Looking after our customers living
in multi occupancy buildings

At tRIIO we understand the importance of keeping the gas flowing to our customers. So our commitment is to keep you and your family safe and warm, and to do our work as efficiently as possible. This means ensuring that we deliver on our promises, communicate effectively and minimise any disruption.

If you live in a building that has multiple properties, such as flats and apartments, it can often be complex to upgrade the pipes serving your building or restore your gas supply after a gas emergency. We have to develop plans and designs, and get legal permissions to work on your building before our specialist teams can come and start work. Although you may not see us on site we will still be working – planning and preparing to get the job done as smoothly as possible. Whatever we do, though, we will always put you and your community first.

If we need to carry out any work in your building, we will keep you up to speed with what’s happening via our website and by communicating directly with you by phone, email or letter. You can find updates to the work in your building by clicking here and following the links for your particular building.

Communications

It would also help us if you were able to provide us with your telephone number and an email address so we can keep you updated and so that we can arrange to come into your home should we need to. We will not pass your contact information on to anyone else and we will only use it to for keeping you informed of our work.

You can read about our approach to data privacy here.

How to contact us

You can contact our local customer team Monday to Friday from 8.00am to 4.30pm on either 0203 869 8911 or 0203 869 8912.

Alternatively, you can call our customer care centre on 0800 151 2404 any time Monday to Friday from 8.00am to 8.00pm, and on Saturday from 9.00am to 4.00pm.

You can also email us at: flats.help@triio.co.uk.

If you need special help

Many of our customers can manage without their gas for a short time. However, we know things can get difficult if your gas is off for longer. If you are elderly, chronically sick, have young children or have any other special needs that mean you need additional support, please contact us and we will do our best to help you.

If you have no gas following a gas emergency

Safety assessment

Until we’ve undertaken a safety assessment on the building, we can’t tell you when we will be able to get you back on gas, but we always work hard to find the safest way to get you back on quickly.

To carry out the safety assessment we may need to come into your home as well as all your neighbours. We will let you know should we need to do this.

We will then discuss the work required to get the gas back on with the building owners, and where necessary, the local authority, as they will need to give us their permission. They may also need to carry out work on the building before we can start our work. We will keep you informed of our progress.

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Carrying out the work

Whenever possible we will repair the existing pipe, but in some cases we have to completely replace it. This can be complex and will take longer to get your gas back on. You may see our team in and around your building as they carry out the work.

We may also need to put up scaffolding. If we do, we will let you know so you can let your home insurance company know. We may also need specialist skills to carry out different parts of the work, so you may get different teams coming into your home. We will do our best to keep our disruption to a minimum.

All our teams carry identity cards, so please ask to see them before letting anyone in to your home.

Getting your gas back on

Once gas has been restored to your building, we will need to come into your home to reconnect your gas supply at your meter. To get everyone back on gas quickly we will contact you the moment we are ready to do this. Having your telephone number will help us.

When we have finished, we will remove any scaffolding, and will call back within five working days to fill in any holes we may have dug. We may do this in stages depending on what needs doing. We will then send a team to remove any barriers or equipment.

If we’ve had to move your meter, we may need to arrange for an electrician to call to make sure your home continues to meet current regulations. It is important we do this, and we will make an appointment with you.

If we plan to upgrade the pipes in your building

Surveying the pipework in the building

Before we start work we will carry out a survey of the existing pipework in your building. This survey will give us the information we need to develop the plans and designs to build and install the new riser (risers are the vertical or horizontal pipes that run up the inside or outside of your building supply gas to your gas meter).

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Installing the new riser

Most of our work will take place either outside or in communal areas. To install new risers, we may need to put up scaffolding. If we do, we will let you know so you can let your home insurance company know. Our scaffolding will be alarmed, to maintain your safety and security.

All pipework for the new gas riser will be installed before the gas supply is cut off, unless a gas leak is found, in which case it will be cut off for safety. Once we have installed the new riser, we will transfer the gas supply from the existing riser to the new one. We will need someone to be in your property when we do this. All our teams carry identity cards, so please ask to see them before letting anyone in to your home.

Getting your gas back on

On the day we connect the new riser to your home we will have to turn off your gas so we can connect it to your existing gas meter. If we need to reposition your gas meter and internal gas pipework, we will agree any changes with you before we start work.

We will contact you to make an appointment before we turn off your gas. We may need someone (aged 18 or over) to be in all day but we will let you know when we make the appointment with you.

Once the new riser is installed, the old riser will be disconnected from the gas supply. If you were not at home when we tried to connect you to the new riser or missed our appointment, you won’t have gas when the old riser is disconnected. You will need to contact us to get your gas supply restored but you may be without gas for a couple of days.

We will test your gas appliances and internal pipework to check they are safe before we turn the gas back on. If there is a fault or problem, we won’t be able to reconnect your supply until the appliance or internal pipework has been checked by a Gas Safe engineer.

If you do not own your property you will need to make your landlord or managing agent aware.

Finishing the work

When we have finished, we will remove any scaffolding, and will call back within five working days to fill in any holes we may have dug. We may do this in stages depending on what needs doing. We will then send a team to remove any barriers or equipment.

If we have had to move your meter, we may need to arrange for an electrician to call to make sure your home continues to meet current regulations. It is important we do this, and we will make an appointment with you.