Mr G experiences extensive gas supply issues due to damaged pipes (August 2015)

Outages, brownouts and power surges, Meters, poles, wires and pipes
Case Number 2015/15655
Outcome Conciliation

The Issue

Mr G was dissatisfied about ongoing issues with the gas supply at his property. Each time there was significant rainfall the gas pipes would fill with water and cut gas supply to Mr G’s property, leaving him without heating and hot water. Additionally, on several occasions Mr G’s carbon monoxide alarm sounded. Mr G contacted the gas distributor each time the supply was interrupted and it attended the property to pump water from the pipes. However, as the issue was recurring, Mr G was seeking a permanent solution to the problem. The gas distributor told Mr G that it was a complex issue as water was entering the pipes even when there was not a rainfall event and that other customers in the street were also experiencing the same issue.

Dissatisfied with the frequency of the supply interruptions and ongoing issue with water entering the pipes, Mr G contacted EWOV on 4 June 2015 and an Assisted Referral was raised. However, this did not resolve the complaint and Mr G recontacted EWOV on 24 June 2015 to advise that he had been without gas for most of a two-week period. EWOV attempted to resolve the issue through the Real Time Resolution process; however, due to the complexity of the issue, the complaint was moved to an Investigation.

The Investigation

EWOV requested all of the contact notes, including details of the outage history and what steps the gas distributor had taken to resolve the gas supply issue. The gas distributor advised EWOV that it was aware of the problem and had identified the causes of the water ingress. EWOV confirmed that the gas distributor had started works on 22 June 2015 to fix the water leaks to solve the supply interruptions.

The Outcome

The gas distributor confirmed that it finished all the necessary work to fix the gas pipes on 3 July 2015. It also said that customers in several streets around Mr G’s area had not reported losing supply since the works were completed. Mr G also confirmed to EWOV that he had not experienced any supply issues since the works took place. The gas distributor confirmed that it would inspect the gas pipes in the area immediately after the next significant rainfall event to ensure that the issue was permanently fixed. The gas distributor advised that any applicable Guaranteed Service Level (GSL) payments – to recognise the duration and frequency of the supply outages – would be passed through to Mr G’s gas retailer. Mr G was satisfied with the outcome and the case was closed.

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