Loss of supply, Falkirk

Date:
04 Dec 2019

Thursday 5 December – 11am

Over recent days, our engineers have been working tirelessly to restore gas to more than 8,000 homes across the Bainsford, Carron, Carronshore, Larbert, Langlees, New Carron Village, Skinflats and Stenhousemuir areas of Falkirk.

We’ve been joined by engineers from across the UK, which has enabled us to reconnect supplies more quickly than we first anticipated. There’s now just a handful of empty properties left without gas and we’ll turn on those supplies as soon as the occupier returns. Please do call us on 0800 912 1717 when you return so we can turn your gas back on.  

We’ve been fantastically supported by local partner organisations and volunteer agencies, including Falkirk Council, the Scottish Fire and Rescue Service and Police Scotland, who’ve helped us make sure the most vulnerable members of the Falkirk community have stayed safe and well looked after while they’ve been without gas.

We’re extremely grateful to everyone in Falkirk for your support since Sunday. Thank you for your patience and understanding. We know that it’s been a challenging few days without your gas supply, but we’ve been overwhelmed by the sense of community spirit.

You will receive compensation for your time without gas. There’s full details of that in the below update from 12 noon on Tuesday 3 December.

Our customer information centre at Camelon Community Centre has now closed. If you have any further questions, please call us on 0800 912 1717.

This is our final update.

 

Wednesday 4 December – 7pm update

As people have been returning home in the past few hours, we’ve been able to get access to more of the remaining properties to restore supplies. There’s just 80 homes left to go now.

If you’re one of the homes still without gas, please call us on 0800 912 1717 so we can reconnect you as soon as possible.

We’ll be in the Camelon Community Centre until 10pm this evening.

Our next update will be at 10.30am tomorrow morning.

 

Wednesday 4 December – 2pm update

If we haven’t managed to get into your home and you still don’t have gas, please get in touch with us. There’s now fewer than 250 homes to go.

If you’re still off gas, call us on 0800 912 1717 so we can reconnect your supply. Alternatively, you can speak to us on Live Chat on our website or you can email us at customer@sgn.co.uk.

You’ll automatically receive compensation for the time you were without gas. There’s full details of this in our below update from 12 noon yesterday (Tuesday 3 December).

We’re at Camelon Community Centre again all day today if you’ve got any questions.

We’ll post another update at 7pm.

 

Wednesday 4 December – 10.15am update

Our engineers have started revisiting all properties this morning who remain without gas.

If you were out when our engineer called, or if you’re still off gas, please call us on 0800 912 1717 so we can get you reconnected. You can also email us at customer@sgn.co.uk or Live Chat with us here on our website.

Thanks to the Falkirk community for your continued patience. We’ll be doing all we can to reconnect remaining supplies today.

Our next update will be at 2pm.

 

Tuesday 3 December – 10pm update

We’re pleased to report we’ve visited all affected homes in the area. There are now only 460 homes where we couldn’t gain access. Everyone else has had their gas supplies reconnected.

If you were out today when our engineers tried to reconnect you, we would have left you a letter and we'll be back to visit you again first thing tomorrow morning. 

Thank you again to everyone who’s been affected in recent days. You will receive compensation for your time without gas and you can find details of that in our below update from 12 noon today (Tuesday 3 December).

We've closed our customer information centre in Camelon Community Centre for tonight, but we'll be back tomorrow from 9am.

Our next update will be at 10am tomorrow morning.

 

Tuesday 3 December – 6pm update

Our engineers, with support from engineers from across the UK, have worked tirelessly over the past three days to reconnect gas supplies as quickly as possible.

There are now fewer than 1,500 homes without gas.

If you were out when we tried to reconnect your supply, we’ll return to visit you again this evening. We’re expecting lots of people to be returning home in the next few hours and we want to reach as many of you as possible tonight. We'll leave a letter with our contact details if you’re not home when we revisit. When you've received our letter, you can then call us on 0800 912 1717 and we’ll arrange for an engineer to reconnect you.

We have been overwhelmed by the support we’ve received from the Falkirk community in recent days, including Falkirk Council and our resilience partners who’ve helped us look after the most vulnerable members of the community.

We know it’s been challenging being without your gas supply and we’re incredibly grateful for your patience and understanding.

We’ll post another update at 10pm.

 

Tuesday 3 December – 4pm update

We’re continuing to make great progress in restoring gas supplies to affected properties this afternoon.

Thank you to everyone for allowing us access to your homes to carry out safety checks and turn your gas back on. Please don't forget to check the ID of anyone calling at your property. All our engineers carry photo ID badges – including engineers from other organisations who are supporting us to restore supplies.

We’re currently gathering numbers from our engineers out on site so we can provide an update as to how many homes are back on gas so far. We’ll provide more details at 6pm.

 

Tuesday 3 December – 12 noon update

With support from engineers from right across the UK, we’ve now reconnected gas to more than 5,000 homes.

If you’re not in when we call to turn your supply back on, please don’t worry. We’ll leave our details and come back to visit you again as soon as we can.

If you have any issues with your gas appliances after your gas is restored, please visit us at Camelon Community Centre so we can try to help.

We’re being supported by our local authority partners to ensure that we’re able to get gas supplies onto the most vulnerable households as a priority. Thank you to all our partners in the local community for the help you’re giving both us and affected residents.

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 over 24 hours, you will receive £30 compensation per household 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.

In recognition of the severe weather that occurred in the first 24 hours of this incident and the additional electricity you may have used to heat your home, we would also like to compensate you with an additional payment of £30 as a gesture of goodwill. This will be paid along with the above through your gas supplier.

There is no need to apply for compensation 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.

We’ll be at Camelon Community Centre all day today if you’ve got any questions and we’ll post a further progress update here at 4pm.

 

 

Tuesday 3 December – 9am update

Following yesterday’s fantastic efforts, our engineers started restoring more gas supplies first thing this morning.

We’re being joined by engineers from across the country today to help restore supplies in Falkirk. As well as colleagues from our southern England depots, we’re also being supported by engineers from 10 other organisations including fellow gas network companies Cadent and Northern Gas Networks.

When we visit you to reconnect your gas supply, we’ll need access to your home so we can carry out safety checks on your gas appliances. If you’re out when we call the first time, please don’t worry as we will visit you again.

Most schools in the area have reopened today and you can find full details of the remaining closures on Falkirk Council’s website.

If you’ve got any questions throughout the day, you can pop in to see us at Camelon Community Centre.

Our next update will be at 12 noon.

 

Monday 2 December – 9.30pm update

Over the last few hours, our engineers have restored gas supplies to 3,000 homes. We’ll visit as many properties as we can before it gets too late tonight, before restarting work first thing in the morning.

Our customer information centre at Camelon Community Centre will be closing at 10pm, but we’ll be there again from 8.30am tomorrow for any questions.

Thank you to residents for your support again today, as well as our local authority partners for helping us ensure the continued safety and wellbeing of those most vulnerable members of the community.

We’ll post our next update at 9am tomorrow morning.

 

Monday 2 December – 4.30pm update

Following incredible efforts from our engineers over the past 36 hours, we’ve now begun reconnecting gas supplies to homes across the Bainsford, Carron, Carronshore, Larbert, Langlees, New Carron Village, Skinflats and Stenhousemuir areas of Falkirk.

Our engineers will be revisiting each affected property to reconnect your gas supply, which involves carrying out safety checks. It’s important you don’t try to turn on your gas supply yourself.

We have more than 8,000 properties to visit and it will take us a couple of days to reach everyone. We’re prioritising those most vulnerable members of the community first, but we’ll be making every effort to get gas back on to everyone’s homes as soon as possible.

We’ll continue keeping you updated on our progress here on our website, so please keep checking back for more news. Our next update will be at 9pm.

 

Monday 2 December – 3pm update

We’re making tremendous progress in visiting affected properties within the FK2 and FK5 postcode areas.

We know it’s hard being without your gas supply and we’re grateful for the support we’re receiving from the local community, as well as local partners who are working with us to ensure the most vulnerable residents are well looked after.

Our engineers are continuing to visit the remaining properties this afternoon. Please remember to always check the ID of anyone calling at your home. All our engineers carry photo ID badges, as do other official organisations.

We’re still providing electric hotplates and heaters for people with young children, a disability, a long-term mental or physical condition or who are a bit older. The electricity network company SP Energy Networks is monitoring the increased electricity demand in the area and is advising residents to be mindful of how you’re using electricity over the next few days – heat the rooms you’re using, wrap up warm and don’t have your devices turned on at once. There’s more advice on SP Energy Networks’ Twitter account.

We’ll post another update at 6pm.

 

Monday 2 December – 11am update

We have more than 250 colleagues visiting homes across the Bainsford, Carron, Carronshore, Larbert, Langlees, New Carron Village, Skinflats and Stenhousemuir areas of Falkirk today.

We’re making significant progress this morning and we’re wanting to visit all remaining affected homes by early afternoon. Thank you for your support in allowing us to access to your homes so far. 

We’re also working with partners including Falkirk Council to visit vulnerable members of the community throughout the day and provide hot plates and heaters for those who haven’t yet got them. If you have young children, a disability, a long-term mental or physical condition or are a bit older, we still have electric appliances available for you. You can get these from our team at Camelon Community Centre.

Our next update will be at 3pm.

 

Monday 2 December – 7am update

By the end of last night, our engineers had turned off gas supplies to more than 3,000 homes across the Bainsford, Carron, Carronshore, Larbert, Langlees, New Carron Village, Skinflats and Stenhousemuir areas of Falkirk.

We’ve restarted visiting homes this morning and we’ll be calling at as many more affected properties as possible to turn off your gas supply at the meter today. We’re drafting in extra engineers from across Scotland to help reach everyone as quickly as possible.

Please remember it’s essential that our engineers gain access to your property if your meter is inside your home, for example under the stairs or in a cupboard. If your meter is outside your home – in a white or brown meter box – we won’t need you to give us access.

Our customer information centre at Camelon Community Centre will reopen at 9am this morning. We’ll be there all day to help if you’ve got any questions. We still have electric hot plates and heaters available for residents with young children, a disability, a long-term mental or physical condition, who are a bit older or live with someone who is. Please visit us at Camelon Community Centre if you need an appliance.

Thank you for your patience so far. We appreciate it’s not easy being without your gas supply in the cold weather and we’re doing all we can to get your gas back on as quickly as possible.

It’s likely it will be several more days until everyone’s gas supplies are restored. In the meantime, we’re continuing to work closely with Falkirk Council and Police Scotland, as well as other local organisations, to support the community – prioritising those who are vulnerable to make sure they’re well looked after while they’re without gas.

We’ll continue to keep you updated on our progress over the coming days and we’ll post another update here at 11am.

 

Sunday 1 December – 6.30pm update

We began visiting properties across the affected area this afternoon to turn off supplies at the meter. We’ve already visited more than 1,000 properties and our engineers will continue visiting more homes until 11pm tonight.

We need access to your property to turn off your gas supply if your meter is inside your home, for example under the stairs or in a cupboard. If your meter is outside your home – in a white or brown meter box – we won’t need you to give us access to your property.

Please check the identity of anyone calling at your home, before allowing them access. All our employees and contractors carry a photo ID badge with our name and logo. 

Our Customer Service team will be at Camelon Community Centre on Abercrombie Street until 10pm this evening. We now have electric hot plates and heaters available for those residents with young children, a disability, a long-term mental or physical condition, are a bit older or live with someone who is.

We’re being supported by Falkirk Council and other resilience partners this evening, who will be helping us deliver electric heating and cooking appliances to those members of the community. Falkirk Council has also published a list of schools that will be closed tomorrow on its website

We’re really sorry for the disruption it’s causing you being without your gas supply and we appreciate all your support.

Our next update will be at 8am tomorrow morning.

 

Sunday 1 December – 3pm update

Our engineers are working to repair the fault at our gas governor, which has impacted on gas supplies to more than 8,000 properties in the Bainsford, Carron, Carronshore, Larbert, Langlees, New Carron Village, Skinflats and Stenhousemuir areas of Falkirk.

While we repair the gas governor, we need to visit all affected properties to turn off your gas supply at the meter and we’ll need access to your home to turn off your gas supply. It will take us some days to reach everyone so if you do need to pop out or go to work, it would be helpful for us if you’re able to leave a key with a neighbour.

With so many homes affected, it’s likely you could be without your gas supply for several days. We’re sorry for the inconvenience this will cause. We’re doing all we can to restore gas supplies to the area as soon as possible. We will keep you updated on our progress here on our website as well as on Facebook and Twitter.

We’re setting up a customer information centre at Camelon Community Centre on Abercrombie Street, Camelon FK1 4HA this afternoon. Our team will be on hand for any questions. We will also have electric cooking and heating appliances arriving at Camelon Community Centre from 6pm tonight for affected residents who are elderly, disabled, chronically sick, have young children or other special needs. You can also request these appliances by calling us on 0800 912 1717.

We’ll be working closely with the local authorities and other partners over the coming days to ensure we’re providing as much support to the local community as possible while you’re without your supply. We apologise again for the disruption and thank you in advance for your support.

Our next update will be at 6.30pm.

 

Sunday 1 December – 12.45pm update

Around 8,000 homes in Carronshore, Larbert, Skinflats and Stenhousemuir are without gas today, after a fault at our gas governor. A governor is a piece of equipment that regulates pressure in our gas network, ensuring the gas reaching your home is at the correct pressure.

This issue is affecting many, but not all, properties within the FK2 and FK5 postcode areas.

We have engineers on site and we’ll be opening a customer incident centre in the local community in the next few hours. We’ll provide details here once it’s open.

In the meantime, if you are elderly, disabled, chronically sick or have young children or other special needs, we have portable electric appliances available for cooking and heating. These can be obtained by calling our Customer Service team on 0800 912 1717.

We’ll post another update on our website at 3pm.

 

Sunday 1 December - 9am update

We're aware that a number of properties in the Carronshore area of Falkirk are without gas this morning and our engineers are heading to the area to investigate.

It's difficult to estimate how long it will take to restore supplies at this stage. We'll be updating our website with further information as it becomes available.