We have a red, amber, green traffic light system so that you have clear and realistic timescales when booking repairs and know how long we expect it will take us to get to you.

The system will also be used in other exceptional circumstances that affect our ability to operate such as floods and high winds.

We'll always prioritise our most vulnerable customers and your situation will be assessed when you call us to report your repair. Click below to view the different statuses.

Our current service status is: GREEN

What does the traffic light system mean?

We should deliver a normal service and attend repairs within our published service standard timeframe.

During this period our service standards will be:

Gas repairs:
Emergency: within two hours
Urgent: within 24 hours
Routine: within 14 days

Repairs
Emergency: within 24 hours.
Routine: within 20 working days

For routine appointments you’ll be allocated one of the time slots below:

Morning slot: 8AM – 12PM

Afternoon slot: 12PM – 5PM

All day slot: 8AM- 5PM

Due to events beyond our immediate control or due to extreme weather forecast, it is likely that our service will be affected. We'll use information from the Met Office to plan and respond to any potential impact of the severe weather forecast.

During this period our service standards will be:

Gas repairs:
Emergency: within four hours
Urgent: within 48 hours
Routine: within 14 days

Repairs:
Emergency: within 48 hours
Routine: within 25 working days

For routine appointments you’ll be allocated one of the time slots below:

Morning slot: 8AM – 12PM

Afternoon slot: 12PM – 5PM

All day slot: 8AM- 5PM

Exceptional events including severe weather causing major disruption. It is highly likely our repair partners will suffer disruption with both the volume of repairs and reaching affected areas. 

During this period our service standards will be:

Gas repairs:
Emergency: within four hours
Urgent: within 72 hours
Routine: within 25 days


Repairs:
Emergency: within 72 hours
Routine: within 28 working days

For routine appointments you’ll be allocated one of the time slots below:

Morning slot: 8AM – 12PM

Afternoon slot: 12PM – 5PM

All day slot: 8AM- 5PM