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 and 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).

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. 

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.

  • For a quoted cost up to and including £1,000 the penalty would be £20 per day capped at the lesser of £200 or the contract sum.
  • For a quoted cost of £1,001 to £4,000  the penalty would be the lesser of £100 or 2.5% of the contract sum  Capped at 25% of the contract sum.
  • For a quoted cost of £4,001 to £20,000 the penalty would be £100 per day capped at 25% of the contract sum.
  • For a quoted cost of £20,001 to £50,000 the penalty would be £100 per day capped at £5000.
  • For a quoted cost of £50,001 to £100,000 the penalty would be £150 per day capped at £9000.

Information about your gas transporter's complaints process and licence standards

When you can expect to hear back if you complain

Your gas transporter will get back to you in detail within 10 working days upon receipt of a complaint in writing or over the telephone to a specified customer services telephone number.

If a visit to your premises or additional information from a third party is required to sort out the complaint, they’ll issue an initial written response within 10 working days to explain the situation, and also provide you with a point of contact.

They’ll then send you a more detailed answer within 20 working days of getting your complaint.

If they don’t meet those deadlines, they’ll pay you £20. You’ll also get £20 for every extra 5 working days you don’t hear from them, up to a maximum of £100. 

Getting your compensation payments

If your gas transporter doesn’t meet one or more of the standards, they’ll write to you (or us) and pay you what they owe within 20 working days of the compensation being due.

If they don’t, you’ll get an extra £20.

For unplanned interruptions, your gas transporter will also make payments if your premises are not connected to their pipeline system. These payments will either be paid to you or the gas transporter, whose pipelines are connected to your premises within 10 working days. Where payments have been received from other gas transporters, your gas transporter will pass this payment to you within 5 working days.

A cap on how much you'll get back

There’s a cap on how much your gas transporter will pay for problems to do with getting quotes, setting work dates, or asking about new connections and changes. The cap is £250 for small or medium supplies, and £500 for large supplies.

What's not covered

There are some situations that aren’t covered by the guaranteed standards – these are usually cases where we don’t have any control over what’s happened, for example: 

• Particularly severe weather.
• Industrial action.
• Damage caused by the customer.
• Not being able to get into a building.
• Disputes over labour.
• Safety reasons.
• Legal reasons.

Calls to your gas transporter

Your gas transporter will answer your call within 30 seconds. This covers the National Gas Emergency Service, the meter enquiry line and the meter point reference number helpline. They aim to answer 90% of calls within that time.

Responding to gas emergencies

An engineer will get to uncontrolled gas leaks within 1 hour, and controlled leaks within 2 hours.

They aim to get to 97% of leaks, whether uncontrolled or controlled, within that time.  The performance actually achieved by each GT for the period 1 April 2016 to 31 March 2017 is shown in the table on page 8 in the Gas Transportation customer standards performance report.