If you smell gas, have low gas pressure, no gas supply or suspect carbon monoxide, call 0800 111 999 at any time of the day or night. Find out more about what to do in a gas emergency or if you suspect carbon monoxide.

Customer Care Team
0800 040 7766 (Option 4)

customercare@northerngas.co.uk

Connections Team
0800 040 7766 (Option 2)

gasconnections@northerngas.co.uk

Stakeholder Relations Team

stakeholder@northerngas.co.uk

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

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 Guaranteed Standards of Performance 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* or via textphone (minicom) on 0800 371 787.

If you are deaf or hearing impaired and need to contact us, you can download the free Relay UK app, and contact us using the prefix 18001 0800 111 999.

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

Please ensure you tell our Advisors if there are any vulnerable circumstances that we need to be aware of.

If English is not your first language, we can provide an interpreter.

 

*All calls are recorded for training and quality purposes.

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 4

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 4
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 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 4. 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.

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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