As the largest gas distribution network in the UK, we provide 11 million homes and businesses with the energy they need to stay safe, warm and connected. We manage four of the eight gas distribution networks in the UK: West Midlands, North West, East of England and North London.
Find out about how we work with the Gas Safe Register to keep you safe, and what you can do to take care of yourself and others.
Do you know who to call if you smell gas?
Save the number: 0800 111 999
When there’s a gas emergency, we’re only a phone call away.
Available 24/7, 365 days a year, our customer care handlers are on hand in an emergency. Just like any other emergency service, the team work around the clock to make sure that when there’s an incident, it’s dealt with calmly, quickly and safely.
Trained for every situation
All of our customer care handlers have had extensive training that allows them to put safety first, every time. We deal with people from all walks of life on a daily basis, and do everything we can to keep our customers safe.
Right now, there is a customer care handler just like Kelly helping our customers stay safe. We’re here for you 24/7.
If you smell gas then call free on 0800 111 999
To make sure you stay safe, please follow the steps below:
- Extinguish any naked flames and do not smoke
- Do not operate any power or light switches, or any electrical appliances which could cause a spark
- Open doors and windows to ventilate the property
- Turn your gas off at the meter – If your meter is in a cellar/basement, do not enter. Evacuate the building
*All calls are recorded and may be monitored
Did you know that one in six homes has a
dangerous gas appliance?
Unsafe gas appliances can put your life in danger and carry risks such as gas leaks, fires and carbon monoxide poisoning. Make sure you're aware of the potentially dangerous consequences and the warning signs to look out for.
Prepare your home – keep a torch handy and get your appliances serviced by a Gas Safe registered engineer
annually to prevent carbon monoxide poisoning.
You may be eligible to register for the Priority Services Register
if you or someone in your household is of pensionable age, has poor mobility, has a chronic or serious illness or you have children under the age of 5 and would benefit from extra support in the event of an interruption to your energy supply.
Information for carers
Do you know the signs and symptoms of carbon monoxide?
Faulty gas appliances can release carbon monoxide, which is a colourless, odourless and tasteless gas, so it’s difficult to detect.
What is it?
Carbon monoxide is produced when fuels including gas, oil, coal or wood don’t burn properly. Some gas appliances can cause carbon monoxide including free-standing gas heaters, gas cookers and gas fires.
Who is at risk?
Carbon monoxide is harmful and potentially fatal. It can affect anyone, so it’s important to know the signs and symptoms to look out for. Make sure your appliances are tested every year and install a working carbon monoxide alarm.
Signs and symptoms
It’s worth remembering some symptoms of carbon monoxide poisoning are similar to viral infections or tiredness, so try not to panic. Make sure you know the signs and symptoms
How we can help?
If you suspect a carbon monoxide leak, call us free on 0800 111 999
What are my responsibilities as a landlord?
If you’re a landlord, you are legally obliged to make sure:
- Gas pipework, appliances and flues provided for tenants are maintained in a safe condition.
- All gas appliances and flues provided for tenants’ use have an annual safety check. Your tenants can report you to the HSE if you don’t provide one, so it’s important to remember! You can set a free email and/or text reminder so you don’t forget - visit StayGasSafe.co.uk.
- A Gas Safety Record is provided to the tenant within 28 days of completing the check or to any new tenant before they move in.
- You keep a copy of the Gas Safety Record until two further checks have taken place.
- Maintenance and annual safety checks are carried out by a qualified Gas Safe Registered engineer.
- All gas equipment (including any appliance left by a previous tenant) is safe or otherwise removed before re-letting.
Before any gas work is carried out, always check the engineer is qualified to carry out the work that needs doing e.g. natural gas, domestic boiler. You can find this information on the Gas Safe Register website
or by checking the back of the engineer’s Gas Safe ID card. Encourage your tenants to also check the card when they arrive at the property.
For more information and to find or check an engineer, visit GasSafeRegister.co.uk
or call 0800 408 5500.
How can I stay safe as a tenant?
By taking care of your gas appliances properly, you are taking care of your home and your loved ones. Follow these few simple checks to keep you and your family safe.
- Check your Landlord’s Gas Safety Record. By law, your landlord must keep gas pipework, appliances and flues supplied for you to use in good condition. They must arrange a gas safety check of the appliances and flues every year and give you a record of the check. If your landlord refuses to provide you with one, you can report their details to the HSE.
- Check any gas appliances you own every year. Your landlord is not responsible for gas appliances that you own, so you should arrange for these to be safety checked once a year and serviced regularly by a Gas Safe Registered engineer. Set a reminder so you don’t forget at StayGasSafe.co.uk.
- Check your engineer is Gas Safe Registered. You can find or check an engineer at GasSafeRegister.co.uk or call 0800 408 5500, or ask to see their Gas Safe ID card when they arrive.
- Check your engineer is qualified for the type of gas work you need doing e.g. natural gas, domestic boiler. You can find this information on the back of their Gas Safe ID card and the Gas Safe Register website.
- Check for warning signs that could indicate your (or others') appliances are not working correctly. Signs may include lazy yellow/orange flames instead of crisp blue ones, black marks on or around the appliance, a pilot light that keeps going out and too much condensation in the room.
- Know the six main symptoms of carbon monoxide poisoning – headaches, dizziness, breathlessness, nausea, collapse and loss of consciousness.
- Install an audible carbon monoxide alarm and make sure your friends and relatives have one too. Check they are marked EN50291 and display the British Standards’ Kitemark.
For gas safety advice and to find or check an engineer visit the Gas Safe Register website
or call the free helpline on 0800 408 5500.
I'm going to university this year - what do I need to know?
As a student, you’re just like any other tenant in that your landlord must ensure that any gas appliances in the property are safe for you to use. Knowing your rights – and the hangover-like warning signs of carbon monoxide poisoning - might just save your life.
If you own your own appliances, or have other specific circumstances, these may not be covered by your landlord’s legal responsibilities - find out more about your landlord's duties