What to do in an emergency

Gas Leak

Smell gas or suspect a leak?

Call the National Gas Emergency Service immediately: 0800 111 999 (available 24/7).
 

What you should do:

• Open windows and doors to let the gas escape.

• Check that all gas appliances are turned off.

• If you know where your gas isolation valve is, turn it off unless it’s in the cellar.

• Leave the property and inform your neighbours.

What not to do:

• Don’t use light switches or any electrical devices.

• Don’t smoke or use open flames.

• Don’t re-enter your home until you've been told it’s safe.

Signs of a Gas Leak:

• Strong gas smell indoors.

• Boiler pilot light keeps going out.

• Orange or yellow flames on gas cookers (they should be blue).

• Scorch marks or soot around appliances.

• Excess condensation on windows.

Signs of a faulty boiler:

• Soot around the appliance.
• A yellow or orange weak flame instead of blue flame.
• A pilot light that blows out easily.

Power Cut

If the power is out across your area:

• Call 105 to report it to your network distributor, see the National Grid power cuts page for more.

• Check outside to see if your streetlights or neighbours are affected.

• Check UKPowerNetworks power cut tracker to check for reported outages in your area.

• Turn off all electrical appliances, especially those that shouldn’t be left unattended.

• Leave 1 light on to help indicate when power returns.

If only your home is affected:

1. Check your fuse box and look for any tripped switches.

2. Turn off everything at the plugs.

3. Leave 1 light on.

4. Turn off the main switch in the fuse box.

5. Switch each smaller switch off, then back on one by one.

6. If one flips back off, it’s likely tripped due to a fault.

7. Unplug any suspected faulty appliances and repeat the steps.

Important: Never attempt electrical repairs yourself. Call a qualified electrician if needed.

Electric Shock

If the casualty is unconscious, call 999 and ask for an ambulance.

Think about your own safety first - if the casualty is still in contact with the source of the shock, you might end up being shocked yourself.  If safe to do so:

1. Turn off the electricity. Or break the connection between the casualty and the object using a non-conducting object made of cardboard, plastic or wood.

2. If the casualty is conscious, keep checking on them for several hours after the shock. If they suffer any issues take them to A&E immediately.

3. If the casualty is unconscious and breathing normally, then after calling 999, put them in the recovery position. If they show no sign of circulation and you feel comfortable to do so, you could start CPR.

Carbon Monoxide (CO) Poisoning

Worried a gas appliance is leaking CO?

If you’re worried a gas appliance is leaking carbon monoxide, call the 24-hour National Gas Emergency service on 0800 111 999.

You should also:

• Stop using all gas appliances.

• Open all doors and windows to get fresh air inside. 

• DO NOT go back into your home.

• Get outside as soon as possible. Stay calm and try not to raise your heart rate. 

• Seek immediate medical help, as you may not know how badly you’ve been affected. Just being in fresh air alone isn’t enough. 

What is Carbon Monoxide?

It’s a deadly gas. It’s colourless, tasteless, and odourless. It’s easy for it to go unnoticed due to it’s nature.

Symptoms of CO Poisoning:

• Headaches (like tension-type)

• Dizziness

• Nausea or vomiting

• Fatigue and confusion

• Stomach pain

• Shortness of breath or difficulty breathing

Signs of carbon monoxide in your home:

• An orange or yellow flame on your gas hob, instead of the usual blue

• Dark, sooty stains around gas appliances

• More condensation than normal inside your windows

• The pilot light on your boiler frequently blows out

One of the best things you can do is get a carbon monoxide detector fitted. They sound an audible alarm when carbon monoxide is detected.

Pay As You Go (PAYG) Emergencies
 

Have a long-term health condition or disability?

Let us know during sign-up. A PAYG meter may not be suitable, and we can suggest alternatives. 

If you or someone in your household needs extra support due to age, health, pregnancy, young children, or language barriers, you can register for our Priority Services Register (PSR).

Benefits include:

• Free gas safety checks

• Advance notice of planned power cuts

• Tailored support in emergencies

Out of supply?

If you had any credit, even emergency credit, you won’t lose supply:

• Between 6pm and 9am, Monday to Saturday

• From Saturday 4pm to Monday 9am

• On Christmas Day, Boxing Day, New Year’s Day, and Easter Sunday

If your power cuts out:

• First, check that your meter has credit

• If not, top up or activate your emergency credit

How to activate emergency credit:

• Traditional meter: Insert key/card and follow on-screen prompts (press A, then B to accept emergency credit).

• Smart meter: Your in-home display will alert you when your balance drops. You can still activate emergency credit manually if it drops below £2.

Lost your card or key?

There are different solutions depending on your meter type. See the dedicated topic below for more:

If there’s an emergency with your meter out of normal hours and you’re off supply, you can call us on 0330 175 9669 24/7.