Call 0800 111 999 if you have a gas leak, no heating, or no hot water

British Gas's emergency number is 0800 111 999. This line is open 24 hours a day, every day of the year. Call it if you smell gas, your boiler has stopped working in winter, you have no hot water, or you suspect a gas escape anywhere in your home.

The line is free to call from any UK phone, including mobiles. When you call, have your postcode ready — the operator will use it to find your address and check your account. If you are calling about a gas smell, leave the building when ready and call from outside or from a neighbour's phone.

British Gas also runs a separate number for non-emergency repairs and account queries. That number is 0333 202 5333, and it is for things like booking a routine service, asking about your bill, or reporting a fault that is not urgent. Wait times on the emergency line are usually shorter because it prioritises genuine safety issues.

Key Takeaways

  • The 24-hour emergency number is 0800 111 999 and covers gas leaks, no heating, and no hot water.
  • Have your postcode ready when you call so the operator can find your account quickly.
  • If you smell gas, leave your home and call from outside or a neighbour's phone.
  • Use 0333 202 5333 for non-urgent repairs, billing questions, or routine maintenance.
  • British Gas emergency engineers are trained to isolate gas supplies and make temporary repairs on the same day in most cases.

What counts as a gas emergency

British Gas treats certain faults as emergencies because they pose a safety risk or leave you without essential services. A gas smell anywhere in your home, garden, or street is always an emergency — it suggests a leak that could lead to carbon monoxide poisoning or explosion. Do not use electrical switches, light matches, or use your phone indoors if you smell gas. Leave when ready and call 0800 111 999 from outside.

No heating or hot water in winter also qualifies as an emergency, especially if you have children, elderly people, or anyone with a health condition in the home. British Gas aims to send an engineer within 24 hours for these calls. A boiler that is making unusual noises, leaking water, or showing an error code should also go on the emergency line — these are signs of a fault that could get worse or become dangerous.

Problems that are not emergencies include a radiator that is not heating evenly, a pilot light that needs relighting (if you know how to do it safely), or a question about your bill or payment plan. These go to the non-emergency number, and you may wait several days for an engineer to visit.

What to expect when you call

When you ring 0800 111 999, you will hear a recorded message asking you to confirm you are calling about a gas emergency. Press the number shown on screen or say "yes" if the system recognises your voice. The call will then route to an operator who will ask your postcode, your name, and what the problem is.

The operator will check whether your home is covered by a British Gas emergency contract. If you are a British Gas customer with a boiler cover plan or if you own your boiler outright, you are covered. If you rent and your landlord is responsible for the boiler, the operator will ask for their contact details and may call them instead. If you are not a British Gas customer, the operator will still send an engineer but you will be charged a call-out fee — this varies but is typically £60 to £100 plus parts and labour.

The operator will give you a time window for the engineer's arrival, usually within 4 to 24 hours depending on how urgent the fault is. They will also give you a reference number. Keep this number — you will need it if you need to reschedule or if you want to check on the engineer's arrival time later.

What happens after the engineer arrives

A British Gas emergency engineer will diagnose the fault and either repair it or isolate the gas supply to make your home safe. If the boiler needs a part that is not in the van, the engineer may fit a temporary fix or arrange for a return visit. For gas leaks, the engineer will locate the source, repair it if possible, and test the system to confirm it is safe.

If your boiler cannot be repaired on the day, the engineer will isolate it so you cannot accidentally use it. They will also arrange for a follow-up visit, usually within 2 to 5 working days. If you have no heating and the boiler cannot be fixed quickly, ask the engineer whether British Gas can provide a temporary heater — this is not always available, but some emergency contracts include it.

You will receive an invoice after the visit if you are not covered by a British Gas plan. If you are covered, the visit is included in your plan cost, though you may still be charged for parts if they are not covered by your specific agreement.

If you cannot reach British Gas by phone

If the phone line is busy or you cannot use a phone, you can report a gas emergency online through the British Gas website. Go to britishgas.co.uk, select "Report a fault", and choose "Gas emergency". You will be asked to describe the problem and provide your postcode. British Gas will then call you back, usually within 30 minutes.

If you have a hearing or speech impairment, you can use the Text Relay service (dial 18001 followed by the number) or the British Sign Language video relay service. Both are free and available 24 hours a day. Tell the operator you need an interpreter and they will arrange one before connecting you to British Gas.

If you are in a block of flats or a building with a shared gas supply, contact your building manager or landlord first — they may have a separate emergency contact for the building's gas engineer. However, if there is a gas smell or when ready danger, call 0800 111 999 directly and tell the operator about the shared supply.

Charges and what is covered

British Gas emergency call-outs are free if you are a customer with an active boiler cover plan or if you own your boiler and have paid for an emergency repair contract. If you are not covered by any plan, you will pay a call-out fee. This fee is charged whether or not the engineer can fix the problem on the day.

Parts and labour beyond the call-out fee depend on your plan. Some plans cover unlimited repairs; others cover only the first repair per year. If you rent your home, your landlord is usually responsible for paying for emergency repairs to the boiler and gas pipes, but you should still call 0800 111 999 when ready if there is a safety issue — do not wait for your landlord to arrange it.

If you cannot afford to pay for an emergency repair, tell the operator when you call. British Gas has a hardship team that may be able to discuss payment options or connect you with support services in your area. This is separate from the emergency line but the operator can transfer you or give you a number to call.

Frequently Asked Questions

What should I do if I smell gas but British Gas says it is not an emergency?

If you smell gas, treat it as an emergency regardless of what any operator says. Leave your home, call 0800 111 999 again from outside, and be clear about the smell. If British Gas will not send an engineer, contact your local fire service or the National Gas Emergency Service on 0800 111 999 — they have a duty to respond to gas leaks even if British Gas does not cover your property.

Can I call the emergency number for a boiler that will not turn on?

Yes, if you have no heating or hot water and it is winter or cold weather. If it is summer and you only need hot water for washing, this may not be treated as an emergency — you might be offered a non-urgent appointment instead. Tell the operator your situation and they will decide based on the weather and whether anyone in your home is vulnerable.

What if my boiler breaks down on a Sunday or bank holiday?

The emergency line is open every day, including Sundays and bank holidays. You will not pay extra for calling on a weekend or holiday — the charge is the same as any other day. However, wait times may be longer because more people call during these times.

Do I need to be a British Gas customer to call the emergency number?

No. Anyone can call 0800 111 999 if there is a gas emergency at their address. If you are not a British Gas customer, you will be charged a call-out fee and any repair costs. The engineer will still attend and make your home safe.

What is the difference between the emergency number and the customer service number?

0800 111 999 is for emergencies only — gas leaks, no heating, no hot water, and boiler faults. 0333 202 5333 is for everything else: billing questions, routine maintenance, booking a service, or reporting a minor fault. Using the right number means you get through faster and to the right team.