Turn off your gas supply immediately

Your gas meter is usually contained in a large square box. It will feature a digital display, rotating dials or clock-style dials. You should be able to find your meter outside of your property or in your garage. It could also be inside your home, perhaps under the stairs or in a kitchen cupboard. If you live in a block of flats our engineers will turn off your supply for you.

If your meter is in a box, you might need a key to open it. The key is usually quite small and looks a little like a radiator key, but with a triangular-shaped hole. If you can’t find your meter key, don’t worry, give our Customer Care team a call on 0800 040 7766, option 3 and they will be able to help.

The next step is to turn off your gas supply. Look for a spanner-style handle, as shown in the diagram below. This is the emergency control valve. You need to give this a quarter turn so that it’s at a right angle with the gas pipe.

There may be yellow tape on the pipe to guide you, but don’t worry if there isn’t. The lever can sometimes be a little stiff and difficult to turn.

If you are unsure about how to do this watch the short video which explains the steps you need to take.

Display one of the labels from your letter in your window or door to let us know:

1. that you have turned off your gas successfully (use the purple label); or
2. that you don’t have a gas meter (use the blue label); or
3. that you’ve been unable to turn off your gas, or you’re worried that you have done this incorrectly
   (use the green label and call our Customer Care team on 0800 040 7766 so that we can arrange for one of our engineers to visit your property to take a look for you. For your safety, please ask to see the engineer’s identity card before allowing them into your home.)

To stay safe, please keep your meter turned off until we’ve solved the problem. To avoid overloading the electricity network, please keep your electricity use to a minimum at this time.

Rest assured that we will work as quickly as possible – and we will be in touch just as soon as your gas is available again.