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. My circumstances have changed since you notified me you’re going to upgrade my gas pipe. How do I let you know?

We’re committed to protecting you and our colleagues from coronavirus. If your circumstances have changed since we notified you about our work to upgrade the gas service pipe at your property, you can let us know by completing our online form or calling us on 0800 912 1700. 

You can use our online form to tell us if someone in your property is registered on the Priority Services Register, has been diagnosed with coronavirus or is self-isolating or shielding.
 

3. 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 or shielding. 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.

4. 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 teams across multiple locations, and all colleagues who can work from home are continuing to do so.

As we lockdown restrictions ease, we’re looking to how we can safely restart some of the activity we paused in March. We’re doing this in line with latest UK and Scottish Government guidance. From June, you’ll start to see us in your communities more and we’ll have extra safety precautions in place while we work. Please help us by keeping a safe distance as you pass our sites or talk to our teams.

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

We started resuming our gas connections work in England in early June, with appropriate safety precautions in place. We’re beginning some outdoors connections activity in Scotland from mid-June, which doesn’t involve us working inside properties. We’re ensuring we’re in keeping with all UK and Scottish Government guidance as we restart our connections work.

You can continue to request, accept and pay for connection quotes now, but you will have to wait longer than usual for us to confirm a date for your work to take place. We’re prioritising replanning the projects that were paused during the pandemic first, before planning any new projects. If your project was postponed, we’ll be in touch shortly to replan your work and you don’t need to contact us.

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 lockdown began in March. We’re doing our best to replan and carry out everyone’s projects as soon as safely possible and we appreciate your patience.

6. 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.

7. When will you continue upgrading the gas network in my street during coronavirus?

We paused the majority of our planned mains replacement projects back in March. As lockdown restrictions now begin to ease, we’ll looking to restart upgrading our network once it’s safe to do so. We’ll gradually be restarting our paused projects in line with UK and Scottish Government guidelines. You can find more information about our project in your street on our Roadworks in your area page.

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

Throughout the pandemic, we’re continuing to respond to gas emergencies which means you may see our key workers in your street. As lockdown restrictions begin to ease, we’ll gradually restart some of our planned work that's been paused since March. We'll do this in line with all government guidance and with extra safety precautions in place. You can find more information about our roadworks in your area by searching one.network.