Emergency & Gas Smell: Who To Call In The UK
In an emergency, never call your energy supplier (such as British Gas, Octopus, or E.ON) to report a gas leak or power cut. Energy suppliers only handle metering and billing. Network infrastructure is maintained by independent national and regional operators.
Smelling Gas? What You Must Do Now
Official National Gas Emergency Service Protocol
Available 24 hours a day, 365 days a year. Completely free from UK landlines and mobiles. An engineer is usually dispatched within 1 to 2 hours.
- •Open all windows & doors to disperse gas.
- •Turn off gas supply at meter control valve (unless in cellar).
- •Evacuate immediately and assemble in fresh air away from property.
- •Call from outside using mobile or a neighbor's phone.
- •Do not touch light switches, doorbells, or electric sockets.
- •Do not smoke, light matches, candles, or any naked flame.
- •Do not use landline phone inside the affected building.
- •Do not enter a basement or cellar if gas is suspected.
Power Cut or Flickering Lights?
Free National Electricity Emergency Service: Call 105
Calling 105 is completely free. It automatically identifies where you are calling from and routes you straight to your local electricity Distribution Network Operator (DNO).
Find Your Local Electricity Operator (DNO) & Live Outage Map
Enter the first part of your UK postcode (e.g. SW1, B15, M4, EH1, CF10, LS1) to find who owns your local power cables, emergency contact numbers, and live outage tracking maps.
Prepayment Meter Ran Out of Credit?
Self-Disconnection Protection & Emergency Vouchers
Most UK smart meters and modern prepayment meters will never disconnect during evening hours (typically 6pm/8pm until 9am/11am next morning), all weekend, or on UK Bank Holidays, even if credit hits £0.
- •Activate Emergency Credit: On your meter or In-Home Display (IHD), accept the prompt to access £5 - £10 buffer credit to keep power on until stores open.
- •Emergency Fuel Vouchers: If you cannot afford to top up, contact Citizens Advice (0808 223 1133) or your local council for a Household Support Fund fuel voucher.
- •Supplier Hardship Funds: British Gas Energy Trust, Octopus Octo Assist, and EDF Customer Support Fund provide direct grants even to non-customers.
Priority Services Register (PSR)
Free Statutory Extra Support For Vulnerable UK Homes
Every UK energy supplier and network operator is legally required by Ofgem to maintain a free Priority Services Register for customers needing extra care.
Have a Supplier Dispute or Unresolved Complaint?
The 3-Step Legal Escalation Process & Energy Ombudsman Adjudication
Step 1: Supplier Formal Complaint
Contact your supplier explicitly requesting to log a formal complaint. Request a complaint reference number and keep written records of all communication and bill statements.
Step 2: 8-Week Deadlock Rule
Under Ofgem regulations, your supplier has 8 weeks to resolve the matter. If 8 weeks pass without agreement, or if they send a formal "Deadlock Letter", you have the legal right to escalate.
Step 3: Energy Ombudsman
Escalate to the Energy Ombudsman (free & impartial). Their decisions are legally binding on suppliers and can order financial compensation, bill write-offs, or formal apologies.
"Who Should I Call?" Quick Decision Matrix
Clear guidance to save time and get the right help instantly
| Situation / Issue | Who To Contact | Phone Number | Supplier Role |
|---|---|---|---|
I smell gas inside or near my property | National Gas Emergency Service (0800 111 999) | 0800 111 999 | DO NOT call your supplier. Suppliers handle billing, not gas leaks or physical pipe repairs. |
My home lost electricity (power cut) | Call 105 (Free National Distribution Network Operator line) | 105 | Suppliers do not maintain local electricity substations or power poles. Call 105 to reach your DNO. |
My prepayment meter ran out of credit / self-disconnected | Call your Energy Supplier's Emergency Prepayment Line | Check back of meter key or bill | Your supplier can issue emergency credit, discretionary funds, or an emergency fuel voucher code. |
I have a dispute about incorrect billing, direct debits, or poor service | First: Supplier Complaints Dept → After 8 weeks: Energy Ombudsman (0330 440 1624) | 0330 440 1624 | Suppliers must log formal complaints and have 8 weeks to resolve before Ombudsman escalation. |
I am elderly, disabled, or rely on electrically powered medical equipment | Register for Priority Services Register (PSR) with your supplier and DNO | Free via supplier or 105 | Both your supplier and network operator provide free priority support, cold-weather alerts, and emergency supplies. |
Free, Impartial UK Consumer Advocacy
If you are struggling with debt, receiving threats of disconnection, or facing unfair supplier treatment, these authorized services provide free confidential support.
Free impartial advice on energy rights, debt, and billing disputes.
Official legal resolver for complaints unresolved after 8 weeks.
Free confidential charity advice for energy debt and repayment plans.
UK's leading debt charity helping households set up affordable budgets.