What do I do if I smell gas?
If you think you’ve got a gas leak in your business or home or can smell gas anywhere outside, leave the house or area and call the National Gas Emergency Service immediately on 0800 111 999.
Only use a mobile phone outside, well away from the leak.
Don’t send us an email or use the contact us page on this site to report a gas leak. Always call the gas emergency number.
I’m struggling to pay my bills, what can I do?
We’re committed to helping customers who are genuinely struggling to pay their bills by offering them debt management solutions and repayment plans to suit their budget and needs.
If you’re having difficulty paying your bills or having difficulty with regular payments you are making to us, please contact us immediately and we’ll discuss the options available. We can look at a range of measures, such as letting you pay the debt off in regular instalments by joining a budget scheme. And of course, we can also suggest ways to help you take steps to reduce your energy usage to help reduce your bills. We’re here to help you find a solution – please email firstname.lastname@example.org
Need help with other utilities?
If you need help from your gas supply, you may also want help with other utilities.
Electricity and water companies offer extra support in a similar way to gas companies. You can find out by contacting your electricity or water company.
Helping You to Help Us
I’m moving, what do I need to tell you and by when?
You can tell us at least 28 days in advance of your move.
Make sure you have these things handy when telling us you’re moving:
- Your current and new addresses
- Date you stop/start being legally responsible for the properties
- Final meter readings (unless you have a Smart meter)
If we don’t already supply the gas at your new address, we can sort that out for you and make sure you get the best tariff and payment options.
If you’re moving to a new address but don’t know who supplies the energy there, we can help you, just let us know when you submit the COT form
If you need further help, you can chat with us online, by phone, or email.
How can I check you’re working my bill out correctly?
Electricity is measured in kilowatt-hours but we have to convert gas units into kilowatt-hours. Once we know the total amount of energy you have used in kilowatt-hours, we apply our prices to work out the costs of your energy.
You might find this gas calculator useful.
How can I prevent a gas leak?
Gas safety tips
- Get any gas appliances installed and regularly serviced by a Gas Safe registered engineer.
- Don’t use any gas appliances that you think aren’t working properly.
- Make sure that ventilation bricks, grilles or outside flues aren’t covered or blocked.
- Fit a carbon monoxide detector to use as a guide only. Don’t rely on it completely.
Make sure you get a Gas Safe registered engineer to service your gas appliances at least once a year. By law, gas engineers must be registered to be able to work on gas installations. If you live in rented accommodation, your landlord must arrange an annual gas safety check.
Gas detector alarms
- Gas detector alarms can alert you to a gas leak in your home. Make sure you have the alarm installed by a Gas Safe registered engineer.
- You should also have a Carbon Monoxide (CO) detector installed in your home. Carbon monoxide is colourless, odourless and can be fatal.
Keeping Yourself Safe
How do I spot a fake email?
How to tell if an email is really from us
- Our emails will always address you by name, never ‘Dear customer’
- We’ll never ask you to update or confirm your personal details, or your account number over email
- Look out for odd email addresses. For example, our emails to you will always be sent from an ‘@niccolo.co.uk’ account
- If in doubt, don’t click any links and send the suspicious email to email@example.com to help us keep everyone safe. You can phone us on our 0131 610 8868 if you want further clarification or to double-check a communication came from us.
Get more helpful tips and advice to protect yourself against phishing scams.
I’m worried about the CO2 levels in my business, what can I do?
Firstly, what is carbon dioxide (CO2)?
- Carbon dioxide is naturally produced when people breathe out. It is a colourless, tasteless, odourless gas. The level of CO2 in your business is related to the number of people in your business. You may have a safety risk if appliances are creating high CO2 levels.
- Carbon dioxide is different from carbon monoxide, which can be dangerous even in small doses. You’ll need to take different safety measures to protect against carbon monoxide.
Can I do anything?
- Carbon dioxide detectors are not available to buy. The best way to protect against high levels of carbon dioxide is to make sure you contact a Gas Safe registered engineer to perform an annual maintenance and safety check.
I’m worried I’ve already been exposed to high levels of CO2, what can I do?
Some symptoms of high levels of carbon dioxide include:
- An inability to concentrate
- Increased heart rate
- Muscle twitches
- Rapid breathing
If you experience any of these symptoms, and believe it is because of a carbon dioxide leak, you should seek immediate medical attention and ring 111 or 999 in an emergency.
I’m worried about Carbon Monoxide, what should I do?
Carbon monoxide (CO) is a poisonous gas that you can’t see, smell or taste. Exposure to the gas can cause long-term damage or be fatal. Every year 40 people die from carbon monoxide in the UK, and 200 people are hospitalised. You can find more information below on how to protect yourself and your home from carbon monoxide poisoning, and what to do if there is a leak.
The Warning Signs
It’s easy to spot signs that your gas or heating appliances are producing carbon monoxide. Danger signs can include:
- Soft yellow flames
- Sooty stains or discolouration on or around gas appliances
- Increased levels of condensation in rooms with gas appliances
- Fumes or smoke in the house
- Slower than usual burning of solid fuel fires
What to do if you detect possible carbon monoxide
If your carbon monoxide alarm sounds or you suspect a leak:
- Stop using all appliances, switch them off, and open doors and windows to ventilate the property
- Evacuate the property immediately – stay calm and avoid raising your heart rate
- Call the National Gas Emergency Service on 0800 111 999 to report the incident, or the Health and Safety Executive (HSE) Gas Safety Advice Line on 0800 300 363
- Seek immediate medical help – you may not realise you’ve been affected by the carbon monoxide, and going outside into fresh air won’t treat any exposure by itself
- Don’t go back into the property – wait for advice from the emergency services
What causes carbon monoxide in the workplace?
Carbon monoxide is released into your workplace when faulty appliances start leaking. You must take the proper steps in your workplace to make sure you remain safe from carbon monoxide poisoning at all times.
It is also important to note that carbon monoxide poisoning is different to carbon dioxide poisoning. The steps to protect against carbon dioxide poisoning will also be different.
Where can I buy a CO detector?
You can buy a detector online or at a number of DIY stores and retail outlets. When you buy your detector, make sure it meets current European safety standards so that you know it’ll work safely and correctly in your workplace.
Look for alarms marked with the ‘EN50291’ standard. This may be written as BSEN 50291 or EN50291 and with the ‘CE’ mark, which can usually be found on the packaging and product. Your alarm will also have either a Kitemark or Loss Prevention Certification Board (LPCB) logo to show independent testing and certification.
Positioning my carbon monoxide detector
When fitting your alarm, you should always follow the instructions that come with it. Where you put the alarm is important, so here are some tips for where to position it.
- Alarms can be placed in rooms with fuel burning appliances (eg the room in or near where your boiler is kept).
- Place the alarm at head height. This means it’ll be at your breathing level. You don’t have to fix the alarm to the wall to do this. It can be placed on a table or shelf.
- If you have a portable battery alarm, you can place it in the room you spend most time in, or move it from room to room.
- Don’t place your alarm in a cupboard, behind furniture or near ventilation areas (eg extraction fans).
- Keep your carbon monoxide alarm at least one metre away from fires, boilers, cookers or heaters.
- Avoid placing your carbon monoxide alarm in areas near high condensation and steam (eg kettles, cooker tops, showers).
Always make sure to regularly test your carbon monoxide alarm, which you can do by using the test button. Check the instructions to see where the button is and how it works on your particular alarm. When the low battery signal sounds, you must either replace the batteries or buy a new carbon monoxide detector. To find out which, you can read the instruction manual that came with your detector.
Remember that your carbon monoxide alarm must never be used in place of annual safety checks. Contact a Gas Safe registered engineer every 12 months to ensure your appliances work correctly, remain in warranty and are safe to use.
I’m worried I’ve already been exposed to CO, what are the symptoms of carbon monoxide poisoning?
Symptoms can include:
- Visual problems
- Dry throat
If you or someone you’re with is feeling ill, visit your doctor urgently. Explain that symptoms may be related to Carbon Monoxide poisoning and ask that they test a blood or breath sample.
If someone is seriously ill from poisoning it’s vital that they leave the room and get fresh air. You should call for medical help urgently. Make sure that when help arrives you tell them that you suspect carbon monoxide poisoning. This will ensure they get the appropriate treatment quickly.
COVID-19 Measures and Changes
How can I top up my conventional meter?
Going out to top up your energy is classed as an ‘essential purpose’ under all current local lockdown rules.
If you can, it’s a good idea to top up your meter with a bit more than you usually would so you don’t need to go out again if you’re asked to self-isolate this winter.
If you’re self-isolating and can’t go out yourself, please check if a friend or family member can do the top-up for you.
If there’s no one else who can top up for you, please don’t worry – we’re here for you. Just give us a call on 0131 610 8868 and we’ll find a way to help you.
How will engineers work safely in my workplace?
Keeping you and our engineers safe is our top priority. Here’s how we’re doing it:
BEFORE YOUR APPOINTMENT
When you book, we’ll ask if anyone in your workplace:
- has Covid-19 symptoms
- is shielding or vulnerable
- has been asked to self-isolate
Your engineer will also call ahead on the day of your appointment to see if anything has changed.
Our engineers follow the latest guidance and will:
- wash or sanitise their hands before entering your workplace – and at regular intervals during the appointment
- wear face masks (unless they are medically exempt from doing so)
- wear disposable or protective gloves as appropriate during the job
- keep at least two metres away from you at all times
DURING YOUR APPOINTMENT
If a job requires two engineers, they’ll only come together for tasks that need two pairs of hands and wear personal protective equipment (PPE) when they are not able to keep two metres apart.
If anyone in your workplace is vulnerable or shielding, our engineers will take extra precautions, including wearing goggles and a respirator mask. If you’ve told us that anyone in the property has tested positive for Covid-19 OR has symptoms of Covid-19, they will also wear a cover-all suit.
In line with official advice, our engineers aren’t wearing face coverings or respirator masks as standard in other cases.
How you can help us keep everyone safe
- Where you can, please open doors and windows to ensure good ventilation while our engineer is in your workplace
- If possible, please ask everyone in your workplace to stay in another room while the engineer is working OR if not possible, keep at least two meters away from them at all times
- If anyone in your workplace has the NHS Track and Trace app, please make sure you keep your phones with you during the appointment to help keep the app alerts as accurate as possible
- Please let us know in advance if anyone in your workplace has Covid-19 symptoms in the two weeks before we visit OR has been asked to self-isolate for any reason. We can still help with emergencies, but we’ll need to tell our engineer to take extra precautions before they visit. If it’s not an emergency job, please cancel or reschedule your appointment for a later date. Just call 0131 610 8868.
My appointment has been cancelled. When can I rebook?
We can’t say for sure yet – sorry. But we’re monitoring the situation and we’ll resume non-urgent appointments as soon as it’s safe to do so. Keep an eye on this FAQ for updates.
And if you have an emergency, please get in touch and we’ll do all we can to help. You’ll find full details under the What if I have an emergency? question below.
I have an appointment booked. Will it still go ahead?
Only if it’s for something on the list of emergencies we can help with – see below. Due to tightened safety measures, we’ve put all non-essential appointments on hold until the end of April.
That means we’re not offering things like annual service visits, non-urgent repairs and smart meter installations for now. However, if you’ve already booked an appointment for a new boiler installation, it will go ahead as planned.
What if I have an emergency?
We’re here to help you with any of the emergency situations on the list below – call us on 0131 610 8868
IMPORTANT: Please let us know if anyone in your workplace has tested positive for Covid-19, has symptoms of Covid-19 or are self-isolating/shielding, so we can take proper safety precautions to protect you and our engineers.
What if I have an emergency appointment booked but I could be at risk of Covid-19?
Keeping everyone safe is our top priority. So if anyone in your workplace develops symptoms of Covid-19 (high temperature, new continuous cough, loss of taste/smell) in the two weeks before we visit OR has been told to self-isolate, it’s really important to tell us.
We can still help with emergencies, but please let us know in advance if anyone in your workplace has Covid-19 symptoms or are self-isolating so our engineer can take extra precautions by calling 0131 610 8868 before your appointment.
Do you have any advice on fixing common problems myself?
Yes! Please look through the below collection of articles and videos to help you save time and money.
- Five quick fixes if your boiler’s on the brink
- Central heating down? Try these simple fixes
- No hot water this morning? Give these tips a try
- No running water? Here’s what to do first
- How to keep your heating running smoothly
Visual Learner? Have a Look Through These Videos –