Update: Sunday 28 December - 4pm
Our engineers have been working tirelessly to restore gas supplies in the Cowper Road area of Dover, successfully removing more than 4,300 litres of water from our network.
We’re pleased to confirm that our teams have now visited every affected property to restore gas supplies. If you were not at home when we called, we will have left a card with our contact details. Please get in touch with us as soon as possible so we can reconnect your supply.
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 £75 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’d like to extend our sincere thanks to everyone affected for your patience, support and kindness while we worked to restore supplies.
Remember, if you ever smell gas, call the National Gas Emergency Service immediately on 0800 111 999.
This is our final update.
Update: Sunday 28 December - 10.45am
Our teams are making good progress restoring gas supplies in the Cowper Road area of Dover, following water entering our network.
The majority of affected homes are now back on supply, and we continue to remove water from the network using syphon tankers so that the remaining properties can be reconnected as quickly as possible.
We are visiting homes throughout today to turn supplies back on where possible. If you are not at home when we call, we will leave a card with details on how to contact us so we can arrange to reconnect you.
Our Customer Service team is available at Village Hall, Common Lane, where you can drop in if you need additional support or would like to speak with us directly.
If you smell gas, call the National Gas Emergency Service immediately on 0800 111 999.
We will share another update this afternoon and thank you for your patience while we complete this work.
Update: Saturday 27 December - 7.45pm
So far we've removed over 1,500 litres of water from our gas network.
This has enabled us to begin restoring a small number of supplies to affected homes where gas is now available.
Work to remove the water from our gas network and restore supplies will continue late into this evening, and re-start first thing tomorrow morning.
For safety reasons, it's important that you don't try to reconnect your own gas supply. Please wait for one of our engineers to visit you and carry out routine safety checks and carry out the restoration process.
If you require additional support or need to speak with us, please call us on 0800 912 1717 or visit our Customer Service team at Village Hall, Common Lane, from 9am tomorrow morning.
We're really sorry you're still without your gas supply and are working as quickly as possible to reconnect all homes to our network.
We'll post an update on our progress tomorrow morning.
Update: Saturday 27 December - 3.45pm
Our engineers have been busy making repairs to our gas pipe following water damaging and entering the network.
We've now managed to access all affected properties to turn off supplies at the gas meter, which means we're now in a position to begin removing the water from our gas network.
Work to remove the water from our pipes will continue this afternoon and into this evening. We need to remove the water before restoring any gas supplies.
Our Customer Service Team will remain on site at Village Hall, Common Lane, CT17 0RA, until 8pm this evening. Please pop along to see them if you need any assistance, or call us on 0800 912 1717.
We'll post an update on our progress here at 8pm.
Saturday 27 December - 10am
We're aware that a number of properties in the Cowper Road area of Dover lost their gas supplies yesterday as a result of water entering our network.
We've visited the majority of affected homes to turn off gas supplies at the meter, however there are a handful of properties we still require access to. Our engineers can't begin to remove the water from our flooded network until we've gained access to all affected homes.
We are trying to contact these residents again throughout the morning. If you know of any neighbours who are away for the festive break, please let one of our engineers on site know, or call us on 0800 912 1717.
When we have turned off all affected gas supplies at the meter, we'll begin removing the water from our flooded gas network. We're hoping to start this work later today.
If you require additional heating or cooking appliances, we have electric heaters and hot plates available. Please call our Customer Service Team on 0800 912 1717 and we'll arrange delivery of these items.
Our on-site Customer Service Team are visiting any registered vulnerable households today. If you need any additional support and our team hasn't been in contact with you, please call us on the number above and we'll arrange this as soon as possible.
We're really sorry for the inconvenience you're experiencing, and want to assure you we're working as quickly as possible to restore gas supplies to the area.
We'll provide an update on our progress later this afternoon.