What should I do if there’s a problem with my gas supply?

If you smell gas or have any concerns about gas safety you need to:

  • Ventilate the property by opening all doors and windows.
  • Avoid using any electrical equipment within the property (including light switches/mobile phones) or naked flames.
  • Turn off the gas at the emergency control valve by the meter (it’s normally turned off when the handle is at right angles to the pipe).
  • Call National Grid immediately on 0800 111 999: Calls are free and advice is available 24/7.

Have you had a meter installed within the last 10 days?

If you can smell gas and have had a meter installed within the last 10 days:

  1. Call the number above.
  2. Contact Shell Energy.
  3. If the meter is found to be the problem, we’ll contact our metering partner to arrange a visit to exchange the meter. We normally complete this within four hours.

An appliance isn’t working but I can’t smell gas

If you can’t smell gas, but are having a problem with an internal appliance, have you had a meter installed within the last 10 days?:

  • If you have, follow the steps above
  • If you haven’t then:
  1. Contact a ‘Gas Safe’ registered engineer to investigate the problem. Shell Energy isn’t responsible for internal appliances, so you need to get a qualified engineer.
  2. If the Gas Safe engineer identifies that the problem is with the meter, then contact us.
  3. We’ll inform our service partner, who’ll look into it.
  4. We’ll aim to solve the problem and call you back to let you know what’s happening within four hours.

Safety advice for vulnerable customers

  • If you’re signed up to our Priority Services Register and are classified as a ‘vulnerable customer’ you could be eligible for a free gas safety check.

If you’re worried about the safety of your gas supply or any appliances, please contact us.