Who to Call About Low Supply Pressure

If you can smell gas, think there may be a leak, or suspect carbon monoxide, ring the National Gas Emergency Service on 0800 111 999 straight away. The line is free to call¹. Do not wait to work out whose fault it is.

If the pressure has simply dropped and there is no smell, it is usually a supply or appliance question rather than an emergency. Issues with your gas meter or bill are for your gas supplier³.

This page sets out who to ring and when, how to tell a gas supply problem from low boiler pressure, the carbon monoxide signs that mean you should leave the house, and where to get help if you are vulnerable or have no heating.

Call 0800 111 999 if you smell gas or suspect carbon monoxide

The National Gas Emergency Service is the number to ring for a gas emergency, a smell of gas, low gas pressure or suspected carbon monoxide⁸. It is free to call². Call it immediately if you smell gas or suspect carbon monoxide⁹.

When you ring, the adviser will talk you through what to do. That includes turning off your gas supply at the meter⁴. It is worth adding the number to your phone now, before you need it⁴.

If you are a tenant and smell gas or suspect a carbon monoxide leak, the same number applies: call the national gas emergency helpline on 0800 111 999¹¹. If you think an appliance is spilling carbon monoxide, call the National Gas Emergency Service on 0800 111 999¹².

The service also covers the period after a flood. If you can smell gas, have poor pressure or have no gas after a flood, contact the free national gas emergency line on 0800 111 999. They will advise whether they will attend or redirect you to your supplier or a Gas Safe registered engineer¹³.

For the full picture of what happens when you ring, including what the engineer does when they arrive, see The National Gas Emergency Service: When to Ring and What Happens.

Low pressure with no smell: check your meter and appliances first

A drop in pressure with no smell is not usually a reason to ring the emergency line. Work through the simple checks first, because the cause is often at your end of the pipe.

• Check the meter. Know where it is and how to turn the gas off there. Guidance on locating your meter and turning off the gas is available from Cadent⁴.
• Check your boiler's pressure gauge. Boilers can lose system pressure as they age. Check the central heating system water pressure where applicable, look at the pressure gauge and top it up if it is too low¹⁴.
• Check other appliances. If one hob ring is weak but the boiler and other appliances work, the problem is more likely to be that appliance than the supply.
• Check for a supply interruption. Your network operator publishes supply updates, so look there before assuming a fault in your home³.

It helps to know which pressure you are looking at. Boiler pressure is the water pressure inside your central heating system, shown on the gauge, and it can fall as a boiler ages¹⁴. Gas pressure is the pressure of the gas arriving from the network. A low gauge is a heating system question; weak gas at every appliance is a supply question. For the gauge itself, see Boiler Pressure: What the Gauge Should Read and Fixing Low or High Pressure.

If the checks point to the supply, or you have no gas at all, contact the National Gas Emergency Service on 0800 111 999. They will advise whether they will attend or redirect you to your supplier or a Gas Safe registered engineer¹³.

Supplier or gas network: who deals with low pressure

Two different organisations sit behind your gas supply, and knowing which one to contact saves time.

Distribution Network Operators deal with the supply of gas and electricity, so you need to contact them directly about gas supply issues⁷. One of their engineers will be dispatched to investigate if there is a problem on the gas network¹⁵.

Your energy supplier is the company you pay. They handle your account, your meter and any compensation claim. If your gas supply is interrupted, contact your energy supplier and give them the details of the incident².

If you are not sure which network covers you, see Which Network Operator Covers Your Home. For what happens once the supply is restored, see Getting Your Supply Back On After an Outage.

Carbon monoxide signs that mean you should leave and call for help

Carbon monoxide is the danger that turns a pressure query into an emergency. The fire and rescue services are consistent about what to do.

If your carbon monoxide alarm is beeping, immediately get out of the building and call the relevant helpline for the fuel type, then call a registered engineer to check all fuel-burning appliances¹⁶. If the alarm sounds, get out and call the Gas Emergency Helpline on 0800 111 999⁵.

If someone is showing signs of poisoning or has collapsed, get them outside, call 999 and ask for an ambulance⁶. For a carbon monoxide emergency where occupants are at risk, call 999 and ask for an ambulance and the Fire and Rescue Service, and get out and stay out¹⁷.

If you experience symptoms or your alarm sounds, switch off any pump or generator, open doors and windows, get fresh air immediately, leave the house, call the emergency services and seek medical advice if you feel unwell¹⁸. If you or your family experience symptoms and believe you may have been exposed, seek urgent medical advice from your GP or an A&E department¹².

Fit a carbon monoxide alarm and follow the maker's instructions. Do not fit it at low level: carbon monoxide is slightly lighter than air, so low-level fitting is not recommended²¹. Alarms are a basic safety item in any home with a fuel-burning appliance²². For more on alarms and detection, see Appliance Safety Checks: How Often and Who Gets Them Free and Home Emergencies: Fire, Carbon Monoxide, Gas Leaks and Burst Pipes.

Getting help if you are vulnerable or have no heating

A cold home with no gas is uncomfortable for most people and risky for some. Act early rather than waiting for the pressure to recover on its own.

Ask your energy supplier about the Priority Services Register. It is a free register for households that need extra help, and being on it means you can be contacted about interruptions and given priority support⁷. Tell your supplier about anyone in the home who depends on a supply for medical equipment or heating.

Cold weather brings its own risks. People on a low income, and people living in high-rise apartment blocks, are among those at greater risk from cold weather²³. If you are not well, call your GP or NHS 111. Dial 999 if it is an emergency²⁵. If you or someone else has signs of hypothermia, phone 999 or go to A&E²⁶. If a person is unresponsive and not breathing normally, phone 999²⁷.

For wider help during a long interruption, see Help From Networks During a Long Outage and Extra Support From Networks and Suppliers for Vulnerable Households. If you have no heating at all, Heating and Cooking Without Mains Power or Gas: A Household Guide sets out what to do safely.