We’re pleased to share that our team has made significant progress in restoring gas supply to properties affected by the burst water main on Sunday, which caused water to enter the gas network.
Our engineers have now visited every affected property, and where possible, have successfully removed the remaining water from the service pipes and restored the gas supply.
A few properties on Birch Drive, near the location of where the water pipe burst, remain off gas due to complications and will receive a visit from engineers tomorrow (Friday 25 July) to restore their supply.
There remain a few properties where we have not been able to gain access to complete the safety checks and fully restore a gas supply. Please contact us and we will send an engineer out to you, to turn your gas back on. Please DO NOT try to do this yourself. This must be done by a Cadent engineer.
If there are any issues with water in your home's gas pipes, United Utilities are here with us in Pendlebury, to get any issues looked into quickly, and resolved.
We’d like to extend a heartfelt thank you to everyone for your patience, understanding, and kind words throughout this emergency work. Your support has meant a great deal to our teams on the ground.
After today, our customer teams will no longer be stationed on site. To get in touch with us after this time, email: [email protected] or call us on: 0800 389 8000 (Open 8am-8pm Monday to Friday). If you smell gas, act immediately and contact the 24-hour National Gas Emergency Service on 0800 111 999.
Details about the compensation you are entitled to are included in the information below
Good evening
Our Cadent teams are continuing to restore gas supplies this evening in ALL streets impacted by water from a burst water main getting into the local gas network.
As explained earlier, we continue to find that - as well as getting into the gas mains in the road - water has unfortunately entered the smaller diameter gas pipes (the 'service pipes') which bring gas into your home. Just an egg cup full of water is enough to block your gas supply, which is why we have to get it all out.
Please bear with us as we work our way, house-to-house, to restore supplies. We will work until it starts to get dark this evening, by which time we are confident we will have restored supply to the majority of homes impacted by this incident. We will be back early tomorrow to continue to remove water and restore more gas supplies.
This is a video message from our incident controller, Phil Hendrick.
You are being incredibly patient - thank you. We know it's not nice to be without your gas supply and we are working hard to bring this incident to a close soon.
If you can stay in, it will help speed up the process. If you do need to go out, perhaps leave a key with a neighbour?
DO NOT attempt to restore your own supply. Our engineers must do this, to make sure everything is safe. They will check the gas appliances in your home too. If there are any issues with water in your home's gas pipes, United Utilities are here with us in Pendlebury, to get any issues looked into quickly, and resolved.
If you need help from us, please visit the customer team - who have kindly been given space in the car park of the Royal Sovereign pub (226 Eccles Old Road, M6 8AG) - or contact the dedicated incident customer line - 0808 178 8085 (8am to 8pm).
Details about the compensation you are entitled to are included in the information below
Good morning
We made progress last night in getting some of the impacted area back on gas – but our progress was unfortunately slower than we’d hoped. We are sorry about that.
What we are finding is that almost every service pipe (the pipe which takes gas into your home) has water in it – which is restricting the pace at which we can restore your supply. If we don’t get every drop out, it can cause longer-term issues. Just an egg cup of water can block your gas supply. Please bear with us as we work our way through the area.
If you live in the roads listed below, we are continuing to go door-to-door, extracting water and restoring gas supplies on an individual property basis. If you can stay in, it will help speed up the process. If you need to go out, perhaps leave a key with a neighbour?
DO NOT attempt to restore your own supply. Our engineers must do this, to make sure everything is safe. They will check the gas appliances in your home too.
If you live in St John Street, Broomhall Road, and streets leading off these: we have specialist camera teams working in your area, hunting through all the underground gas pipes for a blockage that is the cause of you having no gas at the moment. This is proving a very challenging task, and our teams are working hard to resolve this.
Thank you
Thank you, everyone, for your ongoing patience and the kindness you are showing to our team. We know it is not nice to be without gas and appreciate your goodwill.
Contacting us
If you need help from us, please visit the customer team – who have kindly been given space in the car park of the Royal Sovereign pub (226 Eccles Old Road, M6 8AG) – or contact the dedicated incident customer line - 0808 178 8085 (8am to 8pm).
Details about the compensation you are entitled to are included in the information below
After removing more than 8,000 litres of water from the local gas network today, we are beginning to restore gas at properties in the streets listed below.
This involves our teams visiting your home, to complete various checks. We are likely to need to extract more water from the 'service pipe' (the smaller diameter gas pipe which runs into your property), before restoring your supply.
DO NOT attempt to restore your own supply. Our engineers must do this, to make sure everything is safe. They will check the gas appliances in your home too.
We plan to visit each property in the streets listed above this evening (Tuesday), at least once. If you are not in when it is time to visit your property, we will make multiple return visits, so please don't worry. It will just help speed things up for you, and others, if you are able to stay in. We will work late into the evening, and we will be back early tomorrow.
If you are in St John Street, Broomhall Road, and roads leading off these: we have faced some additional challenges here. More work is required here tomorrow (Wednesday) to extract the water which is blocking the flow of gas within this area. We are grateful for your patience and we are sorry for the inconvenience.
On Sunday 20 July, our teams were called to the M27 postcode area of Pendlebury, where water has entered the local gas network. This blocks the flow of gas into properties.
We have mobilised resources to deal with the situation, to fix the issue with the gas pipes, as well as look after the customers who have unfortunately been impacted.
Cadent and United Utilities are working together to resolve this.
We established there was a burst water main in the area and that we have water in gas pipes. We have mobilised significant resources to deal with this.
The roads we know are impacted are:
Water in gas pipes is a serious issue and takes time to resolve. We need to remove it all from the gas network, to ensure there are no longer-term issues.
The process involves turning off the gas supply at every impacted property – which must be done by one of our engineers. We have many engineers visiting properties right now, to complete this task. It is important that you allow our engineers to do that, so that we know it is done correctly and we have everything recorded. Once we have extracted all the water, we will be able to start restoring gas supply at each property.
Please watch this video to understand the process involved in extracting water from gas pipes
We are also aware of the customers who are listed on the Priority Services Register and we are proactively engaging with them now, through our customer liaison officers.
If you need support from us, we have been given space at the Royal Sovereign pub (postcode M6 8AG), where you will find our customer team. You can also contact us through a dedicated phone line for this incident – 0808 178 8085 (8am to 8pm).
Thank you for your patience. We are working as fast as we safely can to resolve this.
As your gas distribution company, we are committed to ensuring a reliable supply of gas to your home or business. In the event that we are unable to provide gas, we are obligated to offer compensation - regardless of the cause of the interruption. You do not need to take any action. If you are eligible, compensation will be issued automatically to your gas supplier, who will then pass it on to the named account holder.
The compensation amounts are as follows:
*These amounts apply for each full 24-hour period without gas, following the initial 24 hours of disruption.
Cadent is the UK’s largest gas distribution network with a 200-year legacy. We are in a unique position to build on strong foundations whilst encouraging the curiosity to think differently and the courage to embrace change. Day to day we continue to operate, maintain and innovate the UK’s largest gas network, transporting gas safely and protecting people in an emergency. Our skilled engineers and specialists remain committed to the communities we serve, working day and night to ensure gas reaches 11 million homes from Cumbria to North London and the Welsh Borders to East Anglia, to keep your energy flowing.
Here at Cadent we support the Government’s plans to reach Net Zero by 2050. That means we’re backing the introduction of hydrogen as a low carbon alternative to natural gas for the future. We know people love the controllability of gas and, with our network already in place, it makes sense to switch to the lower carbon alternative offered by hydrogen, which we believe can keep homes and businesses warm for generations to come.
Cadent manages the national gas emergency service free phone line on behalf of the gas industry - 0800 111 999*
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