Emergencies & safety

Step 1: Make the call

If you smell gas then call free on

0800 111 999

It doesn't matter what time of day or night you ring - we have trained operators working round-the-clock waiting to take your call.

A call handling agent will log all the appropriate details. The kind of information you'll be asked for will include:

  • The address/location of the suspected gas escape or gas emergency
  • How many people are at the property where the smell is most noticeable?
  • How long the smell has been noticeable?
  • Is the smell coming from the cellar/basement?
  • Are any neighbours affected?
  • Your name and phone number
  • Any special circumstances or access information

Getting accurate address details is very important as we want to make sure we send engineers to exactly the right place. You will be asked to verify these details for this very reason. Your address and postcode are particularly important.

Step 2: Practical steps while you wait

Step 2: Practical steps while you wait

You'll be asked a series of questions designed to help us build a picture of the reported gas escape or gas emergency. From these details, we can identify the right gas safety advice for you - such as:

  • Opening doors and windows
  • Turning the gas off at the meter unless the meter is located in the cellar/basement
  • Avoiding the use of any naked flames or electrical switches

Step 3: Engineer makes safe

Step 3: Engineer makes safe

Once we have made the property safe, our engineer will explain that any work on appliances (e.g. cookers, boilers or fires) has to be carried out by a Gas Safe registered engineer. To find a Gas Safe registered engineer in your area, please visit the Gas Safe Register website or call on 0800 408 5500.


suspect carbon monoxide?

Suspect carbon monoxide?

  • Open all doors and windows
  • Move outside into fresh air
  • Call the Gas Emergency Service on:
0800 111 999*

If someone has collapsed or is displaying severe symptoms, seek medical help by calling 999 or 112.

No gas?

no gas?

If you are experiencing a loss of gas, please check one of the following:

1. Have you received a card or letter from us? if so please read this information and visit www.bettergaspipes.co.uk for more information

2.Has there been an incident in your area?

3.Has there been an incident in your building?

or alternatively, call us on Freephone 0800 111 999.


hit a pipe while digging?

0800 111 999 *

If you hit a gas pipe while digging, even if there is no obvious damage or smell of gas, please call and report it immediately on

0800 111 999 *

Safety at home & work

​Safety at home

We all want our homes and families to be safe. However each year, thousands of households are affected by emergencies involving gas and carbon monoxide (CO).

Find out more info and watch videos about how to be safe at home, watch over your family and neighbours and be safe when on holiday.

Gas Safety

CO Safety

Safety on holiday

​Work safely

safety at work

If your work brings you (or could bring you) into contact with our assets and equipment, the information, resources and services on this section will help you to stay safe.

It also provides you with information on how to locate pipes, who to contact and timescales for a free markup service.