Read our Coronavirus update and learn about how we’re keeping you safe, warm and connected.

 

If you smell gas or are worried about gas safety, call 0800 111 999 at any time of the day or night. Read more

Press Office
0113 322 7950

Out of hours: 0113 322 7978

Stakeholder Relations Team

stakeholder@northerngas.co.uk

Smell Gas?
0800 111 999
Day or night
Non-emergency calls
Customer Care Team
0800 040 7766

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

Communicating with us on social media

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 Our-Guaranteed-Standards-of-Performance.

If we fail to meet these standards, customers are entitled to compensation.

The standards cover:

  • Restoring your gas supply
  • Reinstatement (filling the holes after our work)
  • Notification about planned works which will interrupt your gas supply
  • Gas connections/alterations/disconnections
  • Provision of alternative cooking/heating facilities for priority domestic customers
  • Response to complaints

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 you may be entitled to compensation.

On the occasions when we fail to live up to our high standards, we make automatic compensation payments to our customers via their gas supplier.

How much compensation can I claim?

Our Guaranteed Standards of Performance document sets out the details of each of our Guaranteed Standards of Performance and the compensation that you may be entitled to if we fail to meet those standards. Download our Our-Guaranteed-Standards-of-Performance.

If you have any questions please contact our Customer Care Team at customercare@northerngas.co.uk or call 0800 040 7766 and select option 3. We’ll provide you with as much information as possible, which you may then need to pass on to your energy supplier.

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

Show on map

Leeds

0113 397 5300

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

Show on map