Smell gas?
If you smell gas at any time, call the National Gas Emergency number.
What to expect if your gas supply is affected by an incident on our network
Most of the time our gas network runs like clockwork, delivering gas safely, reliably and efficiently to our 6 million customers in Scotland and southern England.
But sometimes we encounter situations out of our control, such as water entering the gas network or a third party damage involving one of our pipes. This can affect supplies to some of our customers’ properties.
We've got advice to give you all the information you need to know if your gas supply is affected.
Current incidents
There are currently no incidents on our network.
Previous incidents
Find information on previous incidents, including updates and compensation information
If you are experiencing a loss of gas
What to expect if you have no gas or low gas pressure
If your gas supply’s gone off unexpectedly, or there’s a problem with your gas pressure, call the Gas Emergency Service on 0800 111 999.
You will be provided with safety advice and asked to switch off your emergency control valve if safe to do so.
One of our engineers will be dispatched to investigate if there’s a problem on the gas network.
Our engineer will advise of next steps to help get you reconnected.
Our engineers will visit all affected properties to temporarily turn off gas supplies at the meter.
All customers affected will be provided with an information card or letter while there will be regular updates on our website.
Our engineers will do everything possible to get those affected safely back on supply as quickly as possible.
We will visit each property to restore the gas supply and perform safety checks.
Our teams will visit all affected customers as quickly as possible, starting with our priority customers, such as elderly residents and households with young children.
For safety reasons, customers should not attempt to turn their gas supply back on themselves.
It’s usually difficult to give a confirmed timescale for restoring gas supplies.
We appreciate that it’s not easy being without your gas supply, therefore we will keep everyone updated.
If customers are out when our engineer calls, they should follow the instructions on the card left behind to rearrange a visit.
If you are vulnerable or need extra help while your gas is off
Information on the support available for customers who need extra help during a loss of gas supply
The Priority Services Register (PSR) helps us identify customers who need priority support in a gas emergency. You can sign up here.
If you are elderly, disabled, chronically sick or have young children or other special needs, we have portable electric appliances available for cooking and heating. These can be obtained by calling our 24-hour Customer Service team on 0800 912 1717. We also work closely with local authorities and voluntary organisation to support vulnerable residents, such as providing hot food and drinks.
All our engineers carry a laminated identity card. If you, or a relative, is in any doubt, please refuse entry and seek assistance from a neighbour or relative, or call the telephone number on the identification card.
Compensation
You may be entitled to compensation following a loss of gas supply
Yes, compensation is available for the time that customers were without their gas supply, as agreed with the energy regulator Ofgem. If a property is without gas for more than 24 hours, residents will receive £75 compensation per household and for each complete 24-hour period there was no gas.
This compensation is paid through energy suppliers and will appear as a credit on the next bill. There is no need to apply for this as it’s paid automatically. It usually takes four to five weeks for compensation to be processed. However, it can sometimes take up to three months to show on an account, depending on the supplier’s billing cycle.
Test
Test
Other issues which could affect your gas supply
If your electricity goes off, gas supplies and meters will usually continue to work normally.
However, your boiler may not work during this time. This is because most use electricity for things like pumps, fans and electronic controls.
If this happens, it should begin to work when your electricity is restored.
Make sure you visit powercut105.com if you’re experiencing a power cut.
If your boiler is not working, but is unrelated to a power cut, you’ll need to contact a Gas Safe Registered engineer to come out and take a look.
Extra help for vulnerable customers
The Priority Services Register (PSR) helps us identify customers who need priority support in a gas emergency.
It’s completely free and you can find out if you’re eligible. It’s quick and easy to sign up and can be completed with one of our engineers on site or by filling out our online form.
By registering on the PSR you will then receive regular updates during your gas supply interruption.
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