Coronavirus update (COVID-19)

20 May 2020
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Changes to our ways of working

Following UK Government advice on 23 March to stay at home, we needed to make changes to our usual ways of working. This meant from Tuesday 24 March, we have only continued with safety-critical and emergency work.

Our engineers are attending properties and making the situation safe in an emergency, as always, with extra safety precautions to make sure you and our colleagues are protected from catching or spreading the virus.

As lockdown restrictions begin to ease in England following the Prime Minister’s announcement on 10 May, we’re looking ahead to how we can begin restarting the planned activities we paused back in March.


The 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. We’re planning a controlled, phased approach to restarting our paused activities, so we won’t be restarting all work at once.    

As of Wednesday 20 May, we’re continuing to prioritise emergency and safety-critical work on our network. You may start to see us in your communities a little more over the coming weeks as we restart some of the paused activities that have now become safety-critical. Although we’re making detailed plans across our business to restart works where we can, we’ve not yet reached a position to resume non safety-critical work such as installing new gas connections.    

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. Typically, our work won’t involve entering homes or businesses at this stage unless it’s an emergency.

As many of our support teams as possible are continuing to work from home during the outbreak, rather than travel to our offices and depots. For those key business-critical teams who do need to come into our offices, we’ve split teams across multiple locations to make sure we protect the essential service they provide while adhering to government guidance.


Protecting our customers and our colleagues

If you need us in an emergency, we're still here for you. However, if we need to visit your home, we’ll ask you some extra questions:

  • 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?

We’ll still come out to you if you answer ‘yes’ to either of these questions. We’ll ask you to help us keep our colleagues safe by following these extra steps:

  • Asking everyone in the property to stay in a separate room from our engineer while they work – this should be a room without any gas appliances or the gas meter
  • Opening all the windows in the room where our engineer will be working

Our engineers will wear protective equipment, including gloves and a mask, but please don’t be alarmed. This is to keep you safe, as well as our colleagues. 


Thank you for your support

These are unprecedented times for us all. We are immensely proud of how our employees have risen to the challenges we’re facing. From our key workers continuing to respond to gas emergencies 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.  

As the nation further recovers from the pandemic and UK and Scottish Government advice evolves, we’ll keep this page updated with how we’re adapting the ways we work.

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