National Gas Emergency Service: Please only call if you suspect a gas escape or carbon monoxide leak

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National Gas Emergency Service provider Cadent has issued an urgent reminder to only call 0800 111 999* in the event of a suspected gas escape or carbon monoxide leak.
Amid high snowfall and sub-zero temperatures, Thursday 1 March 2018 saw the National Gas Emergency Service receive 40,000 calls in just one day. This more than doubles the previous record of 18,000 calls received in one day, back in December 2010. In 2017 the largest number of calls to the number received in one day was less than 9,000 calls.
Mark Belmega, head of customer performance at Cadent, said: “Please only call the national gas emergency number if you suspect a gas escape or a carbon monoxide leak.
“It’s an emergency service and it’s important that people only call for these reasons.”
He added: “If your gas boiler or any other gas appliance is not working properly the gas emergency number won’t be able to assist you.”
The National Gas Emergency Service Customer Centre has staff working 24/7 to deal with gas emergencies but it’s very important that people only call the number if they suspect the following:
  • A gas escape
  • A carbon monoxide leak
  • Poor gas pressures or no gas
People experiencing the following issues SHOULD NOT contact the emergency number:
  • Boiler breakdown
  • No hot water or central heating
If people have an issue with their gas boiler or other gas appliances, they should call their service contract provider directly or their gas supplier. Alternatively, call a Gas Safe registered engineer to fix the appliance problem.  They should call the Gas Safe Register on 0800 408 5500 to find a local engineer or visit
Those with frozen condensate pipes from a boiler can follow these guidelines to resolve the issue:
  • To thaw frozen boiler pipes, hold a hot water bottle, or heat wrap, around the pipe.
  • Alternatively, pour hot, NOT boiling, water over the frozen end of the pipe.
  • If the boiler fires up, it’s fixed. If it doesn’t, then pour hot water on the pipe again. If your pipes are still frozen, call your supplier.
Work on gas appliances should only be carried out by a Gas Safe registered engineer, to find one in your area call 0800 408 5500 or visit:
Suspected gas escapes or carbon monoxide leaks should be reported on 0800 111 999* (*All calls to the National Gas Emergency Service are recorded and may monitored)
For more on what to do in the event of a suspected gas escape or carbon monoxide leak visit


Cadent is the UK’s largest gas distribution network with a 200-year legacy.  We are in a unique position to build on strong foundations whilst encouraging the curiosity to think differently and the courage to embrace change.  Day to day we continue to operate, maintain and innovate the UK’s largest gas network, transporting gas safely and protecting people in an emergency.   Our skilled engineers and specialists remain committed to the communities we serve, working day and night to ensure gas reaches 11 million homes from Cumbria to North London and the Welsh Borders to East Anglia, to keep your energy flowing. 

Future of Gas: Here at Cadent we support the Government’s plans to reach Net Zero by 2050. That means we’re backing the introduction of hydrogen as a low carbon alternative to natural gas for the future. We know people love the controllability of gas and, with our network already in place, it makes sense to switch to the lower carbon alternative offered by hydrogen, which we believe can keep homes and businesses warm for generations to come.

Cadent manages the national gas emergency service free phone line on behalf of the gas industry - 0800 111 999*

Cadent Gas Ltd is owned by a consortium of global investors.

*All calls are recorded and may be monitored.

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Ben Green

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