We’re dedicated to keeping our customers safe and warm. We can offer extra help, free of charge, to people who need priority support either temporarily or long term.
Our services are designed to support people who are over 65, have children under five or are pregnant, have long-term physical or mental health conditions, have a disability or have additional language or communication needs. We could still support you if your circumstances aren’t listed above, so please contact us to find out how we could help.
Whether we’re carrying out emergency work to repair a gas leak or planned work to upgrade our network, we’ll always do our best to look after you. If you, or someone you know, could benefit from any of our below services, please call our Careline on 0800 975 1818 or email us.
Carbon monoxide is a highly poisonous gas. It’s known as the silent killer as you can’t see it, smell it, hear it or taste it. Our carbon monoxide advice page explains how to protect your family against this poisonous gas. If you’ve got concerns about CO, call the National Gas Emergency Service on 0800 111 999 or via textphone (mincom) on 0800 371 787.
If you’ve been struggling to pay your energy bills and you’re finding it difficult to keep your home warm, we may be able to help. Through our Help to Heat scheme, we can offer free or discounted connections to our gas network for eligible households. We may also be able to contribute to the cost of installing a new gas central heating system in your home. Find out if you could be eligible for financial support on our Help to Heat page.
Our simple safety device can help people, such as those with dementia or autism, gas safe in their own home. The valve stops gas cookers being turned on or left on unintentionally. We fit the device for free and we’ve partnered with the UK’s other distribution companies to offer this service nationwide. Visit our locking cooker valve information page to find out more.
The Priority Services Register (PSR) helps us identify customers who need priority support in a gas emergency. It also lets energy companies like us, including your gas and electricity suppliers, tailor our day-to-day services to your individual needs to make sure we’re helping you stay safe, warm and well-informed all year round. If you’re not registered on your supplier’s PSR, we can help you do that or you can contact your gas and electricity suppliers directly.
If you’re without your gas supply because of an emergency or planned work, we’ll provide you with alternative electric cooking and heating appliances. When we’re carrying out planned work to upgrade our pipes near your home, we’ll discuss this with you beforehand and we’ll arrange for you to have appropriate access to your property during our project. We work closely with partner organisations to offer further services to help keep you safe and warm. For example, our expert energy advice partners offer confidential, independent information about home energy efficiency, help with switching to better tariffs and support with clearing energy bill debt. If you could benefit from any of these services, please contact our Careline.
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