Gas Emergency ~ So what happens when someone dials the National Gas Emergency Service?

Jun 24th 2009

In an emergency or for an outside gas leak, tenants should ALWAYS advise the landlord/agent ~ however if you do smell a leak it & you have left your landlord/agent a message on any emergency numbers advised.  Always follow your advised procedure as most agents will complete this process for you.

However should you not get a response and are the National Grid



So what happens when someone dials the National Gas Emergency Service?

Instructions from National Grid

Gas Emergency

So what happens when someone dials the National Gas Emergency Service?

Making the call

When you dial 0800 111 999, your call will be routed to the call centre.

It doesn't matter what time of day or night you ring - we have trained operators working round-the-clock waiting to take your call.

Questions, questions!

A call handling agent will log all the appropriate details onto a computer. The kind of information you'll be asked for will include:

• 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

Getting accurate address details is very important as we want to make sure we send engineers to exactly the right place. You will be asked to verify these details for this very reason. Your address and postcode are particularly important.

You'll be asked a series of questions designed to help us build a picture of the reported gas escape or gas emergency. From these details, we 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 and National Enquiry lines may be recorded and monitored.

Send for an engineer

Once all the information has been gathered, it will be sent electronically 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, our 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 we 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. However, the emergency service provided by National Grid under the terms of its Licence doesn't cover repairs to appliances or installation pipe work which can't be completed within 30 minutes.

So what do I do next?

Once we have made the property safe, our 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.


HOMEMATCH - has access to Gas Safe registered engineers in your area. Please advise on our emergency number and we will attend to any further work necessary.

Office Hours - 0115 9939600 Mon - Fri - 9am to 5pm

Out of hours - 07723 317195