We will contact you within 3 hours Monday to Saturday. If the repair is of an urgent nature i.e. gas leak, please turn of the gas at the meter and call the National Grid 0800 111 999. A call handling agent will log all the appropriate details onto a computer. The kind of information you'll be asked for will include:

• The address/location of the suspected gas escape or gas emergency
• How many people are at the property where the smell is most noticeable?
• How long the smell has been noticeable?
• Is the smell coming from the cellar/basement?
• Are any neighbours affected?
• Your name and phone number
• Any special circumstances or access information

Getting accurate address details is very important as we want to make sure we send engineers to exactly the right place. You will be asked to verify these details for this very reason. Your address and postcode are particularly important. You'll be asked a series of questions designed to help us build a picture of the reported gas escape or gas emergency. From these details, we can identify the right gas safety advice for you - such as:

• Opening doors and windows
• Turning the gas off at the meter unless the meter is located in the cellar/basement
• Avoiding the use of any naked flames or electrical switches

All calls to the National Gas Emergency Service and National Enquiry lines may be recorded and monitored. (vii) If you are encountering a problem with an appliance or electricity supply, under no circumstances try to repair or investigate the problem yourself. Wait until we have arranged a contractor to visit the property