• National Gas Emergency Service

     

    What happens when I call the National Gas Emergency Service?

    The National Gas Emergency Service deals with emergency calls from across in the UK. Trained operators answer calls 24 hours a day, seven days a week.

    You will be asked for more information including: 

    • the address or location of the suspected gas escape or gas emergency
    • where the smell is most noticeable
    • how long the smell has been noticeable
    • whether any neighbours are affected
    • your name and phone number
    • any special circumstances or access information
    • is it a high population building? 

    These questions will allow the National Gas Emergency Service to ensure an engineer is sent to the right address and provide you with the right safety advice. 

    Even if the suspected leak is outdoors, you should still call the National Gas Emergency Service on 0800 111 999. All calls are free and it’s vital to report any suspected gas escape, even if it is outside. 

    What happens next?
    Our engineers aim to attend all uncontrolled escapes within one hour and all controlled escapes within two hours. In a controlled gas escape, the person reporting it has confirmed that the gas emergency control valve for the premises has been turned off and the smell of gas has gone. An uncontrolled gas escape covers all others. 

    What if the gas leak is indoors?
    We will always ensure the gas escape is made safe and there is no charge for this. However, we provide an emergency service and under the terms of its licence, we cannot make repairs to appliances or installation pipework that take longer than 30 minutes or require specialist parts. 

    Once we have made the property safe, our engineer will explain that any work on appliances (e.g. cookers, boilers or fires) has to be carried out by a Gas Safe™ registered engineer. You can find details of Gas Safe™ registered engineers at gassaferegister.co.uk or by calling 0800 408 5500.