Gas Safety


If you are concerned about your gas supply It’s very important that you are aware of the ways you can be safe around gas. If you smell gas or are concerned that your gas boiler or any gas appliances might not be working properly, you should:

- Open all doors and windows; and

- Not use any electrical equipment (including mobile phones and light switches) or naked flames; and

- Turn off the gas supply at the Emergency Control Valve (ECV) next to the gas meter (this is normally turned off when the handle is at right angles to the pipe); and

- Call the free 24-hour Gas Emergency line on 0800 111 999 immediately.

If it turns out that there is an issue, and once your supply has been made safe, please contact us [phone number] to tell us what has happened.

If you can’t smell gas but a gas appliance at your home doesn’t seem to be working, please think about whether you’ve had a gas meter installed in the past 2 weeks.

If you’ve had a gas meter installed in the past 2 weeks, then please follow the steps laid out above under the heading “If you are concerned about your gas supply”.

If you haven’t had a gas meter installed in the past 2 weeks, then you should contact a registered Gas Safe engineer to check the appliance. You can find an engineer in your area by visiting If the engineer tells you that there’s a problem with your gas meter, please contact us immediately on 0330 0414 902. We’ll send someone (this may be a third party working on our behalf) to your home as soon as possible to investigate the issue and will call you back within four hours to let you know what’s happening.

Gas Safety Checks

To make sure that you and your family stay safe, all gas appliances and flues and other gas fittings should be checked and serviced by a registered Gas Safe engineer every 12 months. You can find an engineer in your area by visiting

If you’re included on our priority services register (PSR)

If you’re eligible to be included on our Priority Services Register, or if you’re already included on this, you may be eligible for a free gas safety check.

For more information on our PSR, please see our policy document “Helping Our Vulnerable Customers” located on our website or contact our customer care team on 0330 0414 902 or at

If your boiler or appliance is deemed unsafe

If the gas boiler or a gas appliance at your home has been deemed unsafe by an engineer it will be issued with a warning label and shouldn’t be used as it could be at risk of producing the highly poisonous odourless, tasteless and colourless gas carbon monoxide.

Please don’t switch on the gas boiler or gas appliance until an engineer has fixed the issue and given you a written notice declaring the boiler or appliance to be safe.

If you believe that you’ve recently been exposed to carbon monoxide, then you should seek medical advice as soon as possible.

Carbon Monoxide

What is carbon monoxide and why is it dangerous?

Carbon monoxide is a potentially fatal gas which is odourless, tasteless and colourless. Low levels of exposure can cause severe health problems. High levels of exposure can kill. You can find more details of the risks of exposure to carbon monoxide at

What are the symptoms of carbon monoxide poisoning?

Symptoms of carbon monoxide poisoning can include:

- Headaches

- Flu-like symptoms

- Dizziness

- Nausea

If you find that the symptoms listed above improve when you’re away from your home, this may mean that one or more of your gas appliances is producing carbon monoxide. If you believe that this is the case, please:

- Switch off all gas appliances; and

- Open all windows and doors; and

- Call the 24-hour free Gas Emergency line (0800 111 999); and

- Seek urgent medical advice from your local A&E or GP and ask for a carbon monoxide blood or breath test.

What early warning signs can I look for?

- Evidence of soot, stains or discolouration near appliances like boilers, gas fires or water heaters;

- Gas flames should burn blue – if the flame looks yellow then attention might be needed.

How can I avoid exposure to carbon monoxide poisoning?

As mentioned above, please make sure that your gas boiler and other gas appliances are serviced every year by a registered Gas Safe engineer.

We also recommend the use of audible carbon monoxide detectors which will warn you if carbon monoxide is present at your home. However, these should only be used in addition to regular gas appliance servicing. You can be particularly at risk from carbon monoxide poisoning when asleep as you may not be aware of the symptoms until it’s too late. Having an audible carbon monoxide detector could give you a suitable warning and save your life.