Frozen water pipes can burst, causing major issues if not dealt with straight away. If you’re having trouble with frozen pipes, or if one of your pipes burst, contact our Customer Service Centre as soon as possible on 0800 678 1221. It may take some time for our contractors to arrange an appointment if the weather is particularly severe, but rest assured they will always prioritise the most urgent requests.
If the problem pipe is underground and not on your property, call your local water supplier, as they may be aware of, and already dealing with, an existing issue. Suppliers such as South East Water and Anglian Water could be of use.
Whilst you wait for assistance, there are a few things you can try to help resolve the issue, if you feel comfortable doing so:
If you have an immersion heater, keep an eye out for the following, as they are all symptoms of a fault with the system:
If you spot any of these, it is important that you report it to us as soon as possible so we can ensure the issue is fixed.
Pipes found underground, in outside walls and behind cabinets are particularly prone to freezing over – they’re also trickier to deal with. During particularly frosty spells, you should open cabinet doors to expose pipes to the warmer air in your house and report any leaks immediately.
If the boiler installed in your home is fitted with a condensate overflow pipe, you may need to monitor it more closely in extreme weather conditions. In the event of a boiler breakdown during extremely cold weather, we recommend you refer to the manufacturer’s guidance.
If a frozen condensate pipe is suspected, and our contractors are unable to attend quickly due to higher priority emergencies or traffic conditions, simply follow the same ‘trace and thaw’ processes detailed above which should allow you to thaw out the pipe and get your boiler operating again.
Take a look at the short video below which gives some additional advice – but do remember to contact us directly, rather than British Gas, to report any issues.