Welcome to tRIIO Connections

Introducing tRIIO

We are a gas engineering business working in partnership with Cadent to improve the supply of gas to millions of people living and working in North London and the East of England. We specialise in the replacement of gas mains and the installation of new gas connections to homes and businesses across the regions. Each year we install and carry out alterations to thousands of services, bringing new gas supplies to people and helping to improve the quality of their lives.

Our delivery role

As a potential new gas customer – or as someone wanting to upgrade or improve your existing supply – you will first come into contact with Cadent. You can reach them via their website: getting connected. From here you will be able to apply on line for a quote to connect you up. Alternatively, you can ring and talk to someone on: 0800 0745 788.

Once your quote is in place, Cadent will hand your information over to us in tRIIO. Our job is to visit you to discuss your requirements in more detail and make sure we understand exactly what needs to be done. We’ll then provide you with a planned date for your work and ensure that all of the arrangements are in place to allow us to deliver you your new gas connection. We’ll talk you through the whole process, explain what we’re going to do, and also discuss with you what we need to help provide you with a seamless experience.

As we progress, we’ll stay in close contact to keep you fully informed – you can opt in to our text messaging service, which will not only provide you with updates as soon as they arise but will give you an easy-to-use means of providing us with feedback.

Translating these pages

Connections – Our three-step process explained

Surveying and planning

Following your quote, we will survey your property to ensure we fully understand your requirements. We will then agree a delivery date with you. If required, we will arrange the permits for working on public land on your behalf. Note that timescales to obtain these can vary greatly depending on the requirements to work in the public highway. There may be some things you can do to ensure that on the day your work goes ahead as planned.

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Are you excavating the trench?
This needs to be approximately 425mm deep and 200-300mm wide. All excavated material must be stored away from the edge of the trench.

Do you have scaffolding up?
Remove any scaffolding directly above or close to where we need to work.

Do you need consent?
If you do not own the property or land where the gas pipe will go, you need written consent.

Is your site free from obstruction?
Please remove any skips, vehicles or other obstructions where the new gas pipe will run.

Have you chosen a built-in meter box?
You will need to fit this before we start work.

Are you laying your own ducting?
If you opt to lay your own ducting, it must comply with British Standard 4962. For more information on this subject please read the section below which provides you with full guidance on what you need to do.

Carrying out your work

In preparation for our planned start day, we may drop off some of our equipment at your property beforehand.

During the course of our work, you may also see different specialist teams arriving on site. They may be there, for example, to carry out steel work, or to work on the copper pipes. Depending on the work you are having done, there may also be things you need to do as well so it’s worth preparing in advance for this.

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If you are having a new service installed, we will run the pipe up to your meter position. However, your gas supplier will install the meter itself so you will need to talk to them directly about this. If you are having an alteration to an existing service and you are arranging for your own qualified people to help, you will need to organise their arrival on site and ensure they are fully prepared. As an example, you may choose to bring in your own specialists to move your internal pipework, refit your meter, move your earth bonding, or relight your gas appliances. If you do, we recommend they arrive later in the day we are there, or possibly the next day if you are able to be without gas overnight. We are always happy to advise you on this and liaise with your specialists. Alternatively, we can carry out this work for you. Please let us know in advance if you would like us to quote.

Tidying up after ourselves

We will do everything we can to keep your property and the street outside your house clean and tidy as a matter of course.

When we have finished our work, we will return to fill in any holes we have dug. We may do this in stages so the materials we use have time to settle properly. This means it may not be possible to complete everything in one day – but we will keep coming back until the work is done.

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It’s worth noting that where we use new materials to restore existing surfaces, the new surface will appear different from the older, existing one because it hasn’t had time to weather.

We will re-turf or re-seed grassed areas and replant flower beds if we’ve disturbed them. Please remember to water plants and grass until they are fully established.

As soon as everything is done, we will send a team round to remove all of our equipment.

Guidance on laying your own ducting

Trench and Ducting Guide – for New Connections only
For customers who wish to pre-excavate (for a reduced charge).

This option is only available when there is private land between the required meter position and the gas main.

If you prefer, Cadent will complete all work including any excavation and reinstatement work as part of the installation process. The discounted costing will not apply if Cadent complete all work. Please select ‘Cadent’ when completing your application.

For safety reasons Cadent has specific requirements which must be followed for ground works related to new supplies. Failure to follow these requirements may not only put safety at risk, but also lead Cadent to abort its visit to alter the service pipe creating a delay to your works programme, or require a variation of the contract; in either eventuality you will be charged at the appropriate rate. The specific conditions for ground works are set out in this document.

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Customers requesting a new gas service pipe to be installed to their premises have the option to pre-excavate the route of the pipe across land in their ownership or control for a discounted charge.

If you wish to provide a pre-excavated trench please ensure you select ‘Arrange ‘Other’ Option’ when completing your application. You may contact Cadent for more information on 0870 903 9999 (charged at local rate if calling from a landline, mobile phones may differ, contact your contract provider) or connectionshelp@cadentgas.com

  • Customers can only excavate on their own property (private land).
  • Cadent will excavate any public highways, roads and footpaths.
  • Excavation is not available for owners of flats, maisonettes and other shared residency buildings.
  • The trench must be suitable and adhere to current legislative duties.

Before excavation, review and understand the safe digging practices that are contained in Health and Safety document HS (G) 47 entitled “Avoiding Danger from Underground Services.” The above documents can be downloaded for free, or a hard copy purchased, from the HSE website http://www.hse. gov.uk/pubns/books/hsg47.htm or HSE Books, POBox 1999, Sudbury, Suffolk, CO10 2WA and is also available from other retailers. You must comply with all stated terms and conditions contained in the document.

The route for the service pipe

If you choose to complete the excavation, you must excavate the full length of the supply route within your property boundary in order for the discount to apply. Any excavations by Cadent, which may become necessary to install the supply, will be charged at the appropriate rate. Please note that you are responsible for ensuring that the excavation site is safely guarded and offers adequate protection to any person who may have access to your property. Cadent cannot accept responsibility for ensuring the excavation is left in a safe condition for other property users.

Specification for the trench
  • The trench must be excavated from the property wall at the point of the new meter position and terminate at the edge of your property boundary. The pipe must not be laid indoors or underneath any building, including garages, sheds, porches and conservatories etc. The pipe route should avoid drains, manhole covers and other obstructions. The pipe route should be laid in a straight line (if the nature of the works does not allow this, any change of direction should be made at right angles).
  • The trench must be excavated to a depth of 425mm (17”) and must be between 200–300 mm wide (8” and 12”). The bottom of the trench must be level and free from all sharp and/or stone materials which may damage the service pipe. In any ground containing sharp stones, it will be necessary to excavate a further 3” (75mm) and fill this space with fine material e.g. sand or stone dust to lay the new pipe on. Cement based materials must not be used as a fill material around the pipe. More information regarding fill materials and grading can be found in BS (British Standard) EN 12620: 2002. Excavated soil must be a minimum of 300mm (12”) away from the side of the trench.
  • Gas pipes should be laid a minimum of 300mm (12”) from electricity cables and 250mm (10”) from other utilities apparatus (e.g. water, BT, TV cables, drains, etc.). These clearance distances are for along the entire length of the service pipe and must be taken into account when the trench is being excavated.
  • If scaffolding or similar temporary structures are being used, the trench must be as far away from any of the vertical supports to minimise the risk of a collapse. Ideally ducting should be installed and the ground reinstated prior to any scaffold being erected, see below. Cadent will NOT work beneath any scaffold or similar temporary structures where the trench is too close to any vertical support(s) or if other personnel are working overhead.
  • The person/organisation you appoint to carry out the excavation is also responsible for ensuring that the excavation site is safely guarded. This should be done through the use of an appropriate, protective barrier system and offers sufficient protection to any person who may have access to your property.
Making the excavation safe
  • Please note that you are responsible for ensuring that the excavation site is safely guarded and offers adequate protection for any person who may have access to your property. This should be done through the use of an appropriate, protective barrier system. Cadent cannot accept responsibility for ensuring the excavation is left in a safe condition for other property users.
  • Please ensure that all excavated soil is stored a minimum of 300mm (12”) away from the side of the trench. This reduces the risk of debris falling in to the trench as well as reducing the stress on the side of the trench.
  • In order to ensure that the excavation is as stable as possible, please ensure that the vertical sides of the excavation are straight and that the edges are not undermined (Digging underneath the adjacent ground).
Specification for backfill and reinstatement of the trench
  • You are responsible for arranging the backfill of the trench, compacting of the material, levelling and reinstating the surface materials and to remove any surplus material.
  • The backfill and reinstatement requirements include restoration of the trench and any associated surfaces, such as driveways, paths, lawns, flowerbeds and specialist/ornate tiling, etc.
  • During the backfill process “Gas Pipe Below” warning tape must be installed a minimum of 75mm above the crown of the gas service pipe.
  • Mechanical compaction equipment must not be used within 200mm (8”) of the crown of the gas service pipe. Layers of backfill material must be hand rammed until this depth of cover is achieved.
Specification for installation of ducting (as applicable)
  • A pre-laid service duct may be used for PE service pipe laid external to the property. Under normal domestic situations this enables the developer to continue with any associated ground work in advance of the service work being completed however the developer will be required to allow access for the service termination and connection points.
  • The service ducting specification is currently BS 4962 ‘Specification for plastic pipes and fittings for use as sub soil field drains’; therefore it should be overlaid with gas caution tape to allow for future identification. The duct should be of the perforated type to allow for any potential gas ingress to disperse and not track to a nearby property.
Installation requirements
  • Service pipe ducting for domestic properties shall be yellow in colour and Gas marker tape, installed a minimum of 75mm above the duct over its entire length to avoid interference damage to gas pipes.
  • PE gas or water pipe shall not be used as a duct.
  • The ducting should wherever possible be laid perpendicular (thus to maintain a predictable route) in a straight line to the meter position. Any bends should not exceed the permitted radii detailed in Table D8 and Figure D2d.
  • For ease of insertion, the internal diameter of the duct should be sufficient to allow insertion of the PE pipe without damage.
  • The external ducting should terminate adjacent to the service entry point, allowing a minimum 1 metre of pre-excavated ground to assemble entry fittings.
  • The mains connection excavation shall be left open (wherever reasonably practical), with sufficient ducting to receive the service pipe.
  • A check should be made to ensure that the proposed finish levels, to allow the ducting and PE service, are at the correct depths. This information should be provided to the developer/builder. • The ducting should be laid on a prepared bed or soft ground and the first 75mm backfilled with suitable or imported fine fill.

Access to sites and to Cadent apparatus must be provided at all times. Please ensure that any temporary structures (portakabins, welfare facilities, silos etc.) or spoil heaps are not placed over Cadent pipes as this may block access and cause excess loading on the pipes. For further advice, contact the Cadent Plant Protection Team on 0800 688 588.

Crossing Cadent’s plant

The placing of heavy construction plant, equipment, materials or the passage of heavy vehicles over Cadent apparatus is prohibited unless specially agreed protective measures (i.e. the construction of reinforced crossing points) have been carried out. This is particularly important where reductions in side support or ground cover are planned.

For free downloads of our ‘Safe Excavation’ film and other safety publications, please visit www.cadentgas.com

You can download a PDF of this information
by clicking this image.

Postponing your work

At tRIIO we understand that the arrangements we agree with you to carry out your work will occasionally need to change. This can happen for a variety of reasons – anything from unexpected changes to your domestic circumstances through to changes to a building project that you might have underway.

If this happens, and you need to postpone the planned date for your gas connection work, you can rely on us to accommodate you. However, it’s important to make you aware that in some situations, changes you make to the programme may incur additional costs for you. You may also experience a re-plan date of six to eight weeks – or greater if we need a road closure to facilitate your work.

Frequently asked questions

How long will it take to arrange for my work to be done?

It will take approximately six weeks to organise although some projects can take longer if we need to obtain permission for a road closure or to meet other highway authority requirements.

If I have to postpone my work at short notice, why might I incur additional costs?

The main potential costs tRIIO has to consider are those that are largely beyond our control, namely the costs associated with any arrangements we have had to make with your local authorities for working in the road. These can be anything from a permit to work on the pavement to closing a whole road. So, if you postpone your project, there is a chance that we will need to pay for these. It is at this point that we might need to pass the costs on. The other major cost we can face is the cost of the team we allocated to carry out your work. Sometimes, particularly if you change at short notice, we can’t find them alternative work, but we still need to pay them.

If I have to postpone my work, how long will it take to make fresh arrangements?

It can take between six weeks and eight weeks to rearrange your project. This is primarily to do with the busy programme of work we maintain on an ongoing basis. In addition to this, if we need to apply for and be granted permission to work in the street outside your property, the timescale can extend beyond this. We need a permit from your local authority to do this and the process to secure it can often take a number of weeks to complete in its own right. This timescale will vary according to the extent and complexity of the work we need to undertake when we are on site. However, we will always do what we can to keep everything to a minimum.

Who connects my meter on a new connection?

You will need to choose your own shipper who will then agree a date to come and fit the meter after the service has been completed.

When will the tRIIO team carrying out my work arrive?

The appointment is an open one between 08:00am – 17:00pm, with the team calling you beforehand to confirm the time of arrival.

Who completes the cross bonding after my service has been altered?

The customer is responsible for their cross bonding being reconnected when completing their outlet work.

When will the reinstatement be completed?

All reinstatement will be completed between two and five days of completing the gas service.

Getting in touch with us

For more information about our Connections service or your own particular project, you can reach us in the following ways.

You can email us on: Customer.Care@triio.co.uk
You can call us on: 0800 151 2403.
You can write to us at: Connections customer team, Robinson House, Aylestone Road, Leicester LE2 7QJ