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Gas Transporter

The service you can expect

A steady gas supply to your property

If your gas gets disconnected unexpectedly

If your domestic gas supply fails and you haven’t been warned about it, your gas transporter will reconnect you within 24 hours.

If they don’t, they’ll pay you £30. And you’ll get another £30 for every extra 24 hours you’re off supply, up to £1,000.

If your gas transporter needs to cut off your gas

Sometimes your gas transporter will have to temporarily interrupt your gas supply to work on the pipes in your area. They’ll let you know when and why it’s happening at least 5 working days before they start.

If they don’t, you can make a claim up to 3 months after your gas was cut off. They’ll pay £20 for domestic homes and £50 for businesses.

Reconnecting your gas after work in or around your building

Your gas transporter will reconnect your gas within 5 working days of finishing work on the pipelines or mains within or under your premises. 

If they take any longer, they’ll pay £50 for domestic customers and £100 to businesses. And for every 5 extra working days you’re without gas, they’ll pay another £50 (for domestic homes) or £100 (to businesses).

 

When you need work done

If you need a new connection, or need to change one you already have

If you ask your gas transporter for information about the gas mains in and around your land (a land enquiry), they’ll get back to you within 5 working days.

If they don’t, they’ll pay you £40. They’ll pay another £40 every working day until they answer up to a maximum of £250. 

For straightforward changes or new connections to small or medium supplies

If you ask for a quote for a standard new connection before 5pm on a working day, your gas transporter will send it to you within 6 working days. The same goes for getting quotes for straight forward changes.

If they don’t, they’ll pay £10. You’ll get an extra £10 for every working day until they send you a quote up to a maximum of £250. 

 

 

For more complicated changes or new connections to small or medium supplies

If it’s a non-standard new connection or change, they’ll send you the quote in 11 working days. 

If they don’t, they’ll pay £10. You’ll get an extra £10 for every working day until they send you a quote up to a maximum of £250. 

For more complicated changes or new connections to large supplies

If you need a quote for large-scale work, your transporter will get back to you within 21 working days.

If you don’t hear from them in that time, you’ll get £20, and an extra £20 for every working day until they send you a quote up to a maximum of £500.

If you are given a quote that is wrong

If you get a quote for a job and it’s not in line with your gas transporter’s published accuracy scheme, you’re entitled to a new quote and a refund of any money you’ve overpaid. You’re also entitled to compensation for late quotes. 

For more information about quotes, talk to your gas transporter.

Setting work dates

Once you accept a quote, your gas transporter will be in touch within 20 working days to let you know when the work’s due to start and finish.

If they take longer to get back to you, they’ll pay £20 for small to medium supplies, and £40 for large supplies. You’ll also get an extra £20 for small to medium supplies or £40 for large supplies for every working day until they give you the work dates. Up to the quotation sum or £250 whichever is lowest for small to medium supplies and £500 for large supplies. 

Payments when new connections and alternation work is not done on time

If your gas transporter doesn’t finish a job in the time they’ve agreed with you, they’ll pay you for each working day they go over schedule. How much they pay you will depend on the quote for the work.

Quoted cost

Penalty

Cap

Up to and including £1,000

£20

Lesser of £200 or the contract sum 

£1,001 to £4,000 

Lesser of £100 or 2.5% of the contract sum 

25% of the contract sum 

£4,001 to £20,000

£100

25% of the contact sum 

£20,001 to £50,000

£100

£5,000

£50,001 to £100,000

£150

£9,000

 

Alternative ways to heat your home and cook if you lose your gas supply

If your gas gets disconnected, planned or not, and you’re a Priority Services Registered domestic customer, your gas transporter will make sure you have other ways to heat your home and cook.

You’ll get these within 4 hours (from 8am to 8pm), or 8 hours if the gas cuts out unexpectedly and it affects more than 250 people.

If your gas transporter doesn’t meet these standards, they’ll pay you £24 as long as you let them know about it up to 3 months after it happened. 

Complaints and licence information

Getting money back and sorting out complaints 

How the process works

 

What you can expect

Standards of Services