Support if you're off gas
Our gas network is 99.99% reliable. However, we’re here to support you in the extremely rare event of a disruption to your supply.
We’re upgrading thousands of miles of ageing metal gas pipes throughout the North of England, with more durable plastic versions to keep our local communities safe and warm for years to come.
Most upgrades are completed without switching off gas. However, some routine and essential work requires us to turn off gas supplies for a short time.
If this affects you, we’ll tell you at least 48 hours in advance and offer support throughout.
On the rare occasion that the gas goes off without notice, or you experience low pressure, call the National Gas Emergency Service immediately on 0800 111 999.
Our emergency engineers will respond quickly and make the situation safe.
Our responsibility to you
We’re regulated by Ofgem, and have a responsibility to offer Priority Service customers an alternative heating or cooking facilities within four hours of being notified about an interruption to your gas supply. This is eight hours if more than 250 properties are off gas. However, we’ll always endeavor to do this much sooner if we can.
If we fail to meet this, then you may be entitled to compensation. This payment will be processed automatically.
You’ll also be entitled to compensation if the gas supply to the network is off for a period of 24 hours or more. This payment will also be processed automatically and appear as a credit on your energy bill.
Need extra support?
The Priority Services Register (PSR) provides additional help for people who may need extra support in the event of an interruption to their gas supply.
Find out more about the PSR and how to register.