In an emergency

Gas emergency

If you can smell gas or think you have a gas leak: 

  • Do open doors and windows to let the gas escape
  • Do check your gas appliances are switched off
  • Do call the 24 hour National Gas Emergency hotline on 0800 111 999
  • Do turn your gas off at the isolation switch (if you know where it is), then wait outside, and let your neighbours know.
  • Don't switch lights on or off, use doorbells, mobile phones or use any electrical switches.
  • Don't smoke, light a match or use any other kind of naked flame.
  • Don't go back into your home until you’ve got the all-clear.

If you're worried fumes containing carbon monoxide are escaping from a gas appliance, call the 24 hour National Gas Emergency hotline on 0800 111 999. For further information about gas safety in the home check out our guide here. 

Carbon monoxide 

If you're worried fumes containing carbon monoxide are escaping from a gas appliance, call the 24 hour National Gas Emergency hotline on 0800 111 999.

Power cuts - getting the lights back on...


Power cuts usually don’t last long, but if it’s more than a few hours you’ll need to call your Distribution Network Operator (DNO) on 105 – they’re the people responsible for problems with the cables supplying electricity to your home. Before you ring, remember to:

  • Check your trip switch to make sure there’s not a fault with your wiring or electrical items.
  • See if your neighbours have power. If they have, it’s likely there’s a problem with the local network – call your DNO on 105 (this is free of charge from most landline and mobile numbers)
Power Cut? Call 105

Power cuts - getting the lights back on...


Power cuts usually don’t last long, but if it’s more than a few hours you’ll need to call your Distribution Network Operator (DNO) on 105 – they’re the people responsible for problems with the cables supplying electricity to your home. Before you ring, remember to:

  • Check your trip switch to make sure there’s not a fault with your wiring or electrical items.
  • See if your neighbours have power. If they have, it’s likely there’s a problem with the local network – call your DNO on 105 (this is free of charge from most landline and mobile numbers)
Power Cut? Call 105

Pay As You Go Emergencies

If you’re off supply and you’ve topped up but your supply isn’t coming back on, try topping up again – you might not have added enough credit to get your supply going.

If you’ve lost your payment key or card, please give us a call so that we can arrange a new one for you. There could be a £5 charge for this to cover our costs.

If you have an emergency meter issue, please give us a call on 0330 175 9669. We're open Monday to Friday 8am to 8pm, and weekends 9am to 5pm.

Who to call? 

So that you know which company to call, you’ll need to know your Grid Supply Point (GSP) number. This is the first two digits of your electricity supply number (or Meter Point Administration Number – MPAN) – you can see on your electricity statement.

If you’re not sure, call 105 and this will put you through to your District Network Operator.

Need extra support? 

We always aim to provide help where we can and to make life as easy as possible for you. This is why we have a Priority Services Register (PSR) to help our customers with any special requirements.

Our PSR is confidential and is designed to allow us and our representatives to provide you with the service you need and deserve.

If you would like to apply to join our PSR you can download an application form here and send it back to us.