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.

Steps to take:

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

• Leave 1 light on to know 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 someone has been shocked:

• Call 999 immediately if they’re unconscious.

• Only approach if it’s safe. You could be hurt too.

Think about your own safety first - if the casualty is still in contact with the source of the shock, you may end up being shocked yourself.
 

If it’s safe to do so:

• Switch off the power.

• Use a non-conductive object (wood, plastic, cardboard) to break contact.

After the shock:

• If the person is conscious, monitor them closely for several hours.

• If unconscious but breathing, place them in the recovery position.

• If not breathing and you feel confident, begin CPR.

Carbon Monoxide (CO) Poisoning

Worried a gas appliance is leaking CO?

• Call the National Gas Emergency Service: 0800 111 999.

• Stop using gas appliances.

• Open all doors and windows.

• Get outside immediately.

• Get medical attention right away. Fresh air alone isn’t enough.

• Do not re-enter the property.

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

Household signs of CO:

• Yellow or orange flames on gas appliances (should be blue)

• Sooty stains around appliances

• Unusual condensation on windows

• Boiler pilot light keeps going out

Protect yourself:
Install a carbon monoxide detector. It sounds an alarm if CO 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.

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, you can chat with us online. Or call us on 0330 175 9669 24 hours a day, 7 days a week.

Extra Help: Priority Services Register
 

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