Call us on 0800 023 4171

In an emergency

Gas emergencies

Smell gas?

If you smell gas or think you have a gas leak, call 0800 111 999.  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 0800 111 999.

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 0800 300 999
Central and Southern Scotland SP Energy Networks 0800 092 9290 (or 0330 1010 222 from a mobile phone)
North East England Northern Powergrid 0800 668 877
North West England Electricity North West 0800 195 4141
Yorkshire Northern Powergrid 0800 375 675
Merseyside, Cheshire, North Wales and North Shropshire SP Energy Networks 0800 001 5400 (or 0330 1010 400 from a mobile phone)
East Midlands, West Midlands, South Wales & South West England Western Power Distribution 0800 6783 105
Eastern England UK Power Networks 0800 783 8838 (or 0333 202 2021 from a mobile phone)
Southern England SSE Power Distribution 0800 072 7282
London UK Power Networks 0800 028 0247 (or 0333 202 2022 from a mobile phone)
South East England UK Power Networks 0800 783 8866 (or 0333 202 2023 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 0800 023 4171 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 0845 760 0633 or visit