What to do in an emergency

In case of emergency


Don’t panic folks, this guide has got you covered.

If you smell gas

  • Don’t use electrical switches or light naked flames
  • Switch off gas appliances
  • Open doors and windows
  • Turn off the gas isolation switch (if you know where it is)
  • Go outside
  • Call the Gas Emergency Service on 0800 111 999

If you suspect a carbon monoxide leak

Open doors and windows
Go outside
Call the Gas Emergency Service on 0800 111 999

  If there’s a power cut

  • Make sure there are no flipped switches in your fusebox.
  • Wait a few minutes (power cuts don’t usually last long).
  • Call your Distribution Network Operator on 105.

If you’ve topped up but your supply hasn’t come back on

You may need to top up again to ensure you have enough credit to get going again. If you have and you’re still not connected then contact us through web chat.

If you’ve lost your payment key or card

Contact us through web chat and we’ll arrange a new one. It’ll be a £5 charge, to cover our costs.

If there’s an emergency with your meter

Call us on 0800 358 3523.