If you suspect you have a gas leak and/or can smell gas, call the National Gas Emergency Service hotline on 0800 111 999. This line is monitored 24 hours a day, 7 days a week.

Keep your home safe, by following below instructions:

What to Do

1. Ventilate – open doors and windows to let the gas escape,
2. Check your gas appliances are switched off,
3. Ensure all gas knobs are in the off position,
4. Call the 24-hour National Gas Emergency hotline on 0800 111 999,
5. When it’s safe to do so (make sure this area is accessible), turn your gas off at the control handle by turning it 90 degrees from the pipe,
6. Wait outside your property and let your neighbours know.

What NOT to do

1. Do Not operate any switches, this includes using light switches, doorbells, or any push buttons,
2. Take mobile phone away from the area and Do Not use them,
3. Do Not smoke, light a match, or use candles or any other kind of naked flame items,
4. Do Not go back into your home until the gas emergency line or engineer have given permission that it is safe to do so

It is essential to know the location of your Emergency Control Valve for your gas meter in your property. It will usually in the same compartment as your gas meter. It will be a red/maroon colour.

Carbon Monoxide concerns

Carbon monoxide is a tasteless and colourless gas. When exposed to this gas, you may start to feel cold like symptoms and notice yellow flames on your gas hob rather than usual blue flames.

If you’re worried about fumes containing Carbon Monoxide are escaping from a gas appliance, contact the National Gas Emergency Service hotline on 0800 111 999 to obtain safety advice.

Hot water or heating has stopped working

There could be a few reasons behind this. Please checks that these appliances are receiving gas:

1. Your boiler has stopped working
2. Any other gas appliances (i.e., a gas hob or gas fire)

If it’s only the boiler that is not working, call a local Registered Gas Safety Engineer who will be able to diagnose the problem and get it working for you.

You can find a local engineer at https://www.gassaferegister.co.uk/find-an-engineer/

If none of your gas appliances are working, please check with your neighbours, to see if there are more than one house in your area affected and contact your Gas Transporter on 0800 111 999.

Once you have contacted your gas transporter and they have visited your property to make safe or have advised that there is a problem with your gas meter, please contact us.

Getting Gas back into your property

Once the Gas Transporter has made your property safe and confirmed that your gas meter required to be replaced, please call us, Home Energy.

Home Energy will aim to get you back on supply within the next 72 hours.

When you report this fault to Home Energy, our Customer Service agents will ask for the following information to be provided, to ensure that engineers sent out to your property will be able to get you back on supply quickly.

1. Picture of the Gas meter so that Home Energy can see the entire meter details and connectors,
2. Picture of the Gas meter location and box,
3. Picture of any paperwork Gas Transporter has left/shared with you,
4. Advice from Gas Transport of your metering faults,
5. Your address and contact details,
6. Confirm you or an authorised person aged 18 years or above will be available at your property in the next 4 – 5 hours to provide engineer access to your property.

What happens next:

1. Customer Service agent will pass this information to our emergency team to assess and book an engineer to attend
2. When an appointment has been booked, our Customer Service agent will contact you to advise of the following:
   1. Your booking Reference Number
   2. Expected Arrival date and time of our Metering Engineer, within a 5 hours’ time slot.
3. Please make sure you or an authorised person aged 18 years or above are at the property to provide engineer access to carry out this metering job.
4. Before the engineer leaves your property, ensure that you have checked that your gas appliances are working; gas is coming through from the meter to your appliances.
5. Sign engineers’ paperwork to confirm job completed when you are comfortable that you now have gas supplying your property.

Raising concerns with worked carried out by Gas Metering Engineers

Please contact Home Energy if you have any concerns regarding the work that has been carried out at your property.

Please take photos of the issues you would like to raise and share it with Home Energy with explanation of your concerns.

Our Customer Service agents will take information you have provided and raise your concerns with SMS plc, our national metering engineer partner, and will help manage your concerns to a reasonable solution.

It is not possible to advise of timescale for getting a resolution for your concerns until the information has been shared with SMS plc, as this depends on the severity of your concerns. However, Home Energy commits to providing regular updates and working in partnership with you and SMS plc, to get your concerns resolved as soon as it is reasonably possible.

Home Energy will be working in compliance with our existing complaint process and procedures.