Update 1.30pm, Wednesday 8 December

The heating and hot water supply to all homes on the estate should be back to normal operating temperatures by around 3pm today.

Newcastle City Council are monitoring the system and will update us immediately if there are any problems.

Should you still be experiencing problems after this time, please call us on our freephone number 0800 533 5442 and select option 3. You can also call the same number during out-of-hours.

Once again, we apologise for the inconvenience caused.

Update 10:45am, Wednesday 8 December

We are sorry for any discomfort this has caused for our customers, particularly during these extreme weather conditions.

The majority of customers who have contacted us this morning have confirmed their service has resumed, however, we’re aware that some of our customers are still without hot water and heating. The comfort of our customers is our top priority and we’re working hard to ensure we get their service back up and running as soon as possible.

Engineers are still on site and we’ll provide further updates throughout the day. We advise customers who are still without heating and hot water to call our freephone number 0800 533 5442 and select option 3. We have a team on standby to deliver portable heaters to any customer who needs one.

Update 19.00pm, Tuesday 7 December

We apologise for the loss of hot water and heating to some of your homes today.

Newcastle City Council identified a leak on the district heating system, which has affected the supply of heating and hot water to a number of homes on the Byker Estate.

Heating engineers have been on site for most of the day and have managed to temporarily repair the problem. It may take time for the hot water to filter through to everybody’s home depending on where you are on the system.

Please bear with us and once again, we apologise for any inconvenience this has caused.

If you are still without heating and hot water, please contact our out-of-hours team on the freephone number 0800 533 5442.