Water from burst water main leaves around 300 Aylesbury homes without gas

Gas supplies to approximately 300 homes in Aylesbury were affected after water from a burst water main entered the gas network, SGN reported in an update on Wednesday 3 September 2025¹. The network operator said it might have to turn off gas at the meter for safety reasons, and that engineers would call at homes once it was safe to reconnect¹.

By 1.30pm on Thursday 4 September, SGN confirmed that 346 properties were off supply, with 283 switched off so far¹. The company said water had filled different sections of pipe, many of which would need to be cleared separately, requiring numerous excavations, and that it was still too early to say how long restoration would take, with the potential for customers to remain off supply into the weekend¹. Engineers had visited all affected homes to turn supplies off individually by 4.30pm that day, by which point over 2,500 litres of water had been removed and restoration had begun in Ashbourne End, Helford Close, Seaton Drive, Torridge Road and Windrush Court¹.

Progress continued over the weekend. SGN reported 160 homes restored and 15,000 litres extracted by 12.30pm on Saturday 6 September, and 220 properties restored with 26,500 litres extracted by 7pm that day¹. By 7.30pm on Sunday 7 September, just over 300 supplies had been reconnected and 47,500 litres removed¹. In its final update at 7.30pm on Monday 8 September, SGN said it had extracted 55,500 litres and reconnected supplies to 325 properties, with 39 properties remaining to be reconnected, mostly because engineers had not been able to gain access¹.

The streets listed as affected on 3 September were:

Why it matters for households

Households in the listed streets lost gas for cooking, hot water and heating, and SGN warned that customers must not try to use gas or reconnect their own supply while engineers dealt with the emergency, asking them to wait to be visited by a member of its team and to follow their instructions¹. The company said it had portable electric appliances for cooking and heating available to elderly, disabled or chronically sick customers, and to those with young children or other special needs, obtainable by calling its 24-hour customer service team on 0800 912 1717¹. A customer service hub operated at Hawkslade Community Centre, Barley Crescent, HP21 9YL, and later at Walton Court Centre Car Park off Hannon Road, offering support and electric hotplates and heaters for vulnerable customers¹. SGN also advised that for security reasons people should always ask to see the identification card of anyone calling at their home, and that all its engineers carry a laminated identity card¹. On compensation, SGN said households without gas for more than 24 hours receive £75 per household and for each complete 24-hour period without gas, as agreed with the energy regulator Ofgem, paid automatically through the energy supplier as a credit on the next bill, usually taking four to five weeks to process and sometimes up to three months depending on the supplier's billing cycle¹. SGN reminded customers that anyone who smells gas should call the National Gas Emergency Service immediately on 0800 111 999¹. The guide to gas and heating failures sets out how households can prepare for a loss of supply, and what to do when the mains supply goes off covers the first steps during an outage.

What happens next

SGN said its team would remain on site on the evening of Monday 8 September and return the following morning to complete reconnections, and that customers not at home when engineers visited would have a calling card left so they could arrange reconnection¹. It described that update as its final one¹. Households awaiting reconnection can read getting your supply back on after an outage, and those facing a longer loss of supply can find help from networks during a long outage.