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

Gas emergency?

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

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: Call 0113 322 7950

Out of hours: Call 0113 322 7978

communications@northerngas.co.uk

Stakeholder Relations Team

stakeholder@northerngas.co.uk

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.

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.

Looking for compensation?

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 damage to your property or personal injury where you think NGN may be responsible.

Most of our activities are governed by strict standards. Where these standards aren’t met, you will receive payment automatically from us (or in some cases, directly from your gas supplier).

In addition, there are certain standards where you may need to contact us directly to make a claim. You can find out more information about all this in our Standards of Service.

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.

Getting in touch with NGN

Customer Care Team

Call Call 0800 040 7766 and press option 3

customercare@northerngas.co.uk

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

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.

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.

Send us a message

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

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