FAQ and Contact

Frequently asked questions

1Refund policy
Yep, cancellation happen. It's ok! We want satisfied customers so, glance over these instructions:

- No explanation needed, simply call us or email us and provide your reference number.

- But keep in mind you can cancel up to 14 days after accepting our quote.

- We will refund a full amount back to you.

2Is there a charge for domestic gas meter installation?
The meter installation is free of charge for all domestic properties.
3What is an MPRN?
This is the Meter Point Reference number. It is a unique registration number given to domestic and small business gas customers, and relates to the pipework that has been installed at the property.
4What is it standard connection for domestic property?
In order for a gas connection to be classed as standard domestic connection, the distance between the gas meter and the gas mains must be under 23m in public area and 40m on private area in length.Also gas meter position need to be on ground level only.
5What class as non-standard connection for domestic property?
Non standard quotes are generally given to commercial premises, though a domestic property can sometimes be classed as non standard. If your domestic property requires more than 80kW peak demand, the quote would be a non standard. If you are a property developer developing more than 4 properties and cannot provide the names of the future tenants or owners, it wouldn’t be classed as standard and therefore not subsidised. A block of flats that require a new gas supply above the first floor becomes a non standard gas supply quotation due to increased risks and costs of working at height. A non standard quotation is not subsidised and can be more expensive. Your quote for a new gas supply can often take two to four weeks, if not longer as traffic management can be required and is given consent by a local authority. Generally a site survey will be carried out.
6Where can I find my MPRN?
Your MPRN is provided to you when you arrange for your pipework to be installed. This will be provided by network.
7How do I calculate my load details?
This can be done by locating the data badge on each of your appliance(s). . Alternatively, refer to the appliance manufacturer or a Gas Safe™ registered engineer who will be connecting your meter to the outlet.
8How do I establish whether the pipework is live?
Your Gas Safe™ registered engineer will be able to perform the check on your pipework or contact your local gas distribution network. We can also arrange for a GT1 to be raised for your pipework to be checked on your behalf.
9How do I find out who my gas supplier is and what my MPRN is?
Call Xoserve on 0870 608 1524
10What is a GT1 Test?
A GT1 is a test carried out on pipework where you’re unable to establish the capacity of the pipework, or if a supply is live. A GT1 is raised to the network provider who will visit the site to establish this.
11Why do I need to provide a lot of details for a gas upgrade application form?
So that we can understand the requirements for your gas supply and meter, we need specific information in order to process your application.
12How long will it take to install my gas meter?
It depends on your gas supplier, normally between 10 to 22 working days.
13What Should I Do If I Have A Gas Emergency Or Pressure Problem?
Your first call of action should be to telephone the gas emergency service on 0800 111 999 to rule out any safety or leakage issues (an engineer will normally attend within one hour of your phone call). Next open every door and window to aerate the location with an immediate supply of fresh air. Then proceed with turning off the appliance and the main gas feed. Before reusing the appliance ensure it is checked by a “Gas Safe” qualified engineer. Do not smoke or turn on any lights or electrical appliances.
14Who Will My Gas Supplier Be?
You are free to choose the gas supplier you desire.
15How Much Do You Charge For Your Gas Services?
Gas metering charges can vary, depending on the size of gas meter and if the mains pressure is low, medium, high or intermediate. A standard-size gas meter will normally be charged at a fixed cost. For gas connections, gas pipes are bespoke and involve much longer timescales and complexity – no two jobs are the same. Costs for gas connection pipes typically start at around £320 but can, on occasion, be much higher.
16How Long Does It Take To Get A Quote From DS Gas?
At DS Gas, gas connection and gas installation quotes normally take between 2-6 working days, calculated from when all the necessary information and maps needed have been provided to us. Gas meter quotes can typically be provided within 5 working days from your request but can be before this.
17What Are The Lead Times For Work To Start?
Gas meters can normally be installed within 5-20 working days, depending on the size of the gas meter, and payment and acceptance of our quote has been made. Gas connection pipe works usually commence within 6-8 weeks but, depending on complexity and engineering availability, this could take longer, especially if there are any unforeseen technical difficulties
18What is Meter Outlet & Outlet Pipework?
The exit of the gas meter and pipework downstream of the gas meter that connects from a gas meter to a customers own equipment and appliances.
19What is Meter Inlet?
The meter inlet is the entry to the gas meter on National Grid’s side of the meter or the terminus of the gas connection pipe.
20What is ECV = Emergency Control Valve?
This is the company which owns a gas meter and are asked by gas suppliers to fit meters, they then charge a rental to suppliers which is how they make their money.
21What is kWh = Kilowatts per hour?
This is the most common energy usage requirement format. To ensure a gas meter is adequately sized, the maximum hourly load is required in kW/h.
22What is MSN = Meter Serial Number?
This is a unique reference to identify a gas meter.
23What is MPR = Meter Point Reference Number?
This is a unique reference National Grid uses to identify gas connection pipes.
24What is AQ = Annual Quantity?
Automated Meter Reading requires a device to sit on a meter and counts ‘heartbeats’ on the meter resulting in data being sent to a gas supplier, removing the requirement to physically read a gas meter. A gas supplier can also sometimes provide access to data and graphs so a customer can monitor energy usage.
25What to do in emergencies?
Your first action should be to call the gas emergency service on 0800 111 999 to rule out any safety or leakage issues. An engineer will normally attend within one hour. Open all doors and windows to ventilate the room. Get fresh air immediately. Switch off the appliance and do not reuse it until it has been checked by a Gas Safe registered engineer. Shut off the gas supply at the mains (if you know where this is). Do not smoke or turn on any lights or electrical appliances.

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