Gas safety advice

Save the number: 0800 111 999 

When there’s a gas emergency, we’re only a phone call away. Smell gas? Act fast, phone us on 0800 111 999.

Available 24/7, 365 days a year, our customer care handlers are on hand in an emergency. Just like any other emergency service, the team work around the clock to make sure that when there’s an incident, it’s dealt with calmly, quickly and safely.

Trained for every situation

All of our customer care handlers have had extensive training that allows them to put safety first, every time. We deal with people from all walks of life on a daily basis, and do everything we can to keep our customers safe.

Right now, there is a customer care handler just like Kelly helping our customers stay safe. We’re here for you 24/7.

Unsafe gas appliances can put your life in danger and carry risks such as gas leaks, fires and carbon monoxide poisoning.  Make sure you're aware of the potentially dangerous consequences and the warning signs to look out for.

It’s really important not to attempt DIY gas work on your home appliances - because this puts yourself, your household and community at risk.  Always use a Gas Safe engineer as they are qualified and competent to carry out your gas work and keep you safe - find an engineer at GasSafeRegister.co.uk.

An annual service by a Gas Safe registered engineer can help prevent carbon monoxide poisoning.

You may be eligible to register for the Priority Services Register if you or someone in your household is of pensionable age, has poor mobility, has a chronic or serious illness or you have children under the age of 5 and would benefit from extra support in the event of an interruption to your energy supply.

Information for carers

Faulty gas appliances can release carbon monoxide, which is a colourless, odourless and tasteless gas, so it’s difficult to detect.

What is it?

Carbon monoxide is produced when fuels including gas, oil, coal or wood don’t burn properly. Some gas appliances can cause carbon monoxide including free-standing gas heaters, gas cookers and gas fires.

Who is at risk?

Carbon monoxide is harmful and potentially fatal. It can affect anyone, so it’s important to know the signs and symptoms to look out for. Make sure your appliances are tested every year and install a working carbon monoxide alarm.

Signs and symptoms

It’s worth remembering some symptoms of carbon monoxide poisoning are similar to viral infections or tiredness, so try not to panic. Make sure you know the signs and symptoms

How we can help?

If you suspect a carbon monoxide leak, call us free on 0800 111 999*

If you’re a landlord, you are legally obliged to make sure:

• Gas pipework, appliances and flues provided for tenants are maintained in a safe condition.
• All gas appliances and flues provided for tenants’ use have an annual safety check. Your tenants can report you to the HSE if you don’t provide one, so it’s important to remember! You can set a free email and/or text reminder so you don’t forget - visit StayGasSafe.co.uk.
• A Gas Safety Record is provided to the tenant within 28 days of completing the check or to any new tenant before they move in.
• You keep a copy of the Gas Safety Record until two further checks have taken place.
• Maintenance and annual safety checks are carried out by a qualified Gas Safe Registered engineer. 
• All gas equipment (including any appliance left by a previous tenant) is safe or otherwise removed before re-letting.
• A carbon monoxide alarm must be available in any room used as living accomodation where there is a fixed combustion appliance other than a gas cooker. This is a new ruling in England from 1 October 2022. Any landlord found to be in breach could be fined up to £5,000.

Before any gas work is carried out, always check the engineer is qualified to carry out the work that needs doing e.g. natural gas, domestic boiler. You can find this information on the Gas Safe Register website or by checking the back of the engineer’s Gas Safe ID card. Encourage your tenants to also check the card when they arrive at the property. 

For more information and to find or check an engineer, visit GasSafeRegister.co.uk or call 0800 408 5500.

By taking care of your gas appliances properly, you are taking care of your home and your loved ones. Follow these few simple checks to keep you and your family safe.

• Check your Landlord’s Gas Safety Record. By law, your landlord must keep gas pipework, appliances and flues supplied for you to use in good condition. They must arrange a gas safety check of the appliances and flues every year and give you a record of the check. If your landlord refuses to provide you with one, you can report their details to the HSE.
• Check any gas appliances you own every year. Your landlord is not responsible for gas appliances that you own, so you should arrange for these to be safety checked once a year and serviced regularly by a Gas Safe Registered engineer. Set a reminder so you don’t forget at StayGasSafe.co.uk.
• Check your engineer is Gas Safe Registered. You can find or check an engineer at GasSafeRegister.co.uk or call 0800 408 5500, or ask to see their Gas Safe ID card when they arrive.
• Check your engineer is qualified for the type of gas work you need doing e.g. natural gas, domestic boiler. You can find this information on the back of their Gas Safe ID card and the Gas Safe Register website.
• Check for warning signs that could indicate your (or others') appliances are not working correctly. Signs may include lazy yellow/orange flames instead of crisp blue ones, black marks on or around the appliance, a pilot light that keeps going out and too much condensation in the room.
• Know the six main symptoms of carbon monoxide poisoning – headaches, dizziness, breathlessness, nausea, collapse and loss of consciousness.
• Install an audible carbon monoxide alarm and make sure your friends and relatives have one too. Check they are marked EN50291 and display the British Standards’ Kitemark. Note if you are in England all landlords are legally required to provide an alarm now in any room used as living accomodation where there is a fixed combustion appliance other than a gas cooker. This is a new ruling in England from 1 October 2022. Any landlord found to be in breach could be fined up to £5,000.

For gas safety advice and to find or check an engineer visit the Gas Safe Register website or call the free helpline on 0800 408 5500.

As a student, you’re just like any other tenant in that your landlord must ensure that any gas appliances in the property are safe for you to use.  See above section on 'How can i stay safe as a tenant?' for further advice.

Knowing your rights – and the hangover-like warning signs of carbon monoxide poisoning - might just save your life.

If you own your own appliances, or have other specific circumstances, these may not be covered by your landlord’s legal responsibilities - find out more about your landlord's duties.