Stephanie van Rosse
0776 733 7343
We are working to restore gas supplies after a Thames Water main burst and water got into the local gas network in the TW10 area of Richmond Hill on Sunday evening, 20 July 2025. We are currently assessing the extent of the area affected. We will need to remove the water from our gas pipes, before we can restore gas supplies to each street and property.
Kane McLoughlin, Head of Operational Delivery for Cadent’s North London network, said: Cadent were made aware of a loss of gas in Richmond Hill area TW10 late last night (20/07/25). Our engineers have been on site since investigating the cause.
We have found that a burst water pipe damaged our gas pipe and water has entered our gas network. Thames Water are currently working on their water main, and we have completed a temporary repair on our gas pipe, to ensure no more water can enter our network. A number of customers have contacted us to let us know that they are affected, but at this stage, it is too early to say how many properties will be without gas and the extent of the impact of water in our gas network.
Our teams will be on hand in the TW10 area to continue to manage the situation, and we will be working with the local community to support our customers. We will continue to communicate with all of those affected so that they understand what is happening, and what support they can receive while we carry out the repair and restoration of gas supplies.
Finally, as we are still in the early stages, I would ask residents and business owners for their patience whilst we work to resolve this incident as safely and quickly as possible.
If customers affected by this incident have any queries please call us on: 0808 164 0819
We are pleased to announce that the majority of properties, who were affected by the burst water pipe on Sunday; are now back on gas in the Richmond Hill area. We will continue to work throughout the evening to continue to restore gas supplies as safely and quickly as possible.
As long as someone is in the property and we can gain access to complete the safety checks, we will be able to restore the gas supply to that property.
Unfortunately, for some of the properties at the bottom of the hill, we are still pumping water out of the gas pipe; we won’t be able to restore the gas to these properties until the water has been removed. We will remain on site until we can restore gas to each property.
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.
Thank you for your continued patience and understanding during this incident, it is greatly appreciated by our engineers.
We continue to work with Thames Water who are repairing the broken water pipe at Richman Hill Court.
We started pumping water out of our gas pipes this morning and have been able to restore gas supplies to a small number of properties in the area. Unfortunately, we are still pumping water from our gas pipes and until all the water has been pumped out, we can't restore the gas supply to everyone just yet.
Our engineers are working late into the night and from early morning to remove water and restore gas supplies as safely and quickly as possible.
Unfortunately, we haven't been able to access every property affected to ensure the gas supply has been safely turned off and to prevent water entering the internal gas pipes or gas appliances. We will have left a card or letter for you to contact us. Please call us and we can arrange a time to ensure your gas supply has been switched off safely.
Due to the water collecting at the bottom of the hills, we need to find the location of the pooled water and continue to pump the water out of our gas network. Only then can we start to restore gas supplies to everyone. This may take a few days. We are hopeful that the majority of gas supplies will be back on tomorrow but for some it may be a little later.
Thank you for your continued patience and understanding.
We will give a further update tomorrow afternoon.
Cadent engineers have been visiting each property affected by the water in our gas pipe since Sunday (20/07/25). We need to ensure every property is safely switched off before we can return gas to the network and then we will need to revisit each property again, to complete the safety checks before gas supplies are restored.
Unfortunately, this can take a few days to complete. We need people to be in but don’t worry we will continue to knock on doors if you are at work or need to leave your property.
These are the three streets where customers have been impacted with no gas due to water in the gas pipes.
To enable us to safely complete the repair there will be a small road closure on Hill Rise near the junction with Petersham Road and The Vineyard.
If you have any queries or need additional support please call 0808 164 0819.
This video will explain further the process we need to go through to ensure you get your gas supply back as quickly as possible.
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.
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