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Gas Leaks & Gas Supply Failure

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If you smell gas or are worried about gas safety, you can call 0800 111 999 at any time, day or night. Just pick up the phone, dial the number and you will be put through to a trained operator who will take all the details

If you are deaf or hearing impaired and have a Minicom or Textphone the number to call is 0800 371 787

So what happens when someone dials the National Gas Emergency Service?

Making the call

When you dial 0800 111 999, your call will be routed to the call centre.

It doesn't matter what time of day or night you ring - they have trained operators working round-the-clock waiting to take your call

Questions, questions!

A call handling agent will log all the appropriate details onto a computer. The kind of information you'll be asked for will include:

• The address/location of the suspected gas escape or gas emergency
  
• How many people are at the property where the smell is most noticeable?
  
• How long the smell has been noticeable?
  
• Are any neighbours affected?
  
• Your name and phone number
  
• Any special circumstances or access information

Getting accurate address details is very important as we want to make sure we send engineers to exactly the right place. You will be asked to verify these details for this very reason. Your address and postcode are particularly important

You'll be asked a series of questions designed to help us build a picture of the reported gas escape or gas emergency. From these details, we can identify the right gas safety advice for you - such as:

• Opening doors and windows
  
• Turning the gas off at the meter
  
• Avoiding the use of any naked flames or electrical switches

All calls to the National Gas Emergency Service and National Enquiry lines may be recorded and monitored

Send for an engineer

Once all the information has been gathered, it will be sent electronically to an engineer for action

How long will you have to wait for an engineer to arrive?

National Grid aims to attend all uncontrolled escapes within one hour, and all controlled escapes within two hours. A controlled gas escape is one where the person reporting it has confirmed that the gas emergency control valve serving the premises has been turned off and the smell of gas has gone. An uncontrolled gas escape covers all others

Sometimes, our engineers will be sent to a leak that has been reported outdoors. Around a quarter of these turn out not to be gas leaks at all. Around 80% of the gas escapes we attend are inside buildings. That means the escape is related to internal pipework, a boiler, gas fire or other gas appliance

What if the gas leak is indoors?

National Grid engineers will always 'make safe' when called to a suspected gas escape. However, the emergency service provided by National Grid under the terms of its Licence doesn't cover repairs to appliances or installation pipework which can't be completed within 30 minutes

What should you do next?

You should always follow up a report of a gas leak to Tung Sing's 24 hour Repairs line on 0161 234 0293

If you have Skype you can contact us online now (calls directed to emergency repairs service outside office hours)

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