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What Should I Know?

Our customers are very important to us, and they play a vital role in our day to day work. It is our goal to inform you about what may be happening on your street and answer your questions. Please click on the questions below to learn more about the different steps of our construction process and how those steps might affect you.

Should I be home?

Should there be a need for a service interruption, or if we need to do any pressure testing of your natural gas pipelines, we can schedule an appointment with you in advance at your convenience. At that point, we'll make sure that you understand your customer responsibilities. Whether you speak to a Customer Service Representative, Project Inspector, Project Supervisor, or Project Manager, our employees will be more than willing to help you.

What about parking?

"No Parking" signs will be posted in advance in the area of our job sites. Depending on the type of project, the no parking dates will vary in length. Please keep in mind that we will make every attempt to keep this time frame to a minimum. The signs will inform you of the exact dates and times when there will be parking restrictions.

Will my gas be off?

Depending on the type of work that we are doing near your home or business, there might be a period of time that your gas will be off so that we can complete repairs. We must take this step in order to ensure your safety and the safety of the surrounding community. Before your service is temporarily turned off, Peoples employees will inform you of any interruption that might occur to your service and explain the process to you, including an estimate of how long your gas will be off.

NOTE: Once your gas service is turned back on, we will re-light any appliances either at that time or when you request an appointment. We answer these calls 24/7. However, if our employee visits your home and notices that an appliance is unsafe at that time, he or she cannot re-light the appliance. Instead, the appliance will be tagged with a red safety tag. You will have to call a certified plumber to fix the appliance before the appliance can be used again, in order to ensure your safety.

When will you be doing work?

Although we typically work on projects during standard working hours, please keep in mind that our emergency line repair crews must be available around the clock to respond to an emergency line repair. Even though these situations are rare, we take them very seriously in order to keep our customers and communities safe. These types of projects are on a case-by-case basis, and are not scheduled through our construction department.

What's my financial responsibility for my gas line?

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Natural gas travels through miles of pipeline and regulating stations to reach your home.

Outside your home, gas is delivered from Peoples’ main line, which is usually in or next to the street. Our main line connects with the customer service line, which carries the gas to your home’s gas meter.

After being measured by the gas meter, the gas flows into your house line, which carries the gas to your natural gas appliances.

Peoples is responsible for surveys, safety inspections, and emergency investigations for gas lines inside and outside of your home. When one of these activities results in a failure or a leak on the customer’s portion of the gas lines inside or outside of your home — which are the customer service line, house line, and gas appliances — it is the customer’s responsibility to schedule those repairs with a qualified installer and to cover the cost of those repairs. In addition, the installation of any new customer service lines, house lines, and gas appliances is also the customer’s responsibility to schedule and pay for.

If your customer service line, house line, or gas appliance needs to be repaired or replaced, make sure the work is performed by a qualified installer. After the work is complete, following all rules and regulations, the installer must call Peoples so that we can test the line and complete our safety inspection. The qualified installer must also submit a “Service Installation Record (SIR),” available online as a mobile app. If the SIR is missing or incomplete, we cannot restore your gas service.

A free Installation Guide can be downloaded on our Plumbers page.

  • Right of Way Maintenance

    A "right of way" is a legal right to pass through land or property owned by another person. This means that Peoples and our contractors have the right to access and maintain our pipelines, even when they are on another person's property. Our contractors regularly conduct maintenance work along Peoples' right of ways in Pennsylvania and Kentucky. That work may include things like mowing, clearing brush, and trimming trees. 

    Learn More