Support for Stannington and Hillsborough residents

Gas supplier, Cadent, and water company, Yorkshire Water, are working to return gas supply to residents in Stannington and Hillsborough, after water from a burst main entered the gas network earlier this week.   

Yorkshire Water’s teams have been working hard on site since the incident started, with dedicated dig teams, gas safe plumbers and customer support colleagues on the ground.  

To support Cadent and those impacted, Yorkshire Water has:  

• Supplied gas safe plumbers to support Cadent with reinstating gas supplies  
• Supported Cadent’s dig teams, including providing trained specialists 
• Had a welfare vehicle and customer hub on site at the Lomas Community Centre in Stannington, where welfare teams are supporting customers impacted by the gas outage 
• Provided tankers to assist Cadent with pumping water out of their network  
• Begun a thorough investigation to look into the cause of the burst water main  

• Knocked on thousands of doors in Stannington and Hillsborough, checking in with those impacted, including customers who may be vulnerable. 
• Proactively contacted vulnerable customers on the free Priority Services Register to offer extra advice and support. We’ve also been helping relevant customers to join the scheme and receive increased support. 

Customers looking to submit a compensation claim for consideration can do so via the following routes:   

For water damage and additional costs incurred, fill out the form on Yorkshire Water’s website at https://www.yorkshirewater.com/stannington and the team will be in touch as soon as they can. For anyone who doesn’t have access to the internet, there’s a dedicated phoneline on 01274 250555  

For compensation claims relating to loss of gas supply, Cadent automatically pays compensation to customers who have been without gas for more than 24 hours. They will write to customers after the incident to explain further. More details can be found at https://cadentgas.com/sheffield  

Zoe Burns–Shore, customer experience director at Yorkshire Water, said: “We’re sorry about the ongoing impact this burst water main has had and understand how difficult it has been for residents in Stannington and Hillsborough.  

“We don’t want any customers to worry about compensation for any costs they’ve had to incur, so we’ve created a form on our website to make it as easy as possible to get in touch with us. We’ve also set up a phoneline for anyone who doesn’t have access to the internet.  You don’t need to get in touch with us straight away: we know everyone will be busy right now and want to reassure everyone we’ll be here to work through any claims.   

“We also want to make sure we’re getting help out right away to anyone who is struggling. If you, or a neighbour, need some extra support while the gas supply remains off, please ring Sheffield Council on 0114 2734567 so we can get you the help you need.”   

Olivia Blake, MP for Sheffield Hallam, said: “My heart goes out to all those who have been affected by this major incident. I want to offer a big thank you to everyone who has been working so hard to get everyone back on gas, as well as to our amazing local community, for pulling together and their countless acts of kindness.   

“I know that residents and businesses are worried about getting their gas back on, but also about compensation in the longer term, so I’m grateful that this is being made clearer today.”  

For regular updates on the situation visit https://cadentgas.com/sheffield