My boiler isn't working

We look after the pipes that bring gas to your home or business, but unfortunately there can sometimes be problems.
We are here to help if there is a gas emergency, such as a gas leak, loss of gas pressure from our network or you suspect carbon monoxide (CO) is being released. In the event of a gas emergency, we act promptly to make sure the supply to your home or business is made safe and secure again.
There are other experts (Gas Safe Registered engineers), who can help if your problem is not a gas emergency, such as a boiler fault, low system pressure or a frozen condensate pipe.  

Has your boiler's condensate pipe frozen?

During the winter, many people experience problems with their boiler due to frozen condensate pipes. The condensate pipe is the external pipe that takes condensation from your boiler to your drain outside. A blocked or frozen pipe may cause:
  • a “gurgle / bubbling” noise from within boiler/flue when trying to light
  • a Fault Code to be displayed on the boiler 
  • ice visible from condensate pipe outside
  • water dripping from plastic condensate pipe at connection to boiler.

Here’s some top tips on how to safely thaw your pipe. You may need to repeat them a few times.
  1. Hold a hot water bottle, or heat wrap, around the pipe
  2. Pour hot, not boiling, water over the frozen end of the pipe with a watering can, jug or kettle
  3. If you think the pipe is unfrozen, try switching on the boiler again – you may need to reset it
  4. If the boiler fires up, it's fixed. If it doesn't then pour hot water on the pipe again
  5. If your boiler pipes are still frozen, you will need to contact a Gas Safe Registered engineer to help you. If you rent your property, you should contact your landlord.


If you are unsure of the cause of your gas appliance not working and think it may be a gas emergency, then call us on 0800 111 999* immediately.

*All calls to the National Gas Emergency Service and National Enquiry lines are recorded and may be monitored

Useful numbers

Some helpful numbers to call if you are experiencing issues with your gas appliances:

For a Gas Safe Registered engineer in your area call 0800 408 5500 or find an engineer.

If you have home care cover with your gas supplier please contact them directly.

For electricity issues dial 105.