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Gas Emergencies – Help & Advice

If you smell gas or suspect carbon monoxide, call Cadent immediately on 0800 111 999

If you are experiencing a problem with a gas appliance or your gas meter, please follow the below steps:

Please do not call the gas emergency number unless you smell gas or suspect carbon monoxide.

DO NOT call the gas emergency number if you have a problem with your gas meter, bill, or gas appliances, call your gas supplier or a Gas Safe registered engineer.

Gas meter or bill issues – call your gas supplier – you can find their number at the top of your energy bill.

Gas appliance problem – call a Gas Safe registered engineer on 0800 408 5500 or your energy supplier, if you have a care plan with them.

During this time, we understand how difficult being without gas can be. Our first focus will be to customers in vulnerable situations. If you are a PSR customer, please contact us 24/7 on 01359 240363.

  1. 1

    Incident reported

  2. 2

    Loss of supply

    GTC alongside Gas Distribution Network (Cadent, SGN, W&W or NGN) will attend to investigate the situation and get engineers to site.

  3. 3

    Safe isolation of gas

    All properties gas supply is turned off by GTC representative. This is completed at the ECV which is located by your gas meter. If your meter is indoors then access to your property will be required.

  4. 4

    Repairs & reintroducing gas

    Following repairs to the gas , gas is introduced into gas mains and services in the road and footpath, in a co-ordinated manner.

  5. 5

    Getting back on gas

    A GTC representative will visit your property to turn your gas supply and appliances back on when it is safe to do so. We will need access to your premises for this work to be carried out.

  6. 6

    Not in when we call?

    If you are not in when we call, please contact GTC 24/7 on 01359 240363 opt 1.

  7. 7

    Incident Closed

    Once the incident is closed, details of the time customers were affected is brought together to determine and make any GSOS payments. GTC will write to customers with information on compensation claims.

Gas Emergency FAQs

A gas incident is an unplanned loss of gas supply or pressure problems affecting multiple properties across a gas network. The national gas emergency service, along with the gas network owner and operator will attend to investigate and resolve any gas issues in a safe and timely manner. Whilst every effort will be taken to restore your gas supply as quickly as possible, please understand that the recommissioning of multiple gas supplies needs to be undertaken in an orderly way in accordance with strict gas safety legislation.  The safety of the public and our employees is a top priority.
Regular updates will be provided on the live incidents page on our website. If you have any further queries, please call 01359 240363 Option 1.
Do not attempt to turn your gas back on. The re-commissioning of gas supplies is a complex engineering process,  and we therefore ask that you not to attempt to turn your supply back on, as this will be undertaken by a qualified engineer at your property.
Should essential maintenance be required on GTC gas networks which will impact on your gas supply, GTC will correspond with you to advise of these works and provide details of the planned commencement date.  Regular updates will be provided here. If you have received a letter and would like further information, please contact us on / 01359 240363 opt 1. If your gas supply is currently off due to a planned interruption, please do not attempt to turn your gas supply back on. The re-commissioning of gas supplies is a complex process, and we therefore respectfully ask you not to attempt to turn your supply back on, as this will be undertaken by an engineer at your property once GTC has completed all essential external maintenance work.
If you need additional support or you are a priority services customer but haven’t already registered with your current supplier, please call us on 01359 302255. More Information can be found on our Priority Registered Customer page.
Depending on the circumstances of the gas incident, we may be able to provide alternative heating and/or cooking facilities. This will be dependent on a number of factors, including, but not limited to,  the time of year and scale of incident and would be first be offered to priority service customers. The use of alternative heating and/or cooking facilities during a gas incident,  may create a higher demand on the local electricity network.  The electricity network is designed to deliver the electricity power customers normally use, as such there may be a higher-than-normal demand for power as a consequence of additional temporary appliances in use. If the network is significantly overloaded, then there is a risk it  may lead to a localised interruption to the electricity supply. To reduce the risk of this happening we require the customers to take the following action: •Minimise the use of appliances and switch off or unplug any electrical equipment that you do not need and heat only essential rooms. •Stagger the use of high-demand electrical appliances such as cookers, washing machines, dishwashers, heaters, kettles, and immersion heaters.
You may be entitled to compensation under the Guaranteed Standards of Service. To find out more information on this please contact us on 01359 302255

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