Gas safety

What to do if you smell gas or suspect a gas or carbon monoxide leak

First, turn off any gas appliances, open the doors and windows and leave your home immediately.

Then call the Gas Emergency services on 0800 111 999, and afterwards, call us. Don’t use your mobile or a cordless phone unless you are outside your home and away from the suspected leak.

If you have hearing difficulties, you can contact the National Grid by textphone on 0800 371 787.

Follow the guidance of the emergency services. If told to leave your home or to stay outside, do not go back in.

Only if you’re told it is safe, turn off the gas at the main supply (at the gas meter), then:

Do not use any electrical equipment or turn any lights or sockets on or off
Extinguish all naked flames, such as gas cookers and fires
Do not smoke, strike matches or do anything else that may cause a spark
Check if a gas tap has been left on. See if the pilot light has blown out on any gas boilers or appliances.

Look out for the engineer and open the doors manually if you have electrical entry phones, locks, or doorbells. It’s a good idea to put a note on the outside of the door warning people not to use the electrical door entry system or doorbell.

If you notice a blocked or faulty escape route within your home, please let us know straight away.

If you notice a missing or faulty smoke alarm or carbon monoxide alarm, please use our repair responsibilities tool to see who’s responsible for the replacement and repairs.

If you notice a faulty gas system, call the National Gas Emergency Service as soon as possible on 0800 111 999 from a safe location.

What we do to help keep you safe

We want to work with you to keep you safe in your home. As part of this, we carry out checks every year to make sure that your heating system is working correctly. It’s important we undertake these checks to ensure the safety of you, your family and your neighbours. Even if you do not have a gas supply or gas meter, we still need to carry out a safety check according to the law.

Our annual checks

Your gas boilers and heating system must be serviced and gas pipework tests done once a year. This is a legal requirement, and it is important we undertake these checks to ensure the safety of you, your family and your neighbours.
All of our contractors are Gas Safe Register approved. We ask that anyone who carries out work on your boiler or heating system is on the Gas Safe Register. This is to keep you and your household safe.

When a check is due

We keep track of when your service is due. Before the due date, we’ll get in touch to make an appointment. The visit must take place before the due date.

What we test

We can’t service or test any of your own appliances, so please be aware that you’re responsible for checking they are operating safely. However, if your engineer notices anything of concern, they will let you know.

Carbon monoxide

Carbon monoxide – which is produced when gas burns incorrectly – can be fatal. It is not visible and has no smell or taste. To keep you and your family safe, we also test carbon monoxide detectors in your home during your annual service.

You can find out more on the NHS website.

What happens if we’re unable to complete your appointment

As your annual service is a critical safety check, and a legal requirement, we need to carry this out.

If we are unable to carry it out at the second attempt, we will leave a missed appointment card and a legal letter. This will explain the next steps with regards to potential legal action that we may take if we cannot carry out this check.

This is not a course of action that we want to take, but it is essential that we are able to carry out this important safety check to your home. Even if you do not have a gas supply or gas meter, we still need to carry out a safety check and fulfil our legal obligations.

I think there’s a fault with my heating or hot water – what do I do?

If you think there’s a fault with your heating or hot water, you can book a repair.
We recommend you check your heating is working before the weather becomes cold. Simply turn on your heating system in early autumn. If there appears to be an issue, please book a repair.

Book a repair