If you have any questions regarding the incident in Park Street area of St Albans please call 0800 917 7160.
FAQs
Compensation
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 24 hours.
How much compensation will I receive?
Under Cadent’s Guaranteed Standards of Performance the following compensation arrangements apply:
- Properties used for domestic purposes only, will be entitled to £70 for every complete 24-hour period without gas up to the point at which we first visited the property to re-connect the supply.
- Properties used for non-domestic purposes only (e.g. factories), will be entitled to £115 for every complete 24 hour period without gas up to the point at which we first visited the property to re-connect the supply.
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.
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.
How does Cadent calculate how much compensation each property will receive?
Compensation is due for each full 24-hour period you were without gas for, so the start point will be the same for everyone. The clock stops when we were able to restore your supply to your gas meter and one of our engineers visited your property to complete this. If we were unable to access your property, we will still use this time. We keep a record of both gas off and gas on times to calculate how long you have been without gas.
Example only (not in relation to your gas interruption)
Monday at 10am gas supply was turned off. Wednesday at 5pm gas is available. Total hours off gas 55hrs (2 x 24 hours @ £70) = £140 compensation.
Can I claim for hotel accommodation?
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.
Can I claim for take-out meals or eating out?
Unfortunately not, we would have provided hot plates for the most vulnerable customers to enable them to cook on this if they had a gas cooker.
ID cards
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.
What about residents in vulnerable situations?
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 https://cadentgas.com/emergencies-safety/safeguarding/priority-services-register
Carbon Monoxide Poisoning
What are the key facts on Carbon Monoxide Poisoning?
- Carbon monoxide poisoning is preventable
- It can be FATAL
- And it often goes undetected
Three tips which could save your life:
- Know the symptoms and signs
- Ensure gas appliances are installed, maintained and fixed by a Gas Safe registered engineers only. Have your gas appliances checked annually by a Gas Safe registered engineer.
- As a backup, buy and install an audible carbon monoxide detector – it could save your life
What is Carbon Monoxide?
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:
- Colourless
- Odourless
- Tasteless
The symptoms of carbon monoxide poisoning include:
- Headaches
- Nausea
- Tiredness
- 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:
- Appliances have been installed correctly
- Appliances are in proper working order – boiler or fire flames should be blue not orange or flickering
- Appliances are checked for safety on an annual basis (For those in rented accommodation this is your landlord’s responsibility)
- You have a copy of the gas safety certificate for all appliances in your accommodation
- There is enough fresh air in a room
- Chimney or flue is not blocked
- 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/emergencies-safety/suspect-carbon-monoxide
www.gassaferegister.co.uk
www.nhs.uk/conditions/carbon-monoxide-poisoning/Pages/Introduction.aspx
Can I make an appointment for an engineer to visit to switch my gas back on?
Unfortunately not. We will usually visit an area at a time and we will publicise which areas we are in, but don’t worry. We will always visit at least three times to try to switch your gas supply on. If you are still not in on the third visit, we will leave details for you to contact us and we will send an engineer out.