Ecotricity logotype
/Support/Help with Power Cuts & Gas Leaks

Help with Power Cuts & Gas Leaks

Already a customer? Log in or create an online account

Gas Leaks

If you smell gas or suspect a gas leak please call

The National Gas Emergency line on 0800 111 999 immediately from a safe location.

All calls are recorded and may be monitored. Please only call this number if you smell gas or suspect carbon monoxide, as they will not be able to assist or help with any other issues. Please don’t call from a mobile as this may ignite a spark. Use a neighbour’s phone or take a mobile phone outdoors.

If it’s safe to do so you should also:

Check the pilot light – turn all gas appliances off. If the pilot light remains on there may be a gas leak.

Turn the main gas tap off – Do this by turning the emergency control valve on the pipe leading into the meter to the OFF position. The gas supply is off when the ridged line on the spindle is across the pipe.

Open doors and windows to clear the gas.

Don’t turn light switches on or off, use doorbells, mobile phones or any other electrical switches.

Don’t smoke, light a match or use any other kind of naked flame.

Don’t leave it to someone else – you could be putting yourself and others at risk.

For all other issues please contact our customer support team – we’re here:

Monday - Friday 08:00-20:00

Saturday 08:00-18:00

Sunday 09:00-17:00

(Bank holidays 09:00-17:00)

If this is out of hours, please still call and you’ll be directed to one of our metering partners who’ll be able to help you in an emergency.

All lines are closed between 8pm and 8am.

My gas or electricity isn’t working (and it’s not a power cut)

For meter faults that leave you without gas or electricity, call us on 01453 373033.

We're here
Monday - Friday 08:00-20:00
Saturday 08:00-18:00
Sunday 09:00-17:00
(Bank holidays 09:00-17:00)

If you call us outside Monday to Friday 9.00am till 7.00pm and Saturday: 9.00am till 1.00pm (or on a bank holiday), you’ll speak to one of our metering partners who’ll be able to help you in an emergency.

All lines are closed between 8pm and 8am.

If you need assistance outside the above hours, please contact your local distribution network.

If you have a Pay As You Go gas meter and have no gas, there may be reasons for this other than a gas leak.

See our Pay As You Go help guide

Power Cuts

There’s never a convenient time for the power to go off.

These things do happen from time to time, so there are some things you can do to help out if you have a power cut:

Check with your neighbours or look out for other signs that there’s been no power in the area, like streetlights being off at night. It’s possible for a power cut to only affect your home, but it is very rare.

If you believe that you have a power cut, please call 105, the National Power Cut Helpline, which was created by network operators that manage the National Grid. They will be able to advise you of how long the power cut may last but they won’t be able to answer any questions about your account with us.

If you think your supply has been lost due to a problem with your meter and not the network, please contact us on 01453 373033.

We're here:

Monday - Friday 08:00-20:00

Saturday 08:00-18:00

Sunday 09:00-17:00

(Bank holidays 09:00-17:00)

If this is out of hours, please still call and you’ll be directed to one of our metering partners who’ll be able to help you in an emergency.

All lines are closed between 8pm and 8am.

For standard gas meters

If you have a standard gas meter you should call us if there is a:

Blank display – your gas supply is turned off and the meter screen is blank.

Faulty display – the meter shows a series of eights or an error message.

Battery failure – the meter battery has run out and needs replacing.

For Pay As You Go meters

If you have a PAYG meter you should call us if there is a:

Blank display – your gas supply is turned off and the meter screen is blank.

Card error – the card is not working when inserted into the meter.

Faulty display – the meter shows a series of eights or an error message.

Battery failure – the meter is showing battery fail, or the battery has run out and needs replacing.

Further support

For meter faults that leave you off supply call us on  01453 373033 

We're here
Monday - Friday 08:00-20:00
Saturday 08:00-18:00
Sunday 09:00-17:00
(Bank holidays 09:00-17:00)

If you call us outside 9am-5pm Monday-Friday (or on a bank holiday), you’ll speak to one of our metering partners who’ll be able to help you in an emergency.

All lines are closed between 8pm and 8am.

If you need assistance outside the above hours, please contact your local distribution network.

If you have a Pay As You Go gas meter and have no supply, there may be reasons for this other than a gas leak.

See our Pay As You Go help guide

To top up your Smart PAYG meter call our automated payment line on 0345 812 4444

Related FAQs

Help Guides – Gas Safety Information

Manifesto book with long shadow

Get the book!

Manifesto out now

Shop
Dale Vince portrait with bandana

DaleVince.com

Our founder Dale Vince shares his thoughts on the green revolution

Explore the site

Don’t just take our word for it…

Ecotricity is recommended by
Ethical Consumer Best Buy logo
  • Our story
  • Our mission
  • Our manifesto
  • 29 years of Ecotricity
  • Ecotricity innovation
  • Walking the talk
  • Our partners
  • Our news
Ecotricity logotype

Climate Clock

The Climate Clock is a version of the Doomsday clock that has been running since 1947 - this tracks the risk of global man-made disaster, through man made technology (like nuclear weapons) - displaying the minutes and seconds left before midnight, when disaster strikes. The climate crisis is a small part of the calculations made.
The climate clock uses a similar approach, but, focuses only on the climate crisis - which is the biggest and most urgent existential threat we face.
"The Climate Clock is a countdown to the biggest man-made disaster we face - but also a measure by which we can track our progress - moving from fossil to renewable energy. It shows we have no time to lose - the clock is ticking…" Dale Vince, OBE.