Loss of supply incident - Mayfield
Overview
Our engineers are responding to a loss of gas supplies in the Mayfield area of East Sussex reported on Tuesday 13 January.
We're investigating the extent of this issue. At this stage it's too early to suggest how long it will take to restore supplies, but we'll be updating this page with more information as it becomes available.
We’ve completed the final repairs to our network this morning, and we’re now able to begin reconnecting gas supplies to affected Mayfield homes.
Our engineers will be revisiting each property throughout the afternoon to restore the gas supply and perform safety checks. If customers are out when our engineer calls, they should follow the instructions on the card left behind to rearrange a visit.
Our customer centre remains open today for any questions members of the public might have about this work, located at the Memorial Institute Building on North Street.
We appreciate it’s not easy for any customer to be without gas supply, especially during these colder conditions, and we thank Mayfield residents for their ongoing support. Please rest assured, we’re working to restore supplies safely and as quickly as possible.
We’ve made good progress today and removed all of the water from our gas network following third-party damage.
Over 3,000 litres of water have been removed from our network and we’re working into this evening to continue preparing our larger pipes for reconnection. There may still be water in the small pipes that feed individual properties, which we will remove as we restore gas to each property. All being well, we hope to be able to start reintroducing gas to the affected network on tomorrow (Friday 16 January) afternoon.
Our temporary customer centre will reopen at 9am tomorrow at its new location of The Memorial Institute Building, North Street. Any customers requiring additional support can call our Customer Services team on 0800 912 1717.
Thank you for your continued understanding and patience as we carry out this urgent emergency work. Our next update will be at 12.30pm on Friday.
Today we have continued to remove water from our network - an important step before trying to restore gas supplies. We were able to locate an additional point to extract water which will speed up the process.
We are continuing to update customers in the community with home visits and phone calls, especially those who are vulnerable and need extra support. Our customer centre will reopen tomorrow morning at The Memorial Institute Building, North Street.
Once again, we’re very sorry for the disruption and inconvenience caused.
Our next update will be at 9pm.
We’re continuing our work to repair our gas network in the Mayfield area following damage by a third party.
Around 70 homes are without gas. We are very sorry for the disruption and inconvenience this is causing. The weather is making conditions on site more challenging, however our engineers remain focused on restoring gas supplies as quickly and safely as possible.
Our Customer Service team is available at Rotherfield Village Hall in North Street, where you can drop in if you need additional support or would like to speak with us directly.
We'd like to confirm that 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 supplier and will appear as a credit on your next bill. There is no need to apply for this as it’s paid automatically.
We’ll provide our next update at 5pm.
Our team has been on site all day today working to resolve the issue which has impacted gas supplies in the Mayfield area of East Sussex. We are sorry for the inconvenience this is causing to our customers.
Our focus today has been on removing water from our network in the local area following the damage caused by a third party. So far, a total of 2,500 litres of water has been extracted.
We have also visited all of our priority customers, including elderly residents and households with young children. Hot plates and heaters have been provided to them where needed.
Please be assured that resolving this issue is our absolute priority, and our engineers are doing everything possible to get those affected safely back on supply as quickly as possible.
Any customers requiring additional support can call our Customer Services team on 0800 912 1717, or visit our temporary customer centre at Rotherfield Village Hall in North Street, Rotherfield, Crowborough TN6 3LX when it reopens at 9.30am tomorrow.
Our teams are making good progress, though we don’t expect to be able to reconnect customers tonight.
We will provide a further update here tomorrow morning.
We are aware that gas supplies to 71 properties in the Mayfield area of East Sussex have been affected due to water entering our network following damage caused by a third party.
Our engineers are on site to assess the extent of the damage ahead of undertaking a repair.
For safety reasons, our teams have visited affected properties to temporarily turn off gas supplies at the meter.
We are sorry for the inconvenience this is causing to our customers however it’s an essential step to allow us to carry out the necessary work and restore supplies safely.
We’re providing additional support for those customers in most need. Electric hot plates and heaters are available for vulnerable customers, including elderly people and households with young children.
At this stage, it’s too early to give a confirmed timescale for restoring gas supplies.
Please be assured that resolving this issue is our absolute priority, and our engineers are doing everything possible to get those affected safely back on supply as quickly as possible.
Please follow this page for the latest information, and thank you for your patience and understanding while we work to resolve this incident.