Services beyond the meter
If we find a gas appliance, boiler or internal pipework fault during a safety visit, we may need to disconnect it to keep customers safe. For vulnerable customers, losing heating or hot water can have a significant impact, especially when repair costs are difficult to manage.
Through Ofgem-funded VCMA support, eligible customers can receive help to repair, service or replace faulty gas appliances and pipework. This support helps keep people safe, warm and connected to essential gas services in their homes.
When a customer calls us to investigate a smell of gas, a gas outage or they suspect carbon monoxide, our front-line engineers often find it’s not caused by our network but a faulty gas appliance, boiler or pipework.
For safety reasons they must disconnect the appliance or supply. We know this is inconvenient and worrying for customers – but for someone with challenging medical, financial or personal circumstances, the impact can be far greater.
Previously these customers would need to find a Gas Safe engineer to deal with the repair or replacement and this may be stressful or simply not possible for someone on a low income.
Subject to meeting Ofgem’s eligibility criteria, VCMA funding enables us to provide support to service, repair or replace gas appliances and pipework; easing the financial impact and ensuring they remain safe and warm in their home
Case Study
Learn how our in-house Gas Safe engineers carry out assessments and support eligible customers in vulnerable situations with servicing, repairs and replacement of faulty gas appliances.