When you dial 0800 111 999, your call will be routed to the Gas Emergency Services call centre.
It doesn’t matter what time of day or night you ring – they have trained operators working round-the-clock to take your call.
Questions you’ll be asked when you call
A call handling agent will log your details. The kind of information you’ll be asked for includes:
- 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?
- Is the smell coming from the cellar/basement?
- Are any neighbours affected?
- Your name and phone number
- Any special circumstances or access information
Accurate address details are very important as they want to make sure they send engineers to exactly the right place. You will be asked to verify these details for this reason. Your address and postcode are particularly important.
You’ll be asked a series of questions designed to help the Gas Emergency Services build a picture of the reported gas escape or gas emergency. From those details, they can identify the right gas safety advice for you – such as:
- Opening doors and windows
- Turning the gas off at the meter unless the meter is located in the cellar/basement
- Avoiding the use of any naked flames or electrical switches
All calls to the National Gas Emergency Service may be recorded and monitored.
Sending an engineer
Once all the information has been gathered, it will be sent 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, 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 they 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. 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.
So what do I do next?
Once they have made your property safe, their 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.