• What do I do if there is a power cut or gas leak?

    In the event of bad weather, homes can occasionally lose power. Do not panic - here is what to do:


    If you have a power cut the first thing to do is check your fuse box or consumer unit, to see if any switches have been tripped.

    If one or more of the trip switches keep flicking back to the 'off' position, then the appliance may be faulty. If you can't identify the faulty appliance, you will need to contact an electrician.

    Also, check the street lights outside and your neighbours' houses, to see if it really is a power cut, or if it's an issue inside your home.

    You may not know this, but don’t contact your energy supplier during a power cut. That’s because they’re responsible for selling the electricity but not maintaining the power lines.

    What you need to do is call 105, or go to www.PowerCut105.com where you will be prompted to report the outage.

    If you are a Priority Services Register member, please mention this when calling 105.

    If it is a confirmed power cut:
    - Switch off all electrical appliances that shouldn’t be left unattended, ready for when the power comes back on
    - Leave a light on so you know when the power outage has been resolved
    - Check to see if your neighbours are okay
    - Wrap up warm


    If you smell gas, or think there may be a gas leak, call the National Gas Emergency Service on 0800 111 999. Advise them you want to report a suspected gas leak. They will guide you from there.

    - Don't Smoke
    - Don't light matches or cigarette lighters
    - Don't switch lights or any other electrical appliances on or off
    - Put out any naked flames, such as candles
    - Open all doors and windows
    - Turn off your gas supply at the meter, if it is safe for you to do so. Leave this off until you're sure it's safe to turn on.

    Tips for staying safe during a power cut

    Make sure you have access to torches and blankets.

    If you live somewhere that has frequent power cuts, plan ahead by preparing a power cut kit. This should include torches, spare batteries, blankets, water, a battery-powered radio.

    If you have medical equipment at home, make sure this has a battery back-up. You could also use power surge plugs to protect vital equipment.

    Keep your computer backed up.
    During a power cut, make sure your neighbours, especially those who are vulnerable, are OK.

    What to do if your boiler is not working

    First, check the basics:
    - If you had a power cut, the boiler’s timer may have reset and will need to be re-programmed. Info on how to do this will be in the boiler’s manual.
    - Check the pressure gauge. If it’s showing a low pressure (one bar or less) refer to the boiler’s manual on how to top up the pressure.
    - Check the boiler’s pilot light is on.
    - Try resetting the boiler
    If it is still not working you will need to contact a qualified boiler engineer or, if you are living in a rented home, your landlord/agent.
    Energy companies are not responsible for boiler repairs.

    If you need to contact us in an emergency

    If after following the steps above you need to contact our Member services team to report a faulty meter, open your Pure Planet app.

    Go to Menu and choose 'Emergency' from the list. Scroll down and tap on 'Contact Us'.

    This will open a short form with your name and contact number already filled in. Check that the details are correct and tap on 'Submit'.

    Remember, our team will only respond to emergencies. Do not use this method if your query is not an emergency, as it could mean we are delayed in helping another Member with a genuine emergency.

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