We're dedicated to keeping our customers safe and warm, whatever the situation.
Which is why we are putting in extra precautions to help keep you and our colleagues safe during this challenging time and to do all we can to help prevent the spread of the virus.

How to stay safe and warm over the coming weeks

  • Know your free gas emergency number - if you smell gas call 0800 111 999*.
  • Be Carbon Monoxide aware - fit a carbon monoxide alarm and make sure you test it regularly and check its expiry date. Know the signs and symptoms of CO poisoning.
  • Join the Priority Services Register (PSR) - the PSR helps gas and electricity companies look after customers who have additional communication, access or safety needs. Find out more about the extra support we offer.
  • Stay scam aware. Unfortunately, there are lots of scammers trying to take advantage of people just now. Keep scam aware and look out for relatives and neighbours. Read about they types of scams and top tips to avoid being scammed.
  • Test your smoke / carbon monoxide detectors regularly. Remember; if you have battery operated alarms make sure that you have spare batteries for replacements just in case.
  • Keep torches, a battery-powered radio and spare batteries where they’re easy to find in the dark in case of power cuts.
  • Check your central heating is working correctly. Turn your heating on (and ensure the timer is working). After 20 minutes, check your radiators are starting to get warm (from the bottom up)
  • Bleed radiators of air if you find they are not getting hot at the top. Use a radiator key to and open the small valve at the top and to the side of the radiator slightly until water begins to drain out – tighten back up quickly! Radiator keys can be purchased at a minimal cost from your local DIY store
  • Check any existing pipe insulation (only where visible) to make sure it is in good condition to protect your external pipes and taps from freezing in cold weather. A cheap way to protect pipes, if insulation is missing, is to wrap them in old towels or blankets. Read our advice on What to do if your boiler isn't working
  • Follow us on Facebook and Twitter for updates.
  • In the event of a power cut call 105

Find out about what we are doing to keep you and our colleagues safe at this time.


  • Keep you and your families safe by following Government advice on what you need to do to help prevent the spread of the virus
  • Stay well by following advice from NHS Health.  Find out how to protect yourself or check if you need medical help
  • Look out for relatives and neighbours - with 3.6 million older people in the UK living alone**, if you are able please take a minute to check on your neighbours. Are they ok? Can you do anything to help if needed? 
  • Energy companies are offering advice on your energy supply during COVID-19. Read their advice
  • Keep a list of useful/emergency contacts and local organisations which can offer support by your phone.

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


Further advice

Deaf mother talking sign language with her daughter

Priority customers

The Priority Services Register (PSR) helps gas and electricity  companies look after customers who have additional communication, access or safety needs. It’s free and easy to join and gives extra support to those who need it.

Register for PSR

Boiler not working?

If your boiler isn't working, you may find yourself unsure of what to do next. We're here to keep people safe from gas leaks and deadly carbon monoxide, so if you find your boiler not working, the following steps may help you get everything working back on track.

Boiler help

Be carbon monoxide aware

The silent killer! Protect yourself from the dangers of carbon monoxide poisoning.
You can’t see, smell or taste carbon monoxide - make sure you know the symptoms.


Find out more

Useful numbers

  • Smell gas or suspect carbon monoxide? Ring the National Gas Emergency Service 0800 111 999*.
  • To find a Gas Safe registered engineer call on 0800 408 5500 or visit the Gas Safe Register website
  • Need to know who runs the gas or electricity network in your area? Visit the Energy Networks Association website
  • If you have a powercut, call 105