Gas supplies to properties in the Cornwall Road area of Herne Bay were affected after SGN's network was damaged by a third party on Saturday 25 January, the gas distributor said1. In an update on the evening of Monday 27 January, SGN said its engineers had so far reconnected 850 properties, including two local schools able to reopen the following morning1.
The company said the figure had risen from its earlier estimate. "We now know that 1,750 properties have been affected and not approximately 1,200 properties as outlined in our earlier update," it said, adding that the change was "due to a number of customers who self-isolated and have now been confirmed off" and that it did not expect the number to rise significantly again1. Earlier that day SGN had put the affected area at around 1,200 properties and said it had visited around 400 of them since the previous night, with additional engineers brought in from Portsmouth, Oxford, London and Aldershot1.
Progress across the incident, as reported by SGN1:
| Date and time | SGN update |
|---|---|
| Sat 25 January, 11.20pm | Several hundred properties in the Cornwall Road area affected after third party damage to the network |
| Sun 26 January, 12 noon | Repairs under way; temporary customer centre opened at St Peters Church, Herne Drive CT6 7SH |
| Sun 26 January, 3.50pm | All portable heaters given out; hotplates remaining prioritised for customers on the Priority Services Register |
| Sun 26 January, 7.30pm | Repairs to the damaged pipeline complete; restoration beginning in some locations |
| Mon 27 January, 1pm | Around 1,200 properties affected; around 400 visited since the previous night |
| Mon 27 January, 8pm | 850 properties reconnected; affected total revised to 1,750 |
SGN said it was focusing on restoring supplies to vulnerable customers on the Priority Services Register first, and that portable electric appliances for cooking and heating were available at the customer centre for people who are elderly, disabled, chronically sick or have young children or other special needs1. The centre at St Peters Church was open until 9pm on Monday 27 January and was to reopen from 9am to 9pm the next day1.
The company asked customers in the affected roads who believe their supply is affected to report "no gas" by calling the national gas emergency service on 0800 111 999, and said every customer in those roads should ensure all gas appliances and equipment are turned off as a safety precaution, including the emergency control valve by their gas meter1. Its published steps are to turn off all gas appliances first, then give the ECV a quarter turn in either direction so it sits at a right angle to the gas pipe, and to display the appropriate label on a front door or window if able, so engineers know whether the supply has been turned off, help is needed, or there is no gas meter1.
"For your safety, you must not turn your gas back on until we tell you to do so."
SGN also said: "Please do not try to turn your own gas supply back on," and that engineers would visit every affected property to restore supply for safety reasons, with restoration carried out strategically to protect the security and integrity of the network1. It warned that neighbouring streets might be switched on first and that it could not give timescales for specific addresses1. Customers who were out when an engineer called were asked to contact SGN's 24-hour customer service team on 0800 912 1717 to arrange a revisit1. Anyone who smells gas at any point is asked to call the national gas emergency service on 0800 111 9991.
Why it matters for households
The incident left 1,750 properties without gas from Saturday 25 January, with restoration continuing into the following week1. Households in the Cornwall Road area were affected, and SGN carried out safety checks in the wider area as well1. For those without supply, the immediate consequences were loss of cooking and heating, which is why the company offered portable electric appliances at its customer centre, prioritising the Priority Services Register1. SGN's advice during the incident was that affected households should turn off appliances and the ECV, display the label, report "no gas" on 0800 111 999, and not attempt to restore supply themselves1. The gas and heating failures guide covers what to expect when supply is cut off.
On compensation, SGN said that under arrangements agreed with the energy regulator Ofgem, households without gas for more than 24 hours receive £70 per household for each complete 24-hour period without gas, paid automatically through the supplier as a credit on the next bill, with no application needed1. It said processing usually takes four to five weeks but can take up to three months to appear, depending on the supplier's billing cycle1.
What happens next
SGN said its next update would be at 12.30pm on Tuesday 28 January, and that the customer centre would reopen from 9am to 9pm that day1. It said it was unable to give timescales for restoring gas to specific addresses1.
