This page explains what to do if you have problems with your gas supply or central heating.
Follow these steps to identify the cause of the problem and get the right help.
If you have no gas
Check your gas meter
Press any button on the meter. If the display shows 'off', report a housing repair.
If you use a prepayment meter
Press any button on the meter to check whether you have credit on your gas card.
If the display shows 'off':
- turn off all gas appliances
- reinsert the card and press the red button
- when prompted, press and hold the red button until you hear a beep and a whirring noise
Your gas supply should now be restored.
If the screen shows 'call help', contact the phone number shown on your gas card.
If your central heating isn't working
Check your boiler
Before reporting a repair, check:
- the thermostat is turned up
- the timer/programmer is switched on
- the electrical isolation switch near the boiler is switched on
If everything is switched on:
- set the timer/programmer to the continuous setting
- turn the room thermostat to its highest setting
- wait 30 minutes to see if the boiler restarts
If your heating is still not working, report a housing repair.
Watch our troubleshooting videos:
- 'How to locate and read a gas meter' on YouTube (1 minute 22 seconds)
- 'How to check a gas boiler for a fault' on YouTube (2 minutes 11 seconds)
- 'How to check and set a thermostat and timer' on YouTube (1 minute 25 seconds)
If there's been a power cut
Gas boilers need electricity to operate, so your heating will stop working during a power cut. Gas fires and cookers are usually not affected.
Once power has been restored:
- wait up to 30 minutes for the boiler to restart
- check the timer programmer settings are correct
If your heating is still not working after 30 minutes, report a housing repair.
If it's out of hours, wait to speak to the duty call-out officer.
If your condensate pipe is frozen
In very cold weather, your boiler's condensate pipe can freeze and stop your heating from working. Follow our video guide to locate and safely defrost the pipe.
Watch 'How to unblock frozen condensate pipe' on YouTube (47 seconds)
If your storage heaters are not working
Check:
- you have credit if you use a prepayment electricity meter
- the heater controls have not been changed
- your Economy 7 supply is working
If your Economy 7 supply is not working, contact your electricity supplier.
How to report a repair
If you have followed these steps and your gas supply or central heating is still not working, report a housing repair.
