Due to the cold weather, our gas team is experiencing a high volume of calls.
The team has been working around-the-clock to respond to customer demand and we are committed to delivering essential and urgent services to customers at all times.
We will respond to all customer calls, but visits by the gas team to customer homes may take longer than usual. We ask customers to be patient at this time.
Steps you can take
In cold weather, the condensate pipe outside your home can freeze, which prevents the boiler from firing up.
This common problem can be fixed by:
- Warming up the condensate pipe, with a hot water bottle or hot kettle. This video shows you how:
- Keeping your heating on longer, but on a lower setting
Remember, you should only defreeze your condensate pipe if it is easily accessible.
If you are calling about a non-emergency service, please use our online services so we may help our most in need customers.