Coronavirus update (COVID-19)

14 Jul 2020

We know during the coronavirus outbreak, you’ve been relying on us more than ever to keep you and your family safe and warm. Your safety, and the safety of our employees, remains our number one priority as we keep gas flowing to homes, hospitals and businesses.

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Our road to recovery

We’re as committed to protecting our colleagues and communities from the virus now, as we were at the start of the outbreak. Back in March, we needed to pause all but emergency and safety-critical work on our network. As lockdown restrictions now begin to ease in both England and Scotland, we’re restarting the majority of our paused activities where it’s now safe to do so.

We’re restarting these activities in controlled phases in line with UK Government and Scottish Government advice, and you will see us in your streets and communities more over the coming weeks. If anyone at your property is shielding (on NHS advice), for your protection, we won’t visit your home at the moment unless it’s a gas emergency.


Gas mains replacement

As part of our phased recovery, it’s important we restarted our gas mains replacement programme. We began by upgrading sections of our network that didn’t involve us going into homes or interrupting gas supplies.

As the nation further recovers from the pandemic, we're restarting projects where we need to access homes to upgrade individual gas supplies, as well as upgrading our gas main in the street. If we need to enter your property, our engineers will be following all government guidance to protect you and ourselves from the virus. We’ll explain the work in more detail beforehand to ensure you’re comfortable before we arrive at your home and check no-one is the property is shielding.

If we've written to you about upgrading the gas pipe in your home and you need to tell us about someone in your property who is shielding or self-isolating, has been diagnosed with coronavirus or is registered on the Priority Services Register, please complete our online form

You can find more information about when we’re restarting individual gas network upgrade projects on our Roadworks in your area page.


Gas connections

In line with the latest UK and Scottish Government advice, we’re now able to restart our gas connections activity.

We’re in the process of replanning all the projects that were paused during lockdown. We’re keen to plan the projects that were paused during the pandemic first, before planning any new projects. If your project has been postponed, we’ll be in touch by the end of July to replan your work and you don’t need to contact us.

Until this week, we’ve not been able to start replanning any work in Scotland that involved us working inside a property. Now the Scottish Government has further eased lockdown restrictions, we’re able to restart planning these projects as well. If your paused project involved us working indoors at your property, we’ll contact you within the next 20 working days to replan your work.

It will take a few months for us to get back to normal timescales while we catch up with all the connections activity that’s been paused since March. We’re doing our best to replan and carry out everyone’s projects as soon as safely possible and we appreciate your patience. You can find more information about requesting new connections on our Gas and meter services page. 


Protecting our customers and our colleagues

We have extra safety precautions in place to make sure you and our colleagues are protected from catching or spreading the virus while we’re working in your community.

Before we restart any activities, we will carry out extensive risk assessments to ensure we’re able to do the work while meeting all current coronavirus safety guidelines. Our colleagues will be keeping to social distancing guidelines on our sites and we’d ask you to keep your distance too. 

If we need to visit your home, we’ll ask you some extra questions first:

  • Is there anyone in your property with a confirmed case of coronavirus?
  • Are you or anyone else in the property in self-isolation on medical advice or following contact with someone who has the virus?
  • Is there anyone in your property who is shielding?

When we arrive at your property, please help us by:

  • keeping a two-metre distance from our engineer when they arrive at your door
  • asking everyone in the property to stay in a separate room from our engineer


Thank you for your support

These are unprecedented times for us all. We hope you and your loved ones have stayed safe and well in recent months.

We are immensely proud of how our employees have risen to the challenges we’re facing. From our key workers who continued to respond to gas emergencies throughout lockdown to our IT teams who’ve enabled so many of us to work safely and successfully from home.

We’ve been touched by the support we’ve received for our key workers from the communities we serve. Thank you.  

We’ll continue to keep this page updated as the nation further recovers from the pandemic.

For more information about how we’re working together with the UK’s other gas and electricity networks to keep your energy flowing during coronavirus, visit the Energy Networks Association’s website