Major Fault Guidance

• What do I do if I smell gas?
• What do I do if my home has a total electrics failure?
• What do I do if my home has a major water leak?

Gas - What do I do if I smell gas?

• Turn off the gas at your meter.
• Open all doors and windows to allow ventilation.
• Do not smoke or use a naked flame.
• Do not operate electrical switches on or off.
• Do not operate the door controlled entry system from your flat.
• If you are a homeowner telephone National Grid from a phone outside your home giving them all the details. (They will also ask you for your postcode, address and telephone number).

• If you are a Council tenant please ring us from a phone outside your home on 0800 22 76 76 and give us all the details.
• Our Contact Centre will then ring National Grid explaining the situation.
• An incident / reference number is then obtained from National Grid for our records.
• You must remain at the property until National Grid have attended.
• Failure to do this could result in National Grid carrying out a forced entry.
• If you are a Council tenant any damage will be recharged to you.

Electric - What do I do if my home has a total electrics failure?

• Check whether other properties in your area are affected. If so call your electricity supplier.
• If not check the main fuse.
• Check whether the trip switch has been activated.
• If you were using an appliance when the electricity failed, unplug all appliances and reset the trip switch. Then test  each appliance by plugging in and switching on, to see if one of your appliances activates the trip switch.
• If you are unable to identify the problem phone the contact centre on 0800 22 76 76 and we will arrange for an electrician to call. If the problem is one of your appliances you could be charged.

Water - What do I do if my home has a major water leak?

• Turn off the stop tap; this is usually situated under the sink (but could be in the bathroom, hall or under the stairs). If the water is still leaking, use newspaper or towels to help absorb.
• Are you able to tell where the leak is coming from?
• Could the leak affect the electrical system? If so, turn off the electrical installation at the main fuse box.

Page last reviewed 1 March 2012