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National Grid's Code of Practice for Gas Customers

National Grid’s Code of Practice sets out when and how you might expect to be contacted by National Grid and how you can get in touch with us to enquire or complain about any service we provide. It also details the steps National Grid takes to ensure that only properly trained, National Grid staff or contractors make visits to your home and the special services available for customers who are blind, partially sighted, deaf or hearing impaired 

Please note, we are currently updating the Code of Practice to reflect the new Standards of Service effective from 01/04/08.  Please click here for further information on Standards of Service.

Our Code of Practice explains:

What to do if you smell gas

  • Don’t smoke or strike matches
  • Don’t turn electrical switches on or off

  • Do put out naked flames
  • Do open doors and windows
  • Do keep people away from the area affected
  • Do turn off the meter at the control valve

Call our 24-hour gas Emergency Number 0800 111 999*.

If you are deaf or hearing impaired and have a Minicom or Textphone the number to call is 0800 371 787.

*All calls to the National Gas Emergency Service and National Enquiry lines may be recorded and monitored.

Code of Practice