Frequently Asked Questions
If you smell gas call the 24 hour gas emergency service on freephone 0800 111 999.
If you are deaf or hearing impaired and need to contact us, you can download the free Relay UK app, and contact us using the prefix 18001 0800 111 999.
If you're a user of British Sign Language (BSL) the Convo service gives you access to an online interpreter enabling, you to communicate with us using sign language.
Please ensure you tell our Advisors if there are any vulnerable circumstances that we need to be aware of.
If English is not your first language, we can provide an interpreter.
*All calls are recorded for training and quality purposes.
Call our Plant Protection team on 02920 278 912 and our team will be able to help with your enquiry. If you are undertaking construction or building work you’ll be asked for a plan showing the area and a description of any work being carried out so we can best assist you. Check our pipe location maps.
If you are experiencing a loss of gas supply, call Freephone 0800 111 999 (mini com 0800 371 787) immediately.
This work requires 6 weeks’ notice to comply with Building Regulations. Please contact your gas supplier (British Gas or similar retailer) first to arrange removal of the gas meter, and then you can contact our Isolations team on 0330 128 9120. You can find further information on disconnecting here.
Please call our Customer Services team on 0800 912 29 99 and we'll arrange for an engineer to attend. However, if you smell gas, call 0800 111 999 immediately.
If you have recently had a new gas supply installed, please call our Customer Services team on 0800 912 29 99. If it is an existing service, please call the Meter Point Reference Number enquiry line on 0870 608 1524 (operated by Xoserve).
To get a quotation today, you can apply online for single new supplies, alterations of domestic and small non-domestic services. This online service will also give you indicative costs for us to isolate a gas service pipe. You can also call our customer services team on 0800 072 6814, and we can send an application to you, or we can take the required details from you over the telephone.
You can accept and pay for your quotation online or you can contact our customer services team to make payment over the telephone. Please contact 0292 027 8991 between 9am - 4.30pm. Please note that you will also need to return your signed acceptance of our terms and conditions before we can provide you with a plan date for our work.
Please contact us at 02920 102 441. There will be three options to choose from:
- Option 1 - Wales
- Option 2 - Central (Gloucester, Cheltenham, Swindon, Bath, Bristol & Bridgwater)
- Option 3 - South (West, East, North Devon, Plymouth, Cornwall, South Devon & Torquay)
Please call National Grid Metering on 0845 606 6766 for domestic properties, and 02476 286 048 for non-domestic properties
You can speak to our complaints team on Freephone 0800 294 6645 or see more information on making a complaint.
Call our Infills team on 0800 072 6814 who will be able to help with your enquiry
The domestic meter box is part of the fabric of the property, and is the responsibility of the home owner or occupier. We’ll provide replacement hinge pins, locks and keys free of charge, but all other work to repair or replace the meter box is chargeable. You can speak with our customer services team on 0800 912 2999 who’ll be able to help.