Read our Coronavirus update. Keeping you safe, warm and connected at this challenging time.

If you smell gas or are worried about gas safety, call 0800 111 999 at any time of the day or night. Read more

Press Office
0113 322 7950

Out of hours: 0113 322 7978

Stakeholder Relations Team

stakeholder@northerngas.co.uk

The safety of our customers and colleagues is our highest priority. We know people across Yorkshire, the North East and northern Cumbria rely on our services. So we’re doing everything we can to make sure we continue to meet the needs of the communities we serve at a challenging time for the UK.

There is no impact on the safe and reliable supply of gas to homes and businesses. We are focussed on keeping the gas flowing and our customers and colleagues safe.

In line with UK Government guidance we’re continuing to carry out our essential services while observing strict Government guidelines for safe distance working during the Coronavirus outbreak.

Our essential services include responding to gas emergencies, carrying out emergency repairs and critical maintenance activities, to ensure you continue to receive a safe and reliable gas supply.

To ensure we can continue to deliver the highest standards of service, and to protect our colleagues, customers and our communities, we are however, suspending the majority of our planned work programme until further notice.

If you smell gas, suspect carbon monoxide or experience low gas pressure, please call the National Gas Emergency Service on 0800 111 999 immediately.  The line is in operations 24 hours a day, 365 days a year.

Please be assured that we will only request entry to a customer’s property if it is absolutely necessary in order to ensure your safety or the continuity of a safe gas supply.

Before we visit we’ll ask you a few quick questions about your health:

  • Do you or anyone in your household have a confirmed case of Coronavirus?
  • Are you or anyone in your household experiencing symptoms of Covid-19 (Coronavirus), or in close contact with someone who is?
  • Are you or anyone in your household in self isolation?
  • Are you, or anyone in your household:
    • over 70
    • living with a long-term health condition
    • pregnant

Please don’t worry about these questions. We will still come and help you – but we want to keep you and our colleagues safe.

As the situation with Covid-19 evolves we’ll keep this web page updated with all the information you need.

Questions

What’s the impact of Covid-19 on Northern Gas Networks?

There is no impact on the safe and reliable supply of gas to homes and businesses across the North of England. We are monitoring the situation closely and taking precautions to look after our customers and colleagues alike. We are receiving regular updates from the UK Government, as well as public health organisations.

What precautions are you taking?

We’ve activated our Command and Control structure. Meeting daily and headed by our Leadership Team, the group is helping us respond to the challenges we face flexibly. The actions we’re currently taking include:

  • Preparing our essential functions including our Control Room, Dispatch and Emergency Response Teams. They’ll be working from multiple locations to make sure we can keep the gas flowing and respond to gas emergencies.
  • Looking after customers and colleagues by making sure our colleagues are fully briefed on the precautions they need to take. All of our colleagues are now working from home other than those in critical roles.
  • Making sensible decisions by suspending all non-essential business travel, meetings and events, working from home where possible and introducing additional cleaning across our buildings.
  • Working in partnership with other energy networks, Ofgem and Government so we are prepared as we can be. You can find out more about what energy networks are doing to keep customers and colleagues safe and how we’ll be keeping your energy flowing during Coronavirus here.
  • Working with our supply chain to make sure we have access to all the parts, and protective equipment we need

How are you keeping your customers and staff safe?

Keeping you and our customers and workforce safe is our priority. We are working closely with Government and public health bodies to make sure we work safely and in line with expert advice.

In line with the latest guidance we’re continuing to carry out our essential services while observing strict Government guidelines for safe distance working during the Coronavirus outbreak.

Our essential services include responding to gas emergencies, carrying out emergency repairs and critical maintenance activities, to ensure you continue to receive a safe and reliable gas supply.

To ensure we can continue to deliver the highest standards of service, and to protect our colleagues, customers and our communities, we are however, suspending the majority of our planned work programme until further notice.

Please be assured that we have done this without compromising the safety and reliability of your gas supply.

It is important that our engineers are allowed to access to customers properties so that we can continue our critical work.  We will take every precaution to keep customers safe during our work and our engineers will follow UK government health and safety advice and wear personal protective equipment where appropriate.

We will only request entry to a customer’s property if it is absolutely necessary in order to ensure your safety or the continuity of a safe gas supply.

Our engineers are practising social distancing wherever possible, and customers should stay in a separate room to where we are working where they can.  As a minimum, our engineers will stay at least two meters away from any customers in the household.

If you smell gas, suspect carbon dioxide or experience low gas pressure, call the National Gas Emergency Service on 0800 111 999, immediately. Please let the call operator know if you are also experiencing any symptoms of the Coronavirus so that our engineers can prepare accordingly.

Thank you for your continued support and cooperation. Working together we will make sure that we stay safe and continue to provide you with the best possible service.

What are you doing to support your most vulnerable customers?

The safety and wellbeing of our customers is of the upmost important to us, in particular those that are in vulnerable circumstances.

We’re working closely with our local community partner organisations to support the most vulnerable customers on our network.

We will continue to offer additional tailored services and guidance to those people who may need additional support while they are without a gas supply.

Our colleagues are taking all of the necessary precautions to protect our customers and themselves from the Coronavirus including following UK Government health and safety advice and wearing personal protective equipment where necessary.

If there is an indication of the possibility of Coronavirus in your household, you are in isolation, have been confirmed as having the virus, are over 70, pregnant or you have a long term health condition, we will:

  • Ask you to remain in a separate room throughout your visit
  • Ask you to open windows in the room in which our engineer will be working
  • Our engineer will wash their hands thoroughly before and after completing the task

Any customers with an existing underlying health condition should refer to the following link to establish if they are at high risk:  https://www.gov.uk/government/publications/covid-19-guidance-on-social-distancing-and-for-vulnerable-people/guidance-on-social-distancing-for-everyone-in-the-uk-and-protecting-older-people-and-vulnerable-adults

If you’re an ‘at risk’ person who has received a letter from the NHS advising you to take additional measures to protect yourself from COVID-19, then you should consider signing up for the Priority Services Register. This provides free additional services to customers in vulnerable circumstances if there is a power cut or you lose your gas supply unexpectedly. You can find out more about the Register by contacting your energy supplier, local electricity or gas distributor. Find out more here

Is it safe to postpone planned gas mains replacement work in my street?

To ensure we can continue to deliver the highest standards of service, and to protect our colleagues, customers and our communities, we have assessed our planned work programme and suspended the majority of our planned work until further notice.

Please be assured that we have done this without compromising the safety and reliability of your gas supply.

We are writing to all those customers affected to make them aware that we have temporarily postponed our work in their area and will be in touch once we are able to safely resume work as normal.

Can I still apply for a new gas connection?

You can apply for a new gas connection on our website or by contacting the Gas Connections Team at gasconnections@northerngas.co.uk

While we have suspended all non-essential operational work, the team will be able to provide you with a full quote where a site survey isn’t required.

Please be aware we will not then be able to plan in and undertake the actual gas connection work until our normal planned work programmes resume.

Our engineers will continue essential connections work for critical customers, such as hospitals, or where necessary to prevent customers being left without a gas supply.

What do I do if I need to contact Northern Gas Networks?

While the majority of the team at now working from home, you will be able to contact our Customer Care Team as usual from Monday – Friday between 9am and 5pm by calling 0800 040 7766, option 3. At all other times you can get in touch by emailing your details to customercare@northerngas.co.uk or via Twitter @NGNgas or Facebook/northerngasnetworks and we will get back to you.

If you need to contact our Connections team, please send an email with your details to gasconnections@northerngas.co.uk or speak to our Customer Care Team on 0800 040 7766, option 3 and they will arrange for a call back.

If you smell gas, suspect carbon monoxide or experience low gas pressure please call the National Gas Emergency Service immediately on 0800 111 999.