Your guide to energy supply issues and emergencies

I have an electricity supply issue

Should you have an electricity supply emergency, you should immediately contact your DNO or IDNO by calling 105. This 24-hour line will connect you to your local network operator free of charge.

Alternatively, enter your postcode here.

Examples of an electricity supply emergency include signs of fire, localised faults, damaged infrastructure, or power loss.

How to find your DNO contact number

Another way to find out who your DNO or IDNO is is to check your electricity bill. The first two digits of your Meter Point Administration Number (MPAN) will tell you the distributor’s code.

You can then use this code to find your network operator from the list below.

I have a gas emergency

A gas emergency demands immediate attention. This might be classed as any of the following:

• A strong smell of gas
• Issues with gas pressure
• No gas supply
• Suspected carbon monoxide poisoning
  
  

If you experience any of the above, call the National Gas Emergency Service on 0800 111 999.

This 24-hour helpline will make sure you have an engineer from your local network operator at your site within 2 hours. They will make the area safe and assess next steps.

What to do if you have a gas leak

If you think you might have a gas leak, take these steps to keep your business and people safe.

1. Shut off the gas supply
   Turn the emergency control valve 90 degrees from the pipe to shut off your gas supply. This can be found on the supply pipe near your gas meter. Please note that a network engineer will need to visit your site and confirm it’s safe before the gas can be turned back on.
   
   
2. Ventilate the area
   Open all doors and windows to properly ventilate the area.
   
   
3. Remove ignition source
   Make sure all naked flames are extinguished and people do not smoke anywhere near the affected area.
   
   
4. Avoid electrical sparks
   Do not turn any electrical switches on or off, and do not use any electrical equipment that could cause sparks.
   
   
5. Evacuate the building
   If necessary, evacuate the building to keep all employees, visitors, and the wider general public safe.
   
   

Still without supply?

When a gas network engineer attends your site, they will leave a report card with the issues found, the steps needed to resolve them, and a unique reference number.

If you are still without gas, please call us on 0207 870 4940, and be ready to provide a site contact name and number.

We are available on this number between 8am and 5pm, Monday to Friday. If you call outside of these hours, please press 2 to be forwarded to our out-of-hours emergency providers.