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Emergency Information

Emergency Information

Information on what to do in an emergency. This includes who to contact if there is a power cut, electricity emergency, gas leak, issue with your boiler or you suspect a Carbon Monoxide leak

Electrical Emergencies

If you see overhead electricity lines that have fallen down, are hanging low or look visibly damaged, please call your electricity network operator’s 24-hour emergency helpline on 105

If you witness any damage to an electricity substation please contact 105

Power cut

If your power goes out, firstly if it’s safe and you feel comfortable to do so, check to see if your neighbours’ electricity supply is also affected and then follow the steps below.

Is their power still on?

Check your trip switch if you have one (you’ll usually find it in your fuse box and will be either black or red in colour). If it has tripped, turn off all your appliances and then reset it to the on position.  If it continues to trip, call an electrician for advice.

Is their power off too?

If you need to report an electricity power cut or damage to electricity power lines and substations call 105 from your mobile or landline.

Get more information on Power Cuts here

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 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 National Grid / Scottish Gas Network immediately on 0800 111 999

Boiler Care

If you are a current Boiler & Service Care customer and your boiler has stopped working, call us using the details below (lines are open 24/7):

Boiler Maintenance & Support Care - 0800 111 4686

Carbon monoxide

Carbon monoxide (CO) poisoning is dangerous. Make sure you’re able to spot the signs of a CO 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).

If you think your appliance is spilling/leaking CO:

  • 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 Register™ Engineer to make repairs.

If you believe that you have a faulty appliance and you or anybody else in the household has a headache, dizziness, weakness, upset stomach, vomiting, chest pain or confusion

  • Contact your GP or  NHS 24 (Scotland) NHS 111 (England /Wales) urgently – tell them you think you may be suffering from CO 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

Pre-payment meter off-supply

If you are off-supply, there are a few things to check before notifying us of a meter fault.  Firstly, please make sure you have enough credit in your meter and top up if you need to.  For help with this – as well as steps to take if your meter is still not working – visit:

Should you still need support, please first chat to us on our live webchat at scottishpower.co.uk/livechat. If your issue remains unresolved, please call us on 0345 270 0700 (lines open Monday to Friday 9am to 5pm). If you are off supply and need help outside of our normal opening hours please call us on 0345 058 0005 (lines open 5pm-8pm Monday to Friday & 9am-4pm Saturday).

Last updated: 16 November 2023

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