Tuesday 4 November - 10am update
We’ve removed the water which entered our network and gas is now available to all affected properties in Southwater.
Our teams visited the remaining 100 or so properties yesterday evening to restore gas supplies and carry out safety checks.
We were unable to access 20 properties, and our engineers have returned this morning to revisit these homes to restore supplies. If you’re not in when our engineer calls, we’ll leave a card with instructions to rearrange a visit.
We’re sorry for the inconvenience caused by this incident and recognise it’s not easy being without your gas supply. We’d like to thank the Southwater community for your patience and understanding while we removed the water and safely reinstated supplies.
If your gas supply was off for more than 24 hours after you contacted us or via engineer isolation, you will receive compensation as agreed with energy regulator Ofgem. Eligible households will receive £75 compensation for each complete 24-hour period you had no gas.
This compensation is paid through your 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 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.
Our engineers will remain visible in the area replacing sections of our pipework to ensure the network remains safe and reliable in the future.
This will be our final update.
Monday 3 November - 5.45pm update
Work is now underway to safely connect gas supplies to the 153 properties affected by water entering our network.
So far, we’ve extracted 600 litres of water from our pipes in the College Road area. Work to remove water and repair our network will continue over the coming days.
Approximately 100 homes remain off gas, but our engineers will continue to visit homes to restore supplies late into this evening.
If you’re out when our engineer visits, please call our 24-hour Customer team on 0800 912 1717 to rearrange as soon as possible. For safety reasons, please do not attempt to turn your gas supply back on yourself.
Our customer team is on hand at Southwater Country Park Café until 9pm to answer any questions you might have.
If you are elderly, disabled, chronically ill or have young children you can also obtain portable electric heating and cooking appliances at our customer centre too.
We’d like to thank the Southwater community for the continued patience and understanding while we work to restore gas supplies.
A further update will be provided this evening.
Monday 3 November - 12pm update
Our teams have continued to investigate the loss of gas supply in the Southwater area since last night.
We have made good progress this morning and have identified water in the gas network in the College Road area. This is being removed and we're working to identify the source.
We have now turned off the gas supply at some properties. Some supplies are working again and we are continuing our checks at homes in the area. At this time, we are prioritising our visits to priority customers who need extra support.
We've opened up a customer centre where our team is on hand to answer any questions you might have. We're at Southwater Country Park Cafe (12 Cripplegate Lane, Southwater RH13 9UN) until 9pm.
We will provide another update by 5pm today.
Sunday 2 November - 10.45pm update
We have dispatched more engineers to Southwater tonight as our team continues to investigate the problem.
The streets affected are:
• Abbotsleigh
• Andrews Road
• Centenary Road
• Cripplegate Lane
• Faires Close
• Foxfield Cottages
• Gratwick Walk
• Hayler Gardens
• Heasman Place
• Millfield
• Rascals Close
• Roman Lane
• Shipley Road
• The Fieldings
• The Meadows
• Treetops
• Turners Close
• Wealdon Close
• Woodlands Way
• Worthing Road
• York Close
For safety reasons, each affected property needs to have its gas supply turned off at the meter.
We're really sorry for the inconvenience this is causing and we'd like to reassure you we are working as quickly as possible to restore gas supplies.
It's still too early to say how long you'll be without your gas supply, however we'll keep you updated on our progress here.
Our website will be updated tomorrow by midday.
Sunday 2 November - 7.45pm update
We are aware that supplies to homes in the Southwater area have been affected by a loss of gas supply.
Our engineers are currently on site to investigate the problem.
We have electric hot plates and heaters available for vulnerable customers such as elderly people and those with young children. If you need to speak with our team or require additional support, please call us on 0800 912 1717.
At this time, it's too early to estimate how long it will take to restore supplies, but we'll keep you informed of our progress here.