Gas and Electricity Safety

Gas and Electricity Safety

  • What do I do if I smell gas?

    If you think you can smell gas and may have a gas leak, or are worried about one of your appliances, call the Gas Emergency Service on 0800 111 999. You can also call this number if you’re worried about one of your appliances giving off carbon monoxide (CO), but remember that you cannot see, smell or hear CO.

    If you smell gas but you are not in immediate danger:

    • Call National Grid's Gas Emergency Service Freephone number 0800 111 999 – from a landline at a different property or using a mobile phone, away from the leak
    • Open all the doors and windows
    • Don’t smoke, light a match or any other naked flame
    • Don’t turn lights on or off and avoid using other electrical switches and appliances as this could trigger an explosion.

    If you or your family are in immediate danger, exit the premises immediately and call 0800 111 999.

  • What happens if there is a power cut or meter fault?

    First, check if there’s a real emergency, like a live wire, that needs immediate attention.

    Keep well clear of any live wires. Do not touch any part of your meter.

    Call your Network Distributor quickly and get the problem resolved straight away.

    You can find out who your Network Distributor is by going to

    Alternatively, you can find a map of the Network Distributors and their phone numbers at 

    If your Network Distributor identifies there's no problem with your supply, there could be a fault internally and you’ll need to call a qualified electrician.

  • Suspect energy theft?

    Energy theft, or meter tampering, is where someone deliberately alters their gas or electricity meter so it doesn’t record their usage properly.

    It’s a criminal offence which can lead to a fine and 5 years in prison, but more importantly it’s extremely dangerous. Tampering with a home’s energy supply can put the safety of people in the property and surrounding area at risk.

    If you think someone is stealing energy or tampering with their meter, we need to know. Just call us on 0800 009 3719*.


    Other ways to report energy theft

    United Kingdom Revenue Protection Agency

    Stay energy safe - report energy crime

  • Where does my power come from?

    For further details see our Fuel Mix Disclosure.

  • Why is gas safety important?

    Gas meter safety checks are critical to ensure your meter is safe. If a meter is old or damaged, it could be dangerous. Yearly checks of your meter ensures risks are detected and reported. When having your meter checked, you must use a verified Gas Safe engineer. You can find out more here.

    The Gas Safe Register is the official gas registration body for the United Kingdom which lists all qualified Gas Safe engineers. The aim of the register is to improve and maintain gas safety by investigating reports of illegal or unsafe gas work.

    According to the Gas Safe Register, over the last 3 years there have been nearly 1,000 injuries and 22 fatalities relating to gas incidents such as carbon monoxide (CO) poisoning, fires and gas leaks. It is also estimated that a quarter of a million jobs are carried out illegally each year due to the gas fitters having incorrect qualifications.

  • Is your engineer Gas Safe registered?

    Gas Safe Register is the official gas registration body for the United Kingdom, Isle of Man and Guernsey, appointed by the relevant Health and Safety Authority for each area. By law all gas engineers must be Gas Safe registered.

    Gas Safe Register replaced CORGI as the registration body in Great Britain and Isle of Man on 1 April 2009 and Northern Ireland and Guernsey on 1 April 2010.

    To find a Gas Safe registered engineer fill out their online form on the Gas Safe Register website.

  • Simple rules for Gas safety

    • Always check the engineer fitting appliances such as boilers, hobs and radiators is Gas safe registered.
    • When having building work done, check the gas fitter credentials by looking at their ID card or contacting the Gas Safe Register - don’t rely on your builder or project manager to do it on your behalf.
    • Ensure your gas appliances are checked annually by a Gas Safe registered engineer to check they are operating correctly and safely.
    • Only use gas appliances for their intended purpose for example, don’t use a cooker to heat a room.
    • Buy an audible carbon monoxide detector for your property and make sure it is maintained correctly.
  • Are you eligible for a free gas safety check

    We can provide you a free yearly check on your gas appliances if you're eligible and haven’t had one in the last 12 months. It doesn't replace the need for regular servicing, but gives you extra peace of mind.

    To be eligible, you would need:

    • to be an existing Powershop customer
    • to live alone and are of pensionable age, disabled or chronically sick 
    • to own your own home (or live in rented accommodation where your landlord isn’t legally responsible for arranging a gas safety check), not to have had a gas safety check in the last 12 months, to be on a means-tested benefit.   

    Or live with others who are all:

    • under five years old
    • are of pensionable age (60+) or,
    • disabled or chronically sick

    To request a free gas safety check, visit our Priority Services page or call us on 0800 009 3719 to discuss your application.

  • Why might we need to visit you?

    The most common reason for visiting you is to read your meter. If our representatives need to visit you for any other reasons, we will try to tell you why and agree an appointment with you.

    We and our representatives aim to visit you at times which are most convenient to you. We may call from early in the morning until early evening. Usually we will try not visit before 8am or after 8pm.

    Our Representatives

    We and the agencies working on our behalf are trained to carry out their duties professional, politely and sensitively, and they will respect your home and property. All of our representatives will be able to present when asked the following:

    • Identify Cards - they will always tell you they are a representative of Powershop and will be able to show you their identity cards.
    • Uniform and Vehicles - Our representatives wear a uniform and if possible their vehicles bear a company logo.
    • Help and Advice - Our representatives will be able to help and offer advice queries in relation to your gas supply. Or they will be able to direct you a point of contact.
    • Passwords - you have a right to know who you are letting into your home. You can set up a password to help identify that the caller is genuine. You should choose a word that you can easily remember, and you can change at any time by calling us.
      If you would like to set up a password, please contact Customer Services.

    Genuine callers will not mind you checking their details. If you think they aren’t genuine, don’t let them in and call the police.