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.

Please let us know if you or a member of your household has a confirmed case of Covid-19 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 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.

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 continuing to monitor the situation closely and taking precautions to look after our customers and colleagues alike.

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 precautions to keep customers safe during our work and our engineers will continue to practice good hygiene.

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 also wear a face mask and gloves if requested to do so by the customer.

When working in the home of customers that have tested positive for coronavirus 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, if requested by the customer
• 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

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 if they request them to do so.

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

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

We are carrying out new gas connection projects and pipe alterations as normal.

You can apply for a new gas connection on our website or by contacting the Gas Connections Team at gasconnections@northerngas.co.uk or by phone at 0800 040 7766 option 2.

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

Yes.  We 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?

You are 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 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.