What to Do in an Emergency

Helping you stay safe

Emergencies can happen at any time, and knowing what to do can make all the difference. The advice below explains how to respond in the most common situations – helping you stay safe, protect your home, and prevent further damage until help arrives.

If you ever feel that you or anyone in your household is at immediate risk, always contact the emergency services first by dialling 999. Once you’re safe, please let us know straight away so we can arrange the right support and repairs.

We’re here to help when something goes wrong, but there are also a few steps you can take to keep yourself and your home safe while waiting for assistance.

🔥 Fire

If there’s a fire, call 999 immediately.

  • Do not attempt to tackle the fire yourself.
  • Leave the property straight away and wait in a safe location.
  • Do not return until the emergency services confirm it’s safe to do so.
  • Once you are safe, contact us to arrange any follow-up repairs or support.

⚠️ Gas Leak

If you smell gas, call the National Gas Emergency Service on 0800 111 999.

  • Turn off the gas supply at the meter if it’s safe to do so.
  • Open windows and doors to ventilate the area.
  • Avoid using any electrical switches, naked flames, or appliances.
  • Leave the property if the smell is strong or you feel unwell

💧 Water Leak

If you discover a leak, act quickly to reduce damage.

  • Turn off the water at the stopcock (usually under the sink or near the meter).
  • Do not touch electrical switches or sockets near the leak.
  • Switch off power at the consumer unit (fuse box) if water is close to electrics.
  • Collect dripping water in a container and move belongings away from the area.
  • Report the issue to us as soon as possible.

⚡ Electrical Fault

If you experience a loss of power, sparking sockets, or a burning smell:

  • Turn off the electricity at the main switch immediately.
  • Do not attempt to reset circuits or carry out repairs yourself.
  • If you suspect danger, call the Scottish Power emergency helpline on 105.
  • Once it’s safe, report the fault to us for follow-up inspection.

❄️ Loss of Heating or Hot Water

If your heating stops working:

  • Check that the boiler has power and that the pressure gauge reads between 1 and 2 bar.
  • Try resetting the boiler once using the manufacturer’s instructions.
  • If you see an error code, leak, or hear unusual noises, do not keep resetting it.
  • Contact us to arrange an engineer visit.
  • For a total loss of heating in winter, treat this as an emergency repair and call our emergency number straight away.

☠️ Carbon Monoxide

If your carbon monoxide (CO) alarm sounds or you feel dizzy, nauseous, or light-headed:

  • Turn off all gas appliances.
  • Open doors and windows for ventilation.
  • Leave the property immediately and call the National Gas Emergency Service on 0800 111 999.
  • Seek medical advice if you feel unwell, then contact us to arrange an engineer inspection.

🏠 Damp and Mould

If you notice damp patches or black mould, please report it to us as soon as possible.

  • Keep the area well-ventilated by opening windows or using extractor fans where available.
  • Try to maintain steady heating throughout your home to reduce condensation.
  • Wipe away light condensation on windows or tiles using a disposable cloth.
  • Avoid using bleach-based sprays or dry cloths directly on mould, as this can spread spores.
  • Do not paint over mould or attempt to remove large areas yourself.
  • We’ll arrange an inspection and any necessary treatment to prevent it from returning.

After Any Emergency

Once the immediate danger has been made safe, please let our team know as soon as possible so we can:

  • Arrange follow-up repairs or safety checks
  • Inspect for damage or water ingress
  • Provide advice or support if your home is temporarily unsafe