Coronavirus FAQs

Help topics

1. Will you still visit my house or business in a gas emergency?

Yes, we’re still here for you if you need us in an emergency. If we do need to visit your home, we’ll ask you some extra questions before our colleagues. Our engineers will also wear additional protective equipment. You can find more information about this on our dedicated coronavirus information page.  

2. What extra measures do you have to protect me and your engineer if you come into my house?

Before we come into your property, we’ll ask you some questions to check whether anyone has coronavirus or is in self-isolation. We’ll need your help if that is the case to ensure we keep our colleagues safe, and we’ll talk you through that before they come inside. Our engineers will also wear protective equipment, including gloves and a mask.

3. How are you protecting your employees from COVID-19?

We’re committed to keeping our colleagues safe during the pandemic. We’re following all Government and public health advice on precautionary measures to protect our people from spreading or catching the virus. We’ve split key business-critical team across multiple locations, and we’ve asked all colleagues who can work from home to do so.

We’re prioritising emergency and safety-critical work to ensure our key workers can focus on keeping the gas flowing safely and reliably during the outbreak. This means we’re winding down planned work. We’re encouraging our people to follow social distancing guidance and providing additional protective equipment for when they need to enter properties in an emergency. 

4. Will my new gas connection or alteration still go ahead?

We’re no longer able to carry out planned connections or alterations projects at this time. We’ve needed to postpone some of our usual services to further protect our customers and colleagues against the spread of coronavirus. If we’ve previously agreed a date for your project, we’ll contact you to discuss your project in detail. 
 

5. I received a letter saying you needed to replace my gas meter. Will you still do that?

We’re postponing all new and previously-planned policy meter exchanges for now. We’ll be in touch to rearrange your appointment once we return to normal service.

6. Will you continue upgrading the gas network in my street during coronavirus?

We’ll be pausing the majority of our planned mains replacement projects from Tuesday 24 March, as we’ll only be continuing with safety-critical and emergency work during COVID-19. We’ll wind down our planned activities in a controlled way to make sure people and sites are safe, and our network is secure. 

7. Why are your engineers working in my road during COVID-19?

Although we’ve paused most of our planned activities for now, we are still continuing with some safety-critical projects. We’ll also respond to gas emergencies throughout the coronavirus outbreak which means you may see us in your street. You can find more information about our roadworks in your area by searching one.network.