Customer CentreIf you have any queries regarding the incident in the area, please contact us:
Phone: 0808 164 0819 8am – 8pm each day.
Out of hours there will be someone available to help and take your query but may not be able to give you a full answer until the morning.
To safely restore gas supplies to every property affected, we need to visit every home and business to ensure the gas is safely turned off at the gas meter. – Completed
Once this has been completed, we can start to restore gas to the network. – Completed
Then, we have to visit every home and business again to safely turn the gas supply back on and complete the necessary safety checks. – Completed
All properties are now back on gas, unless we have not been able to access the property. – Ongoing for a few properties
Just a little update after the weekend. Most homes and businesses are now back on gas. There are a handful of properties where we have not been able to gain access to complete the safety checks and turn on the gas supply. We are still in Wimblebury, so don’t worry. We will have left a card with our contact details. If you have been away over the weekend, give us a call and we’ll send an engineer around to safely turn your gas back on.
Yes. Cadent has a statutory obligation to pay compensation to anyone who is without gas for more than 24hrs after the first complete 24hr period.
We are currently still restoring gas supplies but once this is incident is over, we will notify your gas supplier (the company whose name is at the top of your gas bill). Cadent must pay the compensation payments to the gas suppliers within 10 working days after the incident has been closed. This payment will then be passed on to you by your gas supplier.
Everyone who lost gas will receive a letter regarding compensation for loss of gas. Householders are entitled to £75 for every 24 hours they were off gas while businesses will receive £130 per 24 hours off gas. This will be paid directly to them via their gas suppliers.
No. Compensation for the loss of your gas supply will be paid automatically to your gas supplier whose name will be at the top of your gas bill. Your gas supplier will then pass this on to you.
Cadent must pay the compensation payments to the gas suppliers within 10 working days after the closure of the incident.
This will depend upon your gas supplier. Some may take it off your gas bill; others may send you a cheque. You will need to contact them for this information.
This will depend upon how long you were without gas. We pay compensation for every 24-hour period you are off gas after the first 24 hours. We pay £75 for every 24-hour period off gas to domestic customers and £130 for every 24-hour period off gas to business customers until we can re-connect your supply.
For example: Tuesday 15th November at 5pm gas supply was turned off. Friday 18th November at 7pm gas supply is reconnected. Total hours off gas = 74hrs, entitled to 48hrs compensation = £150 compensation.
All homes and businesses affected by the loss of gas emergency, were switched back on last night; as long as our emergency engineers were able to gain access to the property.
This morning, we have concentrated our efforts on restoring gas to the few remaining properties where we have not been able to gain access to complete the safety checks and turn the gas back on.
Our emergency work for this incident is almost complete. We are tidying up and over the next two days we will be reinstating the road surfaces where we had to dig up the pavement or road. Once this has been completed the emergency engineers will leave site.
If residents have not been home for the past few days, we have left our contact details for them to call us and then we can send an emergency engineer out to turn the gas supply back on.
We're not leaving until everyone is back on gas.
A huge thank you to all the residents and business owners who were affected by this loss of gas supply incident.
We are pleased to say that all properties; where we have been able to gain access, are now back on gas.
Up to 150 engineers from the West Midlands, North West and East Midlands have been in Wimblebury over the past two days to restore the gas supply to residents and businesses.
We have visited every property at least once. However, we realise that some people may not have been at home when we called to restore their gas supply. Please do not worry. We will visit a number of times and if we still haven't been able to gain access to complete the safety checks and restore gas; we will leave our contact number and you can call us when you return and we'll send an engineer out as soon as possible.
We will be working until 11pm this evening and will be back tomorrow morning from 8am to revisit all the properties where we have not been able to gain access. We won't be leaving until everyone is back on gas.
We still have a few more activities to complete over the coming days to tidy up the areas where we have been working. Please bear with us a little longer.
Thank you from all of us for your patience and understanding whilst we worked around the clock to restore your gas supply.
Work to restore gas supplies has been going well today.
Foxtail Way and Meadowsweet Way and nearly half the properties were back on gas just after lunchtime today.
This afternoon we started switching gas back on to these streets.
The remaining four streets we are starting to restore gas supplies now
If you are in, we can restore your gas supply. If you have been out, don't worry we will revisit your home at least three times. After that we'll leave our contact number and you can call us directly to let us know you have returned home and we'll send an engineer out straight away.
Please DO NOT try to turn your gas supply back on yourself. Please wait for our engineers to call to complete the safety checks and restore your gas supply.
Our engineers appreciate the kindness and patience you have shown them whilst they have been dealing with this incident in your community. Thank you.
This morning we have been working successfully to get gas back into our network across all the affected roads. We have also started revisiting homes and businesses to turn gas supplies back on. Approximately 15% of properties have now had their gas supplies restored.
Please DO NOT try to turn your own gas supply back on. Please wait for one of our engineers. They will visit every property to carry out safety checks on the appliances before safely turning on the gas to the property.
Please see below the streets we have started to restore gas to properties:
After lunch we will start to visit these streets:
We do need people to be in so we can carry out the safety checks before turning on a gas supply to a property. We appreciate that it is not always possible to be in, so if you can leave a key with your neighbour, that would be helpful. If this is not possible, do not worry, we will continue to visit each property at least three times. After that time, we will leave a card with our contact details, and you can call us when you return home.
We are hopeful that the majority of homes and businesses will be back on gas by the end of the day. If you are home, we should be able to restore your gas supply. We won’t leave Wimblebury until everyone is back on gas.
All our colleagues from across Cadent on site in Wimblebury would like to thank the residents for their continued patience during this incident.
Work progressed well last night with engineers working late into the night.
Gas has been restored to the network on Wimblebury Rd, John Street, Kings Croft, Claygate Road and Watermead Close.
Please DO NOT try to restore your own gas supply. Our engineers will returning to every property to complete safety checks and turn on each home and businesses gas supply throughout today.
Gas emergency engineers from across the West Midlands, North West and East Midlands have been working throughout the day to restore gas supplies to the affected homes and businesses in Wimblebury. This evening, we have visited all the affected properties and where possible safely ensured the gas has been turned off at the gas meter. If someone has not been in, don’t worry, we will visit that property again.
Tomorrow, we are hoping to restore the gas back into the gas network and then we will start to revisit every single property to safely switch gas back on to the gas meter and to gas appliances too. So, we need you to be at home.
To make this easier for you, we have divided the area into different phases, and we will visit the properties in a phased area before starting in the streets of another phase. We will keep you updated on when we expect to start on each phase and which streets are included in each phase.
If you are not at home when we visit, we will be back and we will visit each property around three times, to try to restore gas supplies.
If you need additional help during this time, please let us know. Call us or visit us in the car park of the Trafalgar Pub. We will be around all weekend, trying to get you back on gas as soon and as safely as possible.
Thank you for your continued patience.
A number of properties in Wimblebury have been affected by a loss of gas supplies this afternoon.
Whilst we investigate the cause, our immediate priority is to restore gas supplies as safely and quickly as possible.
We need people to be in, so that we can check their home or business and ensure the gas meter is turn off safely. Please do not do this yourself, unless you have been advised to do so by a Cadent engineer or someone from the gas emergency service and they have explained what to safely do, over the phone.
If you need extra support or are on the Priority Services Register, please let us know. We can provide extra assistance to you at this time. Call us or visit the customer centre.
All Cadent engineers carry official identification, and customers should always check ID before allowing anyone into their home.
We thank customers for their patience, and we will continue to provide updates as more information becomes available.
This list may vary over time but we will do our best to keep it updated on a regular basis.
| Acadia Drive | Hawthorne Road | St Paul’s Road |
| Appledore Close | Horseshoe Drive | Sycamore Road |
| Arthur Street | John Street | Waterlilly Close |
| Barn Way | Keys Park Road | Watermead Close |
| Beacon Way | Kings Croft | Watermint Close |
| Claygates Road | Knighton Road | Wimblebury Road |
| Dougdale Close | Meadowsweet Way | |
| Foxtail Way | Scott Street |
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 0808 164 0819.
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 cadentgas.com/help-and-advice/priority-services-register
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.
Three tips which could save your life:
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:
cadentgas.com/suspect-carbon-monoxide
www.nhs.uk/conditions/carbon-monoxide-poisoning/Pages/Introduction.aspx
Yes. Cadent has a statutory obligation to pay compensation to anyone who is without gas for more than 24hrs after the first complete 24hr period.
We are currently still restoring gas supplies but once this is incident is over, we will notify your gas supplier (the company whose name is at the top of your gas bill). Cadent must pay the compensation payments to the gas suppliers within 10 working days after the incident has been closed. This payment will then be passed on to you by your gas supplier.
Everyone who lost gas will receive a letter regarding compensation for loss of gas. Householders are entitled to £75 for every 24 hours they were off gas while businesses will receive £130 per 24 hours off gas. This will be paid directly to them via their gas suppliers.
No. Compensation for the loss of your gas supply will be paid automatically to your gas supplier whose name will be at the top of your gas bill. Your gas supplier will then pass this on to you.
Cadent must pay the compensation payments to the gas suppliers within 10 working days after the closure of the incident.
This will depend upon your gas supplier. Some may take it off your gas bill; others may send you a cheque. You will need to contact them for this information.
This will depend upon how long you were without gas. We pay compensation for every 24-hour period you are off gas after the first 24 hours. We pay £75 for every 24-hour period off gas to domestic customers and £130 for every 24-hour period off gas to business customers until we can re-connect your supply.
For example: Tuesday 15th November at 5pm gas supply was turned off. Friday 18th November at 7pm gas supply is reconnected. Total hours off gas = 74hrs, entitled to 48hrs compensation = £150 compensation.
