In an emergency

Gas emergencies

Smell gas?

If you smell gas or think you have a gas leak, call .  This is the Gas Emergency Services free 24-hour emergency line.


  • Open all doors and windows to fully ventilate your property.
  • Do not turn any electrical switches on or off.
  • Extinguish all naked flames and do not smoke, strike matches or do anything which could cause ignition.
  • If you have electrical security entry locks, don’t use them and open the door manually.

Advice from the Health and Safety Executive.

Carbon monoxide

If you are worried that fumes containing carbon monoxide are escaping from a gas appliance, call the 24-hour National Gas emergency hotline on .

Our advice is to get appliances tested regularly. For protection from carbon monoxide poisoning, make sure that all of your fuel-burning appliances – including stoves, fires, boilers and water heaters – are serviced annually by a qualified and registered engineer. Do use carbon monoxide detectors in your home too.

Electricity emergencies

Power cuts

Your electricity network operator looks after the safety and security of your electricity supply. If you have an electrical emergency or there’s a power cut in your area, contact your operator right away. All UK operators are listed in the table below, so find their number, make a note of it and keep it somewhere you’ll remember.

Faulty appliances

If you smell burning or if there is smoke coming from your fuse board, lights or sockets – or if you or anyone in your property is at immediate risk – call  999 immediately.

For advice about electrical safety, visit Electrical Safety First.

Area Company Emergency No. Website
North Scotland SSE Power Distribution
Central and Southern Scotland SP Energy Networks (or 02 from a mobile phone)
North East England Northern Powergrid
North West England Electricity North West
Yorkshire Northern Powergrid
Merseyside, Cheshire, North Wales and North Shropshire SP Energy Networks (or 00 from a mobile phone)
East Midlands, West Midlands, South Wales & South West England Western Power Distribution 05
Eastern England UK Power Networks (or from a mobile phone)
Southern England SSE Power Distribution
London UK Power Networks (or from a mobile phone)
South East England UK Power Networks (or from a mobile phone)

Prepayment emergencies

Meter issues

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

If you’ve lost your pay as you go key or card, please call during our opening hours so that we can arrange a new one for you. There could be a £8.25 charge for this to cover our costs.

If you have an emergency meter issue, you can contact us at the following times:

  • 8am to 8pm from Monday to Friday
  • 9am to 5pm on Saturdays, Sundays and Bank Holidays
Electricity meter issue

For an electricity emergency, we will send an engineer out to you within three hours on a weekday and within four hours on Saturdays, Sundays and Bank Holidays. If you contact us outside of these hours, we will handle your query from the start of the next day.

Gas meter issue

For a gas emergency, we will send an engineer out to you within four hours. If you contact us outside of these hours, we will handle your query from the start of the next day.

If you have an issue that doesn’t relate to your meter, you will need to call your network company who will be available 24/7.

Need to find a Pay Point outlet?

Pay as your go meter run out? Need to recharge your card? Need to find your nearest PayPoint?

Call PayPoint on or visit