Codes of Practice

Your Payment Options

We offer all customers three ways to pay through our free smart meters. You can choose to Pay As You Go, pay by Direct Debit or pay on receipt of an invoice. Whichever payment method you choose, our ‘One Price Fits All’ philosophy means, the price you pay stays the same.

1. Pay As You Go

If you choose to Pay As You Go, you will pay for your energy in advance. Our smart meters will provide you with ‘Emergency Credit’ to give you extra time to top-up if you ever need it and ‘Friendly Credit’ so you never lose supply during evenings, weekends and bank holidays.

There are several quick and easy ways to top-up the meters:

  • Online
  • Via our app
  • By text message
  • Over the phone
  • With cash or card at any PayPoint outlet

More detail on how to top-up using each top-up method can be found in the User Guide provided to you when we install your smart meters.

  Minimum top-up per meter Maximum top-up per meter
Any PayPoint outlet £2 £45
Online & Mobile App £10 £175
Automated Top-up Line: 03452 068 333 £5 £50
Text Message £10 £175

2. Direct Debit Payment Plan

Setting up a direct debit can be a very convenient way to buy your gas and electricity. When calculating your monthly Direct Debit, we will consider your annual energy usage. This amount can be adjusted by contacting our Business Customer Service Team.

We will always comply with the Direct Debit guarantee.

3. Monthly Payments

Customers choosing to pay on a monthly basis will be sent a bill every month. You can pay your bill by BACS, credit card, debit card or the BillPay card.

Bills and Statements

If you have chosen to pay on receipt of an invoice, you will receive a bill every month which will break down your energy usage and specify whether this is based on actual or estimated reads. Direct Debit customers will receive a monthly statement to show what they have paid and whether they have covered the cost of the energy they have used. This allows you to adjust your direct debit amount if necessary. Pay As You Go customers pay for all their energy up front, eliminating the need for a monthly bill. However, we will send you an annual statement or upon request to allow you to monitor how much energy you have used in kilowatt hours and what you have spent.

Disputed Bills & Meter Readings

If you disagree with an estimated bill, you are always entitled to submit your own meter readings and we will adjust your bill accordingly. We will accept your first reading providing that it is reasonable, but reserve the right to send our own representative to validate the information provided. If you have a disability which prevents you from reading your meters, please let us know.

If you think that your bills are being affected by a faulty meter, then we may ask you to keep a record of your energy usage for a few days as a preliminary investigation. If you ask us to send an engineer out and there is nothing wrong with your meter(s), we may charge you for the visit and this debt will be added to your bill or Pay As You Go meter.

Overdue Account

If you fall behind with payments, then we will write to you and let you know how much is outstanding. We will discuss the options available to you in order that you can clear any outstanding debt. We may agree a reasonable payment plan and if you do not miss any payments under this plan, you will not be liable for any further action. Under certain circumstances, we may ask you to switch to a Pay As You Go method in order to recover any outstanding debt.

Moving premises

You need to ensure that you take final meter readings on the day you move out of your business premises, and take start reads on the day you move in to a new business premises. This will ensure that you only ever pay for your own electricity and gas and that any final bill or statement that we send you is accurate. You can do this by completing and sending us a Change of Tenancy form available at www.utilita.co.uk/business/help/resources

Changing your Payment Plan

If you think that you may find another payment method easier to manage, for instance Pay As You Go rather than Direct Debit, then contact us and we will do our best to accommodate you. There are some circumstances where you may be unable to change, for example if you are paying off a debt through a Pay As You Go meter.

Paying your Landlord

If you operate in rented business premises, you should be aware that your landlord is not allowed to make a profit from reselling fuel. Utilita cannot become involved in any dispute between a landlord and tenant, but we can offer advice on the maximum charges specified by Ofgem, the gas and electricity regulator.

We’ll do everything we can to help you but if you would like impartial advice on a consumer related issue the following independent organisations can offer free and confidential advice.

Citizens Advice Consumer Service
Call - 03454 040 506
Website - www.citizensadvice.org.uk

Energy Saving Trust
Call - 08005 120 12
Website - www.energysavingtrust.org.uk

National Debtline
Call - 08008 084 000
Website - www.nationaldebtline.co.uk

If you would like a copy of this, or any other code of practice in Braille or audio form, please get in touch. Copies of this document can be posted to any of our customers free of charge.

The most important thing to remember is your safety. There are a number of precautions that you can take in order to ensure that you are not exposed to any danger from your gas or electricity supply.

1. Using Gas Safely

If you smell gas, follow this advice from the National Gas Emergency Service:

  • Do not smoke
  • Do not use naked flames
  • Do not use doorbells, mobile phones or turn any other electrical switches on or off
  • Turn off the gas mains supply at the meter
  • Open doors and windows to ventilate the house

National Gas Emergency Service number - 0800 111 999

(Do not phone from a mobile phone as this may ignite a spark)

If your meter is NOT in a basement, cellar or confined area, turn off the gas supply at the emergency control valve handle. The valve can be found near to the meter. Turn the handle through 90 degrees so that it is at a right angle to the pipe.

Now follow the basic safety advice below.

If the meter is in a basement, cellar or confined area do not enter the area to turn off the supply; follow the steps below.

Basic Safety Advice

  • Turn off all gas appliances, if safe to do so
  • Extinguish all naked flames, do not smoke, use matches or any naked flames
  • Do not operate anything electrical/battery operated i.e. mobile phones, light switches or radios
  • Open all doors and windows to ventilate the premises
  • Evacuate the premises - Warn others i.e. multi-occupancy properties / neighbours
  • Leave the door open if there is a electric operated door bell entry system

2. Carbon Monoxide

Carbon monoxide is a very dangerous gas. It is colourless and has no taste or smell. If your business gas appliances are faulty, or there is not enough ventilation in the room, carbon monoxide may be produced.

To keep your household safe you can:

  • Fit an audible carbon monoxide alarm (it should be marked to EN 50291 and also have the British Standards' Kitemark or another European approval organisation's mark on it.)
  • Service your appliances
  • Don’t block ventilation ducts or vents
  • Know the signs

Danger Signs:

Orange or yellow gas flames. Gas flames should be blue.

Sooty stains or discolouration on or by the appliance.

Symptoms of carbon monoxide poisoning include: headaches, drowsiness, sickness, giddiness or stomach pains.

Many of the symptoms are similar to those of flu, food poisoning, viral infections, or simple tiredness. Other warning signs that suggest carbon monoxide poisoning include:

  • Symptoms only occur when you are at your business premises
  • Symptoms disappear or get better when you leave your business premises and come back when you return
  • Other people on the premises are experiencing similar symptoms
  • Symptoms tend to be seasonal – e.g. headaches during the winter when the heating system is used more often
  • If these symptoms are experienced, the person should seek immediate medical advice from their GP, call NHS Direct on 111 - or if it is urgent, call 999 for an ambulance

3. Using Electricity Safely

Electricity is safe if you use it responsibly, but carelessness can lead to accidents. When using electricity, make sure you take the following precautions:

  • Check all flexes and fittings regularly. Short flexes are best, and they should never be placed over the top of work surfaces
  • Ensure that all plugs are correctly wired. New electrical appliances will always have a fitted plug that you cannot rewire. If the plug is damaged you should cut it off and throw it away. A new plug should be fitted following the correct procedure
  • Try to use only one plug per socket. If this is not possible, use a reliable adaptor
  • Make sure the fuse is the right size by checking the label
  • Wiring should be checked every 5 years by a member of the National Inspection Council for Electrical Insulation (NICEIC). Approved contractors are listed in your local yellow pages
  • Never hang anything on a fan, convector or radiant heater or block air grilles
  • Never handle plugs, switches or electrical appliances with wet hands
  • Never fit timeswitches to electric fires or heaters

The purpose of our visits

There are several reasons why a Utilita representative may call at your business premises:

  • An engineer may need to come and fix or fit your meters
  • On occasion, we may need to send someone to read your meters
  • Under extreme circumstances, a debt recovery agent may have to be sent to your premises for debt purposes
  • A third party intermediary/broker might attend your premises to offer you information about our services

Planned visits

Direct employees or contractors working on our behalf to attend to your business premises through arranging appointment slot. We ask for someone over the age of 18 to remain in the premises for the duration of the arranged time slot. As a customer, you can decline a proposed visit and reschedule it for a more convenient time.

If for any reason we miss you, we may leave a card to let you know that we’ve called. We can’t guarantee that we can get back to you on the same day, but if you call our Business Customer Services team, we will reschedule the appointment as quickly as possible.

Other planned visits may include attending the premises in relation to faulty meters or revenue protection activities. Our disclaimer for planned visits regarding access to your premises is outlined here below.

Disclaimer - for planned visits to your business premises

When our engineer attends your business premises for a planned visit, you should be aware of the following:

If the engineer attends the property between the times we specify and that you have agreed to, and they are unable to gain access to your premises or the meters, you may be liable for a missed appointment charge.

All our charges are available on our website in the Guaranteed Standards of Performance.

The installation of our smart meters typically takes between 1-2 hours. The power in your premises will need to be turned off for a short time during this period, so we can safely carry out the exchange of your electricity meter.

You will need to ensure the area around your meter(s) is clear, by removing any obstructions and safe. If your meter(s) is hidden, please ensure all fascias are removed so it is accessible before the engineer is due to attend.

If we fail to attend in the timed appointment slot we specify and that you have agreed to, you may be entitled to £30 compensation. The time specified is the time the engineer should arrive on site by and not the time the job should be completed by.

If the engineer attends and finds either your gas or electricity supply to be unsafe, where possible, they will complete the install of the new meter(s) but leave the affected supply(s) disconnected. It would then need to be made safe by a third party, usually a Distribution Network Operator or Gas Transporter, before your supply can be reconnected safely.

If the engineer attends but is unable to complete the install, a secondary visit will be required to carry out a site survey before we can carry out the safe installation of your meter(s).

Unplanned Visits

On occasion, we may send our staff or contractors to attend your premises to undertake several activities. If you have any doubts regarding whether the attendant is a genuine Utilita representative, please do not grant access to your business premises. All staff and contractors working on our behalf will carry identity cards.

Identity Cards

Each of our representatives will wear a valid photo ID badge, but not necessarily with the Utilita logo on it. This is because, to deliver the best service possible, we sometimes outsource engineering work or meter reading to external Meter Operating Companies. These representatives will always be trained to meet our high standards of practice, but do not be alarmed if they are not wearing Utilita uniform as they are still working on our behalf.

You should always check the identity and business of any person before letting them into your business premises. All visiting representatives have an identity card that they will show you without being asked. They will also confirm the exact reason they are calling.

You should check the card thoroughly; it should contain the following information:

  • Our name - Utilita or the name of the Network Operating Company, Meter Operating Company
  • The name of the representative
  • A colour photograph of the representative
  • An expiry date (all cards are handed back on expiry or when a representative leaves the company)
  • A telephone number that you can call to check their identity
  • Their Agent ID Reference

Engineers

The person who lets the engineer in must be over 18. Whether they are coming to fix your meters, or fit your property with new smart meters, their identity can be verified by any member of our Customer Care Team. If in doubt, call us on 03330 156 662.

Utilita supplies your electricity and/or gas but does not own the pipes and wires used to transport these around the country. These are provided by national or local grid and pipeline companies (‘Network Operator Companies’ NOC’s). These Network Operator Companies carry out the same duties for Utilita as any other national utility supplier under the terms of their licences.

Occasionally a Network Operator Company might need to work on the pipes and wires that connect to your home, we will always try to give you advance warning of this, but in case of an emergency they may let you know directly. These Network Operating Engineers will rarely need to come into your property, as it is up to us as your supplier to maintain your meter.

Meter Readers

Once you are installed with smart meters, we can read them remotely. In the lead up to this, we may have to send someone to read your meters manually. Like many suppliers, we sometimes use an external Meter Operating Company to ensure that all of our customers are billed accurately. You are by no means obliged to let anybody into your house and in most situations we can supply you with a meter reading card for you to fill in yourself.

Debt Recovery Agents

If we have been unable to obtain any sort of payment, we may resort to using debt recovery agents. We are reluctant to do this and will help you avoid this eventuality as best we can, so please contact us if you fall into debt and feel that you cannot cope. There are strict rules governing debt recovery agents and you can learn all about your consumer rights by calling the Citizen’s Advice Bureau or checking their website. Their contact details can be found at the bottom of this page.

Appointments

Where we can make a prior arrangement and time for a visit we will. Our appointments are divided into four time slots, ‘am’ and ‘pm’.

Morning Appointments:

  • 8am – 12pm
  • 9am – 1pm

Afternoon Appointments:

  • 12pm – 4pm
  • 1pm – 5pm

All appointments are specified to a 4-hour period. This does not mean the installation will take the indicated time period. You can decline a proposed visit and reschedule if it presents an inconvenience to the business schedule. Charges may be applicable where appointments are rescheduled in less than 24-hours prior to the appointment date and time. We will not be able to guarantee appointments that are outside working days and working hours.

In the case that we are unable to make the appointment, we will contact you in advance to make prior arrangements for this. Regulatory conditions may be applicable to instances where compensation is awarded for breaches.*

One way to manage your spending is to improve the efficiency of your business premises. All our Business Customer Services Advisors are trained to offer you advice on saving energy and will send you out an energy efficiency pack on request. Smart metering also helps you to monitor and control your usage and carbon emissions, helping you to implement greener business practices and save you money.

Energy Efficiency Guidance

This guide shows how to identify measures where energy and cost savings can be easily made with little or no cost. It is designed for use by anyone new to carbon saving (especially in smaller businesses) and recognises that not everyone has the time or resources to undertake a full carbon management programme!

Carrying out an Energy walk round!

The need to identify where energy saving can be made is essential to start!

By looking at Conducting a walk round with a checklist will identify:

  • What is happening on the ground
  • Wasteful energy use

The areas to look at on a walk round are heating, lighting, office equipment and, if applicable, factory and warehouse equipment.

Heating

Overheating is often the result of heating areas that do not need to be warmed (such as storage areas or corridors) to the same temperature as those that do, such as occupied areas. Overheating can also be the result of poor control of heating systems.

When were the heaters or boilers last serviced?

Heating costs can increase by 30% or more if the boiler is poorly operated or maintained.

Is there evidence of use of portable heaters?

Portable electric heaters are expensive to run. If portable heaters have to be used, install a simple time switch so they turn themselves off after a designated period, for instance 30 minutes.

Are there heaters and air conditioning units operating simultaneously in the same space?

Simultaneous heating and cooling of a space is commonplace and wastes a lot of money. Set a ‘dead band’ of 5°C between heating and cooling, to avoid this happening.

Lighting

What type of fluorescent tubes are in use?

Slimline fluorescent tubes (26mm diameter) use 10% less electricity and are cheaper to buy than the older 38mm tubes.

Are standard (tungsten) light bulbs still being used?

Is there an opportunity to use LEDs?

LED lighting can provide substantial energy savings. LEDs typically have a long lifetime and will need less frequent replacement than many other lighting types.

Is the exterior lighting always switched off when it is not needed?

Are lights switched off when the premises are not occupied?

In the office

Apart from heating and lighting savings, energy consumption in offices can be reduced by looking at the way equipment is used. In an air conditioned office, it can take half as much energy again to remove the heat generated by office equipment as it takes to run the equipment in the first place.

Have the computers got in-built energy saving features?

Are computers left on overnight?

Are photocopiers located in air-conditioned areas?

Factory or Warehouse

Electrical equipment

Is equipment left running when it is not being used?

Are Higher Efficiency Motors fitted?

Are Variable Speed Drives (VSDs) fitted to equipment?

Refrigeration

Are the seals on refrigerated areas/equipment in good condition?

Make sure that doors to refrigerated areas are being kept closed?

Is the refrigeration equipment well maintained?

Next steps

Step 1: Make someone responsible!

Step 2 Plan and organise!

Step 3: Involve the staff!

What happens if you are unhappy with our service?

At Utilita Energy we pride ourselves on delivering excellent customer care, but we understand we may not always get everything right. If you are not satisfied with any part of our service, we want to know. We take all complaints very seriously and any feedback we receive is used to further develop and improve our service, staff performance and products.

Making a complaint

If you contact us because you are unhappy with our service, we are confident that our Business Customer Service Team will be able to provide you with a quick and effective resolution. However, if we are unable to resolve any matter to a satisfactory level, our Complaints Handling Procedure is simple and we’ve made sure it is easily available to customers. It takes you through the steps involved in making a complaint, including:

  • How we will try to resolve it
  • Where you can seek impartial advice
  • How to refer your case to the Energy Ombudsman if you are not satisfied with the final outcome

Complaints Handling Procedure

Please contact us

If you’re unhappy with our service you can notify us by phone, email or post:

Call us 03330 156 662

Email us businessenergy@utilita.co.uk

Write to us at Utilita Energy Limited, Hutwood Court, Bournemouth Road, Chandlers Ford, Eastleigh, SO53 3QD

Resolving your complaint

The process for how we will attempt to resolve your complaint will depend upon how you raised the complaint with us.

If you raised the complaint over the phone: Our aim is to resolve any complaint on the first call. All of our Business Customer Service Advisors are trained to deal with complaints, but if they are unable to resolve your query, they will escalate it to a specialist team or seek assistance from a manager.

If we cannot solve the problem at this first point of contact and we have not done so within 24 hours, or if the matter requires further investigation, we will call you or write to you (if we can’t get through to you over the phone) to let you know. We will then continue to keep you updated with the status of your complaint.

If you have informed us of your complaint by letter or email: We will respond to you via the same contact method, (unless you specifically request otherwise) within 5 working days of us receiving your complaint.

Each complaint is dealt with on an individual basis so we can deliver appropriate responses and take a suitable course of action tailored to each individual customer’s circumstances. Typically the outcome of a complaint may consist of any of the following:

  • an apology
  • an explanation
  • the taking of appropriate remedial action by the regulated provider
  • the award of compensation in appropriate circumstances

If we are not able to resolve your query immediately we will tell you within 5 working days and explain the next steps we plan to take. You should expect to receive a full and detailed response within 10 working days of your first letter or email. If you tell us that you are still not satisfied with the outcome, we will pass the matter on to a Customer Relations Team Leader. In this instance you can expect to receive our final response by letter within 5 working days of the Team Leader receiving your complaint.

If your complaint has still not been resolved

If you are unhappy with the way your complaint has been handled, we can provide you with an internal review of its handling to ensure that it has been or it is being dealt with appropriately.

We do all we can to ensure that complaints are resolved in a satisfactory and timely manner, and go above and beyond to avoid unresolved issues. However, if you are still unhappy about the final outcome or how we have handled your complaint there are various independent organisations that can help. Please see overleaf for further information.

What happens if you are unhappy with persons working on our behalf?

Third Party Intermediaries (TPIs)

We are pleased to work with external Third Party Intermediaries/energy brokers who might contact you to offer you information about our services. All representatives are trained to meet our high standards of service, however, if they fall short of these standards and you raise a complaint with us, the following steps are taken:

  1. We pass the complaint on to the department responsible for dealing with matters regarding TPIs within 48 hours
  2. The TPI will then contact you within 5 working days of receipt
  3. The TPI will aim to resolve all complaints within 10 working days
  4. If you are not satisfied with the resolution, we will review it and try to reach a satisfactory resolution
  5. If we believe a suitable resolution has been offered, a 'deadlock' letter will be issued

Engineers

In order to deliver the best service possible, we sometimes outsource engineering work to external Meter Operating companies. All engineers are trained to meet our high standards of service, however, if they fall short of these standards and you raise a complaint with us, the following steps are taken:

  1. We pass the complaint on to the engineering contractor, within 48 hours
  2. The contractor will contact you within 48 hours of receipt
  3. They aim to resolve all complaints within 10 working days
  4. If you are not satisfied with their resolution, it is passed back to us for review and we will do all we can to help reach a satisfactory resolution
  5. If we believe the contractor has offered a suitable resolution, a ‘deadlock’ letter will be issued

If you are unhappy with the final outcome of either an engineer or TPI complaint, there are independent organisations that can help. Please see below for more information.

Independent Organisations

Citizens Advice

The Citizens Advice Consumer Service provide free, confidential and impartial advice on consumer issues. To ‘Know your rights’ visit www.citizensadvice.org.uk/energy for up to date information.

Contact Citizens Advice:

Call 03454 040 506

Website www.adviceguide.org.uk

Address Citizens Advice, Consumer Service, PO Box 833, Moulton Park, Northampton NN3 0AN

The Ombudsman Services: Energy

The Ombudsman can also help small and micro business customers. This is defined as a company which has:

an annual consumption of electricity of not more than 100,000 kWh, or gas consumption of not more than 293,000 kWh;

or fewer than 10 employees (or their full-time equivalent), and an annual turnover or annual balance sheet total not exceeding €2 million.

The Ombudsman can help if your complaint is unresolved by us as your supplier after eight weeks or if we cannot agree on a resolution (we call this ‘deadlock’). We will write to you explaining our position and your right to refer your complaint to the Ombudsman Services: Energy.

The Ombudsman’s role is to help to resolve complaints. It is an independent service and free for customers to use. It has the authority to resolve complaints by requesting any or all of the following:

  • an apology from us
  • an explanation of what went wrong
  • a practical action to be taken to correct the problem
  • a financial award

If you accept the Ombudsman’s decision we are obliged to take this action.

The Ombudsman can also decide that the actions we have already taken, as your supplier, are suitable and no further action is required. You can decline to accept the decision and you will not be bound by it or incur any charge.

The Ombudsman Services: Energy scheme is approved by Ofgem, the UK gas and electricity regulator under the Consumers, Estate Agents and Redress Act 2007.

Contact the Energy Ombudsman:

Call 03304 401 624

Fax 03304 401 625

Text 03304 401 600

Email enquiries@os-energy.org

Website www.os-energy.org

If you wish to pursue your complaint elsewhere, you are free to do so however, you would lose your right to resolve the complaint through the Ombudsman.

There are Complaints Handling Regulations in place for the energy industry. If you would like a copy of the Gas and Electricity (Consumer Complaint Handling Standards) Regulations 2008 SI.2008 No.1898, please visit legislation.gov.uk

To get a paper copy, simply call the Stationery Office (TSO) on 03332 025 070.

Download a copy

Click here for a downloadable copy of this complaints document.

Alternatively, you can ask us to post a copy to you, just contact us on 03330 156 662.

As your supplier, we want to always offer you the highest standards of service possible. In order to do this we aim to meet the following standards of performance to make your experience with us as your supplier, the best possible.

Making and keeping appointments

If you request an appointment or we need to visit your business premises, we will offer you an appointment within a reasonable timeframe and a maximum four hour time slot, during working hours, or if acceptable to you, a morning appointment up until 1pm or afternoon appointment after 12pm.

We will not rearrange an appointment less than 1 working day before the date of the appointment, without obtaining agreement from you to rearrange. We must also keep a written record of your agreement to rearrange.

If we fail to meet these standards you may be entitled to a payment of £30.

Distributed Payments

We may be asked by electricity distribution companies or gas transporters to pay compensation to you in some circumstances where you have lost supply.

The network company will let us know who is due compensation and how much. If you are identified as a customer who is due a payment we will let you know of this and make payment to you within 10 working days of us receiving the payment.

If we fail to meet these standards you may be entitled to £30.

Suppliers Payment Obligations

If we fail to meet any individual Standards of Performance, set out here and where payment applicable, we must for each failure, make a payment of £30 to you the customer, within 10 working days.

If we fail to make the payment we must for each payment, pay you a further £30 within 10 working days.

This also applies to failure to make the above ‘Distributed Payments’ (where a payment is applicable).

Fuel Mix Disclosure

Based on the Residual Fuel Mix Table for Tax Year 2016/171

Fuel Type Utilita Fuel Mix2 UK Average Fuel Mix3
Coal 13% 9%
Natural Gas 40% 44%
Nuclear 11% 21%
Renewables 31% 24%
Other 4% 2%

1 - The disclosure period is from 01/04/16 to 31/03/17
2 - This data relates to the total amount of electricity purchased for supply by Utilita.
3 - Ofgem regulations state values must be rounded to the nearest whole percent if >1% so values may not add up to 100% as a consequence.

Environmental impact

Grams of Carbon Dioxide Emitted per kWh of Electricity:

291 g/kWh

Radioactive Waste Produced per kWh of Electricity:

0.00076 g/kWh

Business Customer Service Team: 03330 156 662

businessenergy@utilita.co.uk

8:00am - 6:00pm Mon - Fri

Moving Business premises: 03330 156 662

9:00am - 6:00pm Mon - Fri

Automated Top-Up Line: 03452 068 333

8:00am - 8:00pm Mon - Fri

Emergency Line: 03452 068 999

8:00am - 10:00pm everyday

Meter Reading Line: 03452 093 750

meterreadings@utilita.co.uk

24 hours everyday

Gas Emergencies

What to do if you smell gas:

  • Do not turn any electrical switches on or off
  • Do not use matches or naked flames
  • Open doors and windows to get rid of the gas
  • If possible turn off the gas supply to the meter
  • Do not use mobile phones

If in doubt, always call the National Gas Emergency Number: 0800 111 999

Electricity Emergencies – Distribution Network Operators

  • East Midlands - Central Networks: 0800 056 8090
  • Eastern Region - EDF Distribution: 0800 783 8838
  • London - EDF Distribution: 0800 028 0247
  • Manweb - ScottishPower: 0845 272 7999
  • Midlands - Central Networks: 0800 328 1111
  • Northern Electric - NEDL: 0800 668 877
  • Norweb - United Utilities: 0800 195 4141
  • Scottish Power - ScottishPower: 0845 272 7999
  • Scottish Hydro-Electric - S&SE: 0800 300 999
  • Seeboard - EDF Distribution: 0800 783 8866
  • Southern Electric - S&SE: 08457 708 090
  • South Wales - Western Power Distribution: 0800 052 0400
  • South West - Western Power Distribution: 0800 365 900
  • Yorkshire Electricity - YEDL: 0800 375 675

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