Common Questions
Q. Why are you doing this?
Q. Is the gas main safe?
Q. Will there be a charge for the work?
Q. Will there be holes all over the road?
Q. Will you use traffic lights?
Q. Will I be able to park on the street?
Q. Can I park on my drive?
Q. What if I’m expecting a delivery?
Q. Will the bins be collected?
Q. How long will my gas supply be off?
Q. What if I can’t manage without gas?
Q. What happens if I’m not in when you call?
Q. Why do you need to check my internal pipes and re-light my boiler?
Q. What happens if you find a problem with my appliances or internal pipes?
Q. What happens if you need to dig up my garden or drive?
Q. What if I refuse to let you on my property?
Q. Am I entitled to compensation?
Q. What if I’m not happy with your service?
1. Why are you doing this?
We own all the gas mains in the north of England. We have to make sure they are safe and work well. Like any equipment, gas pipes need to be replaced from time to time. We are gradually replacing all our older metal pipes with yellow plastic ones (polyethylene). This is a strong, flexible and durable material.
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2. Is the gas main safe?
Yes, perfectly. We don’t wait for the gas main to become dangerous before we replace it. However, we do prioritise pipes to work out which ones should be replaced first.
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3. Will there be a charge for the work?
No. There is no charge for any of the work we do. However, if we discover a fault on your interior pipes or appliances you may need to call out your own engineer and they will charge you for any work they do. Please see the answer to question 14 for more information about this.
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4. Will there be holes all over the road?
It’s impossible to lay new pipes without digging some holes. However we do try to dig as few as possible. If we can, we will push the new plastic pipes inside the old metal ones. Wherever we dig holes, our engineers use barriers, signs and cones – even traffic lights if necessary – for safety. Make sure you follow all these signs.
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5. Will you use traffic lights?
If the road is busy or particularly narrow we will probably have to use traffic lights. This is for your safety as well as that of our workforce. We take great care in positioning the lights and work closely with local highways officials at all times.
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6. Will I be able to park on the street?
Obviously, you can’t park where our engineers are digging. However we will try to keep as much parking available as possible.
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7. Can I park on my drive?
You should be able to use your drive as normal, unless we are working right outside your house. If we are we may have to ask you to park your car somewhere else for a while. If you need to park close to your home (for example because you have a disability), please speak to one of our engineers carrying out the work and they will try to help you.
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8. What if I’m expecting a delivery?
If you’re expecting a delivery speak to one of the workmen. If you run a business, one of our engineers will contact you before work starts to discuss the access you need and when you need it. If no-one has contacted you and you’re concerned please ring our customer service team.
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9. Will the bins be collected?
Bin collections should take place as normal. If necessary we will move dustbins to a single collection point clear of our work.
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10. How long will my gas supply be off?
Your supply will normally be turned off at around 8am and turned back on by the early evening of the same day. The latest time is normally about 9pm the same day. If we do not reconnect your gas within 24 hours, you are entitled to compensation – please see our Standards of Service.
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11. What if I can’t manage without gas?
If a member of your household is vulnerable because of their age or health, we may be able to give you some alternative heating and cooking equipment while your gas unavailable. If you need this sort of help please contact your gas supplier and ask them to add your address to the ‘priority services register’. You can find your gas supplier’s number at the top of your gas bill. Please consider whether your neighbours may need this help too. Alternatively please contact our customer service team.
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12. What happens if I’m not in when you call?
If you are going to be on holiday when we are working in your street please contact us so we can discuss other arrangements for getting in to your home to do the work. Otherwise we will do our best to make contact with you, but if we still cannot get in to your home we may have no alternative but to cut off your gas and there may be a charge if we need to return to connect you once we have left the area.
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13. Why do you need to check my internal pipes and re-light my boiler?
Before we can switch your gas back on, we need to make sure all your gas appliances are turned off and that your pipes are not leaking. This is an important safety check and we need to get in to your home to carry it out. We re-light your boiler so you can start using your heating and hot water straight away.
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14. What happens if you find a problem with my appliances or internal pipes?
If we cannot re-light your boiler, it may be faulty. You need to get it checked out before it can be switched back on. The same goes for other gas appliances and internal pipework. We are not allowed to carry out work on internal pipework or appliances inside your home. This work must be carried out by an CORGI engineer (Council for Registered Gas Installers). We will disconnect the appliance and give you a phone number to ring to help you find a CORGI engineer in your area. This may be inconvenient but we have to put your personal safety first at all times. You will be charged for this work.
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15. What happens if you need to dig up my garden or drive?
We will replace or re-seed turfed areas and flower beds if we disturb them (depending on the time of year). This might not take place until after we have left the site. If we dig up your drive we will repair it using similar materials to the original. If you have a block imprint drive we will use specialist contractors to match the colours and repair the surface. Unfortunately it is impossible to match it exactly. This is usually due to the age, weathering and general wear and tear of the original surface.
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16. What if I refuse to let you on my property?
We have no choice but to replace the gas mains in your street and some of the service pipes connecting homes to the main. This is a safety requirement and is agreed with the Health and Safety Executive. We will try to work with you but if you do not let us in to your home we may have to cut off your gas. We may charge you if we need to return to connect you if we have already left site.
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17. Am I entitled to compensation?
We work to a set of Standards of Service and pay fixed compensation payments if we fail to meet them. For more information see the separate section in this leaflet. If you run a business and you feel our work has a negative effect on your trade, you can apply for compensation. You must:
- be affected by work that has lasted at least 28 consecutive days; and
- be able to prove you lost trade because of the work.
Please contact us for a ‘Loss of Business Compensation Pack’.
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18. What if I’m not happy with your service?
We work to the highest possible standards and take complaints very seriously. Please contact our customer service team if you have any problems or complaints.
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