Customer CentrePlease contact us using the following details:
Telephone: 0800 151 2404
Email: customercareeastern@cadentgas.com
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***PLEASE NOTE THAT THIS SERVICE IS ONLY AVAILABLE FOR THOSE RESIDENTS WHO’S GAS SUPPLY IS DUE TO BE INTERRUPTED.***
We look after the gas pipes in your area. We're committed to keeping you safe and warm. We maintain, repair and replace gas pipes to ensure the safe and reliable flow of gas now and long into the future.
As part of our ongoing commitment to upgrade the gas network in your area, we are replacing these pipes so you can continue to receive a reliable gas supply.
The government’s target for replacing all domestic gas mains pipes is 2032. This is a challenging target when you consider the number of pipes to be replaced throughout the country. What this means is that our work to upgrade the gas network continues all year round, regardless of the season or weather conditions.
Our current work in Redbourne Lane, Harpenden, involves us replacing a more than 2km stretch of main gas pipe with new pipes in line with the above programme of replacement.
Most of this pipe is situated under Redbourne Lane and so, to access this and to protect our workforce, we have had to install temporary traffic lights under a permit from the local Highways Authority.
The section of road that we are working on, and the traffic lights protecting this area will move as our work progresses. Where necessary we will ensure that pedestrian access and road crossings are maintained.
Please note that this work is due to continue until mid-May 2024. This might be subject to change depending on how quickly we can complete the safe installation of the new pipe.
Cadent sincerely apologises to anyone adversely affected by our essential works and these traffic lights. We recognise that it is frustrating to sit in traffic and would like to reassure you that we are doing all we can to minimise delays.
The Priority Services Register (PSR) is a way that we can help those who have extra communication, access or safety needs to always gain equal access to the best possible service(s). We understand that it can be a stressful time when your gas supply goes off, especially if you find yourself in a vulnerable situation, and the PSR helps us ensure that you can access the care that you deserve.
The PSR is a completely free service, designed to make it easier for those who need a little extra help. Each energy supplier and electricity network operator maintain their own register, meaning that you can register with us and receive essential benefits that will make the management of your energy supply easier.
Depending on your circumstances, being on the PSR gives you access to a variety of services, for example:
We will visit each customer in the area and will speak with you individually regarding maintaining access to your home.
For more information on PSR please click HERE (LINK - https://cadentgas.com/help-and-advice/priority-services-register)
Each of the jobs involved in upgrading the mains is done by a different specialist team (dig team, engineering team, reinstatement team and relighting of gas team), one after the other, so don't worry if it looks like one of our teams has left your street - another team will be along shortly to complete the work. As we go along, we'll keep you updated with information about what we've done and what we're going to do next.
Before we start work, we will send you a letter to let you know when to expect us. When you get your letter with the expected dates, please phone the number on the letter and let us know your circumstances. We'll go ahead with the pipe upgrade work even if no-one is at home when we call. We'll need to get into your home to finish the work and turn your gas back on, so this will mean that you won't have gas when you return home.
You may be able to arrange for an adult (over 18) to let us in if you're unavailable. If no-one is available, we'll have to arrange to come back and finish the work. Under no circumstances will we force entry to your home to complete this work.
Please wait until you receive confirmation of our work starting before you call to let us know your availability
If you are a key holder for empty properties or for neighbours that will be affected then, again, once you receive our letter then please let us know.
All of our teams carry identity cards. As we use specialist teams for each stage of our work, please ask to see their identity cards every time they knock at your door.
If you smell gas or suspect carbon monoxide, don't assume it's because of our work. Always call the National Gas Emergency Service for free on 0800 111 999*.
*All calls are recorded and may be monitored.
Firstly, please ensure you are registered on the PSR so we know where those residents who might be in a vulnerable situation are located. Secondly, we will ensure that you are offered a hot plate and heater to use during our works and that you are prioritised for reconnection of your supply.
Whilst we may need to dig outside your home, wherever possible, we will ensure that roadplates are used to cover any holes so that you can still access your driveway. In rare cases, these roadplates cannot be used and, in these circumstances, our team will work with you to ensure that alternative solutions are found to enable you to maintain access to your property.
Cadent will restore any damage that we cause. This includes damages to any verge or grass area caused by our vehicles or by our digging. In some cases, this repair may not be fully complete until the Spring as we will need to wait for better weather to restore grassed areas. If you are aware of any damage caused by Cadent then please contact us using the following details:
Telephone: 0800 151 2404
Please visit the following page on our website Small business claims | Cadent (cadentgas.com) for more information on this.
