What should I do in case of emergency?

• If you think you have a gas leak, make yourself safe, turn off your gas at the meter if possible, and then call the National Gas Service Emergency Line on 0800 111 999.

• If you have a power cut, dial 105 from anywhere in the country to speak to your local power distributor.

• If none of these solve your problem, please email emergency@bulb.co.uk or call us on 0300 30 30 635 Monday to Friday, 9am to 6pm.

When you think there's a gas leak

Can you smell gas or do you think there's a gas leak? If so, the first thing to do is to make sure that you stay safe, so please:

  • Don't smoke
  • Don't light matches or cigarette lighters
  • Don't turn light switches or anything electrical on or off, including using mobile phones
  • Put out any naked flames such as candles
  • Open all the doors and windows
  • 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, call the National Gas Service Emergency Line on 0800 111 999 to report a suspected gas leak. They'll sort out the problem and tell you what to do to stay safe.

When your gas isn't working

During Bulb open hours (Monday to Friday, 9am to 6pm)

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.

Outside Bulb hours

You'll need to contact your network operator. You can find your network operator through this online form

When your electricity is cut off

If you have a power cut or see damaged power lines, contact your local network operator. You can get through to them by calling 105 from anywhere in the country.

Head to www.powercut105.com for more information and to find out who your local network operator is.

When your electricity isn't working

If your electricity goes off, but you're not sure if it's a power cut in your area, there are a few steps you can take to see if it's a power cut or a fault in your home. The easiest way to do this is to see if your neighbours still have electricity and to check your fuse box to make sure the master switch is on.

If your neighbours have power
It could be a fault in your home. Your trip switch may have turned itself off. If it has, try turning it back on. If it switches off again then one of your electrical appliances may be faulty. Your trip switch turns itself off to make sure you don't get injured by a faulty appliance. Once you've found the faulty appliance and turned it off, your power should stay on.

If you've only lost power in parts of your home
You may have a fault with your electrical wiring somewhere, so call a qualified electrician as soon as possible.

If your neighbours don't have power
It may be a power cut. Your local distributor is responsible for ensuring the reliability of supply to your property. If you need to report it, call 105 to get through to the local network operator who look after the powerlines in your area.

If none of these solve your problem, please email emergency@bulb.co.uk or call us on 0300 30 30 635 Monday to Friday, 9am to 6pm.

Additional prepay meter issues

In addition to the advice given above, prepay meters have a few steps to check when fixing a loss of supply. If you own a prepay meter, here's some extra advice that will be useful:

How to activate your emergency credit
How to fix your prepay gas meter when the screen says ‘Off’
What to do if your top-up key or card isn’t working, or if you meter has an error code

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.

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