something that Cadent has ever done previously, but wanted to help the Stannington and Hillsborough community. We have been overwhelmed by the support the community has given us, as well as the volume of appliances that were damaged, as these works are outside of our normal business.

    Compensation

    From today, Friday 6th January, 2022, we will no longer be accepting any new compensation claims through our dedicated incident number. But, don’t worry, if you are yet to claim your compensation, you will still be able to do so. These will be paid through your gas supplier and we will be in contact with anybody who has an outstanding compensation claim.

    Appliance issues?

    Any issues relating to appliances will be passed directly through to a contact centre managed by our partner, Aspect. If you have an appliance issue, please call 0800 917 9598 and select option 1.

    Queries about an existing claim?

    Additionally, if you wish to speak to us about an existing compensation claim, please call 0800 917 9598 and select option 2. This will take you through to our compensation team who will be happy to help.

    Off gas?

    If you should have any issues and your gas goes off, please ring the National Gas Emergency Line on 0800 111 999.

    N.B. The emergency line will not be able to help with compensation queries, or follow up questions regarding appliance fixes or replacements.

    An update from network director, Richard Sansom

    We are delighted to report that all properties that were affected by the water ingress in Stannington to Malin Bridge, Hillsborough, are now back on gas. Thank you to everyone for your patience as we resolved the issue in what was undoubtedly a difficult time for you. 

    As you will be aware, everyone who was without gas is entitled to compensation and we have already started to make payments to those affected. However, if you are yet to claim your compensation, please do this as soon as possible so that we can process your payment swiftly. Further information about how to make your claim can be found in the Compensation tab at the top of this page. 

    We are aware that there are some outstanding issues with appliances and we are working with Aspect engineers to resolve these as quickly as possible. It is Cadent’s aim that everybody will be able to heat their home and cook food by Christmas Day. An engineer will be on site over Christmas to address any needs, but if you have a faulty appliance as a result of the recent water ingress, more information about what you need to do can be found in the Compensation tab at the top of this page.

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    An update from network director, Richard Sansom

    As confirmed yesterday evening, we have restored supply to every property impacted by the ‘water in gas pipes’ incident in the Stannington and Malin Bridge, Hillsborough area.

    Richard Sansom, director of the Cadent network which manages this area of South Yorkshire, issued this statement today.

    “After a monumental effort by a big team from Cadent and other agencies, we have gas restored now to every property.

    “It’s an incredible achievement, working day and night since this started two weeks ago, and in freezing temperatures.

    “I want to offer a huge thanks to everyone in Stannington, Malin Bridge, Hillsborough and other areas impacted by this.

    “Despite the personal challenge to you, the kindness and support you’ve given to us throughout has been incredible. Thank you.

    “You unexpectedly had to deal with your local population being increased by several hundred people overnight and then for two weeks. You made us feel amazingly welcome and appreciated, despite the issues you were facing because you had no gas.

    “We’ve removed more than one million litres of water from the gas pipes in an area that covered four miles. While we do get ‘water ingress’ incidents like this occasionally, the volumes we’re talking about here are way above the norm.

    “We can also confirm that more than 3,000 properties were impacted, whether by loss of gas completely, poor pressures or damage caused to boilers and appliances.

    “We know there are still pockets of water moving around, under your feet, which is why some properties that we’ve put back on gas are intermittently going off again. This is part of the reason for us maintaining a presence in the area, for a good while yet, so we can act quickly when this happens.

    “We are also very conscious that, for some people, the water has impacted their boilers and other appliances. We are working with everyone who has found themselves in this position, to make sure the arrangements are made to fix these, or replace them.

    “Our customer team will remain at Rivelin Fire Station today (16 Dec), so if you have any questions, please come visit us here. The phone line we created just for this incident will also remain for a good while yet, so ring that number if you need us: 0800 917 9598.

    “We are also acutely aware that we have a lot of tidying up to do in the local area and that will be done over the coming days.”

    Letters have now been hand-delivered to every property impacted, with details of how compensation can be claimed. Please read information contained within the compensation tab for full details.

    This evening we are pleased to confirm that ALL properties impacted by this extraordinary water ingress incident now have gas restored. It’s taken a monumental effort by many, and it’s been an incredibly difficult time for many of you in Stannington, Malin Bridge and nearby areas, so we want to say thank you to everyone.

    In small numbers, we are seeing cases of properties losing gas supply. This is normal when we have an incident like this - as there will be some water remaining in the pipes, which will move and can block the small pipe that takes gas into your home. This is why we’ll keep engineers on site for a while, so we can act quickly and sort this. Please call us if this happens to you.

    Our dedicated customer number 0800 917 9598 is available and our customer team will be back at Rivelin Fire Station, Rivelin Valley Rd, Sheffield S6 5FE until 5pm tomorrow only.

    We also have an FAQ tab on this page, which may answer your questions, as well as a Compensation tab for more information. But do ring us, or come and speak to us in person and we’ll help if we can.

    We are also very conscious that we’ve got a little more tidying up to do around this lovely part of the country you are fortunate to call home. We will do that over the coming days, you haven’t seen the back of us just yet.

    Today we have concentrated our efforts on getting homes back on gas and by this evening, if you are at home, we will have visited every domestic property to get your gas supply back on.

    We have had a number of properties where we have not been able to gain access to a property. We have visited four or five times now. We will leave a card and ask these residents to call us when they return. Call us on 0800 917 9598.

    Richard Sansom, director of the Cadent network which manages this area of South Yorkshire, issued this statement today.

    It is important people do not try to switch on their gas supply themselves. Our engineers need to do this, to ensure all of the water is out of the gas meter and water has not affected the gas appliances.

    If you live above the shops on Holme Road, Malin Bridge we should be able to get you back on gas tonight. If you are still without gas, please call us.

    The remaining commercial properties, we will get you back on gas as soon as possible. However, we do need to ensure residents get their gas supply switched on first so they can warm their homes.

    Tonight, we have moved our customer centre from The Lomas Hall in Stannington to Rivelin Fire Station, Rivelin Valley Rd, Sheffield S6 5FE

    We are not going anywhere, just moving locations.

    We continue to remove water, so our tankers and smaller pumps will remain on site for a little longer to help us get the water out and gas on.

    Thank you, thank you, thank you. Residents have been incredibly patient, and we appreciate this so much.

    We received this card from the pre-school children, but it's a huge thank you to the communities from Cadent too.

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    We’ve faced some complicated engineering challenges today. Regrettably, we can’t get all of the remaining properties impacted by this incident back on gas tonight, as we’d hoped to.

    We have made good progress though, particularly in the Marchwood and Deer Park Road areas of Stannington, where we’ve pumped out a lot more water and restored more supplies.

    Our team is working right now in all areas, hoping that we can restore more supplies this evening. If we are content, it’s safe to restore your supply, we will continue visiting homes until late this evening. It’s dark now, so we will only knock if there’s a light on. For those we can’t get back on, we will return tomorrow to try again. It would help if you could stay in. But if you’re not in, we make multiple repeat visits – don’t worry.

    We know that those of you not on gas just want this to end. We’re frustrated we couldn’t resolve this today. We’re getting much closer to bringing this to a conclusion, if you can just continue to bear with us a little longer.

    Please DO NOT try to restore your own supply. This must be done by one of our Gas Safe registered engineers, who will also check your boiler and gas appliances are working as they should. Any gas boiler or appliance that isn’t working as it should, we’ll get it sorted out for you.

    If you need any help or have questions

    Please visit our customer teams at The Lomas Hall, Church Street, Stannington, S6 6DB - 8am to 8pm.

    On Wednesday 14 December, some of the team will also be in a welfare unit at Rivelin Fire Station, Rivelin Valley Road, S6 5FE, from 9am to 5pm.

    You can also contact us by phone, we have a special number just for this incident - 0800 917 9598.

    Compensation

    We have been hand delivering letters today to every property impacted with further information on how and when you’ll get compensation. We hope it all makes sense, but if you need any clarification, please let us know.

    Our engineers have just over one hundred properties to get back on gas today, mainly in the Malin Bridge area but there some pockets in Stannington too.

    Kate Jones, Cadent’s incident controller explains, “We know if has been particularly difficult for the residents in Malin Bridge who have been without gas for over a week. Unfortunately, this is where most of the water has pooled and we have been pumping water out of this area, since the water main burst and flooded our gas network.

    “We are still pumping water in some areas of Stannington where we have found the water has pooled. Once all of the water has been removed we can get properties back on gas.”

    Work continues to restore gas supplies as safely and quickly as possible. However, we will have everyone back on gas today, as long as we can clear the gas pipes and appliances of water.

    Kate continues to explain, “We have 125 engineers on site today, plus staff from Sheffield Council and Yorkshire Water, who are knocking on doors carrying out welfare checks for residents in Stannington and Malin Bridge.

    “I want to reassure everyone affected, that we are working around the clock to get your gas back on. Not just to the gas meter but into your home too. The Gas Safe engineers are checking gas appliances and if water has got into the appliances, they are making the necessary repairs to fix the appliances. If necessary, we will arrange for appliances to be replaced if there is no alternative solution.

    “Residents do not need to worry about the cost, we will be taking care of this for you.”

    We will be returning again today to the properties where we have not been able to gain access to complete the safety checks before switching the gas back on. Please do not try to switch on your own gas supply. We need to carry out the safety checks and ensure there is no water in your gas appliances too.

    Cadent engineers will not be leave until everyone is back on gas. Please do call us on 0800 917 9598, if you are still without gas or need further assistance.

    We are continuing to get more properties back on gas

    We’ve had a successful day restoring gas supplies to more and more properties affected by the burst water main that flooded the gas network over a week ago.

    By this evening the majority of properties in Stannington should be back on gas unless we have not been able to access their property.

    In Malin Bridge we have restored about half of the properties, but we are still pumping water out of the network. However, we expect to be in a similar situation tomorrow evening where everyone in Malin Bridge will be back on gas, unless we have not been able to gain access to the property to do the necessary safety checks and ensure there is no water in the gas meter and appliances.

    To help support you a customer vehicle has been set up in the Malin Bridge ‘Park and Ride’ to answer questions for the residents of Malin Bridge. It will be open tomorrow from 8am-8pm.

    We will continue to be on site over the next few days, to revisit properties where we haven’t been able to gain access. We will keep on visiting and finally we will leave a card asking customers to call us when they are home.

    To ensure customers have their issues dealt with quickly, we will be in the area until the end of the week to deal with any properties that go off gas again, to pump out water from the service pipes or appliances and restore the roads to normal and fill in the excavations around the area.

    Kate Jones, incident controller says “A huge thank you to all customers affected. You have been through a very challenging and cold incident. You have put on a brave face, but we know it has been hard. By the end of tomorrow evening, we are aiming for everyone to be back on gas.”

    For residents in Malin Bridge, we have set a customer point in a Welfare Unit vehicle at the Malin Bridge Park & Ride. We will have a couple of our customer team there today and tomorrow from 8am – 8pm.

    We are next to the Northern Powergrid vehicles.

    Compensation Update

    From Tuesday 13th December, all residents of Stannington to Malin Bridge, Hillsborough will receive a hand delivered letter by a Cadent employee. This letter will contain instructions on how we will make this compensation payment to residents for not being able to provide gas to domestic and commercial properties.

    We recognise how challenging this has been, so we have made arrangements to DOUBLE our usual compensation payments under our Guaranteed Standards of Performance.

    For households we usually pay £65, we will now pay £130 x 7 days = £910

    For businesses we usually pay £105, we will now pay £210 x 7 days = £1,470

    Always check someone’s ID card before letting them into your home, this includes people delivering letter and parcels. As well as our staff delivering letters. Please also call us if you are dubious of the letter’s authenticity – please be mindful of anything that may seem like a scam.

    The letter will feature a unique reference code – please do not share this code online or with anyone else outside your household. The code is an identifier when applying for compensation.

    How we will make the compensation payment to you:
    • To begin the compensation process you will need to access the online form, which you can do by following the instructions given in the letter.
    • Alternatively, if you don’t have access to our website, you can phone us on 0800 917 9598 and select option 2. Our team will be available Monday to Friday (8am-8pm) and Saturday to Sunday (8am-6pm). Please note the phone option is only for customers that require additional support and unable to access the online form.
    • If you are in a vulnerable situation, please speak to our Customer Team in person at The Lomas Hall, Church Street, Stannington. If you are on the Priority Services Register and need additional support, we will continue to support you in person.

    Thank you for your continued patience, support and understanding over the last week whilst we have been in your area restoring gas supplies following a burst water pipe. If your gas is still off, we will be with you as soon as we can.

    Gas supplies are contining to be restored across the affected area

    Our engineers started restoring gas supplies in Stannington and Malin Bridge this morning. There was a small delay for some engineers, due to the snow and them not being able to get up the steep hills in the area. All engineers are now on-site visiting properties. We will continue until 10pm this evening.

    Water is still being pumped out of gas mains, services, gas meters and appliances, but homes and businesses are getting back on gas.

    As long as people are in, we are hoping to get the remaining estimated 200 properties, in Stannington back on gas today. We are putting properties back on gas in Malin Bridge too, but as we are still pumping water out of the gas pipes, the remaining properties will be restored tomorrow.

    We know some properties are having problems with their gas appliances and we have Gas Safe Registered engineers on site fixing them. This may take some time, so please bear with these engineers.

    We also know that some properties in the area are experiencing intermittent problems with their gas, once they have been switched on. If this is the case for you, please call us on 0800 917 9598

    If we haven't been able to get your gas supply back on today, because you were out, don't worry, we will be returning tomorrow and the next day if necessary. We won't be leaving the Stannington to Malin Bridge area until everyone is back on gas.

    Finally thank you for your continued patience and understanding.

    Here is Kate Jones our incident controller with a quick update

    We’d like to remind you all about these important messages:

    • For your own safety, please DO NOT attempt to turn your own gas back on. Please wait for an engineer to visit your home.
    • Please remember to check for official identification of everyone that comes to the door before letting them into your homes. If you want to check that they are not a bogus caller, please feel free to give us a call on 0800 389 8000 - Option 2 and we can confirm they definitely work for us.

    Thank you once again for your continued understanding and kindness.

    Update regarding compensation

    You are asking about compensation and rightly so. We will be writing to everyone who has been without gas, no matter the days or whether you have been off and on gas, explaining how we will make our payments for being unable to provide gas to your home or business.

    Details for claims to Yorkshire Water can be found here https://www.yorkshirewater.com/stannington/

    A message from Kate Jones, Cadent’s incident controller, on the latest situation in Stannington to Malin Bridge, Hillsborough this morning:

    “Cadent engineers are working around the clock to restore gas supplies in Stannington to Malin Bridge as quickly as possible. Our efforts have been delayed due to the sheer volume of water that flooded our network over a week ago.

    “Each day we are getting more and more residents back on gas and we are aiming to get the majority of residents back on gas by the end of the weekend, but this does depend on removing the water.”

    Today, there will be 250 engineers on site again, doing various jobs to help restore gas. Engineers will be removing water from the gas mains with the 15 large tankers, this will be followed by smaller tankers to remove the water from the service pipes (the pipes that go from the main in the road, to a property). It only takes half an egg cup of water to stop gas flowing through a service pipe. Once we are sure the service pipe is clear, an engineer will check the gas meter, replace it if necessary, and then switch on the gas supply to the property. Ensuring the gas appliances are all working properly and repairing them if necessary.

    Kate continues, “Throughout this incident we have been working closely with Sheffield Council to ensure those on the Priority Services Register have everything they require to manage without their gas. Council staff are visiting each home daily.

    “The number of Priority Services Registered customers still without gas is 34 and that number is reducing. With the council, we are visiting daily to ensure they have everything they need until their gas supply is restored.”

    To ensure we can get your gas supply back on, we need you to be at home, so we can carry out the necessary safety checks and remove water if necessary. If you are going to be out, leave a key with your neighbour or let us know. We will revisit each property again and again, if you are not able to be at home. If we have no luck, we will leave a card with our details on and ask that you call us and then we can send an engineer around to switch your gas back on.

    Along with Cadent’s engineers, there are around 50 additional staff from Sheffield Council, Northern Powergrid, Yorkshire Water, Olivia Blake MP’s office, Northern Gas Network and SGN all helping residents and working to restore the gas supplies as quickly as possible.

    Finally, “A huge thank you to all of the residents who have been affected by the flooded gas pipes this week. You have been incredibly patient and understanding throughout this incident and we fully understand your frustrations. We thank you for being so kind to our engineers and all of the staff working around the clock to get you back on gas. We truly appreciate this.”

    Residents of Malin Bridge

    Due to the huge volume of water in the gas network in Malin Bridge, we weren’t able to start getting more properties back on gas today. As long as we have no more water in the pipes, we can start getting you back on gas tomorrow. If you need any further assistance, please call our dedicated number on 0800 917 9598

    Stannington

    A number of properties have been switched on gas today, with appliances and gas meters checked.

    Today, we found a pool of water in some streets that prevented us from getting as many properties, as we had hoped, back on gas. It has also resulted in some properties who have had their gas supply throughout, losing their gas supply. If this does happen to you, call us on 0800 917 9598 Tell us and we can come out and restore your gas supply. For many, we have been able to restore quickly. Please do not turn off your gas supply and then not tell us.

    We believe we have removed most of the water that has slowed progress today and it’s hoped that we will be able to get more properties on gas tomorrow. This means the majority of homes and businesses will be back on gas Sunday evening. But for some it will be on Monday.

    We need you to be in

    We have not been able to gain access to around 300 properties to switch on the gas supply. We will visit you again, but we ask that people are in if possible. Leave a key with a neighbour or let us know if you are going to be away. Unfortunately, we don’t make appointments or let you know when we are going to visit. We are visiting street by street, so if you are not in, we will visit again and after three visits, we will leave a card asking you to call us when you return.

    We need you to be in

    We had around 250 engineers on site today and we’ll have the same number of people tomorrow too. These engineers have come from far and wide to help restore your gas supplies. Our colleagues from Northern Gas Network and SGN have also sent colleagues to assist us. A team from Northern Powergrid are also keeping a watch over your electricity supply.

    Working together

    South Yorkshire Council, local MP Olivia Blake and Yorkshire Water have also brought teams with them today and have been visiting those on the Priority Services Register, as well as doing general welfare checks across the area. Thank you for your help and support.

    When will everyone's gas be back on?

    The sheer volume of water in the gas pipes has been the issue. Seven days on and we are still pumping water out of the gas pipes. We are still estimating that the majority of properties will be back on by Sunday night.

    We are expecting to be back in the area on Monday. We will be here for those properties where we haven’t been able to gain access to switch their gas supply on. We will also be focusing on issues with gas appliances or to deal with any remaining water in the network.

    We know this is not really what you want to hear but we want to be honest and open with you.

    Thank you once again for your continued understanding and kindness.

    Residents of Malin Bridge

    We know this incident has been very challenging for you. We are working in Malin Bridge at the moment, continuing to pump water out of the gas mains.

    This morning we have pumped out 120,000 litres of water from this area alone. We estimate half a million litres of water will have been pumped from out pipes in this area. Bringing the total to over 1.25 million litres of water from the entire area (3-4 swimming pools).

    If we can get gas back into our network in the Malin Bridge area, we will start to get your gas back on today. However, realistically, we think it will be tomorrow. But we will try for today.

    Don't forget if you need any further assistance, please call our dedicate number 0800 917 9598.

    Stannington

    We have a large number of properties back on gas, but there are pockets of streets where we are pumping out a large amount of water. We understand how frustrating this is, but we are being more successful here in removing the water.

    A number of properties have been switched on and gas appliances and gas meters checked.

    When will everyone's gas be back on?

    That is the million-dollar question! The sheer volume of water in the gas pipes has been the issue. Seven days on and we are still pumping water out of the gas pipes. We are still estimating that the majority of properties will be back on by Sunday night.

    We are expecting to be back on Monday for those properties we have not been able to gain access to switch their gas supply on or if there are issues with the gas appliances or there is still water in the network.

    We know this is not really what you want to hear but we want to be honest and open with you.

    Thank you once again for your continued understanding and kindness.

    Today we have 200 Cadent engineers in the area reconnecting homes to the gas network.

    Before we can begin the reconnection process, we need to ensure all of the water has been pumped out of the mains in your street. Do not be concerned if your road is not on our list of streets for reconnection yet, it is probably because we still have water to remove from the mains. Please be assured that we have extra resources focused on pumping water and we will get to you.

    Alongside our Cadent engineers, we have additional engineers from British Gas who are ready to check gas appliances in your home as necessary to ensure we can get you back on gas as quickly as possible.

    We will be working over the weekend, and we are hopeful that we will have everyone reconnected by Sunday night.

    If however we are not able to access your property, or there are issues with excess water in your street, we will still be here on Monday. We will not leave until everyone is reconnected.

    If you have any queries or concerns, please contact our customer centre on 0800 917 9598

    We appreciate that it is taking longer than anyone anticipated, this is because of the sheer volume of water we have had to continually pump out of the gas network over the last week.

    Progress to restore gas to the majority of Stannington went well yesterday. Although not all the area is back on gas just yet.

    We have visited all the streets on Friday's street list, see update from Friday 9 December 2022 4:33PM. If you are not on gas yet, it may be because you weren't in when we visited or there is an issue with water in the service pipes.

    Today, we are prioritising the following streets we were unable to visit on Thursday because of the water in the area.

    • Cassini Drive
    • Clark Grove
    • Durmast Grove
    • Friar Close
    • Hill Close

    Secondly, we will be revisiting the properties we have not been able to gain access to, to check gas appliances, ensure no water is in the appliances and switch gas back on.

    Please remember to check for official identification of everyone that comes to the door before letting them into your homes.

    Hundreds more homes have been put back on gas but we realise this is no comfort to those still off gas. We are doing our very best to get your gas back on as quickly as possible.

    We estimate that around a million litres of water will have been pumped out of our gas mains by the end of this incident. This is equivalent to three swimming pools.

    Bear with us please.

    DO NOT turn on the gas yourselves

    When the time is right and it’s safe to do so, our engineers will come and turn your gas back on. Please DO NOT try to turn your own gas supply back on. There will be a number of essential jobs that the engineer will need to do for you, such as pumping water out of the gas mains and also the smaller pipes within your property. We will also check your gas meter, and if necessary, your gas appliances too. If all safety checks go well, only then can we turn your gas back on.

    Compensation announcement

    We are pleased to announce we will be paying double the licence compensation payment and an automatic payment of seven days for all customers who lost their gas supply in Stannington to Malin Bridge, Hillsborough area due to a burst water pipe a week ago.

    Following the update from earlier today 09.12.22 at 12:13pm, here are the list of streets we are focusing on today:
    • ACORN DRIVE
    • ACORN HILL
    • ALBANUS RIDGE
    • CROFT ROAD
    • FURNESS CLOSE
    • HIGH MATLOCK ROAD
    • HOLME OAK WAY
    • LITTLE MATLOCK GARDENS
    • LITTLE MATLOCK WAY
    • MARCHWOOD DRIVE
    • MYERS GROVE LANE
    • NOOK END
    • CORN MILL COURT
    • OAK APPLE WALK
    • OLDFIELD ROAD
    • PENISTONE ROAD
    • POND ROAD
    • RED OAK LANE
    • RIBER CLOSE
    • ROSCOE MOUNT
    • SCHOOL LANE
    • SPOON WAY
    • SPOUTS SPINNEY
    • STANNINGTON ROAD
    • WATERSMEET ROAD
    • WELLGREEN ROAD
    • WOOD LANE

    Clarification

    We are still pumping water out of Zones 1, 2 & 5. We are putting homes and businesses back on gas as soon as we can in these areas. We cannot guarantee that everyone will be back on gas today. We estimate that the majority of homes will be back on gas by the end of the weekend.

    Street list for today will follow.

    The process of turning you back on gas

    Cadent engineers are pumping water out of the gas pipes in the streets, the services pipes (that’s the pipes to your home) and replacing your gas meter if necessary. A Cadent engineer will then visit to do all the relevant safety checks to get your gas back on. If there are issues with your gas appliances we will get a British Gas or Gas Safe registered engineer to come to site to repair them.

    Sheffield Council have provided the following:

    Forge Valley School will be available to Stannington community on the following dates/times.

    • Saturday 10 December 2022 – 8.30am to 3.30pm
    • Sunday 11 December 2022 – 8.30am to 3.30pm

    During these hours they are offering the following services:

    • Hot shower and changing facilities
    • Warm breakout space
    • Hot/cold refreshments

    Hot/cold snacks

    60% of homes and businesses are now back on gas in Stannington and Malin Bridge. We had a breakthrough in Malin Bridge and were able to get 40 properties back on gas.

    With a flurry of snow appearing last night, we understand the importance of getting your gas back on as quickly as possible. We are still working hard to remove water from the gas pipes - 800,000 litres have been pumped out so far, the equivalent of two swimming pools!

    Zone 1 & 2

    We will be back in the streets from the street list we gave yesterday and will post a new list of streets later this morning. If we didn’t get to you yesterday we will be back today.

    Please ensure you check people’s ID cards before letting anyone into your home.

    Great news - we've had a small breakthrough in Malin Bridge where we have managed to get over 30 properties back on gas in this area. We hope to be able to continue this progress but we are still removing water from our network.

    We've made good progress in the streets listed today for Zones 1 and 2. Don't worry if we didn't get to you or you were out, we will revisit you tomorrow too.

    A list of new streets where we will be working to restore your gas supplies will be published tomorrow morning.

    Thank you once again for your patience and kindness to our engineers.

    Residents in Zones 1 & 2 - Stannington

    Our engineers have restored gas to around 200 more homes in Zones 1 and 2 (Stannington) since our last update this morning. This means that more than half of the total properties impacted by this incident have now had their gas supply restored.

    While we know this is little comfort to those of you still without gas, it shows we are making progress by the hour. We’re getting there.

    With over 200 of our employees in the area, and hundreds of vehicles and machines that pump out water here too, we are determined to have more of you back on gas tonight. We will be back early tomorrow to make progress on restoring the remaining homes in these zones.

    We will have engineers working through the night to continue pumping out water. If it’s before 11pm tonight, and we are ready to restore the supply to your home, we will knock on the door  if there’s a light on. We are anxious not to frighten anyone, so won’t knock if there is no light on.

    This is the list of streets where we are concentrated right now:

    • ACORN HILL
    • ASHURST DRIVE
    • CASSINI DRIVE
    • CLARK GROVE
    • CROFT ROAD
    • DARLEY GROVE
    • DURMAST GROVE
    • FRIAR CLOSEv
    • FURNESS CLOSE
    • GOLDEN OAK DELL
    • GREAVES LANE
    • HIGH MATLOCK AVE
    • HIGH MATLOCK ROAD
    • HILL CLOSE
    • HOLME OAK WAY
    • LEAWOOD PLACE
    • LITTLE MATLOCK GARDENS
    • LITTLE MATLOCK WAY
    • MARCHWOOD AVENUE
    • MARCHWOOD DRIVE
    • MARCHWOOD ROAD
    • MATLOCK GARDENS
    • MILLWOOD VIEW
    • OAK APPLE WALK
    • POND ROAD
    • RED OAK LANE
    • RIBER CLOSE
    • ROBIN HOOD CHASE
    • SCARLETT OAK MEADOWS
    • WEBBS AVENUE

    Residents in Zone 5 – Hillsborough / Malin Bridge area

    Due to the sheer volume of water in the gas network, which is still being pumped out in large volume, we expect to start getting properties back on gas by Saturday. We are working hard to do this before if it’s possible, but this does depend on the volume of water reducing considerably.

    Residents in Zones 3 & 4: All properties in these zones should be on gas. If you are experiencing any issues please let us know.

    In total, we have now removed more than 800,000 litres of water from the local gas network. To put that in context, the average 25-metre-long leisure centre swimming pool holds about 375,000 litres – so we’re talking here about enough water to fill two of those. It’s this extraordinary volume of water, and making sure we find it all, that’s preventing us from getting you back on gas as quickly as we’d want to.

    We’d also like to remind you about the following information:

    👍 For your own safety, please DO NOT attempt to turn your own gas back on. Please wait for an engineer to visit your home.

    👍 Please also make sure you check ID before you let any anyone into your home.

    👍 Please follow advice from Northern Powergrid about electricity usage to avoid power outages in the area.

    If you need any help from us, please remember that we have a dedicated phone line manned 24 hours – it is 0800 917 9598 We also have our customer support team based at The Lomas Hall, Church Street, Stannington, S6 6DB.

    If you smell gas at any time of day or night, please call the national gas emergency number on 0800 111 999. Do not delay, or assume it’s related to the work we are carrying out in the area. Your early action, by calling that number, can help us keep everyone safe.

    In such difficult and uncomfortable circumstances for you, your kindness and generosity to our teams, day and night, continues to be remarkable. We can’t thank you enough and promise that we’ll do everything we can to bring all of this to a conclusion as soon as possible.

    After making good progress yesterday, when we restored gas supply to hundreds of properties, we hope for more good news to share. We are pleased to update you that over 40% of properties are now back on gas.

    We’re still pumping water out of the gas pipes in some areas. Today we are doubling the number of engineers on site from 100 to 200. Our engineers are coming from across the country to support your community.

    We are hoping to get a quarter of properties back on today in Zones 1 and 2. The remaining properties in Stannington should get their gas back on tomorrow.

    Here is the list of streets where we are concentrating:

    • ACORN HILL
    • ASHURST DRIVE
    • CASSINI DRIVE
    • CLARK GROVE
    • CROFT ROAD
    • DARLEY GROVE
    • DURMAST GROVE
    • FRIAR CLOSEv
    • FURNESS CLOSE
    • GOLDEN OAK DELL
    • GREAVES LANE
    • HIGH MATLOCK AVE
    • HIGH MATLOCK ROAD
    • HILL CLOSE
    • HOLME OAK WAY
    • LEAWOOD PLACE
    • LITTLE MATLOCK GARDENS
    • LITTLE MATLOCK WAY
    • MARCHWOOD AVENUE
    • MARCHWOOD DRIVE
    • MARCHWOOD ROAD
    • MATLOCK GARDENS
    • MILLWOOD VIEW
    • OAK APPLE WALK
    • POND ROAD
    • RED OAK LANE
    • RIBER CLOSE
    • ROBIN HOOD CHASE
    • SCARLETT OAK MEADOWS
    • WEBBS AVENUE

    If you are in Zones 1 and 2, and do not have gas, if you can possibly stay in to await a visit from us, that will really help today. We do need access to your property to restore your supply. It is more than just turning on your gas; we’ll also check everything is working as it should, such as your boiler and appliances.

    Please remember to keep safe and ALWAYS ask to see the ID of the engineer who knocks on your door. 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.

    For residents in Hillsborough/Malin Bridge area

    Due to the sheer volume of water in the gas network, we expect to start getting properties back on gas by Saturday, but we’re working hard to do this before if it’s possible. We will be visiting all properties in this area today to carry out welfare checks. Don’t worry if we miss you, we’ll leave a card if you’re not in.

    We’ve seen over 750,000 litres of water removed in the last few days across a four-mile area. It’s this extraordinary volume of water that is preventing us from getting homes and businesses back on gas as quickly as we’d want to.

    To help these efforts, we have supplied an extra 100 pumps to remove water from the internal pipework in many properties and so far, replaced 300 meters.

    We’d also like to remind you about the following information:

    👍 For your own safety, please DO NOT attempt to turn your own gas back on. Please wait for an engineer to visit your home.

    👍 Please also make sure you check ID before you let any anyone into your home.

    👍 Please follow advice from Northern Powergrid about electricity usage to avoid power outages in the area.

    Once again, we’d like to thank you for your continued resilience and support. You’ve been incredible, kind and understanding. Our engineers and partners are working around the clock to get you back on gas as quickly as we can. We know the weather is very cold but please be reassured we are doing everything we can in these challenging circumstances.

    What we’ve been doing

    Today has been another busy, but productive day in our bid to get as many homes as possible back on gas. We have managed to reconnect over 200 homes today and the good news is that this number is rising.

    We know that it’s cold outside and being off gas is hard and frustrating. Some homes will be without gas for another few nights but please reassured that we are working around the clock to restore supplies quickly but, most importantly, safely.

    You’ll see our engineers working inside and outside of your homes until 11pm tonight as we continue to pump water out of the system, clear pipework and do the necessary safety checks to get you back on gas and back to normal.

    Getting you back on gas

    In Zone 5 - Hillsborough, Malin Bridge, it’s been a particularly busy time as we’ve pumped a further 45,000 litres of water out of the pipes in this area alone. There is still a lot of water in this area. With the extra water tankers, we hope this will help remove the water and enable us to get you back on gas quicker.

    We’ve pumped over 650,000 litres from all zones so far. This pumping is ongoing as we battle to get the water out and gas back into our pipes.

    Engineer access

    Thank you to everyone who has contacted us after we’ve left a “While you were out” card to say our engineers need to gain access to your property. We are making the rounds and will get back to you as soon as we can.

    Keeping you safe on the doorstep

    Before you let anyone into your home, please remember you need to know who they are. 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.

    Use of electricity

    We know it's cold, but can we ask that you do not use multiple heaters at this time. Heat one room and follow the advice from Northern Powergrid. They are trying to protect the electricity network, so people are not without gas and electricity at the same time.

    Thank you

    We’re making progress and we can’t thank you enough for your patience. Once again, a huge thank you from our teams on site. Wrap up warm, keep safe and we will get your gas back on as soon as we are able to do so.

    We want to thank everyone for being available for our engineers to come into your properties in zone 2 yesterday to help to restore your gas supplies. Overnight our engineers have made positive progress to restore more gas supplies in zone 2 and this work is ongoing today and in zone 1. Last night we also managed to pump out another 16,000 litres of water from zone 5.

    We know this is a very challenging time to be without gas and we’re doing everything we can to get your community back on gas as soon as we can. Our work to rid the network of water and resume gas supplies continues today. You will see over 100 Cadent engineers in area all working hard around the clock to get you back on gas. You’ll also see British Gas engineers who are helping us to do safety checks, fix any appliances that have been water damaged and to get you back on gas.

    For your own safety, please do not attempt to turn your own gas back on.

    We resumed knocking on doors to do safety checks, restore gas and to check on the most vulnerable residents from 8:00 this morning and we’ll do so until 11pm tonight. Please remember to check for official identification of everyone that comes to the door before letting them into your homes.

    Keeping you informed

    We want to make sure that everyone remains safe and well and we’re helping customers in vulnerable situations, including those who are on the Priority Services Register. If you need extra help or you know someone who needs additional support, please let us know straight away on 0800 917 9598. We’re unable to respond to individual messages posted within threads in local community group messages. If you would like to send us a Facebook message, then please use our official channel. We also have a dedicated phone number 0800 917 9598 or you can visit our team at our onsite customer centre at The Lomas Hall, Church St, Stannington, Sheffield S6 6DB.

    Thank you for your patience and for the support and cooperation you are providing to our engineers

    Today our incident team has continued to work hard to get residents back on gas. We’re pleased to report that we’ve removed a further 200,000 litres of water today and managed to get a quarter of affected residents back on gas.

    The good news for residents in Zone 2 is that we hope to get the following streets back on gas, so please allow our engineers’ access to carry out this work.

    • ASHURST DRIVE
    • ASHURST ROAD
    • MARCHWOOD AVENUE
    • MARCHWOOD DRIVE
    • MARCHWOOD ROAD
    • MYERS GROVE LANE
    • STANNINGTON GLEN
    • WOOD LANE CLOSE
    • WOODFARM DRIVE

    The updated zones have been added to our “Affected Areas” tab.

    Checking ID cards

    Our engineers will continue to ask for access to your homes to carry out work until 11pm this evening and then resume at 8am so we don’t disturb you while you get some sleep. Our teams, however, will continue to work through the night completing essential gas restorations. Please don’t forget to stay safe and check the engineers ID cards before allowing them into your homes.

    Tomorrow we will concentrate our efforts on removing water in Zone 1 and we plan to start restoring gas supplies, we think that restoring gas will take us a couple of days. Please bear with us while we work around the clock to make this happen.

    DO NOT turn on the gas yourselves

    When the time is right and it’s safe to do so, our engineers will come and turn your gas back on. Please DO NOT try to turn your own gas supply back on. There will be a number of essential jobs that the engineer will need to do for you, such as pumping water out of the gas mains and also the smaller pipes within your property. We will also check your gas meter, and if necessary, your gas appliances too. If all safety checks go well, only then can we turn your gas back on.

    Meter damage

    In a few circumstances, we know water may have gone past the gas meter. If this is the case, we will have Gas Safe engineers look at your gas appliances and fix or repair them for you. Once this has been done and the safety checks have been completed, we’ll be able to safely restore your gas supply.

    Working together

    We’re working hard and working together to get your gas back on. We have more than 100 engineers on site, and working with Northern Powergrid, British Gas, The Red Cross, Sheffield Council and Yorkshire Water.

    Thank you for your continued patience, understanding and for being helpful and kind to our engineers.

    This is an urgent message about your electricity supply

    The good news for residents in Zone 2 is that we hope to get the following streets back on gas, so please allow our engineers’ access to carry out this work.

    • Acorn Hill
    • Darley Grove
    • Furness Close
    • High Matlock Road
    • Riber Close
    • Webb Avenue

    We will not be giving out any further electrical appliances due to the risk to Northern Powergrid's electrical network.

    Please use your electricity supply carefully. Do not heat more than one room at a time and do not use more than one heater at a time.

    Thank you for your support.

    A big thank you

    Thank you to everyone who has been helping in Stannington to Hillsborough (approximately 1,500-2,000 properties) whilst we pump out water from our gas pipes. A special thanks to Sheffield Council, the Red Cross, Northern Powergrid, Yorkshire Water and British Gas who have been on site helping us to get the gas back on.

    What we're doing today?

    We have over 100 engineers on site today, pumping water out, visiting customers in vulnerable situations, checking gas supplies, and switching some homes back on gas.

    Impact on the electricity network

    We want to make sure you are not without gas and electricity at the same time, so your help would be appreciated. We understand how challenging the current situation is but at this time the electricity network is at risk of overloading because of large appliances being used. Northern Powergrid are continuing to monitor the load on the network and have ask that any heaters that are not required are switched off, this will avoid the risk of a power outage in the area. If we have already given you alternative cooking and heating facilities, we can't give out any more due to the impact on the electricity network.

    Gas supplies

    We do have a mixture of properties off gas, on gas and with poor pressures. Some properties are on gas, but their neighbours aren't. This is due to the topography of the land and the gas network. We are working hard to get as many properties as possible back on today, but it could be a few more days for the majority of properties.

    Getting in contact with us

    We know this is a very challenging time to be without gas and we’re doing everything we can to get your community back on gas as soon as we can. Our focus is those customers in vulnerable situations, including those who are on the Priority Services Register. If you need extra help or you know someone who needs additional support, please let us know straight away on 0800 917 9598.

    We’re unable to respond to individual messages posted within threads in local community group messages. If you would like to send us a Facebook message, then please use our official channel. We also have a dedicated phone number 0800 917 9598 or you can visit our team at our onsite customer centre at The Lomas Hall, Church St, Stannington, Sheffield S6 6DB.

    Thank you for your continued support and patience during this incident.

    This evening we will continue knocking on doors and pumping out water until 11pm. With the extra water tankers we brought in, we've pumped more than 400,000 litres of water out of the gas network and there's still more water to pump out. This is a huge challenge, and we will continue to visit properties in the morning.

    We’re working closely with our colleagues at Northern Powergrid. We want to make sure you are not without gas and electricity at the same time, so your help would be appreciated. We understand how challenging the current situation is but at this time the electricity network is at risk of overloading because of extra appliances being used.

    Please try and use your electricity when you really need it and don’t use too many items all at the same time. Remember to turn lights off when you’re not using them or when you leave a room. Please don’t leave computers, games consoles or TVs on standby. Northern Powergrid are continuing to monitor the load on the network and have ask that any heaters that are not required are switched off, this will avoid the risk of a power outage in the area.

    Thank you for your continued support whilst we work together to get gas back into your community as soon as we can.

    Our incident team has reported back this afternoon to say that we are making good progress.

    The latest is that we continue to extract large volumes of water from a section of our network that we now estimate to be four miles long. This takes in the bulk of Stannington, and into Hillsborough, and other areas.

    In some areas, we are nearing a point where we can potentially start to reintroduce gas to the pipes. This involves putting a small number of homes back on gas. This does not mean the start of putting everyone on gas. So, if you hear from a neighbour or on social media that gas is back on in a certain area or street, please don’t assume that means we are ready to start putting you back on gas.

    Such is the complexity of the underground gas network, it can mean we are able to reintroduce gas to one house, or several, but not their neighbours, or the next street along. We are going to do our best to keep you updated on when gas is ready to be reintroduced to your area.

    It’s important we make sure that everything is safely resolved and this is likely to take several more days for many of you. We know you just want this to end and we are working very hard, 24/7, to do this as quickly as we possibly can. We keep saying it, but we do mean it – your patience and understanding is incredible. Thank you.

    We will have a large presence, day and night, in the area for as long as this takes. When we are ready to start reintroducing gas to your local area, we will tell you via these updates. It will be done in a phased way – and we know we need to be clearer about which phase / zone you will be in. It’s a point well-made and being acted on. We are working on a user-friendly solution and an update will follow soon.

    New phone number for this incident

    We now have a dedicated phone line for this incident. It is 0800 917 9598. If you can’t find the answers to your questions on these pages, ring that number or visit our team in person at our customer centre at The Lomas Hall (Church Street, Stannington, S6 6DB).

    Do you still need to stay in?

    Many of you have asked about whether you need to stay in, for when we are ready to turn your gas back on. It would help if you could, but it’s clearly not realistic to expect you to do that continuously. Please rest assured that when we are ready to turn your gas back on, our engineers will make many return visits, if we are unable to catch you in first time. We will keep doing that for as long as it takes.

    Just to be clear,we will need access to your house to restore your supply – this is so that we can check everything is working safely, inside your home, as well as outside. Please DO NOT try to turn your own supply back on. It is not safe to do that. One of our engineers (and please do ask to see and check their ID) will carry out a range of safety checks on your boiler and appliances.

    As part of the ongoing process, we are still identifying which areas have been affected by the water in the gas network. We also have a small number of affected properties that we need to isolate to ensure their gas meters and appliances are turned off safely.

    The priority is to support every customer affected from a safety and welfare perspective, and to prioritise our resources for those who are the most vulnerable.

    As we start to supply gas again to properties, you will be visited by an appropriate Gas Safe engineer, who will be carrying ID with them. Please ask to see the ID before allowing anyone into your home.

    There will be a requirement for those properties impacted with water that’s passed beyond the gas meter and into your gas appliances for a more in-depth assessment to take place. At that point, we will advise you of what further actions need to be taken, and we will support these specific customers to a satisfactory resolution.

    If however, you are confident that the water has damage your internal gas appliances, you are more than welcome to speed up the process and approach your own insurance provider, who will look to claim damages back from the relevant party. (Further details will follow at the end of the incident.)

    We thank you for your continued patience, and wish to assure you that we are making every effort to resolve this issue for you as safely and as quickly as possible.

    Tom Ballard, incident controller explains the challenges we are facing restoring gas to the homes and businesses of Stannington and Hillsborough. Click here to watch the video.

    A little reminder for residents not to use too much electricity. We are working with Northern Power Grid to monitor the electricity system to ensure it is not overloaded. We don’t want residents to be without gas and electricity. Our advice is to heat one room and not to use too many electricity appliances at one time.

    We are already onsite this morning continuing to pump water out of the mains from Stannington to Hillsborough. Our aim is to start getting gas supplies back on today and throughout the next few days.

    We are continuing to pump water out of the gas pipes from Stannington to Hillsborough, over three miles from one end to the other. This evening it was confirmed that over 200,000 litres of water has been pumped out of our gas network throughout the whole area.

    Visiting homes- If you have your lights on, we will knock on your door if necessary to do the safety checks, but if your lights are off, we won’t disturb you this evening. We will stop knocking on doors after 11pm this evening and we will stop pumping water with the tankers at 11pm too, due to the noise they can make.

    Tomorrow we are bringing more tankers to the area, so we should have five tankers pumping water out of the gas network. We will have syphon points across Stannington and Hillsborough.

    A little reminder please for residents not to use too much electricity. We are working with Northern Power Grid to monitor the electricity system to ensure it is not overloaded. We don’t want residents to be without gas and electricity. Our advice is to heat one room and don’t use too many electricity appliances at the same time.

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

    We can’t thank you enough for your patience whilst we pump the water out of the gas network and try to get you back on gas as soon as possible.

    We have already pumped out over 100,000 litres of water from Zone 1 today but the water keeps on flowing. We are also pumping water out of Zone 2 and 3 too. It is hoped that we might be able to get a few homes in either Zone 2 or 3 back on gas tonight, but realistically it is more likely to be tomorrow.

    We are truly sorry that the majority of homes and businesses will be without gas for another night. This is a complex incident due to the amount of water in the gas pipes; the geography and hilly terrain of the impacted area, and the fact the water is still moving around the network.

    We now have over 100 engineers on site, repairing gas pipes, pumping out water, visiting properties and checking in on the most vulnerable. We will be working around the clock to get this resolved as quickly as possible, however we have to do this safely, so please bear with us. We do appreciate that it’s winter and that you’re unable to heat your homes at the moment. Once we turn your gas supplies back on we want to ensure they stay on and that means getting all of the water out of the gas network. Our engineers will stop knocking on doors around 11pm as we know people don’t like to be disturbed too late into the evening.

    Residents in Hillsborough have not been forgotten we’ve had a number of reports and we have engineers in the area visiting homes. But if you haven’t already reported it, had a visit and you are still without gas, please visit The Lomas Hall, Church St, Stannington, Sheffield S6 6DB or call us on 0800 111 999.

    We know you have questions about compensation, please see the FAQ tab where you can find all the details.

    Some residents have also been asking about flooded gas meters and gas appliances and we should be in a position to give further details about this tomorrow morning.

    Once again a huge thank you from the team. Wrap up warm, keep safe and we will get your gas back on as soon as it is safe to do so.

    Check out the latest update video from Head of Customer Operations, Tom Ballard.

    To watch video Click here

    Good news, we’ve been pumping the water out of the gas network since lunchtime today. This will take time depending on the amount of water in our network.

    We will try to keep you updated on which streets are in which phase. This way you will know if your gas will be back on today, tomorrow or the next day.

    Just to clarify, we have not started to turn gas back on to residents yet. We do know that some residents do have gas or may have had poor gas pressures. Strangely, some properties may not have gas but their neighbour have and haven’t been impacted. This could simply be because of the configuration of the gas network and that you are fed off one gas pipe and your neighbour from another.

    We have updated the tab on our website of affected streets. Phase 1 is where we are focussing our efforts, as these people have no gas. Phase 2 and 3 streets will follow.

    If you are out and we missed you, don’t worry, we will continue to visit every property multiple times until we can get your gas back on.

    Good afternoon. You will have seen that our teams have resumed knocking on doors, to complete the essential phase of isolating gas supply at every property. We made good progress yesterday, visiting and isolating supply at the majority of properties known to be impacted by this incident.

    Our priority right now is to get access to those remaining properties. It will really help if you can stay in today, if you are impacted and we have not been able to gain entry to your property as yet. We are making return visits now to all properties where we had no access so far.

    We are also prioritising those customers we know need extra support and help, because of their personal circumstances. Don’t forget if you have specific needs and need that extra support, you can also phone us on 0800 111 999*. We will support everyone though, one way or another, and we will keep updating you both here and in person, via our customer teams who are in the area today.

    The plan for today

    As well as getting into those remaining homes where we need to isolate supply, we are pumping water out of the gas mains, at various points. This began last night. Experience of previous incidents tells us this will take time, as there will be a lot of water in all the pipes.

    At this stage, we are hopeful that we can begin to restore supply within some impacted streets today but, so that we manage expectations, this very much depends on us getting all the water out. This unfortunately means that, if we do manage to restore some supplies today, it won’t be everyone. Restoring supplies will be done in a phased, controlled way – and only at properties where we know the water is all out.

    Please keep checking here for updates. Yes, we will need to access your property again to restore your supply. This is NOT something you can do yourself. We need to make sure it’s done safely, by one of our engineers, who will also check your boiler and appliances are working as they should be. If they aren’t working as they should, we’re making arrangements for the right agencies to be available to rectify that, quickly.

    In answer to some of your other overnight questions How long is this going to take?

    We know it’s very challenging for you not to have gas and we have a large presence in the area again today. If all goes well today, we may be in a position to begin restoring some supplies, but not everywhere. This is going to continue – for some of you – beyond today. We hope that during today we’ll be able to share more information on which impacted areas / streets we expect will be clear of water first and therefore we can restore gas to first.

    Priority Service Register

    Working with a number of different agencies, we have a list of people we know need extra care and attention right now – people on the Priority Services Register, for example. If you need any extra support, please do get in touch with us. Our team is back today at The Lomas Hall. You can find more information about the Priority Services Register Click here. If you are eligible, we would very much encourage you to sign up.

    Again, thank you for your patience and understanding. Everyone wants to help you in any way we can.

    We appreciate it is frustrating to be without your gas at the moment. We are doing everything we can. We now have engineers from across South Yorkshire, the East Midlands and the North West, coming to Stannington to help get your gas back on as quickly as possible.

    At the moment we are still knocking on people’s doors to safely switch them off in the impacted area. We will continue to do so until 11pm this evening. We know people don’t really want to be disturbed after that. Don’t worry, we will be back at 7am continuing to safely switch off your appliances and at the gas meter.

    If you know of a customer in a vulnerable situation or are vulnerable yourself and we haven’t visited you yet, please call us on 0800 111 999 and we will get an engineer out to you this evening.

    Our focus tomorrow, will be to switch off the remaining properties. Once this is complete we will start to pump water out of the gas pipes. We will do this in a phased manner.

    We do appreciate your patience, please do bear with us. We know this will take a few days before everyone’s gas supplies will be restored.

    There have been a number of questions being asked about the incident in Stannington and I just wanted to give you all some clarity.

    Will the schools be closed on Monday?

    We will make a decision tomorrow. That is up to the headteachers to decide. It will depend upon whether the school has a gas supply and whether it has been impacted. What the gas is used for, heating and/or cooking. The headteacher will make an assessment of the situation and inform you as they would normally.

    Are you providing alternative cooking and heating facilities?

    Essentially no. Our priority is to look after the people on the Priority Service Register first and working with the local council those on their list of the most vulnerable customers. This includes chronically ill people, very elderly people who cannot manage and those with very young children.

    Should I visit The Lomas Hall?

    We understand the need for information and wishing to get your gas supply back on quickly. Please bear with us. Unless it is critical or you have an absolute burning question, you are better off getting your information from Cadent’s website www.cadentgas.com/Sheffield We are also posting on the local Facebook sites too. We know it’s raining too so if it is urgent, pick up the phone and call us on 0800 111 999.

    Map of the area is an indication only

    Google Map

    Our engineers are visiting all the properties in the Stannington area, assessing the situation and finding out the extent of where the water has reached in our gas network.

    We have brought in extra engineers from across the South Yorkshire and East Midlands area to help with the removal of water and to visit every home and business impacted. Please bear with us, as this will take time.

    Our priority is for the most vulnerable customers, those who need extra help through this incident. We are working with the local council to do this, as well as working from our list of people on the Priority Services Register too. If you or someone you know needs extra help please call us on 0800 111 999*.

    We do need you to be in.Our engineers will be visiting each property to assess whether you have no gas, poor gas pressures, water in your gas appliances or gas in your gas meter only. Knowing this, will help us know what will need to be done later, to get your gas supplies back on gas. (Only switch off your gas appliances and at the gas meter yourself if you are advised to do so by the national gas emergency service call handler or a Cadent engineer. We don't want people who have gas switching off gas unnecassarily.)

    Please DO NOT over use your electricity too. Heat just one room and wear extra layers. We don't want the over use of electricity to impact electricity supplies too. We are working with the local electricity company too.

    We have to ensure all gas supplies, in the impacted area, are safely switched off before we can start pumping water out of the gas pipes. This will take time.

    Once this has been completed, we can start pumping water out of our gas pipes. this will take some time but we are doing everything we can to get this sorted as quickly as possible.

    We will keep you updated as much as possible throughout the weekend.

    We have mobilised engineers to the Stannington (S6) area of Sheffield after water flooded into the local gas pipes.

    You may know there was a burst water main and we have lots of water within the local gas network.

    While the water leak has now been stopped, there is a large volume of water in our pipes. This unfortunately means some homes are without gas.

    Our teams arrived in the area late last night to begin what is going to be a big task to remove all this water from the gas mains.

    We must remove every drop from the outside gas mains, as well as the pipes that go into each property, gas meters, boilers and appliances.

    This is both for safety and to remove risk of gas going off again due to water blocking the flow.

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

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

    Important information about turning off supply at your property

    Please DO NOT attempt to do this yourself. (Unless advised by our gas emergency number call handler.)

    Our engineers must do this and they are already going door-to-door. We will need access to your property, so if you are able to stay in today that would be a major help (or, if you need to go out, perhaps leave a key with a neighbour?).

    We do need to ensure people who don't need to switch their gas supply off, don't turn it off unnecessarily.

    Helping you keep warm and to have access hot food

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

    If you need extra help or you know someone who really needs that little bit more help please contact us on 0800 111 999.

    We will liaise with the local authority as we make plans for longer term options.

    If you smell gas – call 0800 111 999 immediately

    If you smell gas, call the national gas emergency number of 0800 111 999 immediately. Do not delay calling. All calls to this number are recorded and may be monitored.

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

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    We try to capture every street affected, however if your street is not listed and you are without gas please call us straight away on 0800 917 9598.

    Map-Sheffield-S6-zones-750px.jpg


    Zone 1Zone 2Zone 3Zone 4Zone 5
    ACORN DRIVEANVIL CLOSEBARTLETT CLOSEBARLOW DRIVEBALL ROAD
    ACORN HILLASHURST CLOSECENTURY CHASEBARLOW ROADBEECHWOOD ROAD
    ALBANUS CROFTASHURST DRIVECHURCH STREETBUTLER ROADBRADFIELD ROAD
    ALBANUS RIDGEASHURST PLACECOLBY PLACECARLBY ROADCAPEL STREET
    BANKFIELD LANEASHURST ROADFAIRBARN CLOSECHAPMAN CLOSECOTTAM STREET
    CASSINI DRIVEDARLEY GROVEFAIRBARN DRIVEDEER PARK ROADGROVE SQUARE
    CLARK GROVEDEER PARK CLOSEFAIRBARN PLACEFAIRBARN ROADHADEN STREET
    CLIFF ROADDEER PARK PLACEFAIRBARN ROADGOODISON CRESCENTHILLSBOROUGH PLACE
    CROFT ROADDEER PARK ROADFAIRBARN WAYGOODISON RISEHILLSBOROUGH ROAD
    DURMAST GROVEDEER PARK VIEWHALL PARK HEADHOLLINS CLOSEHOBSON AVENUE
    FALLON ROADDEER PARK WAYHALL PARK HILLHOLLINS DRIVEHOLME CLOSE
    FLASK VIEWGREAVES LANEHALL PARK MOUNTHOLLINS LANEHOLME LANE
    FRIAR CLOSEHIGH MATLOCK AVENUELAXEY ROADIVANHOE ROADLOWTHER ROAD
    FURNESS CLOSELEAWOOD PLACELIBERTY CLOSELOW ROADLOXLEY NEW ROAD
    GILL CROFTLITTLE MATLOCK WAYLIBERTY DRIVEMALIN ROADOAKLAND ROAD
    GILL MEADOWSMARCHWOOD AVENUELIBERTY HILLMIDDLE LANEOWLERTON GREEN
    GOLDEN OAK DELLMARCHWOOD DRIVELIBERTY PLACEMYERS GROVE LANEPENISTONE ROAD
    GREAVES CLOSEMARCHWOOD ROADLIBERTY ROADNELSON ROADRAWSON STREET
    GREAVES LANEMATLOCK GARDENSLONG LANEOAKWOOD DRIVERIVELIN BANK
    HANMOOR ROADMYERS GROVE LANENETHERGATEPARK ROADRIVELIN VALLEY ROAD
    HIGH MATLOCK ROADRIBER CLOSEOLDFIELD ROADRIVELIN PARK CRESCENTSEDGLEY ROAD
    HIGHFIELD RISESTANNINGTON GLENONCHAN ROADRIVELIN PARK DRIVESLACK LANE
    HILL CLOSESTANNINGTON ROADPARKSIDE LANERIVELIN PARK ROADWALKLEY LANE
    HOLME OAK WAYWEBBS AVENUEREYNARD LANEROSCOE BANKWATERSMEET ROAD
    KNOWLE CLOSEWOOD LANERIGGS HIGH ROADROSCOE DRIVEWOOD ROAD
    LITTLE MATLOCK GARDENSWOOD LANE CLOSERIGGS LOW ROADROSCOE MOUNT 
    LOMAS CLOSEWOODFARM AVENUERIVELIN GLENROSCOE VIEW 
    LOMAS LEAWOODFARM CLOSERIVELIN VALLEY ROADSPOONHILL ROAD 
    MILLWOOD VIEWWOODFARM DRIVEROSCOE BANKSTANNINGTON RISE 
    MOORLAND PLACEWOODFARM PLACEROSCOE MOUNTSTANNINGTON ROAD 
    NOOK END SCHOOL LANESTANWOOD AVENUE 
    NOOK LANE STANNINGTON ROADSTANWOOD CRESCENT 
    OAK APPLE WALK STOPES ROADSTANWOOD DRIVE 
    POND CLOSE UPPERGATE ROADSTANWOOD MEWS 
    POND ROAD WELL GREEN ROAD  
    RED OAK LANE STANWOOD ROAD  
    RIGGS LOW ROAD UNDERCLIFFE ROAD  
    ROBIN HOOD CHASE WELLINGTON ROAD  
    SCARLETT OAK MEADOW WOOD LANE  
    SHELDON LANE WOODEND CLOSE  
    SPOON GLADE WOODEND DRIVE  
    SPOON MEWS    
    SPOON OAK LEA    
    SPOON WAY    
    SPOUT COPSE    
    SPOUT LANE    
    SPOUT SPINNEY    
    STANNINGTON ROAD    

    We will be writing to everyone who has been without gas no matter for how many days or whether you have been off and on gas, explaining how we will make our payments to you, for not being able to provide gas to your home or business.


    Yes. We will be paying double the usual licence payment amount of £65 to £130, for those households off gas. Regardless of how many days you have been off gas, this will be an automatic payment for seven days, a total of £910. For commercial properties, the usual payment of £105 will be doubled to £210, and an automatic payment for seven days, a total of £1,470.

    Cadent usual statutory payments

    Cadent has a statutory obligation to pay compensation to anyone who is without gas for more than 24hrs after the first complete 24hr period. Everyone who lost gas will receive a letter regarding compensation for loss of gas. Householders are usually entitled to £65 for every 24 hours they were off gas while businesses entitled to £105 per 24 hours off gas.

    No, compensation for the loss of your gas supply will be paid directly to you, however, we will need you to contact us in order to gather the necessary information to make this payment to you. Details of how to do this are contained in the letter delivered to your property.

    No, we have decided to make this payment directly to you and not via your gas supplier.

    Don’t worry we will calculate how much compensation you are entitled to. Initially you will receive £910 and for every additional 24 hours you are off gas, you will receive a further £130, however, you should not need to contact us again.

    What happens if my gas has been on and then off again?

    No, however, if we have advised you to switch off your gas supply because of low gas pressure, you will be entitled to compensation for your loss of supply.

    No, not unless we have moved you into a hotel for safety reasons. In this case we would have arranged the accommodation and we would be paying the bill.

    Unfortunately, not, we would have provided hot plates for those in a vulnerable situation to enable you to cook. Northern Powergrid have been providing free food vans in the area to help cope with the electricity demand. The Local Authority and The British Red Cross have also been supporting those who have been unable to visit the onsite facilities in the area.

    We are doubling our usual compensation payments as a goodwill gesture for the entire community, we understand the huge impact this has had for everyone.

    We aim to deliver our letters from Tuesday 13 December by Cadent colleagues where possible.

    If you need to check the authenticity of the letter or the person delivering it, please call us on 0800 917 9598 (option 2) and provide your unique reference number and address at the top of your letter. Our team will be available Monday to Friday (8am-8pm) and Saturday to Sunday (8am-6pm).

    No, the letter is unique to the individual who pays the gas bill at each property. If you share this letter and the reference code that is unique to you, this could mean delays or problems with receiving your payment.

    We will aim to pay your compensation as fast as possible. Once you have contacted us with all your information, most payments should take up to three days to process.

    All the details about how to do this will be in the letter we have delivered to you.

    The gas bill payer needs to have the following information to hand:

    1. Unique Reference Number - at the top of the letter
    2. Address
    3. Contact telephone number
    4. Bank details; full name, account number and sort code
    5. If possible, please also have a copy of your gas bill

    If you don’t have access to our website, you can phone us on 0800 917 9598 and select option 2. We still require the same information as the online form. Our team will be available Monday to Friday (8am-8pm) and Saturday to Sunday (8am-6pm).


    If you are in a vulnerable situation, please speak to our Customer Team in person at The Lomas Hall, Church Street, Stannington.

    If you are on the Priority Services Register, and need additional support, we will continue to support you in person.

    We are experiencing a high number of calls in relation to this incident, so please bear with us whilst we support everyone in your community. Please don’t worry about your phone bill, this is a freephone number.


    My appliance has suffered water damage what do I do?

    If your appliance has been damaged due to the water ingress incident, you need to let us know so we can help you. Please call us on the dedicated customer incident line: 0800 917 9598.

    How will my faulty appliances be fixed?

    We’re working with a specialist company called Aspect who are working on our behalf to help you. They will be visiting properties who have already told us that their appliances have been affected by water damage due to this incident. Please remember to check the Aspect engineers’ ID before allowing them into your home.

    How can Aspect help to fix my appliance?

    There are a number of ways that Aspect will be able to help you:

    • to remove water from internal supplies as necessary, and restore the appliances into a working order
    • to carry out a fault diagnosis on appliances which have had water ingress, and where necessary, install new parts at no cost to you.
      • Please note some parts may need to be ordered and we can only repair or replace faulty appliances damaged by water during this incident.
    What happens if parts are not available for my appliances?

    Where parts are not available or it is not economically viable to repair the appliance Aspect will replace the appliance for one of a similar quality and style.

    How much will it cost for Aspect to visit and fix my appliance?

    There will be no cost to customers. They are working on our behalf to help get your appliance back up and working.

    My property has been visited by Aspect while I was out what should I do?

    The Aspect engineer will have left a calling card for you to contact them. Please call Aspect direct on this number to arrange a convenient time for them to visit and fix your appliance. Please remember to check the Aspect engineers’ ID before allowing them into your home.

    How do I claim for water damage and any other additional costs incurred?

    For water damage and additional costs incurred, fill out the form on Yorkshire Water’s website at https://www.yorkshirewater.com/stannington and the team will be in touch as soon as they can. For anyone who doesn’t have access to the internet, there’s also a dedicated phoneline on 0127 425 0555.

    With the current gas supply incident across the area, Cadent engineers may require access to your property (if you are a gas user) to facilitate the restoration of your gas supply.

    Before you let anyone into your home you need to know they are who they say they are, so you should always ask to see their identification card.

    When one of our engineers arrives at your door, they will always show you their Cadent identification card. To confirm they are who they claim to be you can call us on 0800 389 8000 to confirm their identity.

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

    This is a large-scale incident. Further instructions will be given when it is safe for gas supplies to be switched back on.

    This is a large-scale incident. Further instructions will be given when it is safe for gas supplies to be switched back on.

    It helps energy companies like Cadent look after customers who have extra communication, access or safety needs. It’s free and easy to join and gives extra support to those who need it.

    You can register yourself, or someone you think would benefit from being on the PSR.

    Find out more here 
    https://cadentgas.com/help-and-advice/priority-services-register

    This will depend upon how long you were without gas. Your entitlement is above.

    Carbon monoxide (CO) is a poisonous gas that is produced when fossil fuels - coal, wood, oil and gas, are burnt without adequate air ventilation.

    Carbon monoxide is:

    1. Colourless
    2. Odourless
    3. Tasteless

    The symptoms of carbon monoxide poisoning include:

    1. Headaches
    2. Nausea
    3. Tiredness
    4. Chest and/or stomach pains

    If you experience any of the above symptoms you should seek medical advice straight away.

    Check list to ensure you don’t suffer from carbon monoxide poisoning. Ensure:

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

    If appliances have not been serviced recently or have been deemed at risk, please call 0800 408 5500 to find a Gas Safe registered engineer in your area.

    If you are tenant in accommodation; tell your Landlord, who is responsible for ensuring appliances are safe to use and instructing a Gas Safe registered engineer to repair or maintain the gas appliances.

    Further information on carbon monoxide can be found at the following:

    https://cadentgas.com/suspect-carbon-monoxide

    www.gassaferegister.co.uk

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

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