If you smell gas or have any concerns about gas safety you need to:

  • Call National Grid immediately on 0800 111 999: Calls are free and advice is available 24/7
  • Ventilate the property by opening all doors and windows
  • Avoid using any electrical equipment within the property (including light switches/mobile phones)
  • Avoid using naked flames
  • Turn off the gas at the emergency control valve by the meter (it’s normally turned off when the handle is at right angles to the pipe)

I can't smell gas but an appliance isn't working. What should I do?

If you can’t smell gas, but are having a problem with an internal appliance:

  • Contact a ‘Gas Safe’ registered engineer to investigate the problem;
  • If the Gas Safe engineer identifies that the problem is with the meter, then contact us and we will contact our metering partner, who will look into it.

Alternatively, you can contact our helpful team via:

  • Website: Visit, log into your account and fill in our online contact form.
  • Phone: Contact customer services on 0800 520 02 02. Lines are open Monday to Friday 08:00 – 18:30 and Saturday 09:00 – 13:00.

My heating is not working, what do I do?

  • Check the gas, electric and water supply is turned on.
  • Check the room thermostat (if you have one) is turned up and the clock timer set correctly.
  • If your boiler has a pressure gauge, check that it has 1 bar showing. This is usually located on the front panel.
  • Try putting your heating on full for a while to see if this triggers any heat.
  • If your boiler has a pilot light, check it hasn't gone out.
  • Set your heating to come on in 10 minutes - if there's been a power cut recently, your central heating timer might have returned to its factory settings so you'll need to reset it.
  • There also maybe a reset switch on the boiler. You can check your user manual to see what to do.
  • You can also try turning the switch off and on. The switch is usually nearby or in an airing cupboard.
  • Sometimes it can get very cold and pipes can also freeze.

If you still have hot water but the heating is not on, there could be an issue with the boiler. Please contact a ‘Gas Safe’ registered engineer using the following link.

Carbon Monoxide

If you are worried fumes containing carbon monoxide are escaping from a gas appliance, call the 24-hour National Gas Emergency hotline immediately on 0800 111 999.

You can also add a little extra security by having carbon monoxide detectors. They are available from many retailers and can be an inexpensive way to add an extra level of security to your home, letting you sleep worry free.

We’d also suggest that you have your fuel-burning appliances – including stoves, fires, boilers and water heaters – serviced annually by a qualified and registered ‘Gas Safe’ engineer.


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