Find out what to do if:
- you think you have a gas leak
- you've lost electricity or gas supply
- you have any other kind of emergency
If you can smell gas or think there's a gas leak
Stay safe by following this advice:
- open your doors and windows so the gas can escape
- don't smoke or use matches or cigarette lighters
- don't turn light switches or anything electrical on or off, including mobile phones
- if you can, turn off your gas supply at the meter and leave it switched off until you're sure it's safe to turn it back on again
Then you should go outside and call the National Gas Service Emergency Line on 0800 111 999 to report a suspected gas leak. They'll advise you from there.
Don't go back inside until they've given you the all clear.
If you've lost electricity or gas supply
There are some things you should check first if you've:
- just switched to Bulb with smart top-up (prepay) meters that you top up online or with an app
- got top-up (prepay) meters that you top up with a card or key
If neither of these apply, here's what to do if you have an electricity or gas outage.
Contact your local network operator by calling 105.
You can also visit www.powercut105.com for more information and to find out who your local network operator is.
You can also find out what to do if your electricity goes off but you're not sure if there's a power cut in your area.
Call Bulb on 0300 303 0635 if you don't seem to have gas coming to your property, but you don't smell a gas leak.
If you've lost supply while switching to Bulb with smart top-up (prepay) meters
If you've lost gas supply on or soon after your switch date, check your meter to see if it says 'OFF'. If it does, you can try to turn on the supply by pressing the A button, then the B button, then the A button again.
If this doesn't work, or if your electricity supply is off, let us know so we can make sure your meters are set up correctly.
You can try to restore supply by activating emergency credit if either:
- your meter shows 'PAYG' if you press the B button (you might need to hold it down for a second)
- the credit on your meter is £0.00
You might also be able to top up the meter using the account you had with your old supplier.
If you have a top-up (prepay) meter
If your electricity or gas supply goes out and you have a top-up meter, find out:
If you’re having difficulty keeping up with your payments and keeping the meter topped up, please get in touch. We can discuss how we can help and refer you to other organisations if you’d like some impartial advice.
Get in touch if you have any other kind of emergency
Getting in touch outside of working hours
If you email us:
- during the week after 6pm, we'll reply by 10am the next working day
- on weekends or bank holidays, we'll reply to your message within 4 hours if it’s sent between 9am and 6pm, otherwise we’ll reply the following day
If you call us outside of working hours, including weekends and bank holidays, our phone lines will go through to our metering partners, who can help you in case of emergency.