Gas Leaks
If you smell gas or suspect a gas leak please call
The National Gas Emergency line on 0800 111 999 immediately from a safe location.
All calls are recorded and may be monitored. Please only call this number if you smell gas or suspect carbon monoxide, as they will not be able to assist or help with any other issues. Please don’t call from a mobile as this may ignite a spark. Use a neighbour’s phone or take a mobile phone outdoors.
If it’s safe to do so you should also:
Check the pilot light � turn all gas appliances off. If the pilot light remains on there may be a gas leak.
Turn the main gas tap off � Do this by turning the emergency control valve on the pipe leading into the meter to the OFF position. The gas supply is off when the ridged line on the spindle is across the pipe.
Open doors and windows to clear the gas.
Don’t turn light switches on or off, use doorbells, mobile phones or any other electrical switches.
Don’t smoke, light a match or use any other kind of naked flame.
Don’t leave it to someone else � you could be putting yourself and others at risk.
For meter faults that leave you without gas or electricity, call us on 01453373033.
Monday to Friday 9am - 7pm
Saturday and Sunday 9am - 5pm
If you call outside of these times, please still call and you’ll be directed to one of our metering partners who’ll be able to help you in an emergency 24/7.
If you need assistance with a power cut, please contact your or call 105.
If you have Pay As You Go meters, there may be reasons for this other than a power cut, leak or fault. Please visit our ‘Pay As You Go� support page.
My gas or electricity isn’t working (and it’s not a power cut)
For meter faults that leave you without gas or electricity, call us on 01453373033.
Monday to Friday 9am - 7pm
Saturday and Sunday 9am - 5pm
If you call outside of these times, please still call and you’ll be directed to one of our metering partners who’ll be able to help you in an emergency 24/7.
If you need assistance with a power cut, please contact your or call 105.
If you have Pay As You Go meters, there may be reasons for this other than a power cut, leak or fault. Please visit our ‘Pay As You Go� support page.
Power Cuts
There’s never a convenient time for the power to go off.
These things do happen from time to time, so there are some things you can do to help out if you have a power cut:
Check with your neighbours or look out for other signs that there’s been no power in the area, like streetlights being off at night. It’s possible for a power cut to only affect your home, but it is very rare.
If you believe that you have a power cut, please call 105, the National Power Cut Helpline, which was created by network operators that manage the National Grid. They will be able to advise you of how long the power cut may last but they won’t be able to answer any questions about your account with us.
If you think your supply has been lost due to a problem with your meter and not the network, please contact us on 01453 373033.
Monday to Friday 9am - 7pm
Saturday and Sunday 9am - 5pm
If you call outside of these times, please still call and you’ll be directed to one of our metering partners who’ll be able to help you in an emergency 24/7.
If you need assistance with a power cut, please contact your or call 105.
If you have Pay As You Go meters, there may be reasons for this other than a power cut, leak or fault. Please visit our ‘Pay As You Go� support page.
For standard gas meters
If you have a standard gas meter you should call us if there is a:
Blank display � your gas supply is turned off and the meter screen is blank.
Faulty display � the meter shows a series of eights or an error message.
Battery failure � the meter battery has run out and needs replacing.
For Pay As You Go meters
If you have a PAYG meter you should call us if there is a:
Blank display � your gas supply is turned off and the meter screen is blank.
Card error � the card is not working when inserted into the meter.
Faulty display � the meter shows a series of eights or an error message.
Battery failure � the meter is showing battery fail, or the battery has run out and needs replacing.
Further support
For meter faults that leave you without gas or electricity, call us on 01453373033.
Monday to Friday 9am - 7pm
Saturday and Sunday 9am - 5pm
If you call outside of these times, please still call and you’ll be directed to one of our metering partners who’ll be able to help you in an emergency 24/7.
If you need assistance with a power cut, please contact your or call 105.
If you have Pay As You Go meters, there may be reasons for this other than a power cut, leak or fault. Please visit our ‘Pay As You Go� support page.
To top up your Smart PAYG meter call our automated payment line on0345 8124444
Related FAQs
ʹapp want to keep our customers safe from energy theft, and the dangers that go with it. That’s why we’re supporting Crimestoppers energy safe initiative.
What is energy theft?
Energy theft is when someone isn’t paying for their gas or electricity, or is paying less than they should, because they’ve tampered with or bypassed their meter.
Why is energy theft dangerous?
Tampering with or bypassing a meter can lead to fires, electric shocks, gas leaks and explosions � so it’s important that if you suspect it may be happening, you report it.
If you think that someone may be tampering with or bypassing their meter, you can report it anonymously by calling Stay Energy Safe on 0800 023 2777.
Or you can fill out a form on the , where you can also find out more about energy theft.
If you smell gas or suspect a gas leak please call 0800 111 999 immediately from a safe location.
Please don’t call from a mobile as this may ignite a spark. Use a neighbour’s phone or take a mobile phone outdoors.
If it’s safe to do so you should also:
❯�Check the pilot light � turn all gas appliances off.If the pilot light remains on there may be a gas leak.
❯�Turn the main gas tap off� do this by turning the emergency control valve on the pipe leading into the meter to the “OFF� position. The gas supply is off when the ridged line on the spindle is across the pipe.
❯�Open doors and windowsto clear the gas.
❯�Don’t turn the lights on or off, use doorbells, mobile phones or any other electrical switches.
❯�Don’t smoke, light a match or use any other kind of naked flame.
❯�Don’t leave it to someone else� you could be putting yourself and others at risk.
❯Keep a torch somewhere that’s easy to access, it’s a lot safer than using a candle
❯Stay warm � keep a blanket and warm clothing handy
❯Make sure you’ve got a small stock of food that doesn’t require cooking to prepare
❯Keep a charge on your mobile phone or laptop
If your power has gone off, here’s what you should do:
❯Switch off all electrical appliances that shouldn’t be left unattended, ready for when the power comes back on
❯Leave a light on so you know when the power outage has been resolved
❯Check to see if your neighbours' lights are on
❯Wrap up warm, and fill a flask or hot water bottle while you still have hot water
Help Guides � Gas Safety Information
If gas appliances and other gas fittings haven’t been properly installed or maintained, this could lead to gas leaks and carbon monoxide (CO) poisoning.
❯Don't use any gas appliances that you think aren't working properly
❯Make sure that ventilation bricks, grilles or outside flues are never covered or blocked
❯Make sure your gas appliances are serviced at least once a year by a Gas Safe Register� engineer
❯Fit a carbon monoxide detector
❯Don't allow unqualified people to install or maintain your appliance.
If you smell gas or suspect a gas leak
❯�Check the pilot light � turn all gas appliances off.If the pilot light remains on there may be a gas leak.
❯�Turn the main gas tap off� do this by turning the emergency control valve on the pipe leading into the meter to the OFF position. The gas supply is off when the ridged line on the spindle is across the pipe.
❯�Open doors and windowsto clear the gas.
❯�Don’t turn the lights on or off, use doorbells, mobile phones or any other electrical switches.
❯�Don’t smoke, light a match or use any other kind of naked flame.
❯�Don’t leave it to someone else� you could be putting yourself and others at risk.
You can’t see it.
You can’t taste it.
You can’t smell it.
Carbon monoxide is very poisonous and can kill without warning in a matter of hours. You're particularly vulnerable when you're asleep.
The symptoms of carbon monoxide poisoning can be similar to flu � you may suffer from headaches, nausea, drowsiness, dizziness and pains in the chest and stomach that appear to get better when you're away from the area.
Carbon monoxide is produced when carbon-based fuels (gas, oil, wood or coal) aren't burnt properly and there is insufficient air or ventilation in the room.
It's often produced by appliances that have been installed or maintained incorrectly. Signs to look out for include yellow or orange flames, soot or stains around the appliance and pilot lights that frequently blow out, but these signs are not conclusive.
To see if you're affected, ask yourself
❯�Is more than one person in the house affected?
❯�Do the symptoms ease or disappear when you're away from the house but recur on returning home?
❯�Are the symptoms related to the use of a fuel burning appliance?
❯�Are the symptoms worse in winter, when the heating is in use?
If an appliance is emitting carbon monoxide and you've been exposed recently, go to hospital and tell them you believe you have been poisoned by carbon monoxide. They'll need to determine your Carboxyhemoglobin level with a blood test. You should be treated as an emergency case, so it's a good idea to take someone with you.
More information on carbon monoxide awareness is available from
❯� - campaign backed by victims� charities, professional organisations and energy companies
❯�
Benefits of fitting an audible carbon monoxide alarm
A carbon monoxide detector alerts you to carbon monoxide (CO) being present in your home. ʹapp strongly recommend you use one, regardless of whether you have an oil, gas or wood burning boiler, water heater or cooker.
You can be particularly at risk from CO poisoning when you're asleep and an audible detector could alert you and save your life. But it shouldn’t be regarded as a substitute for the proper installation and maintenance of gas appliances by a Gas Safe RegisterTMengineer.
Before purchasing a CO alarm, make sure it complies with British Standard EN 50291 and carries a British or European approval mark, such as a Kitemark. Carbon monoxide detectors should be installed, checked and serviced in line with the manufacturer’s instructions.
Having a gas safety check reduces the risk of gas leaks and the danger of carbon monoxide (CO) poisoning. Most gas appliances, related flues and other gas fittings should be checked and serviced every 12 months.
Any work should be carried out by:
❯�AGas Safe Register� engineerwho,
❯�Must hold a valid certificate of competence, certified by The National Accredited Certification Scheme for Individual Gas Fitting Operatives (ACS).
You can find a list of Gas Safe Register� engineers in your area on the .
All gas appliances and gas fittings must be installed in accordance with:
❯�The Gas Safety (Installation & Use) regulations
❯�Building regulations
❯�Manufacturer’s installation instructions
Installations should alsocomply with the British Standards and Regulations for electrical installations.
If you're a tenant, it's your landlord's legal duty to maintain gas appliances, carry out an annual gas safety check and provide you with a copy of the completed Gas Safety Check certificate.
It’s important to get your boiler and appliances checked if you use other fuels such as coal, wood or oil. Chimneys should be swept at least once a year. Keep chimneys, flues or vents clear.
Am I eligible for a free gas safety check?
If you're an Ecotricity gas customer, you may be eligible for a free gas safety check if you fulfil all of these conditions:
❯�Own your home and live in it with others (landlords must carry out gas safety checks for tenants)
❯�Be in receipt of a means-tested benefit
❯�Not have had a gas safety check carried out at the premises in the last 12 months
And one of the following:
❯�Have at least one child under the age of five
OR
❯�Be of pensionable age, disabled or chronically sick and either:
❯�Be the sole occupier at the property
❯�Live with others who are all of pensionable age, disabled, or chronically ill or under 18
ʹapp'll carry out a free gas safety check � on request � on your gas appliances and gas fittings each year. This doesn't replace the need for regular servicing, but it'll give you additional peace of mind.
A Gas Safe Register� engineer will carry out the safety check and check that your gas appliances are safe and not emitting harmful carbon monoxide. If necessary, we'll advise you on the options available for repairing or replacing any unsafe appliances.
If you think you qualify for a free gas safety check, please call us on0345 555 7 100,and we’ll send you a Priority Services Form.
What happens during a gas safety check?
The engineer will check your gas appliances and tell you if they're unsafe. They'll explain why and record this information in legible writing.
The important words to look out for are 'condemned', 'spillage', 'carbon monoxide', 'CO' and 'blockage'. Some engineers carry a multi-fuel gas analyser that reports what's being emitted from a condemned appliance � keep this reading if you can. The engineer will advise you if/how your appliance can be repaired if it's condemned.
Red warning notices are placed on any appliances that fail the gas safety check.
It's illegal for anyone � other than a Gas Safe� Register engineer � to remove these notices.
The country is split into areas known as blocks. These sections are categorised by one letter between A to V.
You can identify what your Rota Block area is by looking on the first page of your bills. Your specific letter will be located by your supply address.
Alternatively, If you experience a power cut and you have completed your preliminary checks to ensure the issue is not in connection with your meter, you can find out which electricity network you're connected to by entering your postcode into the postcode finder search box using this link � Your Rota Block letter and Distribution Network Operator (DNO) code will be confirmed.