If you smell gas or suspect carbon monoxide, call the National Gas Emergency Service immediately on 0800 111 999
During this time, we understand how difficult being without gas can be. Our first focus will be to customers in vulnerable situations. If you are a PSR customer, please contact us 24/7 on 01359 240363.
1
Incident reported
2
Loss of supply
GTC alongside Gas Distribution Network (Cadent, SGN, W&W or NGN) will attend to investigate the situation and get engineers to site.
3
Safe isolation of gas
All properties gas supply is turned off by GTC representative. This is completed at the Emergency Control Valve (ECV), which is located by your gas meter. If your meter is indoors then access to your property will be required. Please do not turn off your own ECV unless specifically requested to via GTC (self-isolation and restoration).
4
Repairs & reintroducing gas
Following repairs to the gas infrastructure, gas is safely introduced into gas mains and services in the road and footpath, in a co-ordinated manner. This may need to be done in different sections, so you may have gas restored to your property and different times to your neighbour.
5
Getting back on gas
A GTC representative will visit your property to turn your gas supply and appliances back on when it is safe to do so. We will need access to your premises for this work to be carried out. Please do not attempt to turn on your own ECV unless specifically requested to via GTC (self-isolation and restoration).
6
Not in when we call?
If you are not in when we call, please contact GTC 24/7 on 01359 240363 opt 1.
7
Incident Closed
Once the incident is closed, details of the time customers were affected is brought together to determine and make any GSOS payments. GTC will write to customers with information on compensation claims.
How to operate the Emergency Control Valve
The Emergency Control Valve (ECV) controls gas flow to your property. Please do not turn off/on your own ECV unless specifically requested to via GTC (self-isolation and restoration).
The ECV is located by your gas meter.
To turn off: turn the ECV a quarter turn either clockwise or anti clockwise, so that it’s at a right angle with the gas pipe. This will turn off your gas supply. There may be yellow tape on the gas pipe to guide you.
To turn on: turn the ECV a quarter turn either clockwise or anti clockwise so that it is in line with the gas pipe. This will turn on your gas supply.
You might hear a slight hissing noise as the meter re-pressurises – this is nothing to worry about.
If you smell gas, turn the emergency control valve off again and call the National Gas Emergency service on 0800 111 999 immediately.
Do not turn any of your appliances back on.
Gas Emergency FAQs
A gas incident is an unplanned loss of gas supply or pressure problems affecting multiple properties across a gas network. The national gas emergency service, along with the gas network owner and operator will attend to investigate and resolve any gas issues in a safe and timely manner. Whilst every effort will be taken to restore your gas supply as quickly as possible, please understand that the recommissioning of multiple gas supplies needs to be undertaken in an orderly way in accordance with strict gas safety legislation. The safety of the public and our employees is a top priority.
Regular updates will be provided on the live incidents page on our website. If you have any further queries, please call 01359 240363 Option 1.
Do not attempt to turn your gas back on. The re-commissioning of gas supplies is a complex engineering process, and we therefore ask that you not to attempt to turn your supply back on, as this will be undertaken by a qualified engineer at your property.
Should essential maintenance be required on GTC gas networks which will impact on your gas supply, GTC will correspond with you to advise of these works and provide details of the planned commencement date. Regular updates will be provided here. If you have received a letter and would like further information, please contact us on ops.mailbox@gtc-uk.co.uk / 01359 240363 opt 1.
If your gas supply is currently off due to a planned interruption, please do not attempt to turn your gas supply back on. The re-commissioning of gas supplies is a complex process, and we therefore respectfully ask you not to attempt to turn your supply back on, as this will be undertaken by an engineer at your property once GTC has completed all essential external maintenance work.
If you need additional support or you are a priority services customer but haven’t already registered with your current supplier, please call us on 01359 302255. More Information can be found on our Priority Registered Customer page.
Depending on the circumstances of the gas incident, we may be able to provide alternative heating and/or cooking facilities. This will be dependent on a number of factors, including, but not limited to, the time of year and scale of incident and would be first be offered to priority service customers.
The use of alternative heating and/or cooking facilities during a gas incident, may create a higher demand on the local electricity network. The electricity network is designed to deliver the electricity power customers normally use, as such there may be a higher-than-normal demand for power as a consequence of additional temporary appliances in use. If the network is significantly overloaded, then there is a risk it may lead to a localised interruption to the electricity supply.
To reduce the risk of this happening we require the customers to take the following action:
•Minimise the use of appliances and switch off or unplug any electrical equipment that you do not need and heat only essential rooms.
•Stagger the use of high-demand electrical appliances such as cookers, washing machines, dishwashers, heaters, kettles, and immersion heaters.
You may be entitled to compensation under the Guaranteed Standards of Service. To find out more information on this please contact us on 01359 302255
Flooding Advice with regards to gas supplies and Emergency Control Valve isolations
We have all seen increasingly wet and unpredictable weather in recent years, so if your home is in an area that is deemed at risk from flooding, it’s useful to know how to avoid damage to your gas appliances should such an emergency arise.
We operate the main gas pipe that supplies your street, as well as the smaller pipe branching off from it that brings gas to your home/business.
We maintain gas pipes to ensure the safe and reliable flow of gas now and long into the future.
We work with local land developers and house builders to expand and develop our network.
We provide extra care for those who might need it in a gas emergency.
We don’t produce gas.
We don’t own the gas that flows through our pipes – we only transport it to you.
We don’t repair gas appliances or pipework inside your property.
We don’t send out gas bills.
You do not pay your gas bill to us.
We do not manage the National Gas Emergency Service. If you smell gas or suspect a carbon monoxide leak, call the free national gas emergency line 0800 111 999*
Because every building is different, it’s important to get advice from a Gas Safe registered engineer. They will be able to perform an assessment of the property, its gas appliances, pipework and the flooding risks that could occur and what to do to prevent an unsafe situation.
For a list of local Gas Safe registered engineers, you can visit the Gas Safe website https://www.gassaferegister.co.uk/ or call 0800 408 5500.
If you have been advised to evacuate your property by an authorised agency, then please turn off your gas at the emergency control valve. This is normally located next to your meter. Please do not attempt to do this if your meter is under water or in a cellar. We do recommend that you ensure your gas appliances are switched off before evacuating your property.
If you have been flooded and it is safe to do so, please turn off your gas at the emergency control handle.
Do not switch off your gas supply if your gas meter is under water or the meter is in the cellar. The gas pressure in the pipes should keep the water out of the gas pipes in your home.
How to operate the emergency control valve:
Once the flood waters have left your home and it is safe to return to your property, if you can smell gas, experience poor pressure or have no gas please contact the free national gas emergency line 0800 111 999* who will advise you on the next steps to take.
If you have turned off your gas supply, please do not try to turn your gas supply back on again. Please contact GTC on 01359 240363 (option 1), when you are ready to have your supply restored, as this will have to be done by an appropriate qualified person.
If water has got into your gas pipes within your home you will need to contact a Gas Safe registered engineer to clear the system. Call 0800 408 5500 for a list of local Gas Safe registered engineers.
If you are a new or existing GTC resident and would like to learn more about who we are and what we do, please see our helpful leaflet below. This leaflet will tell you a bit more about us as your Gas Network Operator and contains useful information regarding what to do and who to contact in the event of a gas interruption.
