If you smell gas or are worried about gas safety, call 0800 111 999 at any time of the day or night. Read more

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Useful information and advice

What should I do if I smell gas?

If you smell gas call the National Gas Emergency Service immediately on 0800 111 999. Make sure you put out any naked flames, open doors and windows, keep people away from the area and turn the gas off at the emergency control valve.

What do I do if I suspect a gas leak?

If you suspect a gas leak you should do the following immediately:

  • Call the National Gas Emergency Service on 0800 111 999
  • Open all doors and windows
  • Turn the gas off at the emergency control valve if possible, unless the meter is located in the cellar or basement. The emergency control valve is located near your gas meter
  • Do not turn lights on or off and avoid using other electrical switches and appliances
  • Don’t smoke, light a match or any other naked flame
What if the gas leak is indoors?

Our engineers will always make the situation safe when called to a suspected gas escape. However, the emergency service provided by Northern Gas Networks under the terms of its license doesn’t cover repairs to appliances or installation pipework which can’t be completed within 30 minutes.

What happens when I dial the National Gas Emergency Service?

When you dial 0800 111 999, your call will be routed to the call centre where trained operators are working round-the-clock waiting to take your call. A call handling agent will log all the appropriate details onto a computer. 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
  • Are any neighbours affected
  • Your name and phone number
  • Any special circumstances or access information
How long will I have to wait for an engineer to arrive?

Northern Gas Networks aims to attend all uncontrolled gas 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 Rapid Response Engineers will be sent to a leak that has been reported outdoors. Around a quarter of these turn out not 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 happens once your engineers have made the situation safe?

Once we have made the property safe, our Rapid Response Engineer will explain that any work on appliances (e.g. cookers, boilers or fires) has to be carried out by Gas Safe Registered engineer. You can find details on the Gas Safe Register website.

What do I do if I have no gas supply?

It doesn’t happen often and when it does we promise to get you back on as quickly as we can, but if you do find yourself with no gas you should do the following immediately:

  • Call the National Gas Emergency Service on 0800 111 999
  • Open all doors and windows
  • Turn the gas off at the emergency control valve if possible, unless the meter is located in the cellar or basement. The emergency control valve is located near your gas meter
  • Turn off all gas appliances
  • Do not turn lights on or off and avoid using other electrical switches and appliances
  • Don’t smoke, light a match or any other naked flame
What can I do to stay warm while my gas is off?

No one wants to be without heating, hot water or the ability to cook and we’ll do everything to get your gas back on as quickly as possible. We will provide electrical heaters and hot plates for those who need them most while the gas is turned off. Make sure you wear extra layers to keep warm and drink plenty of hot drinks.

How do you ensure there is always enough gas to meet demand?

National Grid is responsible for ensuring the national gas pipeline system is kept in balance. It ensures a balanced system by buying and selling gas and using stored gas to ensure that in most normal circumstances, demand can be met. Usually the system is balanced by gas bought on the open market through the ‘On the Day Commodity Market (OCM)’ set up as part of the Network Code, the rules that govern the supply of gas. National Grid also has gas in store (the so called Top-up and Operating Margins gas) to ensure the system is balanced and that supplies are maintained.

How do I find out who my gas supplier is?

To find out who your gas supplier is you can call the M Number Helpline on 0870 608 1524. You’ll need to tell them your postcode and the first line of your address. Calls cost 7p per minute plus your phone network operators access charge. Alternatively you can visit the Find My Supplier website: www.findmysupplier.energy

If you have to dig on my property, how will you fill in the excavation?

Repairing or renewing gas pipes inevitably involves some digging. Where possible we try to restrict this work to public areas but sometimes we have no choice but to dig small holes in driveways or footpaths in people’s gardens. For planned work, we always tell householders in advance if we need to do this. If we dig on your property we will always reinstate the area we have disturbed to a high standard. When reinstating your driveway or footpath we will match the original material i.e. concrete for concrete, tarmac for tarmac. Although we will do our best to replicate the colour and texture of the existing area it is virtually impossible to match it exactly. This is usually due to the age, weathering and general wear and tear of the original surface. Colour matching usually improves as the new surface weathers.

All about connections

What is a shipper/supplier?

Northern Gas Networks is a gas transporter.  We deliver gas to customers on behalf of gas suppliers and shippers who sell gas to customers. Gas suppliers and shippers are responsible for your gas meter as this is their property. A list of gas suppliers can be found by calling 0345 404 0506 or https://www.citizensadvice.org.uk/

How do I arrange for a meter to be installed?

You must have a live gas supply at your property for a meter to be installed. Once your supply is live you will need to contact a gas supplier with your unique Meter Point Reference Number. This number will be provided by Northern Gas Network once you have accepted your quotation.

Which meter box is best for me?

There are a range of meter box options to choose from. We’ve included a meter box menu in all of our application packs which provides information to help you choose the right option for you. Alternatively just give one of our design representatives a call and they will be happy to advise.

Can you reconnect my gas supply following an alteration?

Unfortunately we are unable to reconnect your gas supply following your alteration if:

  • you are having your supply moved to a semi-concealed meter box
  • if you are moving your meter two metres or more from its existing position
  • if you require more than two metres of pipework.
I’m having an alteration to my gas supply, can you explain a partial reconnection?

A partial reconnection is the reconnection of your gas meter back to our pipe network after we have carried out the alteration. This option will require you to arrange for a Gas Safe registered engineer to reconnect the pipe work that connects your gas meter to your gas appliances.

What are easement and consents?

Legally we need to make sure we have agreements in place for us to lay gas pipes in other people’s land. On some occasions we may send additional paperwork to you to get signed by the landowners. If you cannot get this paperwork signed it may mean we are unable to proceed with your work. More information can be found in our guidance leaflet.

Can I dig my own trench?

Yes, this will also make your quotation cheaper, however there are certain requirements you will have to meet.  Find out more here

Will Northern Gas Networks install a new pipe within a multi utility trench?

Yes, however all utilities must be laid at the correct depths and with the correct separation distances. Read our guidance leaflet for more information

Can I obtain a quotation for another Utility Infrastructure Providers and Independent Gas Transporters?

Yes it may be possible to obtain an alternative quotation from other Utility Infrastructure Providers and / or Independent Gas Transporters for the provision of work.

A list of registered UIp’s and IGt’s can be obtained from the Gas Industry Registration Scheme website. The Energy and Utilities Alliance can also provide information on alternative installers.

What is a budget quote?

A budget quote is an estimated cost which can be prepared without a lot of detailed information. Budget quotes are great if you are making an initial enquiry and you don’t yet have a detailed site plan, if you are enquiring about a multiple use site or if you want to find out about reinforcement costs that might be required for multiple properties.

What information to I need to provide for you to issue a budget quote?

To help us to provide a fast budget quote for your new connection we will need to know:

  • Applicant details
  • Site address
  • The number of properties that you want to connect
  • The type of meter box/es you require
  • The size of your required gas load
  • If you are doing your own digging
  • A site plan showing road layout and surrounding site geography.