Gas customers should NOT call emergency number for boiler advice

Heating thermostat
Heating thermostat

Residents are being urged to only call the gas emergency number if they smell gas, have a leak or low gas pressure, or suspect the presence of carbon monoxide.

Tim Collier, Wales and West Utilities Gas Emergency Service Manager for Devon, Cornwall & Somerset, says anyone calling the number will boiler issues won’t be able to receive help.

Mr Collier said: “My engineers are working round the clock in very difficult weather conditions to respond to gas emergencies as safely and as quickly as possible, preventing injury and saving lives.

“Yesterday was a significant challenge for us. We received an emergency call once every 16 seconds and responded to more than 1000 gas emergencies. The majority of these were frozen condensate boiler pipe issues, which is something we cannot help customers with.

“If you have an issue such as this with your gas boiler or any other gas appliance please call a Gas Safe Registered (GSR) Engineer or your gas supplier.

“For a GSR Engineer in your area call 0800 408 5500 or visit You can find the contact details of your gas supplier on your bill. You can read more information on what to do if you have boiler problems here:

“Our priority is responding to gas emergencies to keep people safe and save lives, and we really appreciate the support of local people to only call the number if it’s an emergency as we work hard to get to those who are most in need.”

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