Occasionally, we are called to deal with a major incident involving a problem with one of our assets. We define 'major' as something that affects a significant number of households. This section details some of our standard information around what's usually a gas incident (but may be something else). When there is a live incident we will publish information around that specific incident in our 'In your area' section and on Facebook and Twitter.
A gas incident that triggers a change to these pages generally comes in one of two types:
During a water ingress incident we will turn off gas at all affected properties, remove the water from the gas supply system, ensure the initial problem is fixed, and then switch all the affected properties back on again.
For other incident types the process is the same except that we won't need to remove water from the system, so the incident won't last as long.
How we fix the problem:
When dealing with a gas incident every property affected will be visited by an engineer to ensure the gas supply is turned off at the meter.
He or she will be wearing a National Grid uniform and will carry an ID card.
Please see 'When and How We might Contact You' in our Code of Practice leaflet for more information.
While the incident is being dealt with we will usually set up an incident centre in the local area where you can get the latest information by our field staff and from where alternative cooking and heating appliances may be distributed to those who need them.
Once the gas is back in the mains, a second visit will be made to turn on the supply to each property and make sure it is flowing safely.
How we keep you informed:
We will keep everyone updated via Twitter (@nationalgriduk) and Facebook for people who prefer to access their information through social media.
This is in addition to publishing all information here in the form of press releases and copies of letters to residents, which will of course also be delivered directly to keep those who are directly affected informed at all times.