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Customer Care Team
0800 040 7766

8 steps to getting connected

There are just eight simple steps to getting connected. The current waiting time for a gas connection is approximately 6 to 8 weeks from the date we receive payment and acceptance.

For the process in a glance watch our handy video guide.

1. Checklist

Before you begin the connection process please the look at checklist below. This will ensure you have everything to hand before you begin.

If you’re a domestic customer struggling financially, we might be able to help you get connected. We may also be able to get you funding for a new heating system. Find out more on our funding help page.

2. Apply

Once you have read through the relevant checklist you can either complete our online form or download a pdf copy.

Apply now

3. Acknowledgement and quote

You will receive an email with your unique reference number within two days.

You will then receive a quote for your work within:

  • 6 – 11 working days for domestic properties
  • 21 working days for commercial/industrial properties

Please note, each connection will be reviewed individually and may become exempt from the above timescales. For more information please see our Guide to Costs, and our Guaranteed Standards of Service.

4. Payment

If you are happy with the quote that you have been provided you can:

Pay online

  • Call us on 0800 040 7766 (option 2)
  • Write to us at Connections Team, 1100 Century Way, Thorpe Park Business Park, Colton, Leeds LS15 8TU
  • Pay by BACS

At this stage you must ensure that all consent/easement forms are filled in and returned to us. No work can be undertaken until these are received.

5. Pre-work checks

Once you’ve paid we’ll call you as soon as possible to arrange a suitable date to carry out the works – this can take up to 20 working days.

Please note, lead times vary due to restrictions in place by the local authority and scope of works required.

At this point you can also arrange for your meter to be fitted. For more information regarding meters, and meter suppliers, have a look at our useful information

6. Work starts

Before work starts we may drop off some safety equipment and/or mark up existing utilities underground where we’ll be working.

The time it takes to carry out the work will vary depending on the type of connection being carried out, but we’ll keep you up-to-date throughout the works on how we’re getting on.

Please feel free to ask any questions, we’re a friendly bunch.

7. Tidying up after ourselves

Once we have completed the connection our Reinstatement Team will come back within five working days to put things back to normal.

You can find out more about our reinstatement process in our Putting things back to normal leaflet.

You will also receive our Certificate of Guarantee that offers a two-year guarantee against defective materials and workmanship for the work we’ve completed.

8. Keeping you happy

We want to make sure that you’re happy from start to finish.

If you’d like to discuss any aspects of the work you can call your Connections Customer Advisor on 0800 040 7766 (option 2) or email:

Once we’ve completed our works you may be asked to fill in a survey, either from us or from our regulator Ofgem. All feedback helps us to improve our customer experience so even if you don’t receive a call or a survey, we’d still love to hear from you.

Useful information

Whatever you’re planning, here you’ll find some helpful guidance to make being connected to our supply as simple as it should be.


Connection Charges

Once you have read through the relevant checklist you can either complete our online form or download a pdf copy.

Get in touch

  • For information on how we use your details please read our Personal Data Privacy Notice