Emergencies

Find out what to do if you have a gas or electrical emergency

Electrical emergencies

What to do if you experience a power cut or electrical fault


If you have an electrical emergency, please call 105 from your landline or mobile phone, free of charge. 


This helpline can give you up-to-date information about power cuts and electrical faults in your local area. It's also the best number to call if you spot damage to electricity power lines and substations that could put you, or someone else, in danger. 


If you're concerned about a more serious, immediate risk, you should also call the emergency services.


105 is a free service available to everyone in England, Scotland and Wales. Lines are open 24 hours a day, seven days a week. For more information, go to Power Cut 105.



What to do if you think you have a fault with your meter


If you have no electricity in your home, it's not an emergency and an electrician has confirmed that there's a problem with your meter, please contact us directly. 


Use our webchat service, Monday to Friday, 9am to 5pm. Or call 01253 501 478 on weekends and bank holidays.


We'll need to ask you some questions about your meter, so please make sure you're logged into your account before calling us.


Trouble shooting electrical issues

I have no electricity anywhere in my home.

Check that the main fuse on your switch board hasn’t tripped. To do this, open the cover on the unit and see if any of the switches have turned to the off position. If they have, flick them back on.


If you're not able to do this yourself then you'll need to contact an electrician. You can use Local Heroes to find one in your area.


I only have electricity in parts of my home.

You'll need to contact an electrician. You can use Local Heroes to find one in your area.



Gas emergencies

What to do in a gas emergency


If you:

  • can smell gas
  • are worried about carbon monoxide fumes
  • think you have a gas leak

Get everyone out of your house and then call the National Gas Emergency Service on 0800 111 999


If you can do so safely, turn off your gas supply. The gas mains tap is usually beside your gas meter. Move the handle a quarter turn so it's 90 degrees from the pipe.

It is really important that you don't go back inside your house until the National Gas Emergency Service have given you the all-clear.



What to do if you know it's not a gas emergency


If none of your gas appliances are working but you know it's not an emergency and a gas safe engineer has confirmed that there's a problem with your meter, please contact us directly.


Use our webchat service, Monday to Friday, 9am to 5pm. Or call 01253 501 478 on weekend and bank holidays.

We'll need to ask you some questions about your meter, so please make sure you're logged into your account before calling us.



Trouble shooting gas issues

My heating isn't working but I still have hot water.

This means you've still got a working gas supply so you'll need to contact a gas safe engineer to look into the problem for you. You can use Local Heroes to find one in your area.


I have no heating or hot water but my gas cooker/hob and/or gas fire is still working.

This means you've still got a working gas supply so you'll need to contact a gas safe engineer to look into the problem for you. You can use Local Heroes to find one in your area.


I have no working gas appliances.

Please contact 0800 111 999 and report the problem to the National Gas Emergency Service. They will then advise you if you need to contact your supplier. If you do, please contact us using our webchat service, Monday to Friday, 9am to 5pm. Or call 01253 501 478 on weekend and bank holidays.