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

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 continuing to prioritise work in line with UK government guidance while observing strict guidelines for safe distance working wherever possible.

The safety of our colleagues and customers is our highest priority and we have extra safety precautions in place to keep you safe and ensure that our workplaces are Covid secure.

As well as our critical services, which include responding to gas emergencies, carrying out emergency repairs and essential maintenance activities, we are carrying our work to upgrade our critical infrastructure, including planned work to modernise ageing metal gas mains, where the majority of the work can be carried out safely in the street.
Our Connections works have resumed where customers are comfortable for us to proceed, and are being carried out under UK government guidance for safe distance working.

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.

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 in self isolation because you are experiencing symptoms of Covid-19 (Coronavirus), or in close contact with someone who is?
  • Were you or anyone in your household previously shielding on NHS advice?
  • 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.

Please be assured that if you or someone in your household indicates any of the above, we will only request entry your property in order to ensure your safety.

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?

Keeping you and our customers and workforce safe is our priority and we have extra safety precautions in place at this challenging time.

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

To ensure we can continue to deliver the highest standards of service, and to protect our colleagues, customers and our communities we have developed a risk assessment process to ensure all of our worksites, including offices and depots, are Covid secure.

Working in customers’ homes

While the majority of our work will be carried out in the street, it is important that our engineers are allowed access to customers properties so that we can continue our safety critical work.

We will take every precaution to keep customers safe during our work and we will only request entry to a customer’s property in order to ensure your safety or the continuity of a safe gas supply, or if invited to at a customer’s request.

Our engineers will follow UK government health and safety advice and are practising social distancing wherever possible.  As a minimum, they will stay at least two metres away from any customers in the household.  They will wash their hands thoroughly before and after the visit, ask you to open doors and windows and ask you to remain in a separate room throughout our visit.

When working in the home of customers that were previously shielding on NHS advice, self-isolating because someone in the household is showing symptoms, or anyone in the household is over 70, pregnant or have a long term health condition our engineers will:

  • Make prior arrangements to avoid face to face contact with customers
  • Wear protective clothing including gloves, face mask, coveralls and safety goggles as a precaution
  • Ask that the people in the property stay in a separate room from the engineer
  • Ask you to open the windows in the room where the engineer will be working
  • Once our engineer has finished their work and leaves, they will remove their protective clothing and dispose of them safely and then thoroughly wash their hands before going to the next property

Working outside

If you see our engineers working in the street, please be assured that extra safety measures in place to enable safe working and our colleagues are fully briefed on the precautions they need to take.

Our engineers will follow UK government health and safety advice and adhere to safe hygiene practices, wear gloves and practise social distancing wherever possible.

Where possible, they will also work in fixed teams, to reduce the number of people that each colleague has contact with, and work side by side, rather than face to face, where they can.

Please ensure that you keep a safe two metre distance from our work sites while we’re carrying out our essential work.

To learn more about how we’re maintaining essential services during the Covid-19 outbreak, watch our short animation here.

Working in vehicles

Our engineers will travel separately wherever possible and work in fixed teams to reduce the number of people that each colleague has contact with, where they can.

Please be assured that we have extra safety measures in place to protect our colleagues and our engineers are following safe hygiene practices including hand washing, cleaning areas that are frequently touched, using gloves when refuelling vehicles and ensuring vehicles are well ventilated.

Working in the office

The majority of our office-based colleagues are continuing to work from home, but please be assured that this won’t affect our service.

Non-essential business travel has been suspended and face to face meetings and events have been replaced with video calls and webinars which is safer for our colleagues and kinder to the environment too.

For those colleagues that do need to work from the office, we have redesigned our office and depot spaces to ensure that social distancing can be maintained.

We have also introduced new measures to ensure safe hygiene practices and increased the frequency of professional cleaning across all of our locations.

We’re 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.

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 most in need.

Our colleagues will take every precaution to keep customers safe during our work including following UK government health and safety advice and wearing protective clothing when working in the home of a customer previously shielding on NHS advice, self-isolating due to someone in the household showing symptoms, or anyone in the household is over 70, pregnant or has a long term health condition.

We will only request entry to a customer’s property to ensure their safety.

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

We’re working closely with our local community partner organisations and have extended our paid volunteering policy so that colleagues can provide unlimited support to those that need help most.

We’re also continuing to offer additional tailored services and guidance to those people who may need additional support.  This includes delivering small parcels containing a few store cupboard basics, toilet roll, and a book of puzzles to fill any spare moments for those customers who may find it difficult to leave their home at this time.

Are you still carrying out gas connections work and meter moves?

Our Connections works have resumed where customers are comfortable for us to proceed, and are being carried out under UK government guidance for safe distance working

Every project will be subject to a full risk assessment and we will only carry out the work where it is possible to do so safely.

Please be aware that due to the current situation it may take longer than usual for us to resume our work.

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

Will you still come out to gas escapes or suspected carbon monoxide?

Yes.  We will ensure we are able to provide this service safely to our customers.  We want to assure customers that we will attend any gas escape and that we will make it safe, whether a person in that home has the Coronavirus or not.  Obviously, safety precautions will be taken to ensure our colleagues do not catch or spread the virus.

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

While the majority of the team are now working from home, you will be able to contact our Customer Care Team as usual from Monday – Friday between 8.30am and 6.30pm 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 call the team on on 0800 040 7766, option 2.

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.

 

Working Safely During Coronavirus

Our Covid Secure Promise

  • We will carry out a full risk assessment of all of our work sites before starting work and share the results with the people who work there
  • We are following cleaning, handwashing and hygiene procedures in line with Government guidance
  • We will practice social distancing, staying two metres apart from another person wherever possible
  • Where people can’t work two metres apart, we have extra safety precautions in place to manage any risk, including side by side working
  • Our engineers will wear personal protective clothing where appropriate
  • If you were previously shielding on NHS advice, self-isolating due to someone in the household showing symptoms, is over 70, pregnant or has a long-term health condition we will only request entry to your property if it is to ensure your safety and will avoid face to face contact
  • When working inside your home we will ask you to open doors and windows to ensure good ventilation, and stay in a separate room to our engineer