Gas safety

Help topics

1. What should I do if I smell gas or suspect a leak?

If you smell gas, call the National Gas Emergency Service immediately on 0800 111 999 or via textphone (minicom) on 0800 371 787.

If you have the SignLive app, you can also use this service to contact the National Gas Emergency Service. SignLive provides a free 24-hour online interpreting service for British Sign Language (BSL) users. 

2. What should I do if I'm worried about carbon monoxide in my property?

If you suspect there are high levels of carbon monoxide in your property, follow these steps:    

  1. Open all doors and windows
  2. Move everyone into the fresh air
  3. Call the Gas Emergency Service on 0800 111 999

If someone has collapsed or is displaying severe symptoms, seek medical help by calling 999 or 112.

3. I've hit a gas pipe, what do I do?

If you or your builders have hit a gas pipe, call the National Gas Emergency Service 24 hours a day on 0800 111 999.

Always know what's below before you start digging.

4. What happens when I call the National Gas Emergency line?

When you call the National Gas Emergency Service, you'll be put through to an operator who'll log your call. The operator will ask you for details about the gas leak, so be prepared with the following information: 


  • The address of the gas emergency
  • How many people are at the property or within the area
  • Where the smell is strongest
  • How long the smell has been there
  • Whether any neighbours are affected
  • Your name and phone number
  • Any special circumstances or access information


5. How long will I have to wait for an emergency gas engineer to arrive?

If you've been able to turn off the gas supply using the emergency control valve on your meter, we'll be with you within two hours. 

If you're not able to turn off the gas supply at the emergency control valve, our emergency engineer will be with you within one hour.