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0113 322 7950

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Stakeholder Relations Team

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The latest incidents

Update: Loss of supply, Hebden Bridge – 5.30pm, Saturday 16th January, 2021

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Engineers from Northern Gas Networks have restored gas supplies to the majority of properties in Hebden Bridge, following a gas loss incident which began on Thursday afternoon.

The issue was caused by water finding its way into the local gas network, and then freezing.

Approximately 700 properties were affected. Engineers have now restored supplies to all occupied properties. Cards have been posted at a small number of empty properties, asking owners to call Northern Gas Networks on their return home,  in order for their gas to be restored.

Customers who have any questions or support can still call Northern Gas Networks on  0800 040 7766 followed by option 3.

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Loss of supply, Hebden Bridge: 4.30pm update

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Engineers from Northern Gas Networks are continuing work today (Friday 15th January) to tackle a loss of gas supply to approximately 700 homes in the Hebden Bridge area (HX78). A temporary repair to the gas mains has meant that we can start to gradually restore the gas supply to properties. We are prioritising our most vulnerable customers first, after which our engineers will reconnect other properties with a phased approach, area by area. Please bear with us as we work through this process, and we will contact you when your property can be reconnected.

To reconnect the gas supply to your property, our engineers will need to come into your home. They will follow Government guidelines for safe distance working indoors. If you have Covid-19 symptoms, are self-isolating or shielding, let us know and our engineers will wear full PPE.

If you are waiting for reconnection, please do not use gas appliances in the meantime – even if you are receiving some gas – for safety reasons.

Customers should also not attempt to turn off the gas supply themselves.

Hot food is available from Marco’s Cafe in Valley Road and Crown Fisheries on Crown Street. Customers can go along and claim their food voucher, and they will then receive hot food to the value of £10 per person. We understand that some customers will find it difficult getting into town in the snowy weather but our customer care team can deliver hot food if this is a problem for you. If you need your meal delivered to your doorstep, please contact the Customer Care Team.

Extra NGN resources have been deployed to the area, including additional engineers and 4×4 vehicles, and Customer Care officers are prioritising support to around 200 vulnerable customers.

Because of the national lockdown and to ensure the safety of customers, temporary heating facilities including heaters and hotplates are being delivered  door-to-door, prioritising vulnerable customers.

Anyone who needs support or temporary heating facilities should call the NGN Customer Care team on 0800 040 7766 (option 3) or email customercare@northerngas.co.uk

John Richardson, Head of Operations Delivery for Northern Gas Networks, said: “It is good news that we are now starting to reconnect the most vulnerable members of the community, and would ask other residents to bear with us while this process continues. We’d like to thank customers in Hebden Bridge for their patience while we work to restore gas supplies.

“If you need additional support, or know of a neighbour who is vulnerable and may need some help, please don’t hesitate to contact us.”

Customers requiring assistance can call Northern Gas Networks customer care team on 0800 040 7766 (option 3) or can email customercare@northerngas.co.uk

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Gas loss in Hebden Bridge (Jan 15 7.30am update)

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Engineers from Northern Gas Networks are continuing work this morning (January 15) to tackle a loss of gas supply to approximately 700 homes in the Hebden Bridge area (HX78).

The loss of supply has been caused by water finding its way into the local gas network, and then freezing. Last night (January 14) engineers found a large plug of frozen water in one of the pipes, and work is underway to excavate the section of pipe.

Work is also continuing to check if there is water/ice in any other parts of the local network.

Customers in the area are being asked not to use their gas appliances – even if they are receiving some gas – for safety reasons.

Engineers are in the process of turning off supplies to all affected customers – property by property – as all the gas will need to be switched off before repairs can be carried out.

Extra resources have been deployed to the area, including additional engineers and 4×4 vehicles, and last night, work took place to identify any vulnerable customers who may need additional support.

John Richardson, Head of Operations Delivery for Northern Gas Networks said: “We’d like to thank customers in Hebden Bridge for their patience while we work to restore gas supplies.

“Our engineers are working hard to make the necessary repairs, and in the meantime, we’d ask all affected customers to please not use their gas appliances.

“If you need additional support, or know of a neighbour who is vulnerable and may need some help, please don’t hesitate to contact us.”

Customers requiring assistance can call Northern Gas Networks customer care team on 0800 040 7766 (option 3) or can email customercare@northerngas.co.uk

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Thursday January 14, 2021: Low gas pressure, Hebden Bridge

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We are aware that a number of customers in Hebden Bridge, West Yorkshire, are experiencing problems with low gas pressure.

Our teams are on site and investigating the issue.

Stay posted to this page for more updates.

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Update at 2pm Saturday 12 December: loss of gas supply near Durham

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Engineers from Northern Gas Networks (NGN) have restored gas supplies the majority of  homes in the Caterhouse Road area of Framwellgate near Durham.

327 homes in the area lost gas supply early on Tuesday morning (December 8), after a water main burst caused water to enter the local gas network.

Just a few remaining homes are awaiting gas restoration – where engineers were unable to gain access to the properties to perform safety checks and relight boilers.

Customers still requiring any support can contact the Customer Care Team  on 0800 040 7766, or at customercare@northerngas.co.uk

Anyone who smells gas or suspects carbon monoxide should call the free National Gas Emergency Service immediately on 0800 111 999. This line is in operation 24-hours a day, seven days a week.

 

 

 

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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.

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