• SGN Press release


    Has your boiler stopped working?


    1 March 2018

    The National Gas Emergency Service won't be able to help with boiler or appliance issues. Here's what to do if your boiler has stopped working in the cold weather:

    • Call a Gas Safe registered engineer for further assistance on 0800 408 5500. 

    • Alternatively, contact your gas supplier if you have home care cover.

    • Has your boiler's condensate pipe frozen? Cold weather can freeze the condensate pipe, which is the external pipe that takes condensation from your boiler to your drain outside. If you suspect your boiler isn’t working because your condensate pipe has frozen, here’s some top tips from British Gas on how to safely thaw your pipe:

    1. Hold a hot water bottle, or heat wrap, around the pipe.

    2. Pour hot, not boiling, water over the frozen end of the pipe with a watering can or kettle

    3. If you think the pipe is unfrozen, try switching the boiler on again. You might need to reset it. 

    4. If your boiler fires up, it’s fixed. If it doesn’t, then pour hot water on the pipe again.

    SSE has also produced a useful video to explain how to thaw your condensate pipe:


    We look after the gas pipes leading up to your gas meter and provide the National Gas Emergency Service across Scotland and the south of England. Our engineers are here to help 24/7 all year round. If you smell gas, have a gas emergency or are concerned about carbon monoxide, call the National Gas Emergency Service on 0800 111 999.