Customer safety advice and information

Do - Have your wiring and fuse box checked by a qualified electrician if you’re experiencing faults or problems with your electrics.

Don’t - Attempt to repair electrical equipment unless you are fully qualified to do so. Electrical work should only be carried out by a trained professional.

Do - Check sockets for cracks, loose fittings or visible damage. If you notice any issues, contact a certified electrician to replace the socket, never attempt to repair it yourself.

Don’t - Tape over damaged cables, plugs, sockets or electrical appliances. Instead, have them properly repaired or replaced to prevent the risk of electric shock or fire.

Do - Always read the manufacturer’s instructions before using an appliance. This helps you use it safely and can help it last longer.

Don’t - Use electrical appliances outdoors if it’s designed for indoor use. Indoor electrical equipment is not built to withstand moisture or weather conditions.

Do - Use the correct lamp (bulb) ratings for all lamps or light fittings in your home. Using bulbs with too high of a rating than recommended can cause overheating and increase a risk of a fire.

Don’t - Put your fingers or metal objects such as cutlery or tools into toasters or electrical light fittings even if the appliance appears off. Metal conducts electricity and can cause serious injury.

Do - Make sure each plug contains the correct fuse rating (3A, 5A or 13A) as recommended by the appliance manufacturer. The correct fuse helps protect from electrical faults.

Don’t - Use a cable reel or plug without checking for wear, tear or damage. Make sure to fully unwind the cable fully to prevent overheating during use.

Do- Regularly check appliance cables, plug tops and connectors for damage or overheating. Replace anything damaged straight away.

Don’t - Staple cables to skirting boards, or running them up walls, under carpets or rugs. This can damage the insulation and create hidden hazards.

Do - Make sure your hands are dry before touching electrical appliances or equipment. Moisture significantly increases the risk of electric shock.

Don’t - Take mains-powered appliances or equipment into the bathroom. Electricity and water don’t mix, and bathroom environments are particularly high risk.

Treat all overhead and underground cables as live unless your electricity network provider confirms otherwise.

Stay well away from overhead power lines. Electricity can jump gaps, even without direct contact.

Be alert when using ladders, carrying long items, such as poles or fishing rods, cutting trees, flying kites, or doing any activity at height.

Cables may be buried underground and may change direction or depth. Always check plans, use cable locating equipment and dig carefully. Do not install fence posts or carry out deep ground works without checks.

Never burn garden waste or rubbish under overhead power lines. Heat and smoke can damage cables and create serious risks.

When using electrical equipment outdoors, always use a Residual Current Device (RCD) for extra protection.

Never enter substations or climb pylons, poles or nearby trees. If something falls inside a substation, contact the electricity network provider.

Do not pitch tents, site caravans or run events near overhead power lines. If an activity or sports site is close to power lines, contact the network provider for advice.

Do - Locate your gas supply Emergency Control Valve (ECV) and make sure you know how to work it. In an emergency, such as a suspected gas leak or carbon monoxide incident, you may need to turn off the gas supply quickly and safely.

Don’t - block or cover air vents or flues on any gas appliance. Gas appliances need enough airflow to burn properly, restricting ventilation can lead to dangerous, unsafe operating conditions.

Do - Look out for signs that gas appliances may not be working safely, such as lazy yellow or orange flames instead of crisp blue ones dark, sooty staining or marks around the appliance unusual smells or noises These may be indicators of damage or carbon monoxide.

Don’t - use gas appliances for purposes they weren’t designed for. For example, never use a gas cooker to heat a room, this is extremely unsafe and can lead to carbon monoxide build up.

Make sure your gas appliances are properly looked after and serviced.

Do - Only use a Gas Safe Registered Engineer for any gas work. You can check the official register online or call the Gas Safe Register (GSR) on 0800 408 5500 to find a qualified engineer in your area.

Don’t – Do it yourself, with gas appliances or equipment, and don’t repair or modify any gas appliance unless you are fully qualified to do so.

Do - Fit an audible Carbon Monoxide Alarm/Detector marked BS EN 50291. These alarms alert you to the presence of carbon monoxide, a colourless, odourless and tasteless poisonous gas. Remember to test the alarm regularly by pressing the test button.

Don’t – Ignore the signs. Learn the key symptoms of carbon monoxide (CO) poisoning, which may include headaches, dizziness, nausea or vomiting, breathlessness, tiredness or confusion. If you experience these symptoms and suspect CO exposure, seek urgent medical attention.

Meters are often located in an external plastic meter cabinet, which normally houses the main electrical or gas supply and metering equipment.

Your meter may be inside your home, for example in a hallway cupboard, an understairs cupboard, or in a basement. These spaces can be small or awkward to get into, so take care to avoid bumping your head. If the meter is in a basement, take extra care on the stairs and always use handrails where available.

In some buildings, particularly tenement flats, electricity or gas meters can be positioned in a communal meter cupboard accessible to residents. These cupboards must always remain clear, with no personal items stored inside to maintain safety and access.

Some electricity or gas meters are installed high on a wall, above normal reach. Accessing these may require a stepladder, but only if it is safe to do so. If you cannot safely reach or access the meter, or you feel it is dangerous to attempt, STOP and contact your supplier for assistance.