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Urgent gas incident
Loss of supply, Knaresborough

If you smell gas or are worried about gas safety, call 0800 111 999 at any time of the day or night. Read more

Press Office
0113 322 7950

Out of hours: 0113 322 7978

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stakeholder@northerngas.co.uk

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Day or night
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Customer Care Team
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Seaton Carew

  • Location Seaton Carew, Hartlepool, UK
  • Start Date 27 October 2022
  • Duration 2 Weeks

Upgrading the gas network

Northern Gas Networks is investing over £XXX into the gas network at Seaton Carew. upgrading the gas network at Seaton Carew and ensure that continued safe and reliable flow of gas to the community for many years to come, while getting the network ready to transport alternative cleaner fuels in the future. The project will see us replace over XXkm of existing metallic pipes, with new more durable plastic pipe.

Latest update

30/09/2022 12:00 am
Latest Update 1

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  • Map of area affected
  • Meet the team
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  • Videos
    • What to expect when we're upgrading the gas network on your street

  • Frequently asked questions
    In an emergency
    What do I suspect carbon monoxide?

    Open all doors and windows
    • Move outside into fresh air
    • Call the National Gas Emergency Service on: 0800 111 999

    If someone has collapsed or is displaying severe symptoms, seek medical help by calling 999 or 112.

    Further information

    What if the gas leak is indoors?

    Our engineers will always make the situation safe when called to a suspected gas escape. However, the emergency service provided by Northern Gas Networks under the terms of its license doesn’t cover repairs to appliances or installation pipework which can’t be completed within 30 minutes.

    What happens when I dial the National Gas Emergency Service?

    When you dial 0800 111 999, your call will be routed to the call centre where trained operators are working round-the-clock waiting to take your call. A call handling agent will log all the appropriate details onto a computer. The kind of information you’ll be asked for includes:
    • The address / location of the suspected gas escape or gas emergency
    • How many people are at the property
    • Where the smell is most noticeable
    • How long the smell has been noticeable
    • Are any neighbours affected
    • Your name and phone number
    • Any special circumstances or access information

    How long will I have to wait for an engineer to arrive?

    Northern Gas Networks aims to attend all uncontrolled gas escapes within one hour, and all controlled escapes within two hours. A controlled gas escape is one where the person reporting it has confirmed that the gas emergency control valve serving the premises has been turned off and the smell of gas has gone. An uncontrolled gas escape covers all others.

    Sometimes, our Emergency Response Engineers will be sent to a leak that has been reported outdoors. Around a quarter of these turn out not be gas leaks at all. Around 80% of the gas escapes we attend are inside buildings. That means the escape is related to internal pipework, a boiler, gas fire or other gas appliance.

    What happens once your engineers have made the situation safe?

    Once we have made the property safe, our Emergency Response Engineer will explain that any work on appliances (e.g. cookers, boilers or fires) has to be carried out by Gas Safe Registered engineer. You can find details on the Gas Safe Register website.

    What do I do if my boiler stops working in cold weather?

    If your boiler has stopped working in the cold, check if your boiler’s condensate pipe has frozen. Follow these simple steps that might help you get your boiler back up and running if it stops working.

    • To thaw frozen boiler pipes, hold a hot water bottle or heat wrap around the pipe
    • Alternatively, pour hot, NOT boiling, water over the frozen end of the pipe
    • If the boiler fires up, it’s fixed. If it doesn’t, pour hot water on the pipe again. If your pipes are still frozen, call your gas supplier if you have home or boiler care cover. Alternatively, contact a Gas Safe registered engineer for assistance. The National Gas Emergency Service won’t be able to help with boiler or appliance issues.

    Watch our short video which explains the simple steps to take.

    What do I do to stay warm while my gas is off?

    No one wants to be without heating, hot water or the ability to cook and we’ll do everything to get your gas back on as quickly as possible. We will provide electrical heaters and hot plates for those who need them most while the gas is turned off.

    Some of our customers need extra support if there’s an unexpected interruption to their gas supply.
    If you have a disability or illness which means you might struggle without your gas supply, even for a few hours, it’s a good idea to get added to your gas supplier’s Priority Services Register.
    If you’ve got an elderly or vulnerable neighbour or relative who you think might benefit from this service, why not make them aware of it too?

    For further information please visit: https://www.northerngasnetworks.co.uk/PSR

    Am I eligible for compensation for being without gas?

    We are regulated by The Office of Gas and Electricity Markets (Ofgem), who set out our
    Guaranteed Standards of Performance. If we fail to meet any of these standards, you could
    be entitled to a compensation payment.

    The standards cover:

    • Restoring your gas supply
    • Reinstatement (filling the holes after our work)
    • Notification about planned works which will interrupt your gas supply
    • Gas connections/alterations/disconnections
    •  Provision of alternative cooking/heating facilities for priority domestic customers
    • Response to complaints

    To find out more and apply for compensation, please visit:
    https://www.northerngasnetworks.co.uk/get-in-touch-2/

    How do I know the engineer at my property works for Northern Gas Networks?

    All our engineers carry identification. Please ask to see this before letting anyone in.

    What do I do if I have hit a pipe?

    If a pipeline is struck, even if no gas leak has occured, move away from the area as soon as possible and keep other people away if you can.

    Call the National Gas Emergency Service 24 hours a day on 0800 111 999.

    Further information on working safely near our pipes and related gas infrastructure.

    How do I find out who my gas supplier is?

    To find out who your gas supplier is you can call the M Number Helpline on 0870 608 1524.
    You’ll need to tell them your postcode and the first line of your address. Calls cost 7p per minute plus your phone network operators access charge.

    Alternatively you can visit the Find My Supplier website: www.findmysupplier.energy

    If you have to dig on my property, how will you put things right and when will the excavation be filled?

    Once we’ve completed our essential gas works we’ll start work to restore the area to as near to original as possible. It should take up to five days to finish for most surfaces, and you’ll see a number of different teams and vehicles working together.

    You can find more information about how we put things back to normal following our essential gas works in this leaflet: <link to Completing the job PDF>

    Your gas supply
    How do you ensure that there is always enough gas to meet demand?

    National Grid is responsible for ensuring the national gas pipeline system is kept in balance.
    It ensures a balanced system by buying and selling gas and using stored gas to ensure that in
    most normal circumstances, demand can be met.

    Usually the system is balanced by gas bought on the open market through the ‘On the Day
    Commodity Market (OCM)’ set up as part of the Network Code, the rules that govern the
    supply of gas. National Grid also has gas in store (the so called Top-up and Operating
    Margins gas) to ensure the system is balanced and that supplies are maintained.

    Digging safely
    Working in the road
    Affected by our work?
    Connections
    What is a shipper / supplier?

    Northern Gas Networks is a gas transporter.  We deliver gas to customers on behalf of gas
    suppliers and shippers who sell gas to customers. Gas suppliers and shippers are responsible
    for your gas meter as this is their property. A list of gas suppliers can be found by calling
    0345 404 0506 or https://www.citizensadvice.org.uk/

    How do I arrange for a meter to be installed?

    You must have a live gas supply at your property for a meter to be installed. Once your
    supply is live you will need to contact a gas supplier with your unique Meter Point Reference
    Number. This number will be provided by Northern Gas Network once you have accepted
    your quotation.

    Which meter box is best for me?

    There are a range of meter box options to choose from. We’ve included a meter box menu
    in all of our application packs which provides information to help you choose the right
    option for you. Alternatively just give one of our design representatives a call and they will
    be happy to advise.

    Can you reconnect my gas supply following an alteration?

    Unfortunately we are unable to reconnect your gas supply following your alteration if:

    • you are having your supply moved to a semi-concealed meter box
    •  if you are moving your meter two metres or more from its existing position
    •  if you require more than two metres of pipework.
    I’m having an alteration to my gas supply, can you explain a partial reconnection?

    A partial reconnection is the reconnection of your gas meter back to our pipe network after
    we have carried out the alteration. This option will require you to arrange for a Gas Safe
    registered engineer to reconnect the pipe work that connects your gas meter to your gas
    appliances.

    What are easement and consents?

    Legally we need to make sure we have agreements in place for us to lay gas pipes in other
    people’s land. On some occasions we may send additional paperwork to you to get signed
    by the landowners. If you cannot get this paperwork signed it may mean we are unable to
    proceed with your work. More information can be found in our guidance leaflet.

    Can I dig my own trench?

    Yes, this will also make your quotation cheaper, however there are certain requirements
    you will have to meet.  Find out more here

    Will Northern Gas Networks install a new pipe within a multi utility trench?

    Yes, however all utilities must be laid at the correct depths and with the correct separation
    distances. Read our guidance leaflet for more information

    Can I obtain a quotation for another Utility Infrastructure Providers and Independent Gas Transporters?

    Yes it may be possible to obtain an alternative quotation from other Utility Infrastructure
    Providers and / or Independent Gas Transporters for the provision of work.

    A list of registered UIp’s and IGt’s can be obtained from the Gas Industry Registration
    Scheme website. The Energy and Utilities Alliance can also provide information on
    alternative installers.

    What is a budget quote?

    A budget quote is an estimated cost which can be prepared without a lot of detailed
    information. Budget quotes are great if you are making an initial enquiry and you don’t yet
    have a detailed site plan, if you are enquiring about a multiple use site or if you want to find
    out about reinforcement costs that might be required for multiple properties.

    What information to I need to provide for you to issue a budget quote?

    To help us to provide a fast budget quote for your new connection we will need to know:

    • Applicant details
    • Site address
    • The number of properties that you want to connect
    • The type of meter box/es you require
    • The size of your required gas load
    • If you are doing your own digging
    • A site plan showing road layout and surrounding site geography.
    Getting in touch
    Energy prices and market impact
    Will my gas supply be cut off?

    Since 1990, network companies have invested around £100 billion in the national and local
    grids, operating one of the most reliable networks in Europe. That’s nearly £4,000 invested
    for every household.
    The rise in wholesale gas prices will not affect the continued safe and reliable supply of gas
    to customers and the UK Government is confident that there are sufficient resources to
    meet energy demand.

    What happens if my energy supplier exits the market?

    There are protections in place to ensure there is no interruption to gas or electricity supply
    if your energy supplier goes out of businesses.
    If your energy supplier ceases trading you will be transferred to a new supplier
    automatically.   Take a meter read (if possible) so that you can give this to your new
    supplier.
    You can find out more about the consumer protections that are in place
    here: https://www.ofgem.gov.uk/news-and-views/blog/how-youre-protected-when-
    energy-firms-collapse
    If you are concerned about the current situation, contact your energy supplier, or the
    energy regulator, Ofgem – www.ofgem.gov.uk

    How will the current situation affect my energy bills?

    Customers on a fixed deal won’t see a change to their tariff or unit rate until their deal
    comes to an end, unless their supplier ceases trading.
    If your supplier goes out of business your new supplier will put you on a new tariff which
    might be more expensive than your old one.

    You can switch if you’re not happy with your new supplier or tariff. You can do this without
    paying an exit fee.  However, because many energy suppliers are struggling, you won’t find
    as many tariffs as normal.

    Other customers who may see an immediate increase to the unit rate are those whose fixed
    rate tariff is now coming to an end as they will have to find a new deal – many of which are
    much higher than in previous months.

    What is the energy price cap?

    The energy price cap allows energy suppliers to pass on all reasonable costs to customers,
    including increases in the cost of buying gas.
    The energy price cap will increase from 1 April 2022 for approximately 22 million customers.
    Those on default tariffs paying by direct debit will see an increase of £693 from £1,277 to
    £1,971 per year (difference due to rounding). Prepayment customers will see an increase of
    £708 from £1,309 to £2,017.*
    This increase is driven by a record rise in global gas prices, with wholesale prices
    quadrupling in 2021.
    The price cap is updated twice and year and tracks wholesale energy and other costs.
    *All figures according to Ofgem, February 2022

    What support is in place for people who are struggling to pay their bills?

    Energy suppliers are working with Government and Ofgem on measures to manage the
    situation and support customers.
    If you’re struggling to afford your energy bills, you might be able to take advantage of
    certain benefits, grants and help offered by the government and energy suppliers. Citizens
    Advice have lots of helpful information on their
    website: https://www.citizensadvice.org.uk/consumer/energy/energy-supply/get-help-paying-your-bills/grants-and-benefits-to-help-you-pay-your-energy-bills/

    Alternatively you can call their consumer helpline which gives free, impartial advice to
    people who are worried about their energy costs and staying warm during winter.

    The Priority Services Register (PSR)

    Free help and advice is also available for those that are struggling to pay their bills via the
    Priority Services Register (PSR). You can find out if you’re eligible on our website
    at www.northerngasnetworks.co.uk/psr where you can fill in the online form at the bottom
    of the page. It’s quick and easy to do. Just scroll down. You will then receive confirmation
    that you have been registered.
    We can also tell you whether you are eligible for the Priority Service Register, and then sign
    you up if you are. All you need to do is call our Customer Care Team on 0800 040 7766 and
    select Option 3 when you hear the recorded message. You can also email the Customer Care
    Team at customercare@northerngas.co.uk.

    Alternatively, you can also register with your energy supplier.If you live in Yorkshire or the North East, chances are your electricity distribution network is Northern Powergrid.  You can register on their Priority Services Register here: https://www.northernpowergrid.com/care
    If you live in the North West including Cumbria, your electricity distribution network is likely to be Electricity Northwest.  You can register on their Priority Services Register
    here: https://www.enwl.co.uk/power-cuts/priority-services-register/

    What can I do to keep my bills down?

    Making simple changes to your home to make it more energy efficient can save hundreds of
    pounds on your energy bills every year whilst helping the environment.  Our guide to saving
    money, reducing waste and staying safe at home is packed full of helpful advice and tips
    about how to save money on your gas, electricity and water bills whilst helping the
    environment. You can download it from our website. Just search ‘Energy at Home’

    What has caused the wholesale gas price to increase so dramatically?

    Wholesale gas prices have increased due to a number of reasons, primarily a global gas
    shortage caused by depleted stocks following a cold winter last winter, reduced supply from
    overseas, and increased demand for liquefied natural gas from the Far East.

    This has been compounded by a lower output from renewable sources such as solar power
    and wind, due to a windless summer, creating more reliance on gas.

    The situation emphasises why it is so important that we invest in a flexible, interconnected,
    zero-carbon energy system including a hydrogen economy reliant on domestic production
    to protect us from fluctuations on the international energy markets.  This will help protect
    the long-term reliability of UK energy supplies today, and for generations to come.
    During the global pandemic, energy networks have worked with the energy regulator,
    Ofgem, at pace to bring forward over £300m of investment which will unlock Net Zero
    projects in the UK and secure a Green Recovery.

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