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Help guides

No heating or hot water? Here's information on who to call if you need gas safety help

3 min read

Everything in your home that uses gas, like your boiler or cooker, should be fitted and checked by a Gas Safe registered engineer at least once a year. 

Gas appliances that aren’t working properly can be dangerous. That’s why we arrange a free annual gas safety check for all the homes we rent out. 

One of our gas safety partners, TSG Building Services and Sureserve Compliance South, depending on where you live, will carry out the check. It takes around 40 minutes and helps prevent gas leaks, fires, explosions, or carbon monoxide poisoning. 

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

What if I am a homeowner? 

  • If you own your home, it’s your responsibility to arrange this check each year. 

New gas safety contractors  

As part of our ongoing investment in your home, we’re introducing two new gas safety contractors from 18 August 2025. This means the contact details for reporting gas safety issues have changed. 

To report a gas safety issue, please contact:  

TSG Building Services if you live in London: 0800 781 2739 or email [email protected] 

  • We've listed the first part of the postcodes below;

    · BR1, BR2, BR3, BR5, BR6, BR7

    · CR0, CR2, CR3,CR8

    · DA6, DA8, DA14, DA15

    · E13, E14

    · HA0, HA1, HA2, HA3, HA4, HA5, HA6, HA7, HA8, HA9, HP7

    · KT1, KT8, KT10, KT11, KT12, KT22,

    · NW1, NW2, NW3, NW5, NW6, NW8, NW9, NW10

    · RH1, RH4, RH5, RH6, RH11, RH12, RH13, RH14, RM1, RM3

    · SE13, SE18, SE19S, SE20, SE23, SE25, SE26, SL1, SL2, SL3, SL4, SL5, SL6

    SW16, SW1X, SW5, SW6

    · TN2, TN4, TN16, TN35, TW1, TW2, TW3, TW4, TW5, TW7, TW8, TW9, TW11

    TW12, TW13, TW14

    · UB1, UB2, UB3,UB4, UB5, UB6, UB7, UB8, UB9, UB10

    · W1, W2, W3, W4, W5, W6, W7, W9, W10, W11, W12, W13, W14, W1F, W1T, W1U, W1W

Sureserve Compliance South if you live outside of London: 020 8138 9766 or email [email protected].   

  • We've listed the first part of the postcodes below;

    · BN21, BN8, BS1

    · GU1, GU2, GU6, GU8, GU12, GU14, GU15, GU16, GU23, GU26, GU33, GU34, GU51

    · KA9, KT13, KT15, KT16

    · MK2

    · OX1, OX2, OX3, OX4, OX9, OX10, OX11, OX14, OX15, OX16, OX18, OX28, OX29, OX33, OX39

    · PO7, PO9, PO14, PO17, PO18, PO19, PO20

    · RG1, RG2, RG4, RG5, RG6, RG7, RG9, RG12, RG14, RG17, RG18, RG19, RG20, RG21, RG24, RG26 RG30, RG31

    · SN3, SN4, SO15, SO21, SO22, SO23, SO24, SO30, SO31, SO32, SO50, SO53, SP1, SP2, SP3, SP4

    · TW15, TW16, TW17, TW18, TW19, TW20

Gas response times

  • Emergency - attend within 4 hours and make safe (e.g. water leak from boiler, heating pipework or radiators)

  • Emergency – attend within 24 hours (total loss of heating or hot water)

  • Urgent – attend within 7 calendar days (partial loss of heating or hot water)

  • Routine (non-urgent) – 28 calendar days

Gas safety checks in the homes we manage 

What we check in the homes we manage:  

  • Service boilers to ensure they’re working safely and efficiently 

  • Flues to confirm gases are being safely removed 

  • Visible gas pipework for signs of leaks or corrosion 

  • Ventilation around appliances 

  • Carbon monoxide alarms to make sure they’re working properly 

If you have installed your own cooker, it is your responsibility to ensure it receives an annual service. However, the Gas Safe engineer will still carry out a visual inspection during their visit. 

What we check in shared areas of all our buildings: 

  • Large boilers and heating systems to ensure safe operation 

  • Gas pipes for any signs of damage or leaks 

  • Flues to ensure gases are safely removed 

  • Carbon monoxide alarms to check they work properly 

  • Ventilation in plant rooms to prevent gas build-up 

  • Emergency gas shut-off valves and safety signage to ensure they’re clear and accessible 

How will I know when my gas safety check is due? 

You’ll receive a letter from TSG Building Services or Sureserve Compliance South to arrange your appointment. Please respond promptly and allow access so we can complete the check and keep your home safe. 

What to do if you smell gas: 

  • Turn off the gas at the meter 

  • Open windows and doors 

  • Don’t use switches or naked flames 

  • Call the National Gas Emergency Service immediately on 0800 111 999 

  • Let us know by calling 0800 432 0077 

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