What to do in an emergency


If you smell gas

If you suspect you have a gas leak or if you're worried fumes containing carbon monoxide are escaping from a gas appliance, call the 24 hour National Gas Emergency hotline on 0800 111 999.

  • Open doors and windows to let the gas escape
  • Check your gas appliances are switched off
  • Call the 24 hour National Gas Emergency hotline on 0800 111 999
  • Turn your gas off at the isolation switch (if you know where it is), then wait outside, and let your neighbours know.
  • Switch lights on or off, use doorbells, mobile phones or use any electrical switches.
  • Smoke, light a match or use any other kind of naked flame.
  • Go back into your home until you've got the all-clear.

Power Cut

If you experience a power cut you need to call your electricity distribution company. They look after the cable connecting your home to the national grid.

You can call the 24 hour electricity hotline on 105 and you'll be automatically redirected to the local distribution company free of charge.

Black text on a yellow speech balloon, the text reads: Power cut? Call 105
Alternatively you can find your local distribution company on https://www.powercut105.com/FindOperator
If you have contacted your local energy distributor and they have advised the problem is at your meter point, please contact us and we will be able to assist. Contact our customer care team on 0330 111 5050 if your emergency occurs between the hours of 9am – 5pm, Mon-Fri. Outside of these hours, please email emergency@so.energy and someone will be in contact to assist you further. Please include your account number, name and contact details as well as a short description of the issue.

Please note, this email address is monitored from 8am - 10pm Mon – Sat, and 8am - 5pm on Sundays. Only emails relating to emergency situations will receive a response. If your email reaches us later than these hours, you will receive a response the following day.