Be winter ready

We're dedicated to keeping our customers safe and warm all year round, whatever the weather.

With most of our network buried underground, our pipes are well protected against harsh winter weather. However, we've still made extra preparations to keep our gas network up and running during adverse winter weather. 

We know cold and unpredictable winter weather can be particularly challenging for our customers. Our tips and advice will help you stay safe and warm this winter. 

How you can keep safe and warm this winter 

  • Keep an eye on the forecast and watch out for weather warnings from the Met Office.
  • If cold weather comes, follow NHS advice to wear layers to keep warm and regularly have hot drinks. Try to check on your neighbours, especially if they could be particularly vulnerable in cold weather. 
  • Save the free emergency numbers to your phone – call 0800 111 999 in a gas emergency or call 105 in a power cut.
  • Find out about the Priority Services Register. This is a free service that helps us identify customers who need priority support, and will make sure you receive extra help if you’re without your gas supply. 
  • Make sure you get your gas boiler and appliances serviced annually by a Gas Safe registered engineer.
  • Fit a carbon monoxide alarm – regularly test it and check its expiry date.
Find more tips in our winter leaflet

What to do if your boiler stops working in cold weather

If your boiler has stopped working in the cold, check if your boiler’s condensate pipe has frozen. Cold weather can freeze the condensate pipe, which is the external pipe that takes condensation from your boiler to your drain outside. If you think your condensate pipe has frozen, watch this short video to find out how to safely thaw the pipe:

An external video is provided after the video External link to video


If your boiler still doesn’t fire up after trying to thaw the condensate pipe, contact your gas supplier if you have home or boiler care cover. Alternatively, you can contact a Gas Safe registered engineer for assistance. You can find an engineer near you on the Gas Safe Register website. The National Gas Emergency Service won't be able to help with boiler or appliance issues.

Help and advice

Here are a few simple ideas to keep your heating costs down and help you stay healthy during the winter months:

  • Wear warm clothes in layers
  • Turn radiators off in unused rooms and close internal doors to keep the heat in
  • Think about installing thermostatic valves on radiators in rooms you use the most
  • Moving furniture away from radiators allows heat to circulate better
  • Closing your curtains keeps the heat in and draughts out
  • Ask about any benefits or grants you might be entitled to such as winter fuel payments and insulation costs
  • Have a hot drink regularly and have a flask handy if you find moving about difficult. Eat small amounts regularly throughout the day
  • Keep a list of useful/emergency contacts and local organisations which support people like you by your phone
  • Keep torches, a battery-powered radio and spare batteries where they’re easy to find in the dark in case of power cuts

If it is safe and you are able to do so, please turn off your gas at the emergency control handle.This is normally located next to the gas meter. Please do not attempt to do this if the meter is in a cellar or basement.

In most instances, there will be a label indicating the on/off position.

If there is no label present please turn the emergency control handle through 90 degrees to close the valve. Here is a picture to help you:

How to turn off your emergency control valve

If you can’t turn off your valve, if you are are elderly, sick, disabled or have young children or need any help with this, call the National Gas Emergency Service on 0800 111 999 for assistance.

Please take great care if you do have flooding in your property and are using a petrol generator to help clear the water. It is vital to ensure there is adequate ventilation to prevent potential exposure to carbon monoxide.

Always follow the manufacturer’s instruction on the safe use of equipment.