Customer CentreIf you have any questions regarding the incident please contact us on:
Phone: 0800 389 8000
Email: WeCare@CadentGas.com
We have now visited every property impacted by this incident and restored gas supplies where we have been able to gain access (more than 99%).
At a small number of homes, there was no-one at home when we have called. We have left details of how to contact us to arrange for a ‘purge and relight’. Please DO NOT try to do this yourself. It is not safe for you to do so.
Our mobile command unit has now departed the Everglades Hotel (and we would like to thank the team there for being fantastic in letting us set up base in the car park and become unexpected guests since New Year’s Day).
Phil Hendrick, our Head of Customer Operations, recorded this video this morning. It includes a big THANK YOU to everyone for being so kind and considerate to our team, as they worked hard these last few days to restore your supply.
Our engineers have visited the vast majority of homes that had been affected by the loss of gas and completed safety checks to get residents back on gas.
We only have a small number of homes that we need to restore gas to in the area and have tried to visit those again tonight. If we still don't manage to get you, please do give us a call on 0800 389 8000
Please DO NOT try to restore your own supply. It is not safe for you to do so. Our engineers need to complete their safety checks, and make sure there is no water in your gas meter or gas appliance before they are able to switch on the gas.
Members of the Customer Support Team will once again be at Everglades Hotel, Derby Road, Widnes, WA83UJ in the morning should you have any questions.
We are delighted to announce that gas has now been restored to the area.
This now means that our engineers will be visiting properties to get you back on gas.
To enable our engineers to switch your gas supply back on, we do need you to be at home. We realise that some people aren’t able to stay at home but if you could leave a key with a neighbour that would be helpful.
If, however, we do miss you or you are out until later on, don’t worry, we will continue to visit each property throughout the day and evening. you can also call us on 0800 389 8000 to let us know that you are home.
Please DO NOT try to switch your own gas supply back on. Please wait for our engineer to visit and complete the necessary safety checks.
Gas Engineers are once again in the area and have now turned off the gas meters at affected properties.
Once complete, we can begin the process of reconnecting homes to the gas network.
Please DO NOT try to switch your own gas supply back on. Please wait for our engineer to visit and complete the necessary safety checks.
Gas Engineers have been turning off the gas meters at affected properties with more than 450 completed.
Members of Cadent's Customer Service Team have been available at the Everglades Hotel, Derby Rd, Widnes, WA8 3UJ.
The first wave of properties - around ten percent - have had their gas restored.
| Heathfield Park | Moyles Close |
| Poleacre Drive | Revesby Close |
| Rockfield Close | Tate Close |
| Woodstock Grove | Biddleston Cross |
| Doughton Green | Larne Court |
| Limerick Close | Lingwell Avenue |
| Lingwell Park | Longford Drive |
| Maisemore Fields | Malahide Court |
| Portrush Close | Queensbury Way |
| Regency Park | Roscommon Way |
| Shannon Grove | Tickford Bank |
With the current loss of gas supply across the area Cadent engineers may require access to your property if you are a gas user to facilitate the restoration of your gas supply.
Before you let anyone into your home you need to know they are who they say they are, so you should always ask to see their identification card.
When one of our engineers arrives at your door they will always show you their Cadent identification card.
To confirm they are who they claim to be you can call us on 0800 389 8000 to confirm their identity.
Our engineers will not be offended if you close the door and make the call to us, they will wait on the doorstep until you are happy to let them in.
We will be visiting all residents in vulnerable situations to switch their gas off. We are also providing assistance to those in the most vulnerable situations.
These include people who are elderly, chronically sick or recovering from a hospital stay, have a terminal illness, have a disability or you have children aged 0 -3 or you are registered on the Priority Services Register .
If you know of someone in a vulnerable situation and you are concerned please contact 0800 389 8000.
The Priority Services Register (PSR) is a free service offered throughout the energy industry available to domestic customers across England, Wales and Scotland.
It helps energy companies like Cadent look after customers who have extra communication, access or safety needs. It’s free and easy to join and gives extra support to those who need it.
You can register yourself, or someone you think would benefit from being on the PSR.
Find out more here https://cadentgas.com/help-and-advice/priority-services-register
Can I make an appointment for an engineer to visit to switch my gas back on?
Unfortunately not. We will usually visit an area at a time and we will publicise which areas we are in, but don’t worry. We will always visit at least three times to try to switch your gas supply on. If you are still not in on the third visit, we will leave details for you to contact us and we will send an engineer out.
What are the key facts on Carbon Monoxide Poisoning?
Three tips which could save your life:
What is Carbon Monoxide?
Carbon monoxide (CO) is a poisonous gas that is produced when fossil fuels - coal, wood, oil and gas, are burnt without adequate air ventilation.
Carbon monoxide is:
The symptoms of carbon monoxide poisoning include:
If you experience any of the above symptoms you should seek medical advice straight away.
Check list to ensure you don’t suffer from carbon monoxide poisoning. Ensure:
If appliances have not been serviced recently or have been deemed at risk, please call 0800 408 5500 to find a Gas Safe registered engineer in your area.
If you are tenant in accommodation; tell your Landlord, who is responsible for ensuring appliances are safe to use and instructing a Gas Safe registered engineer to repair or maintain the gas appliances.
Further information on carbon monoxide can be found at the following:
https://cadentgas.com/suspect-carbon-monoxide
www.nhs.uk/conditions/carbon-monoxide-poisoning/Pages/Introduction.aspx
