Emergency
Plumbing & heating emergencies
A leak, a burst pipe, no heat or hot water, or the smell of gas? Tell us what's happening and we'll help. The first thing to know is whether it's a water leak or a gas leak, because what you should do right now is different for each.
Call-out from£80We tell you any call-out charge before we set off.
Smell gas or think you have a gas leak? Call the National Gas Emergency Service first, on 0800 111 999 (free, 24 hours). Then call us to repair and recommission.
What to do right now
Is it a water leak or a gas leak?
The right first move is different for each. Do these, then get in touch.
Water leak or burst pipe
- 1Turn the water off at your stopcock (usually under the kitchen sink or where the mains pipe enters the house). Turn it clockwise to close.
- 2Turn off the boiler or immersion heater so it cannot run dry.
- 3Catch or contain the water and move anything valuable out of the way.
- 4If water is anywhere near electrics, switch off at the consumer unit and keep clear.
- 5Call or text us and we will get to you as fast as we can.
Gas leak or smell of gas
- 1Do not touch any electrical switches or sockets, do not use naked flames, and do not smoke.
- 2Open doors and windows to let the area ventilate.
- 3Turn the gas off at the meter control handle if you can reach it safely.
- 4If the smell is strong, get everyone out of the property.
- 5Call the National Gas Emergency Service on 0800 111 999 (free, 24 hours). They make the property safe.
- 6Once it is safe, call us: as a Gas Safe registered engineer we repair the fault and recommission your appliances.
How we help
The emergencies we get called out to
Water emergencies
- Burst pipes & major leaks
- Leaks under sinks, baths & toilets
- Overflowing or stuck cisterns
- No water or loss of pressure
- Water near electrics made safe
Gas & heating emergencies
- Suspected gas leaks (after 0800 111 999)
- Boiler breakdowns: no heat or hot water
- Boiler fault codes & lockouts
- Leaking radiators & pressure loss
- Gas appliance safety concerns
Common questions
Emergency questions, answered
- I can smell gas, what should I do?
- Treat it as an emergency. Don't touch any electrical switches, don't use naked flames and don't smoke. Open doors and windows, turn the gas off at the meter if you can do so safely, and if the smell is strong get everyone out of the property. Call the National Gas Emergency Service on 0800 111 999 (free, 24 hours) straight away: they make the property safe. Once it's safe, call us and we'll repair the fault and recommission your appliances.
- How do I stop a water leak quickly?
- Turn the water off at your stopcock, usually under the kitchen sink or where the mains pipe enters the house, by turning it clockwise. Turn off the boiler or immersion heater so it can't run dry, and keep water away from any electrics. Then call or text us and we'll get to you as fast as we can.
- Do you charge a call-out fee?
- We'll always be upfront about any call-out charge before we set off, so there are no surprises. Cover-plan holders get priority and reduced or no call-out charges, depending on the plan.