What to expect if your gas supply is interrupted
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.
Ongoing gas off incidents
Check our loss of supply incidents page to see if there’s an issue in your area.
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.
Local gas emergency
If there is a local gas emergency affecting other properties where you live, 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.
Loss of electricity to your home
If your home is currently being impacted by a power cut, the loss of electricity supply means your gas boiler or central heating system won’t work during this time. To check if your property is being impacted by a power cut, you can visit powercut105.com. 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. You can find a Gas Safe engineer in your area here.
Extra help
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 here. 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.
Compensation
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.
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. To sign up, click here.