Thursday 26 September - 3pm update
Our engineers have continued making good progress in Winslow overnight yesterday and throughout this morning.
We can now confirm that all affected gas supplies have been restored, except for those properties we’ve been unable to access. However, there are 15 properties which have internal issues caused by the water, which we’re working hard to resolve directly with those affected.
If you were out when we attempted to reconnect you, we will have left a card behind. Please call the contact number on the card as soon as possible to rearrange a visit from one of our engineers.
You will receive compensation for the time you were without your gas supply, as agreed with the energy regulator Ofgem. If you’re without gas for more than 24 hours, you will receive £70 compensation per household and for each complete 24-hour period you had no gas. This compensation is paid through your energy supplier and will appear as a credit on your next bill. There is no need to apply for this as it’s paid automatically. If you’re not sure who your energy supplier is, you can find their name on the top of your gas bill. It usually takes four to five weeks for your compensation to be processed. However, it can sometimes take up to three months to show on your account, depending on your supplier’s billing cycle.
We would like to take this opportunity to say a huge heartfelt thank you to everyone who has been affected by this emergency for your patience, support and understanding throughout.
This is our final update.
Wednesday 25 September - 5.30pm
As a reminder, gas is available to all domestic properties in Winslow affected by water entering our network.
We’re currently in the process of visiting these properties to turn their gas supplies back on. However, there are a number of properties we've been unable to access. If a card has been left at your property, please call the contact number as soon as possible to rearrange a visit from one of our engineers.
Our customer centre at Winslow Public Hall, Winslow, MK18 3DG, will close at 6pm today. We won’t be reopening the centre tomorrow, but if you need to talk to us, you can speak to our operational team at Elmfields Gate, near the sports ground.
Showering facilities for affected customers will however continue to be available at Swan Pool & Leisure Centre from 7.30am to 6.30pm tomorrow. Please take proof of address for access.
We'll be providing another update tomorrow.
Wednesday 25 September - 1.30pm
We’re continuing to visit properties today.
Gas is now available across the network area which was affected during this incident. We’re confident that we’ll be able to turn the gas back on in all domestic properties that we’re able to access today.
We’re still encountering issues caused by water in service pipes and appliances however engineers are working to resolve these as we move through the community.
We’d like to ask customers that if your smart meter is not working after gas is restored to please contact your energy supplier.
For further help and information, you can visit us at our customer centre at Winslow Public Hall, Winslow, MK18 3DG.
We’ll be there until 6pm.
Tuesday 24 September - 4pm
Today our engineers have made particularly good progress on site.
Some 150,000 litres of water have been removed in total and we anticipate being able to start restoring more supplies across the affected area this evening.
We have teams ready to visit your home when it’s safe to turn your gas back on.
We'll be providing our next update here tomorrow around 5pm.
If you need to talk to us in the meantime, you can visit us at our customer centre which will move location tomorrow to Winslow Public Hall, Winslow, MK18 3DG.
We’ll be there from 9am until 6pm.
Tuesday 24 September - 11am
Our engineers are back on site in Winslow working to remove the remaining pockets of water which entered our network.
We've now extracted over 130,000 litres of water from our pipes since Thursday, and as we continue to remove the water, it will enable more homes to have their gas supply reconnected.
Approximately 230 properties remain without gas and we'll visit your home when it's safe to restore your supply. It's really important that you wait for a visit from one of our engineers and do not try to turn your own gas supply back on.
For security reasons, you should always ask to see the identification card of anyone calling at your home. All our engineers carry a laminated identity card. If you are in any doubt, please refuse entry and seek assistance from a neighbour or relative, or call the telephone number on the identification card.
Our customer centre at Winslow Sports and Social Club is open until 6pm today. We'd be delighted to answer any questions you might have.
Thank you to the local community for your ongoing patience while we work to restore gas supplies in the area.
We'll be providing our next update around 5pm.
Monday 23 September - 8.45pm
Today, our engineers have been strongly focused on removing the remaining water which had moved in the pipes in the street.
We're making good progress extracting this water and making the required repairs to affected pipes, despite the severely challenging weather conditions on site.
We're continuing to isolate the remaining pockets of water this evening, ensuring we can have a renewed focus on reconnecting affected customers' gas supplies tomorrow.
We recognise it's difficult being without your gas supply, and it's really important you do not try to turn your own gas supply back on. We're doing everything we can to remove the water from our network and restore your supply as soon as possible. We'd like to thank the community for your ongoing patience and understanding.
Winslow Sports and Social Club has now closed for the evening, but our customer service team will return at 9am to answer any questions or help with any issues you may have.
Our next update will be published here around 11am on Tuesday.
Monday 23 September - 11.45am
Our work is ongoing and a priority this morning has been to remove water which has moved to other parts of our network in the local area.
Our customer service team remains at the sports and social club to respond to any questions or issues you may have. They will be on site until 6pm.
We are sincerely grateful for everyone's support and patience.
We'll be able to provide further details on work to restore supplies this evening.
Our next update will be posted by 7.30pm.
Sunday 22 September - 6.30pm
We’ve made good progress on site today and our engineers have now removed 100,000 litres of water.
We’ve brought in teams from across the region to respond to this incident so we can restore supplies quickly wherever possible.
Around 250 homes remain without gas. The large amount of water, which has also made its way into appliances in some properties, means it will take a while longer to turn everyone’s gas back on. We’re drafting in specialist contractors to assist with this particular issue.
Our customer service team will be back at Winslow Sports and Social Club tomorrow from 9am to support residents who have been affected.
Our next update will be posted by midday tomorrow.
We’re very sorry for the ongoing inconvenience being caused.
Saturday 21 September - 8.15pm
So far, 65,000 litres of water has now been extracted from our affected gas network in Winslow.
This large amount of water, which has also made its way into service pipes and meter boxes, has meant our progress restoring gas supplies has been slower than we anticipated.
Our engineers are continuing to work to remove more water and restore gas supplies this evening wherever possible.
Our Customer Centre in Winslow Public Hall is now closed, but we’ll be back at our original location in Winslow Sports and Social Club, Elmfields Gate MK18 3JG, from 9.30am tomorrow.
Thank you to Winslow residents for your continued patience and understanding.
Our next update on our progress will be posted tomorrow.
Saturday 21 September - 12 noon
We've been back in Winslow since 7am this morning continuing our efforts to restore gas supplies affected by water entering our network.
Our work today will focus on removing more water from our network and reconnecting more gas supplies where possible. We do also expect to be removing water from individual service pipes and gas meters.
In some of the affected area where gas is available, there are a number of properties we've been unable to access to turn gas supplies back on. If a card has been left at your property, please call the contact number as soon as possible to rearrange a visit from one of our engineers.
If you need to talk to us, you can visit us at our Customer Centre which has moved location today to Winslow Public Hall, Winslow, Buckingham MK18 3DG.
Showering facilities for affected customers are available at Swan Pool & Leisure Centre from 7.30am to 6.30pm over this weekend. Please take proof of address for access.
We know it's very frustrating being without your gas supply, and want to thank the local community once again for your understanding and support as we deal with this emergency.
We'll post an update on our progress at round 7.30pm.
Friday 20 September - 8pm
We have now extracted over 30,000 litres of water from our gas network in Winslow.
Our progress has been slower than we hoped today because, in many properties, the water has made its way into individual service pipes and meters. This takes a lot longer to remove. Please do not try to turn your own gas supply back on - by doing so, you risk getting water into your appliances and causing damage to them.
We’ll continue to restore supplies where possible tonight and our Customer Service team will be at Winslow Sports and Social Club until 9pm today if you need us. Please note we’ll be moving the location of our Customer Centre tomorrow to Winslow Public Hall, Winslow, Buckingham MK18 3DG. It will once again be open from 9am.
Our engineers will return tomorrow first thing in the morning to continue extracting water and restoring gas supplies.
Compensation
You will receive compensation for the time you were without your gas supply, as agreed with the energy regulator Ofgem. If you’re without gas for more than 24 hours, you will receive £70 compensation per household and for each complete 24-hour period you had no gas. This compensation is paid through your energy supplier and will appear as a credit on your next bill. There is no need to apply for this as it’s paid automatically. If you’re not sure who your energy supplier is, you can find their name on the top of your gas bill. It usually takes four to five weeks for your compensation to be processed. However, it can sometimes take up to three months to show on your account, depending on your supplier’s billing cycle.
We recognise it's not easy being without gas, and we're doing everything we can to extract the remaining water and get more properties reconnected.
We’ll update you again at 1pm tomorrow.
Friday 20 September - 11am
Our engineers continue to make good progress extracting water from our gas network in Winslow.
We're also continuing to restore supplies to some properties. If your gas supply is still off, be patient and do not try to turn your own gas supply back on - by doing so, you risk getting water into your appliances and causing damage to them.
If we do try to visit you and you are not in, we will leave a card with details on how to contact us.
Our Customer Centre reopened at 9am today at Winslow Sports and Social Club and will close at 9pm. We have portable electric appliances for cooking and heating available at the centre for any customers on the priority services register.
Showering facilities for affected customers are available at Swan Pool & Leisure Centre from 6.30am until 10.30pm today, and 7.30am to 6.30pm over the weekend, should this be necessary. Please take proof of address for access.
We'll provide a further update at around 8pm.
Thursday 19 September - 8.45pm
Earlier today, we visited every affected property in Winslow where we could get access to turn off the gas supply at the meter.
Our engineers have made excellent progress extracting water from our affected gas network with over 15,000 litres removed so far.
Due the progress made, we've already begun restoring gas supplies. However, 382 properties still remain without gas.
If your gas supply is still off, be patient and do not try to turn your own gas supply back on.
We’ll continue working until later this evening to extract more water and restore supplies where possible. While the majority of properties still off gas will not be reconnected tonight, our engineers will return to continue their work first thing tomorrow.
Our Customer Centre in at Winslow Sports and Social Club will close shortly at 9pm today, but reopen again at 9am tomorrow.
Thanks for your ongoing patience and support while we work hard to restore gas supplies.
Our next update will be at 11am tomorrow.
Thursday 19 September - 4pm update
We can now confirm that up to around 800 properties in the Winslow area have lost their gas supplies due to water entering our network. The affected properties are in the following streets:
- Beamish Way
- Claremont Close
- Comerford Way
- Courthouse Close
- Keach Close
- Lake Close
- Lambtons Way
- Leapingwell Lane
- Longlands Court
- Longlands Walk
- Lowndes Way
- Magpie Way
- McLernon Way
- Meeting Oak Lane
- Offas Lane
- Old Mill Furlong
- Old Station Close
- Ovitts Close
- Picadilly Mews
- Rudds Close
- Scott Evans Court
- Station Road
- Tank House Road
- The Spinney
Our engineering teams are on site extracting water from our network while continuing to visit all the affected properties to turn off gas supplies at the meter.
Our Customer Service team is still available at Winslow Sports and Social Club, Elmfields Gate MK18 3JG, until 9pm today to provide support or answer any questions. You can alternatively call us on 0800 912 1717. We have portable electric appliances for cooking and heating available at the centre for any customers registered on the priority service register.
Showering facilities are also available for all affected residents at Sir Thomas Fremantle Secondary School, Buckingham Road, MK18 3GH, between 5pm to 9pm today. Please being proof of your address.
We’re working to restore supplies as quickly as possible and are very sorry for the inconvenience this is causing.
Our next update will be at around 8.30pm.
Thursday 19 September - 2pm update
We're aware gas supplies to properties in the Lowndes Way area of Winslow have been affected as a result of water entering our network.
This happened following an incident on one of our operational sites last night. An investigation is under way and it is too early to know what caused the incident.
In the meantime, our engineers are on site to remove the water from our pipes before we can restore gas supplies. We’ll also be visiting all affected customers to turn off their gas supply at the meter.
Once gas is available again, our engineers will return to these properties to turn their gas back on and carry out checks. It's difficult to estimate exactly how long it will take to restore supplies at this time, but our engineers are working to do so as quickly as possible. We'll be updating residents on our progress via this webpage.
Our Customer Service team is now based at Winslow Sports and Social Club, Elmfields Gate MK18 3JG. Come along to visit us if you need any additional support or have any questions. You can also reach the team on 0800 912 1717. If you're registered on the priority service register, our Customer Service team will be in contact with you directly.
Our next update will be at around 4pm today.