Important message for customers about severe weather

Due to the severe weather conditions over the past few days, we have put in place a number of special arrangements, particularly in relation to gas and repairs appointments.


We are continuing to attend emergency gas and repairs appointments in our customers’ homes, and from 2 March we are aiming to carry out more non-emergency appointments.

Attendance at non-emergency appointments will be managed depending on the priority of the work needed, and we have extra engineers on-call over the next few days to attend customers’ homes.

For any non-emergency appointments that were arranged over the past few days, we are continuing to contact customers to arrange new appointments. Our teams are extremely busy and we have attempted to re-arrange appointments for customers, and we’ll continue to work hard to get to appointments as soon as we can.

All our customer offices are open as normal today – you can find out the opening times on the website.

If you have any queries, there is a range of information available on our website. Alternatively, you can use the self-service website or email

Thank you for your patience.