What has happened?

We have mobilised engineers to the Stannington and Hillsborough areas of Sheffield after water flooded into the local gas pipes. 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 or experiencing poor pressures.

For support or further information, please call our dedicated incident phone number 0800 917 9598.

Update - 18 April 2023

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.

Update - 18 March 2023

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

Yorkshire Water contact details: 
Telephone: 01274 250 555 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.  

6 January 2023


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. 

Contact us

For support or further information, please call us:

   0800 389 8000