We know people across Yorkshire, the North East and northern Cumbria rely on our services and there is no impact on the safe and reliable supply of gas to homes and businesses.
The safety of our colleagues and customers continues to be our highest priority. While all of our work has now resumed, extra safety precautions remain in place to keep you safe while we continue to live with Covid-19.
Our engineers will continue to carry out safe distance working wherever possible and wear face coverings and gloves when working inside a customers’ property. Please let us know if you or a member of your household is self-isolating, before we visit, so that we can take the necessary precautions to keep everyone safe.
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 is anyone in your household in self isolation because you are experiencing symptoms of Covid-19 (Coronavirus)?
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, or a continued supply of gas.
We’ll continue to keep this web page updated with all the information you need as the situation with Covid-19 evolves.
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 continuing to monitor the situation closely and taking precautions to look after our customers and colleagues alike.
What precautions are you taking?
Keeping you and our customers and workforce safe is our priority and we have extra safety precautions in place while we continue to live with Covid-19.
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.
Our engineers will continue to carry out safe distance working wherever possible and will wear a face mask and gloves when working inside a customer’s property.
Working in customers’ homes
It is important that our engineers are allowed to access to customers properties so that we can carry out our work.
We will take every precaution to keep customers safe during our work and our engineers will continue to practice good hygiene and social distancing wherever possible.
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.
They will wear a face mask and gloves and will also ask the customer if they feel comfortable wearing a face covering while they are carrying out their visit.
When working in the home of customers that have tested positive for coronavirus or are self-isolating our engineers will:
- Make prior arrangements to avoid face to face contact with customers
- Wear full protective clothing including gloves, face mask, coveralls and safety goggles as a precaution
- Ask everyone in the property if they are comfortable wearing a mask or face covering until the engineer has completed their visit
- 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
If you see our engineers working in the street, please be assured that we have 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 adhere to safe hygiene practices 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.
We advise that you keep a safe two-metre distance from our work sites where possible while we’re carrying out our essential work.
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 for now, but please be assured that this won’t affect our service.
We’ve embraced the flexibility and efficiencies offered by digital ways of working and the majority of face to face meetings and events continue to be replaced with video calls and webinars, which are 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 and ensure that they feel comfortable during our work including wearing a face mask and gloves while working in a customers’ home.
The Priority Services Register provides free additional services to customers with additional needs 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 extra help. 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?
We are carrying out new gas connection projects and pipe alterations, although due to the current situation, lead times may take longer than usual.
Will you still come out to gas escapes or suspected carbon monoxide?
Yes. We have continued to provide this service safely to our customers throughout the pandemic and we will continue to attend any gas escape and make it safe, whether a person in that home has 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 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 firstname.lastname@example.org 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 email@example.com or speak to the team 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.