Residential Connections Contact us We own and manage many thousands of domestic connections across Britain. We provide an independent utility network from a point of connection agreed with the incumbent Gas Transporter and Distribution Network Operator. Single Property Connections If you have a new property that requires connection to an existing EAN or EAP network please contact us with the details of the property, connection voltage and maximum gas demand required. We will determine whether the network can accommodate your requirements and advise you on the next steps. Please be aware we can only provide a connection if the local electricity infrastructure is operated by EAN or EAP. What to do in an emergency – Gas Go to Priority Services To report a smell of gas, a loss of gas supply or a concern regarding the safety of gas equipment, including concerns about carbon monoxide, immediately contact the national gas emergency free phone number on 0800 111 999 and follow the guidance below: Call the National Gas Emergency Service Provider on 0800 111 999. They will record your details and offer advice depending on the circumstances. Turn off or isolate the gas supply, if it is safe to do so. Extinguish all naked flames and remove potential sources of ignition. Open all doors and windows to ventilate the area. Do not operate any electrical equipment, including switching lights on or off. At access points to the property, you are advised not to operate any electrical security entry/exit systems. Where the National Gas Emergency Service Provider receives a report of a smell of gas or other gas emergency, the nominated regional Emergency Service Provider will endeavour to attend site within one or two hours, depending on the nature of the reported emergency. This service operates 365 days a year, 24 hours a day. The nominated Emergency Service Provider representative will always make the gas supply safe, when called to a suspected gas escape. However, the emergency service provided does not cover repairs to appliances or installation pipe work (after the meter) that cannot be completed within 30 minutes. The engineer will explain what course of action you need to take next if your supply cannot be restored. When you report a gas emergency to the National Gas Emergency Service Provider please make them aware if you or anyone living with you is: Deaf or Hard of Hearing Disabled or difficulties with mobility Blind or partially sighted Under 5 years old Chronically sick Of pensionable age Visit our Priority Service Register page for more information. Entering your home – Gas From time to time EAPL may need to visit your home to inspect or maintain gas equipment on your property, to deal with a reported smell of gas or gas emergency or to complete a site visit requested by a customer. The visit will either be made by an Energy Assets employee or another contractor working on our behalf. Energy Assets has arrangements in place to ensure only trained and competent employees or contractors visit your home. If you wish to confirm the identity of the person visiting your premises you can telephone the number located on the ID card. This contact will confirm whether the person is an authorised representative of EAPL working on our behalf. You can expect: Energy Assets will ensure staff and contractors are fit and proper persons to enter your home. Energy Assets recruitment procedures involve appropriate background checks. Energy Assets staff and contractors will be appropriately qualified and fully trained for the purpose of the visit and will be courteous at all times in their dealings with you, without showing signs of undue familiarity. They will give clear, accurate explanations using appropriate and sensitive language and will respect your property and premises. All authorised Energy Assets employees and contractors will show you an identity card displaying the company name, their own name and a colour photograph of the individual – if in doubt please call 01506 405 405 to verify. Where possible, all vehicles used for visits to your property will carry the Energy Assets or contractors logo. Where possible, all Energy Assets employees and contractors will wear branded clothing indicating they are representing Energy Assets All Energy Assets employees and contractors will be able to tell you the national gas emergency number. Energy Assets will ensure that its employees and contractors are aware of the contents in this code and comply with it at all times What to do in an emergency – Electricity Go to Priority Services EAN provides an emergency enquiry service which is staffed 24 hours a day, 365 days a year. Reports made by post or in person should be restricted to events of a non-urgent nature. The service is free at the point of use. If customers have information concerning the safety or security of their supply or of EAN cables, lines or substations, customers should telephone our emergency telephone number: 0333 800 2016. We aim to provide a safe and reliable electricity supply but unfortunately sometimes faults do occur on our electricity network which causes interruptions to our customers’ electricity supply. If you wish to report the loss of your electricity supply or detail any concern about the safety of the meter, overhead lines or underground cables please contact us on the 24 hour , 365 day a year emergency number : 0333 800 2016. To enquire by telephone about any of the services we provide please telephone us between 8am and 5.30pm on: – 0845 260 1630. You can also visit our Priority Service Register page for more information if you or anyone living with you is: Deaf or Hard of Hearing Disabled or difficulties with mobility Blind or partially sighted Under 5 years old Chronically sick Of pensionable age Entering your home – Electricity Sometimes we may need to visit your home. The visit will either be made by one of our staff or a contractor working for us. When this happens we want customers to be assured that the visitor is either a genuine member of staff or a genuine contractor working for us. To provide this reassurance: Wherever possible, all EAN employees and contractors will show an identity card showing their Company name, their own name, date of issue and a colour photograph of the individual. For customers who are blind or partially sighted, we can also arrange for a password (chosen by yourself) that can be tested on the engineer to ensure their authenticity. Please refer to our Priority Service Register service for more information. All EAN employees and contractors will be able to inform you of EAN emergency telephone number or general enquiry telephone number. All EAN employees and contractors will be able to give you explanations and information on matters relevant to the purpose of their visit. If you have any doubts about whether a caller is genuine, do not let them into your home. EAN will ensure that all employees and contractors are suitable, appropriately qualified and fully trained for the purpose of their visit and will be calm and courteous at all times in their dealings with you. They will respect you and your home and give clear and accurate explanations of the work they are to carry out. In arranging for a visit, you will be offered a morning or afternoon appointment. The morning times are from 8am to 12 noon and the afternoon times are from 12 noon to 4·30pm. Priority Service Register Go to Priority Services As a network operator, we also provide a Priority Service Register to ensure that vulnerable households particularly reliant on energy services are safeguarded. While disruption to electricity and gas supply is very rare, we will ensure that anyone registered with the service is informed in advance of any planned interruptions and is proactively contacted during an unexpected outage. Visit our Priority Service Register page for more information. Our Connections Portfolio Electricity As an IDNO (Energy Assets Networks), we are able to adopt any network from low voltage to 132kV across the UK distribution network. We possess a highly qualified team of engineers who strive to add value and develop tailor-made solutions. Gas Our status as an IGT (Energy Assets Pipelines) means we are able to adopt any gas network operating up to 7-bar across the UK distribution network. We are also an Ofgem-accredited Meter Asset Manager, authorised to supply SMETS2 smart gas meters to UIPs and to own, operate and manage them as assets. Fibre We also deploy premium fibre networks to new build residential developments, enabling households to access ultra high speed broadband connectivity.