Frequently Asked Questions
Here is a list of our Frequently Asked Questions.
If you can't find the answer to your question here please ring our Customer Services team on 0800 912 2999
- What do I do if I smell gas?
What do I do if my gas supply has been unexpectedly interrupted?
If you are experiencing a loss of gas supply, call Freephone 0800 111 999 (mini com 0800 371 787) immediately.
How do I find out where your (Wales & West Utilities) gas pipes are located?
Call our Plant Protection team on 02920 278 912 and our team will be able to help with your enquiry. If you are undertaking construction or building work you’ll be asked for a plan showing the area and a description of any work being carried out so we can best assist you. Check our pipe location maps.
I have a live gas supply that I want removed. How do I do this?
This work requires 6 weeks’ notice to comply with Building Regulations. Please contact your gas supplier (British Gas or similar retailer) first to arrange removal of the gas meter, and then you can contact our Isolations team on 02920278 930.
How do I arrange for an engineer to carry out a check for safety on my service pipe, or check if it’s 'live or dead'?
Please call our Customer Services team on 0800 912 29 99 and we'll arrange for an engineer to attend. However, if you smell gas, call 0800 111 999 immediately.
I have a live service, but need the Meter Point Reference Number (MPRN) to arrange for my gas meter to be fitted. How do I go about getting one?
If you have recently had a new gas supply installed, please call our Customer Services team on 0800 912 29 99. If it is an existing service, please call the Meter Point Reference Number enquiry line on 0870 608 1524 (operated by Xoserve).
How do I get a new gas supply installed, or alter the position of an existing gas service or gas meter?
To get a quotation today, you can apply online for single new supplies, alterations of domestic and small non-domestic services. This online service will also give you indicative costs for us to isolate a gas service pipe. You can also call our customer services team on 0800 912 29 99, and we can send an application to you, or we can take the required details from you over the telephone.
I have a quotation and want to accept and pay for it. How do I do this?
You can accept and pay for your quotation online or you can contact our customer services team to make payment over the telephone. Please contact 02920278991 between 9am - 4.30pm. Please note that you will also need to return your signed acceptance of our terms and conditions before we can provide you with a plan date for our work.
I have accepted and paid for my quotation and need a plan date. Who do I contact?
Please speak with the dedicated planning assistant for your area. Telephone numbers are as follows:
- South East Wales & Bridgend: 02920 278967 or 02920 278588
- Swansea, Neath & West Wales: 02920 278602
- Mid & North Wales: 02920 278598
- Bristol: 02920 278599
- Gloucester, Cheltenham & Swindon: 01792 278594
- Bath, Trowbridge, North & South Somerset: 02920 278812
- West, East & North Devon: 02920 278608
- Plymouth & Cornwall: 02920 278751
- South Devon, Torquay: 02920 278832
I have received a letter telling me that my gas meter needs to be exchanged through a policy exchange programme. What do I do?
Please call National Grid Metering on 0845 606 6766 for domestic properties, and 02476 286 048 for non-domestic properties
How do I make a complaint?
You can speak to our complaints team on Freephone 0800 294 6645 or see more information on making a complaint.
There are no gas pipes in my area that I am aware of. Is it possible to bring gas into the area?
Call our Infills team on 029 2027 8809 who will be able to help with your enquiry
My meter box is damaged, how do I get a replacement?
The domestic meter box is part of the fabric of the property, and is the responsibility of the home owner or occupier. We’ll provide replacement hinge pins, locks and keys free of charge, but all other work to repair or replace the meter box is chargeable. You can speak with our customer services team on 0800 912 2999 who’ll be able to help.