For a gas-related emergency call 0800 111 999

It doesn’t matter what time of day or night you ring, trained operators are working to help you. Following that, a call-handling agent will log all the appropriate details onto a computer.

The kind of information you’ll be asked for will include:

  • The address/location of the suspected gas escape or gas emergency
  • How many people are at the property where the smell is most noticeable?
  • How long the smell has been noticeable?

  • Is the smell coming from the cellar/basement?
  • Are any neighbours affected?

  • Your name and phone number
  • Are there any special circumstances or access information

In the instance of an emergency, it’s essential for us to get accurate address details. We want to make sure that we send engineers to exactly the right place for you. You will need to verify your address and postcode as they are really important.

You’ll be asked a series of questions designed to help us create a picture of the reported gas escape or gas emergency.

From these details, we can identify the right sort of advice for you; such as:

  • Opening doors and windows
  • Turning the gas off at the meter unless the meter is located in the
  • cellar/basement
  • Avoiding the use of any naked flames or electrical switches

Sending for an engineer

Once all the information has been gathered, it will be sent electronically to an engineer for action.

How long will you have to wait for an engineer?

We will aim to attend all uncontrolled escapes within one hour, and all controlled escapes within two hours.

A controlled gas escape is one where the person reporting it has confirmed that the gas emergency control valve serving the premises has been turned off and the smell of gas has gone. An uncontrolled gas escape covers all of the others.

Sometimes, our engineers will be sent to a leak that has been reported outdoors. Around a quarter of these turn out not to be gas leaks at all.

Around 80 per cent of the gas escapes we attend are inside buildings. That means the escape is related to internal pipework, a boiler, gas fire or other gas appliance.

What if the gas leak is indoors?

Our engineers will always make the situation safe when called to a suspected gas escape. However, the emergency service provided by Axis under the terms of its licence, doesn’t cover repairs to appliances or installation pipework which can’t be completed within 30 minutes.

What to do next?

Once we have made the property safe, our engineer will explain that any work on appliances (for example cookers, boilers or fires) has to be carried out by a Gas Safe registered engineer.

To find a Gas Safe registered engineer in your area, please visit the Gas Safe Register website: or call on 0800 408 5500.