Find out what to do if:

• you can smell gas or think there's a gas leak
• you've had a power cut or gas outage
• you have any other kind of emergency

If you can smell gas or think there's a gas leak

Go outside, then call the National Gas Emergency Service on 0800 111 999 to report a suspected gas leak. They'll advise you from there.

Stay safe by following this advice:

• open your doors and windows so the gas can escape
• don't smoke or use matches or cigarette lighters
• don't turn light switches or anything electrical on or off, including mobile phones
• don't go into confined spaces, such as small cellars or attics
• if you can, turn off your gas supply at the meter and leave it switched off until you're sure it's safe to turn it back on again

Don't go back inside until the National Gas Emergency Service have given you the all clear.

Power cuts and gas outages

There are some things to check first if you have:

If you’ve had a power cut

Call 105 to reach your local network operator. They should be able to tell you if there’s a problem in your area, and when it’ll be fixed.

If you’ve lost power to part of your home, or your local network operator says your area isn’t affected by a power cut, it’s likely you’ve got a tripped fuse.

If your gas has stopped working

You should contact a Gas Safe registered engineer if either:

• there’s an error message on your boiler
• you have more than one gas appliance but not all of them have stopped working - for example, if your boiler is working but your gas hob isn’t
  
  

You can find a local engineer on the Gas Safe Register.

If there’s no error message on your boiler, and all your gas appliances have stopped working, get in touch with your network operator - they’ll be able to tell you if there’s a gas outage in your area. 

If there’s no outage in your area, and there’s nothing wrong with your boiler, get in touch and we’ll see if we can help.

Get in touch if you have any other kind of emergency

• call us on our emergency number 0333 0165 542
• email help@tulo.energy
  
  

Getting in touch outside of working hours

If you're off supply due to a suspected meter fault outside of normal working hours, we're here to help.

Please email help@tulo.energy with the subject line "Meter Fault" and include the following details in the body of your message:

1. Your full name
2. Your address
3. Your account number
4. A brief description of the issue (e.g. Electricity Meter not Working)

A member of our team will be in touch within 24 hours to assist you. 

Important: If we attend the property and find the issue isn't with the meter but with an appliance in the property (like a boiler), you may be charged for the call out fee.