In Great Britain, report a suspected gas leak or carbon monoxide emergency to the National Gas Emergency Service on 0800 111 999 from somewhere safe. Follow its instructions before arranging later repairs.
Assess the effect of the problem
Examples needing urgent assessment include water escaping uncontrollably, dangerous electrical damage, an unsecured external door or window and failure of an essential service. The impact depends on the property and its use.
A cold empty office and an occupied care setting present different heating problems. A broken cupboard lock differs from a lock leaving the premises open. Explain the consequence rather than assuming urgency from the item involved.
Say who is affected, which rooms cannot be used and whether matters are getting worse. Mention continuing water flow, equipment still running and any restricted area. Do not get close to a hazard to take photos or read details.
Give a useful fault report
Give the address, precise location, symptoms, time noticed and contact person. Explain steps authorised people have taken and whether emergency services or a utility company are involved. Include known hazards, entry arrangements and who can approve work.
This helps distinguish controlling the immediate problem from finding its cause and finishing the repair. Different stages may need different people and instructions.
Understand the attendance objective
The visit may complete a repair, leave equipment safely isolated or provide a temporary measure. Before handover, establish the condition left, restrictions and what must happen next.
If more work is needed, keep the defect outstanding with someone responsible for arranging it. A leak stopped at a valve or an isolated machine can still leave the service unusable.
Agree priorities before the next incident
Agree reporting contacts, escalation and approval limits before the next incident, including what happens if the usual contact is unavailable. Review the process after significant problems.
FAQs
Is every loss of heating an emergency?
Not automatically. Consider who is there, the conditions and other available options. Vulnerable occupants and essential functions increase the need for urgency.
Should I investigate before reporting a dangerous fault?
No. Report what you can see safely and follow the emergency advice. Leave technical investigation to a suitably competent person.
Does emergency attendance always finish the repair?
No. A safe isolation or interim measure may be all that can be completed until parts, access or further work are arranged. Ask for a clear next step.
Related help
Find emergency maintenance help, read what follows a call-out and what to include in a fault report.
