Locking cooker valve
A simple device that keeps people with dementia or autism safe and provides reassurance to friends and family.
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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.
Our following advice aims to provide you with all the information you need to know should your gas supply be affected.
Our engineers will visit each property and carry out checks and ensure your emergency control valve is switched to the off position.
All customers affected will be provided with an information card or letter and access to updates through our website where you can register for regular updates using your contact method of choice (link to new online form).
Our engineers will be on site and as soon as they are able to, your gas will be restored.
Each customer will be revisited by our team who will carry out safety checks and restore the gas supply to your home.
If you were out when we called, please call our 24-hour Customer Service team on 0800 912 1717 and we will arrange for an engineer to revisit as soon as possible.
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.
Our teams will visit all affected customers as quickly as possible. We will keep affected residents informed of our progress and prioritise support for those who need extra help, such as the elderly, disabled, chronically sick or families with young children.
It’s very important that you do not try to use gas while our engineers are dealing with an emergency. Once it is safe to reconnect your supply, an engineer will call at your home to carry out safety checks.
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.
It’s usually difficult to estimate exactly how long it will take to restore supplies, due to the cause of the problem which will often involve repairing our gas network. We appreciate that it’s not easy being without your gas supply, therefore we will keep everyone updated through all our channels as appropriate.
Yes, you will be compensated for your time without gas, as agreed with the energy regulator Ofgem. If you were without gas for more than 24 hours, you will receive £70 compensation per household for each complete 24-hour period you had no gas.
This compensation is paid through your supplier and will appear as a credit on your next bill. There is no need to apply for this as it's paid automatically. If you're not sure who your supplier is, you can find their name on the top on your gas bill. It usually takes four to five weeks for your compensation to be processed. However, it can sometimes take up to three months to show on your account, depending on your supplier’s billing cycle.
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.
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.
When the electricity supply returns, your boiler should work without any intervention.
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
We know it’s not easy to be without your gas supply, therefore we’ve electric appliances available for cooking and heating. We always prioritise our most vulnerable customers to ensure they have the cooking and heating appliances they need.
If you need additional support, have access or safety needs then you need to register on the Priority Services Register (PSR). 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.
SGN Alert
SGN Alert is a free messaging system which sends you alerts about gas incidents in your area via email, recorded voice message or text. The secure community messaging system is also used by police forces, fire services, Neighbourhood Watch and other community groups.
Carbon monoxide
You can’t see it, smell it, hear it or taste it – that’s why carbon monoxide (CO) is known as the ‘silent killer’.