What you can do
Keep the National Gas Emergency Service number – 0800 111 999* – handy and ring it immediately if you smell gas or suspect a deadly carbon monoxide leak.
Keep the number of your gas boiler service contract provider, gas supplier (the company name at the top of your gas bill), or contact details for a Gas Safe Registered engineer to hand in case your gas boiler breaks down or shows an error message.
Please don’t call the National Gas Emergency Service unless you have a gas emergency – we can’t help and you could be blocking the line for customers that need urgent help. For non-urgent enquiries our Customer Care Team are here to help. Call them on 0800 040 7766 or email firstname.lastname@example.org.
Get your gas appliances serviced by a Gas Safe Registered engineer. To find an engineer visit the gas safe register website or ring 0800 408 5500.
My boiler isn’t working
If the condensate pipe from your boiler freezes this winter, follow this simple advice to thaw it:
- To thaw frozen boiler pipes, hold a hot water bottle or heat wrap around the pipe
- Alternatively, pour hot, NOT boiling, water over the frozen end of the pipe
- If the boiler fires up, it’s fixed. If it doesn’t, pour hot water on the pipe again. If your pipes are still frozen, call your supplier.
Watch the short video, below, which explains the simple steps to take:
Join the Priority Services Register. You may eligible for help from your energy company if you have extra communication, access or safety needs. This can include elderly people, those with a chronic illness, people with mental health issues or dementia and those born Deaf.
Buy an audible Carbon Monoxide alarm.
Know the signs and symptoms of carbon monoxide.
Call 105 if you have a power cut.
Keep a torch handy in case of power cuts.
Keep an eye on the weather forecast and if you have a loss of supply or a power cut, check on your neighbours.
We’re fully prepared for the challenging weather conditions that the winter brings.
We continue to improve the resilience of our network and ensure customers are looked after when the gas goes off.