What you can do
- Keep an eye on the weather forecast and if you have a loss of supply or a power cut, check on your neighbours.
- 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 email@example.com.
- 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.
- 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.
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:
Advice about your gas supply and what to do if you have been told to evacuate your home due to flooding.
Do not switch off your gas supply at the meter, especially if your gas meter is now under water. The gas pressure in the pipes should keep the water out of the gas pipes in your home. (Unless you have an existing gas leak.)
Once the flood waters have left your home and it is safe to return to your property, if you can smell gas, experience poor pressure or have no gas please contact the gas emergency line 0800 111 999 and we will advise you on whether we will attend or redirect you to your supplier/gas safe engineer.
If water has got into your gas pipes within your home you will need to contact a Gas Safe Registered engineer to clear the system. Call 0800 408 5500 for a list of local Gas Safe Registered engineers.
What to do if you are told to evacuate your home due to flooding
There is no safety reason for you to turn off your gas supply prior to vacating your property. However, if you prefer to do so, or have been advised to do so by an authorised agency then please turn off your gas at the emergency control handle which is normally located next to your meter. Please do not attempt to do this if your meter is under water or in a cellar.
If you do turn off your gas supply please contact us again on 0800 040 7766 when you are ready to have your supply restored as this will have to be done by an appropriate qualified person.
We do recommend that you ensure your gas appliances are switched off before evacuating your property.
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.