A suspected gas leak needs immediate action. If serious or uncertain, leave and use the telephone from a safe location outside. Do not delay departure to photograph the problem or locate its source.
What to have ready
Before you start
EMSD warns against operating electrical switches, plugging or unplugging equipment, using a telephone near the leak, smoking or introducing a flame. Open doors or windows and close the emergency control valve upstream of the meter only when safely possible; do not remain in danger to attempt these actions. If uncertain, leave. Towngas operates its 24-hour emergency hotline at 2880 6999. For another gas supplier, use that supplier's official emergency contact. An ordinary service appointment or online enquiry is unsuitable for a suspected active leak.
What to do, step by step
- Leave immediately if the leak appears serious or you are unsure. Use the stairs rather than a lift. Warn neighbours by knocking, without pressing electrical doorbells or delaying your own departure.
- From a safe place outside, call 999 and the supplier. Give the building address, floor, observed smell and whether anyone remains inside. Follow the emergency personnel's instructions about access and safety.
- Do not return to collect belongings, test an appliance or dismantle pipework. Let the gas supplier and competent personnel examine the installation and identify what must be repaired or isolated.
- Resume use only after the necessary safety checks and clearance. Afterwards, record the repair contact, supply interruption and follow-up instructions, including any inspection the supplier requires before an appliance is used again.
Costs, timing, and things to check
A fading smell does not establish that the premises are safe. Never test a leak with a flame or restart the gas supply yourself after leaving the premises.
Prepare the supplier's emergency number, management contact and full address offline. Discuss the evacuation plan with household members during normal conditions, without experimenting with gas connections.
A practical example
A resident notices a strong smell before cooking. They should not switch on an extractor fan or phone from the kitchen. They leave by stairs, call 999 and Towngas outside, and state the flat number and whether anyone remains inside. Repair paperwork and insurance photographs can wait until emergency personnel have addressed the immediate hazard.
When uncertain, leave and seek help from a safe location.
Official information and enquiries
These are the reference and service entry points for this guide. Check current fees, eligibility, and schedules with the authority. The preparation date is not each source's official update date.