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0113 322 7950

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Stakeholder Relations Team

stakeholder@northerngas.co.uk

The latest incidents

8pm, Thursday 21st October 2021: Interruption to gas supplies in Harrogate

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We have this evening completed temporary repairs in the Jennyfields area of Harrogate that caused some customers in the HG1, HG2, HG3 and HG4 postcode areas to experience low gas pressure earlier today.

Engineers will be onsite tomorrow morning to continue monitoring the situation, and make sure that supplies are maintained while we complete the permanent repair.

We’re asking customers in the area to please use your gas as normal. Thank you for your cooperation while repairs were being carried out.

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Update – 11am, Thursday 21st October 2021: Interruption to gas supplies in Harrogate

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We’re aware that some customers in the HG1, HG2, HG3 and HG4 postcode areas of Harrogate may be experiencing low gas pressure following loss of supply to properties in the area this weekend.Our engineers are on site and working hard to rectify the situation.

If you live or work in the area affected, we are asking once again to please temporarily minimise your use of gas while work is underway.  By avoiding all non-essential use, people can help ensure there is enough gas in the system to go around everyone.  That means trying not to use central heating, and avoiding taking showers if you have a combi boiler, until further notice.

If you were affected by the recent loss of supply in Harrogate, and are experiencing low gas pressure or are currently without gas, please follow the step-by-step instructions that we issued to you in the letter sent on Sunday 17th October to safely turn your gas back on.

These step-by-step instructions are also detailed below:

For your safety, and that of those around you, please follow these instructions in the order they appear below.

  1. Make sure all the gas appliances in the property are turned off (boiler, cooker, fire, and so on) before you try to turn the gas supply back on.
  2. Open some doors and windows in your property for ventilation.
  3. Turn on your gas supply at the meter.
    • Give the emergency control valve (a spanner-style handle close to the gas meter) a quarter turn in either direction, setting it in line with the gas pipe.  Some pipes have yellow tape to help guide you. There may be a slight hissing noise as the meter re-pressurises.
  1. If you smell gas, turn the emergency control valve off again and call the National Gas Emergency Service on 0800 111 999 immediately.  Do not try to turn any appliances back on.

If you cannot smell gas, continue with the following steps.

  1. Turn on your gas appliances one at a time according to the manufacturer’s instructions (many boilers and fires will have instructions on the inside of a drop-down flap near the controls).
    • Start with your gas hob if you have one. It may take a little longer than usual for the gas to reach appliances and light.
  1. If you successfully turn on your gas supply and gas appliances, you don’t need to do anything else.
  2. If you cannot turn your emergency control valve on, or you are having difficulty turning your appliances back on, you must turn everything off again (including the emergency control valve) and call us for help on 0800 040 7766 followed by option 3.

If you are experiencing boiler issues, or need help turning your gas back on, please call our Customer Care Team on 0800 040 7766 and select option 3.

If you smell gas, please call the National Gas Emergency Service immediately on 0800 111 999.

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Update 10.10am, Tuesday 19th October 2021: Restoration of gas supplies in Harrogate

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Engineers from Northern Gas Networks (NGN) have now restored gas supplies to all affected properties they have been able to access in Harrogate, following Friday’s loss of supply incident.

Today (Tuesday 19th October), teams will continue to door-knock properties they have so far been unable to access, working from 8am until 10pm tonight.

‘We’d like to thank all our customers in Harrogate for their incredible patience while we worked to return gas supplies to normal, we really appreciate their support,” said Chris Keith, Business Operations Manager for NGN.

If you have not been visited by an engineer yet, or if you have been away from home since Friday, or if you know of any neighbours who are away (and you have a key to their property), please let NGN’s Customer Care team know as soon as possible on 0800 040 7766 option 3 or by emailing customercare@northerngas.co.uk

All our staff carry an official identity card containing their photograph, so please ask to see this before allowing anyone into your property.

We will also take measures to minimise the risk of Covid-19 transmission, including wearing face covers and social distancing.

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Update – 7pm, Monday 18th October: Restoration of gas supplies in Harrogate

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This evening we are continuing to make good progress on restoring gas supplies in Harrogate as our engineers remain onsite supporting customers.

Throughout the day engineers have been prioritising visits to those customers whose needs are greatest, including all the customers who are our Priority Services Register, but our aim is to call at every property as soon as we can.

Engineers will continue working onsite until 10pm this evening and will be back onsite tomorrow morning to continue assisting customers.

If you are experiencing issues with your boiler please contact our Customer Care Team on 0800 040 7766 and select option 3 and we will arrange for a Gas Safe registered engineer to come out.

If you are having difficulty following guidelines we issued yesterday about switching your gas supply safely back on, please contact our Customer Care Team on 0800 040 7766 and select option 3.

We understand this is a very inconvenient time for people and we’d like to reiterate a huge thank you for continuing to bear with us as we work to get the situation back to normal.

Compensation will be paid to eligible customers at £60 per property for every 24 hours without gas in the network.  Payments will be calculated and made automatically through your gas supplier and will appear on your energy bill.

We will be making any further updates available on our website www.northerngasnetworks.co.uk, Twitter @NGNgas and on facebook.com/northerngasnetworks

As a reminder, here are the step-by-step instructions for safely switching on your gas supply which we issued to affected customers on Sunday 17 October.

For your safety, and that of those around you, please follow these instructions in the order they appear below.

  1. Make sure all the gas appliances in the property are turned off (boiler, cooker, fire, and so on) before you try to turn the gas supply back on.
  2. Open some doors and windows in your property for ventilation.
  3. Turn on your gas supply at the meter.
  • Give the emergency control valve (a spanner-style handle close to the gas meter) a quarter turn in either direction, setting it in line with the gas pipe. Some pipes have yellow tape to help guide you. There may be a slight hissing noise as the meter re-pressurises.
  1. If you smell gas, turn the emergency control valve off again and call the National Gas Emergency Service on 0800 111 999 immediately. Do not try to turn any appliances back on.

If you cannot smell gas, continue with the following steps.

  1. Turn on your gas appliances one at a time according to the manufacturer’s instructions (many boilers and fires will have instructions on the inside of a drop-down flap near the controls).
  • Start with your gas hob if you have one. It may take a little longer than usual for the gas to reach appliances and light.
  1. If you successfully turn on your gas supply and gas appliances, you don’t need to do anything else.
  2. If you cannot turn your emergency control valve on, or you are having difficulty turning your appliances back on, you must turn everything off again (including the emergency control valve) and call us for help on 0800 040 7766 followed by option 3.

All of our staff carry an official identity card containing their photograph, so please ask to see this before allowing anyone into your property.

We will also take measures to minimise the risk of Covid-19 transmission including use of face coverings and social distancing.

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Update – 10am, Monday 18th October: Restoration of gas supplies in Harrogate

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We’re continuing to make good progress on restoring gas supplies in Harrogate and our engineers will continue working throughout the day visiting customers to carry out checks.

Engineers have been prioritising visits to those customers whose needs are greatest, including all the customers who are our Priority Services Register, but our aim is to call at every property as soon as we can.

If you are experiencing issues with your boiler please contact our Customer Care Team on 0800 040 7766 and select option 3 and we will arrange for a Gas Safe registered engineer to come out.

If you are having difficulty following guidelines we issued yesterday about switching your gas supply safely back on, please contact our Customer Care Team on 0800 040 7766 and select option 3.

This has been a very inconvenient time for people and we’d like to reiterate a huge thank you for continuing to bear with us as we work to get the situation back to normal.

Compensation will be paid to eligible customers at £60 per property for every 24 hours without gas in the network.  Payments will be calculated and made automatically through your gas supplier and will appear on your energy bill.

We will be making any further updates available on our website www.northerngasnetworks.co.uk, Twitter @NGNgas and on facebook.com/northerngasnetworks

As a reminder, here are the step-by-step instructions for safely switching on your gas supply which we issued to affected customers on Sunday 17 October.

For your safety, and that of those around you, please follow these instructions in the order they appear below.

  1. Make sure all the gas appliances in the property are turned off (boiler, cooker, fire, and so on) before you try to turn the gas supply back on.
  2. Open some doors and windows in your property for ventilation.
  3. Turn on your gas supply at the meter.
    • Give the emergency control valve (a spanner-style handle close to the gas meter) a quarter turn in either direction, setting it in line with the gas pipe.  Some pipes have yellow tape to help guide you. There may be a slight hissing noise as the meter re-pressurises.
  4. If you smell gas, turn the emergency control valve off again and call the National Gas Emergency Service on 0800 111 999 immediately.  Do not try to turn any appliances back on.

If you cannot smell gas, continue with the following steps.

  1. Turn on your gas appliances one at a time according to the manufacturer’s instructions (many boilers and fires will have instructions on the inside of a drop-down flap near the controls).
  • Start with your gas hob if you have one. It may take a little longer than usual for the gas to reach appliances and light.
  1. If you successfully turn on your gas supply and gas appliances, you don’t need to do anything else.
  2. If you cannot turn your emergency control valve on, or you are having difficulty turning your appliances back on, you must turn everything off again (including the emergency control valve) and call us for help on 0800 040 7766 followed by option 3.

All of our staff carry an official identity card containing their photograph, so please ask to see this before allowing anyone into your property.

We will also take measures to minimise the risk of Covid-19 transmission including use of face coverings and social distancing.

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If you’re experiencing a loss of supply, we’ll get you back up and running as quickly as we can.

Losing your gas supply with no warnings can ruin your day. Our engineers are very experienced and never, ever take chances with safety – you’re in safe hands.

Find out more