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

Customer Care Team
0800 040 7766

customercare@northerngas.co.uk

Connections Team
0800 040 7766

gasconnections@northerngas.co.uk

Press Office
0113 322 7950

Out of hours: 0113 322 7978

Stakeholder Relations Team

stakeholder@northerngas.co.uk

Get in touch

Need to talk, raise an issue or visit us? You’ll find our contact details below.  On this page you can also read about our Standards of Service and find out how we compensate you when things occasionally go wrong.

Gas emergency?

Call the National Gas Emergency Service on 0800 111 999 immediately if you smell gas day or night.

If you are deaf or hearing impaired and have a Minicom or Textphone, you can call the gas emergency service on:
0800 371787

If you’re a user of British Sign Language (BSL) the SignLive service gives you access to an online interpreter enabling, you to communicate using sign language.

 

Need to talk?

Customer Care Team

Call 0800 040 7766 and press option 3

customercare@northerngas.co.uk

Connections Team

Call 0800 040 7766 and press option 2

gasconnections@northerngas.co.uk

Questions about us?

Press Office

Daytime (8.30am to 5pm): Call 0113 322 7950

Out of hours: Call 0113 322 7978

communications@northerngas.co.uk

Stakeholder Relations Team

stakeholder@northerngas.co.uk

Need to find out who your gas supplier is?

Call the Meter Number Helpline on 0870 608 1524
Calls cost 7p per minute plus your phone network operators access charge.

Visit the Find My Supplier website: www.findmysupplier.energy

Want to make a complaint?

Call 0800 040 7766 and press option 3

customercare@northerngas.co.uk

We’re committed to resolving customer issues quickly and courteously. If we can’t resolve the problem right away, we’ll keep you informed every step of the way until we do.

If you have suffered damage, injury or you feel the standards haven’t been met then our Customer Care Team is on hand to receive your complaints or enquiries about compensation. They will offer help and guidance in resolving any issues and all cases are handled individually.

You can download our full complaints procedure. The document describes the different stages that your complaint goes through, and provides sources of independent advice. It also contains details of how to escalate your complaint to the Energy Ombudsman, if you feel it has not been resolved satisfactorily.

There are a number of ways you can get in touch with NGN.

Call: 0800 040 7766 and press option 3
Email: customercare@northerngas.co.uk

Write to us:
Northern Gas Networks
Customer Care Team
1st Floor, 1 Emperor Way
Sunderland
SR3 3XR

Alternatively send us a message via our website using the online form below. All cases are handled individually.

Looking for compensation?

To make sure we deliver a great service to customers, our regulator, Ofgem, sets performance standards. These are known in the industry as Guaranteed Standards of Performance (GSOP).

If we fail to meet these standards, customers are entitled to compensation. You can find out more information about all this in our Standards of Service.

We work hard to ensure that we always deliver the very highest levels of customer service. However, if you feel we haven’t come up to scratch – from restoring your gas supply to providing you with a prompt quote for a new connection to our network – you may be entitled to compensation.  This could include compensation for damage to your property or personal injury where you think NGN may be responsible.

On the occasions when we fail to live up to our high standards, we make automatic compensation payments to our customers, with exception of two GSOP standards – Heating and cooking facilities for Priority Services customers (GSOP 3) and Providing advance notice of a planned supply interruption (GSOP 13).  Below we set out how to claim payment if we fail to meet these standards.

How to claim

Heating and cooking facilities for Priority Services customers (GSOP 3)

If the gas goes off we know the impact can be greater for customers in vulnerable circumstances.

That’s why we have an obligation to provide customers on the Priority Services Register with free heating and cooking facilities (where needed) within four hours, if the gas goes off unexpectedly.

How much are you owed? 
If you are a Priority Services Customer and we fail to get cooking and heating facilities to you within four hours, you are entitled to a payment of £24 – but we believe in doing the best for customers and pay double the regulatory amount which means £48 for you if we fail this standard.

How to claim
Please email us on customercare@northerngas.co.uk within three months of the gas interruption.

Providing advanced notice of a planned supply interruption (GSOP 13)
Sometimes we need to switch off the gas so we can carry out planned work safely – such as pipe replacements.

We recognise this can be inconvenient for customers, which is why we must give you at least five days advanced notice of an interruption to your supply. If we fail to do this, you are entitled to compensation.

How much are you owed? 
Because of our commitment to excellent customer service we pay double the industry regulatory payment if we do fail to meet the industry standards – that means £40 for domestic customers and £100 for business customers.

How to claim
Please email us on customercare@northerngas.co.uk within three months of the gas supply interruption.

 

Want to make a claim for loss of business?

If you’ve lost money as a result of our work, you may be eligible to claim compensation.

All loss of business claims will be dealt with in accordance with the Gas (Street Works) (Compensation of Small Businesses) Regulations 1996.

How to claim

Complete our online form or download a copy, fill in your details and email: customercare@northerngas.co.uk. Or post it to us at:

Northern Gas Networks
Customer Care Team
1st Floor, 1 Emperor Way
Sunderland
SR3 3XR

Once we’ve reviewed your claim, our Customer Care Team will be in touch.

Help to shape our services

We’re always striving to do better, and that means listening, learning and responding to the needs of people that live and work in our region.

As a valued stakeholder, we want to know what you think about the services that we provide.

This is your chance to tell us how we’re doing, what we could be doing better, and where you want us to focus our efforts over the years to come.

Get involved

Send us a message

Our Customer Care Team is available 24/7 and will respond to messages as quickly as they can.

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

Our offices

Sunderland

0800 040 7766

Northern Gas Networks, 1st Floor,
Emperor Way, Doxford International Business Park,
Sunderland, SR3 3XR

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Leeds

0113 397 5300

Northern Gas Networks, 1100 Century Way,
Thorpe Business Park, Colton,
Leeds, LS15 8TU

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