If you have a question following the recent incident in your area please call our dedicated Stannington, Malin Bridge and Hillsborough phone line on 0800 917 9598
We can support you with:
- No gas or poor gas pressure
- Faulty appliance
- Claiming compensation from Cadent
Please note we do not have a customer centre in the area all enquiries should go through our phone line and if required we will send someone to see you
If you smell gas any time day or night, call the national gas emergency number 0800 111 999.
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.
Will I get compensation for being without gas?
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.
Do I need to apply for compensation?
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.
Do I need to discuss this with my gas supplier?
No, we have decided to make this payment directly to you and not via your gas supplier.
What happens if I was off gas for more than seven days?
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?
Don’t worry, we will calculate how much compensation you are entitled to.
Will I get compensation for low gas pressure?
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.
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 takeaway meals or eating out?
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.
Why is my neighbour getting the same amount of compensation when I’ve been off gas for longer?
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.
I’ve received a letter through my door and I’m not sure it’s from Cadent
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).
Can I share this letter with my neighbours?
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.
When will I receive my compensation 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.
I am filling out the online form, what information do you need?
The gas bill payer needs to have the following information to hand:
- Unique Reference Number - at the top of the letter
- Address
- Contact telephone number
- Bank details; full name, account number and sort code
- If possible, please also have a copy of your gas bill
I don’t have online access; how can I contact you to receive my compensation?
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).
I am unable to use the online form or contact you by phone, how can I be supported with my compensation payment?
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.
I have been trying to get through on the phone and can’t speak to anyone?
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.
Faulty Appliances
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.
Water Damage
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 01274 250555
ID cards
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.
Can I make an appointment for an engineer to visit to switch my gas 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.
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:
1. Know the symptoms and signs
2. 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.
3. 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