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:
- Call the number above.
- Contact Shell Energy.
- 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:
- 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.
- If the Gas Safe engineer identifies that the problem is with the meter, then contact us.
- We’ll inform our service partner, who’ll look into it.
- 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.