SP-Logo
SP logo light
Support Centre

Emergency Information

Emergency Information

Find out what to do and who to contact if you have a power cut, electricity emergency, gas leak, issue with your boiler or you suspect a carbon monoxide leak.

What to do in a power cut

If your power goes out, firstly check if other homes in your area are affected - see if the streetlamps are on, or if your neighbour’s electricity supply has gone off.

If your neighbours’ power is still on: Check your trip switch if you have one (you’ll usually find it in your fuse box - it will be either black or red). If it has tripped, turn off all your appliances and then reset it to the ‘on’ position. If it continues to trip, call a qualified electrician.

If you think it is a power cut: Find out by typing in your postcode here. You can report a power cut as well as damage to electricity power lines and substations by calling 105 from your mobile or landline.

Read more information on power cuts and find your electricity network operator.

If it’s not a power cut and you are a Pay As You Go customer: Your prepayment meter could be off supply. Before notifying us of a meter fault,  make sure you have enough credit in your meter first - this may be why your power is off.

If your meter is still not working we’ve got more help below:


Still need help?

  • Chat to us - Monday to Sunday 7am-11pm
  • Call us on 0345 270 0700 - (Monday to Friday 9am to 5pm).
  • If you Pay As You Go and are off supply and need to call us outside the hours above, please call on 0345 058 0005  - 5pm-8pm Monday to Friday & 9am-4pm Saturday
  • If you’re off supply and think it could be a meter fault, you can call 0345 270 0700 outside the hours above and our automated service will direct you to the help you need.

Electrical emergencies

If you witness damage to overhead electricity lines or can see they have fallen, are hanging low, or look visibly damaged, please call the 24-hour emergency helpline on 105.

Gas emergency

If you smell gas or think there might be a gas leak:

  1. Open all doors and windows
  2. Turn off the gas at the emergency control valve by the gas meter. Do not turn it on again until advised by a Gas Safe registered engineer
  3. Don’t use any electrical equipment (including light switches) or naked flames
  4. Call The national gas emergency number on 0800 111 999 immediately.

Carbon monoxide

Carbon monoxide poisoning is dangerous. Make sure you’re able to spot the signs of a carbon monoxide leak.

Signs to look out for include:

  • Yellow or brown staining around or on appliances
  • Pilot lights that frequently blow out
  • Increased condensation inside windows
  • Yellow rather than a blue flame (except for flueless fires).

Guard against carbon monoxide

You can’t see it, smell it or taste it, but carbon monoxide gas can kill or seriously injure in just a matter of hours. In the home environment, carbon monoxide gas can be produced by faulty gas appliances. Symptoms of carbon monoxide poisoning can often be mistaken for flu or food poisoning and may include all, or any, of the following:

  • recurring headaches
  • nausea, sickness or stomach pains
  • dizziness
  • tiredness or drowsiness
  • chest pains
  • visual problems.

If you think your appliance is spilling/leaking carbon monoxide:

  • Switch it off and don’t use it again until remedial action has been taken
  • Open all doors and windows to ventilate the room - do not sleep in it
  • Contact a Gas Safe Registered™ engineer to make repairs.

If you believe that you have a faulty appliance and anyone in the household has a headache, dizziness, weakness, upset stomach, vomiting, chest pain or confusion contact your GP or NHS 24 (Scotland) or NHS 111 (England /Wales) urgently, by calling 111. Tell them you think you may be suffering from carbon monoxide poisoning and ask for their advice.

More information on carbon monoxide awareness is available from:

Carbon Monoxide Be Alarmed

Health and Safety Executive Website

Gas Safety Register

Boiler Care

If you have a Boiler care plan or policy with us and your boiler has stopped working, please call us on the numbers below (lines are open 24/7):

Boiler Maintenance & Support Care - 0800 111 4686

Boiler Insurance - 0800 027 7788

Last updated: 8 December 2023


Was this information helpful?

Need more help?