We manage the pipe network that distributes natural and green gas to 5.9m customers in homes and business across the south of England and the whole of Scotland.
Whoever your supplier is, it’s our pipes that deliver your gas.
Upgrading our network
The existing metal gas mains in some areas have reached the end of their useful life and need to be replaced with new yellow plastic pipe that’s designed to last for 80 years.
If we are planning to work in your area, we’ll write to you before we start work.
What to expect
Preparing for our work
Before our project starts, you might see us or our contractors working on your street. We’ll deliver and set up any equipment we need for our work. We’ll also visit customers on the Priority Services Register to discuss our work.
Sometimes we need to use temporary traffic lights, divert local bus routes or close a road. This is to keep the public and our engineers safe but we’ll always let you know in advance.
Upgrading your gas pipe
If we need to work on your property, we’ll visit you to discuss this and give you seven working days notice.
We might have to upgrade the service pipe to your property. Depending on your meter position, this might involve digging on your property. We’ll let you know in advance and talk you through what will happen.
Turning off your gas and upgrading your gas pipe
We’ll need to enter your property to turn off your gas supply so that we can carry out the work safely. We normally do this first thing in the morning.
We might have to turn your gas supply off twice. We won’t know until we arrive on site but we'll always discuss it with you in advance.
Turning off your gas and upgrading your gas pipe
When your service pipe has been upgraded, we’ll visit you to turn your gas back on. This is normally the same day.
If you’re not in, we’ll leave a card with a number for you to call and we'll send an engineer out to visit you as soon as possible.
Reinstating surfaces and tidying up
If we have to dig on your property, our specialist teams aim to fill any holes and tidy up within five working days.
Specialist material surfaces such as resin might take longer, and we’ll discuss temporary filling options with you.
New surfaces could take longer to blend in with older, more weathered areas.
Once we are finished at your property, it will be left clean and tidy with boards and barriers removed.
Before we go
When we’re carrying out a large project, you might see us move along or across the road as we move on to the next stage of our work.
We’ll tidy up after ourselves as we go and before we leave the street.
Extra help
Taking care of those who need extra help is important to us. While we work in your street, our engineers and contractors will discuss your individual circumstances with you and do all they can to keep you safe and warm.
If you are on the Priority Services Register, we’ll visit you to offer extra help if your gas needs to be turned off.
We're always happy to help
Keeping you safe and warm is our top priority. If you have any questions about our works or your gas supply, there are many ways you can get in touch.
Smell gas?
If you smell gas or have concerns about gas safety, call the National Gas Emergency Service on 0800 111 999.
