Gas Suppliers

What to know first

Here are the most important points to understand before comparing gas suppliers, checking a bill or arranging gas work.

Could switching gas supplier suit you?

A switch may be worth exploring if another tariff offers a lower estimated annual cost, more suitable terms or a service you prefer. Availability depends on your address, meter, usage and payment method. For physical heating changes, only a property-specific assessment can establish design, performance, permissions or suitability.

Introduction

Gas suppliers sell gas to households and send the bill. They sit within a wider system that brings gas into the country, moves it through national and local networks and governs appliance safety. Knowing those roles helps you contact the right organisation about a tariff, bill, supply problem or appliance.

This guide is for domestic consumers. Most tariff, price-cap, switching and complaint information covers Great Britain - England, Scotland and Wales - where Ofgem regulates the retail market. Northern Ireland has separate suppliers, regulation and complaint routes, identified where relevant.

Clearwise provides general information, not a recommendation for your account or property. Tariffs and support depend on current terms and circumstances. Gas work should be carried out by a Gas Safe registered engineer qualified for the appliance and task.

What gas utilities are and why they matter

The gas system links production and imports to your home. National Gas Transmission moves gas through Great Britain's high-pressure National Transmission System. Regional networks reduce the pressure and carry it towards properties. Your supplier buys gas and related services, manages your account and bills you.

• Heating: boilers and gas fires can warm rooms.

• Hot water: boilers or water heaters can supply taps and showers.

• Cooking: some homes use gas hobs or ovens.

• Industry and power: gas is also used beyond homes.

A billing error normally goes to the supplier; a network emergency goes to the national emergency service; and appliance work goes to a suitably qualified Gas Safe registered engineer. Choosing the right route reduces delay and unsafe DIY.

The role of natural gas in everyday life

Natural gas remains widely used for heating and hot water. Your cost depends on the tariff, standing charge, use, weather, insulation and controls. Burning gas releases carbon dioxide, while production and transport can add further greenhouse-gas emissions.

Gas can provide responsive heat, but it is not always the cheapest or most efficient option. Electric resistance heating, heat pumps and district heat work differently, so compare whole-system costs, property suitability, comfort and current prices rather than fuel rates alone.

Key players in the UK gas market

Producers, shippers, terminals and metering companies also play roles, but households usually deal with a supplier, engineer, advice service or emergency line.

Ensuring safety and reliability

Ofgem regulates the Great Britain retail market and licensed networks. HSE oversees much gas safety law in Great Britain; HSENI has the corresponding Northern Ireland role. Gas Safe Register keeps the official register of gas businesses and engineers.

Registration is essential, but engineers are qualified for specific categories of work. Check the business and the back of the engineer's Gas Safe ID card before work starts.

Who is this guide for?

This guide is for homeowners, tenants, landlords and bill payers who want to understand domestic gas supply, tariffs, bills, meters, safety and support. A supplier may need consent before discussing another person's account.

What this guide covers

• How gas reaches homes and who is responsible.

• Tariff types, comparisons and switching.

• How switching works without interrupting supply.

• Bills, meter readings and gas-use calculations.

• Reducing use without compromising safety.

• Maintenance, emergencies and carbon monoxide.

• Consumer rights, payment support and complaints.

• Current schemes across the four UK nations.

• Checks before accepting a tariff or gas work.

By the end, you should be able to check your account, recognise key safety warnings and find the right official route.

Understanding gas supply in the UK

Household gas comes from a changing mix of domestic production, pipeline imports, liquefied natural gas and storage. The balance responds to demand and market conditions, so current official statistics are more reliable than a fixed percentage.

Where the UK's gas comes from

Great Britain receives gas from the UK Continental Shelf, pipelines linked to Norway and Europe, LNG terminals and storage. Liquefied natural gas, or LNG, is cooled for shipping and converted back into gas at a terminal. The mix varies with production, weather, maintenance, demand and prices.

• Domestic production from the UK Continental Shelf.

• Pipeline imports, especially from Norway.

• LNG delivered by ship to terminals in England and Wales.

• Gas released from storage.

• Interconnector flows with nearby markets.

Multiple routes support resilience but do not remove price risk. Wholesale costs can respond to disruption, cold weather, outages, currency movements and international demand, and may later affect tariffs.

The distribution network

National Gas Transmission owns and operates Great Britain's high-pressure National Transmission System. It carries gas from entry points and storage to large users and four regional distribution networks, which reduce pressure and move gas towards homes.

1. Gas enters from a terminal, interconnector or storage site.

2. The high-pressure network carries it across Great Britain.

3. It enters a regional network at an offtake point.

4. Pressure is reduced before gas reaches local mains.

5. A service pipe connects the main to the property meter.

Suppliers usually do not own the pipes outside your home. They handle accounts and arrange metering, while a distribution network handles many local faults and emergencies.

Northern Ireland has separate transmission, distribution and retail arrangements. Check the Utility Regulator, your supplier and the network details on your bill rather than assuming Great Britain rules or contacts apply.

Balancing demand and supply

Gas demand changes through the day and rises in cold weather. Market participants match gas entering the network with gas used or stored, while National Gas Transmission keeps the physical GB system within safe pressure limits.

Storage, imports, LNG, domestic production and demand response can all help meet peaks. In a severe emergency, households should follow official instructions rather than wholesale-market alerts.

Gas as a transitional fuel

Burning gas releases carbon dioxide. It may have lower combustion emissions than some fossil fuels, but methane leakage and other supply-chain emissions also matter, so gas is not zero-carbon.

Biomethane can be injected into the grid when it meets technical requirements. It mixes with other gas, so a green tariff normally relies on contractual matching, certificates, purchasing or offsets. Check exactly what the supplier's claim covers.

Hydrogen may have future roles, but households should not assume existing boilers or local networks will convert. Compatibility, safety standards, network decisions and government policy still matter, so base decisions on current arrangements.

Keeping it all regulated

Ofgem regulates licensed suppliers and networks in Great Britain, including consumer rules, price-cap methodology and enforcement. Individual complaints start with the supplier or network and may later go to the Energy Ombudsman.

The Utility Regulator performs the energy-regulation role in Northern Ireland. Its price, switching and complaint framework is separate; consumers normally complain to the supplier first, then seek help from the Consumer Council.

Safety law sits alongside market regulation. Gas work must be done by a registered business using an engineer qualified for the task, while network operators have separate safety duties.

Types of gas tariffs

A tariff sets the prices and terms used to calculate your gas bill. Total cost depends on the unit rate, standing charge, annual use, discounts, exit fees, payment method and whether prices can change.

Great Britain offers gas-only and dual-fuel tariffs. Northern Ireland has a separate, smaller market and different price controls; Ofgem's cap figures do not apply there.

The importance of choosing the right tariff

• Price certainty: a fixed rate lasts for a stated term.

• Flexibility: a variable tariff may have no exit fee.

• Total cost: compare standing charge and unit rate.

• Payment method: Direct Debit, credit and prepay rates differ.

• Service: consider accessibility, support and account tools.

• Green claims: check biomethane, certificates and offsets.

Use your actual annual consumption where possible. A typical-use figure is only a guide; your bill changes with the gas you use.

Common tariff types

Fixed-rate tariffs

A fixed tariff holds the agreed unit rate and usually the standing charge for a stated term. Your monthly payment still changes with use. Fixed rates aid predictability, but exit fees may apply and the deal can become uncompetitive if market prices fall.

Check the end date, what follows and whether an exit fee applies to each fuel before switching.

Standard variable tariffs

A standard variable tariff has no fixed end date and rates can change. In Great Britain, a default tariff is normally price-cap protected. The cap limits unit rates and standing charges, not the total bill.

These tariffs are often easier to leave, but rates can change. Read supplier notices and compare current fixed options.

Prepayment tariffs

Prepayment requires credit before gas is used. Smart accounts may be topped up online or by app; older meters may use a card or payment point. Standing charges continue, so credit can fall even with no use.

Prepayment can help budgeting but risks self-disconnection. Suppliers must offer defined credit support and follow safeguards before imposing prepayment for debt. Contact them early if you cannot top up or access the meter safely.

Green or renewable gas tariffs

A green gas tariff may use biomethane certificates, matched biomethane purchasing, project support or offsets. It does not mean renewable gas is physically routed to your home because gas mixes in the network.

Ask what share is matched, which certificates or offsets are used and what emissions the claim covers. The Green Gas Support Scheme supports eligible GB biomethane producers; it is not a household tariff label.

Comparison table of key tariff features

Factors influencing your tariff choice

• Your annual gas use, taken from a recent bill or account.

• Unit rate and standing charge for your region and payment method.

• Any exit fee on the current or proposed tariff.

• The fixed term, tariff end date and rules after the term ends.

• Whether a discount depends on online billing or Direct Debit.

• How the supplier handles accessibility and Priority Services Register needs.

• Customer-service record and complaint routes, not ratings alone.

• Whether a comparison service covers the whole market or only participating firms.

Check the postcode, supplier, tariff, meter, payment method and annual use entered into a comparison. Keep the rates and terms you accept; a headline saving is not personal until based on your data.

Comparing and switching suppliers

Switching changes the company that bills you; it normally does not change the pipes, meter position or physical supply. The new supplier coordinates the transfer and gas should remain on.

Why compare suppliers?

People switch for cost, a fixed term, lower exit fees, accessibility, account tools or service. No supplier is best for every household.

Compare more than the monthly Direct Debit, which is only a forecast. Use the same annual consumption to compare unit rate, standing charge, tariff term and estimated annual cost. Check gas and electricity separately for dual fuel.

Switching process overview

1. Find a bill and note the tariff, meter, payment method and annual use.

2. Check the end date, exit fee and any debt or credit.

3. Compare tariffs using the same consumption and review the terms.

4. Accept the chosen tariff and keep its summary and rates.

5. Give an opening meter reading when requested.

6. Check both suppliers use the same transfer reading.

7. Confirm credit, Direct Debit and support arrangements.

Ofgem says a Great Britain switch should take up to five working days unless you choose later. Most new domestic contracts can be cancelled within 14 days, although energy used after supply starts remains payable.

A switch does not automatically settle an old balance or close an existing complaint. The previous supplier remains responsible for its final bill and any credit refund, while the complaint continues through the usual process.

Key considerations when switching

• Exit fees: deduct them from any headline saving.

• Debt: some balances can block or delay a switch.

• Prepayment: qualifying debt may transfer with the account.

• Smart operation: the meter may temporarily lose smart mode.

• Final readings: photograph the meter and date.

• Credit: check the final bill before cancelling payments.

• Sales claims: confirm them in the contract summary.

• Coverage: ask which suppliers and tariffs are included.

Tell both suppliers about debt before applying. In Great Britain, credit-meter debt older than 28 days can block a switch; prepayment debt up to £500 per fuel can usually transfer under the debt process. Check current rules for your account.

Consumer protections

Great Britain guaranteed standards can require automatic compensation for defined failures, including delayed or erroneous switches and some final-bill or credit-refund delays. Check current Ofgem amounts and conditions.

If an unchosen supplier sends a welcome letter, contact both suppliers. Keep contracts, notes, screenshots and readings, and do not ignore bills while an erroneous transfer or sales issue is corrected.

If a Great Britain supplier fails, Ofgem appoints a replacement and protects supply and household credit balances. Take a reading and wait for the appointed supplier before choosing another deal.

Additional support for vulnerable customers

Great Britain suppliers and network operators keep Priority Services Registers for people who need extra help because of age, disability, health, pregnancy, young children, communication needs or temporary circumstances.

• Accessible bills, such as large print or braille.

• A password for home visits.

• A nominated account contact.

• Meter-reading help or safer access where possible.

• Priority help during emergencies where practicable.

• Help reconnecting after an interruption.

Registration may not transfer when you switch, so tell the new supplier what you need. In Northern Ireland, ask about equivalent customer-care arrangements.

Reading and understanding your gas bill

A gas bill records how the supplier calculated what you owe. Checking it can reveal an estimated reading, wrong tariff, missing payment, unexpected balance or unsuitable Direct Debit.

Why it matters

Gas use is seasonal, so winter bills can be much higher. A monthly Direct Debit spreads estimated annual cost and is not the cost of gas used that month. Read balances alongside recent readings and expected winter use.

If a bill looks wrong, identify whether the reading, period, rates, meter serial number or account balance caused it. This makes a complaint easier to evidence.

Common bill components

• Account, supply address and billing period.

• Previous and current readings, marked actual or estimated.

• Meter serial number and metric or imperial type.

• Gas volume and conversion into kWh.

• Unit rate and kWh charged.

• Standing charge and days billed.

• Domestic gas VAT, normally 5%.

• Payments, credits, debt and closing balance.

• Tariff, end date, exit fee and annual use.

• Supplier and complaint contacts.

Estimated vs. actual readings

An estimated bill uses a calculation rather than a fresh reading. Repeated estimates can build a large credit or debt. Submit a current reading when an estimate is wrong and keep a photograph of the display and serial number.

A communicating smart meter can reduce estimates, but check the reading used. Faults, a recent switch or an account mismatch may stop automatic readings; the supplier can confirm what it receives.

Standing charges and unit rates

The standing charge applies daily; the unit rate applies to each kWh. Standing charges matter more proportionately for low use, while unit rates matter more as use rises. Compare both with your annual consumption.

In Great Britain, Ofgem caps default-tariff rates, which vary by region, payment method and meter. Fixed tariffs do not change with each cap period. Northern Ireland uses different price controls.

Sample bill breakdown

Meters measure volume, while bills charge kWh. For metric meters, suppliers apply the calorific value and correction factor, then divide by 3.6. Imperial readings are first converted to cubic metres. The bill should show enough information to check the calculation.

Tips for checking and reducing your bill

1. Match the meter serial number on the bill to the meter at the property.

2. Check whether the opening and closing readings are actual, customer or estimated readings.

3. Confirm the tariff name, unit rate, standing charge and dates match your contract.

4. Compare the billed kWh with the same period last year, allowing for weather and household changes.

5. Check payments, refunds and credits have been allocated to the correct account.

6. Contact the supplier promptly with evidence if a reading or rate is wrong.

Great Britain back-billing rules generally prevent recovery for energy used more than 12 months earlier when it was not accurately billed. Exceptions can apply if the customer obstructed access, ignored payment requests or stole energy. Ask which dates and rule the supplier used.

Gas metering basics

Your gas meter records volume. The supplier converts it into kWh and applies the tariff. Knowing the meter type, serial number and reading format helps prevent billing errors.

What is a gas meter?

A domestic meter may sit outside, in a hallway or in a cupboard near the incoming pipe. It can display cubic metres, hundreds of cubic feet or digits. Do not move, open or repair it yourself.

A reading is not a leak test. Unexpected use can reflect weather, appliances, a wrong reading or a fault. If you smell gas or suspect a leak, follow the emergency procedure rather than watching the meter.

Types of gas meters

Reading your meter

1. Check the meter serial number so you do not read a neighbour's or another unit's meter.

2. For a metric or imperial counter, read whole black digits from left to right.

3. Ignore digits shown in red and digits after a decimal point unless the supplier says otherwise.

4. For a dial meter, record each dial in the direction shown by the manufacturer instructions.

5. For a smart or prepayment display, use the correct button sequence for the meter model.

6. Photograph the reading and submit it through the supplier's stated channel.

The in-home display is not the meter. It estimates cost and shows usage, while the meter records the billing reading. If they disagree, use the meter and contact the supplier.

Smart meters and their benefits

A communicating smart meter can send readings, reduce estimates and show frequent usage information. It may also support smart prepayment, although most time-of-use tariffs focus on electricity.

Smart meters do not reduce use by themselves. Communications can fail because of signal, equipment or account issues. Suppliers must take reasonable steps to restore smart operation, but appointments and technical solutions vary.

Smart installation normally has no separate upfront charge, although rollout costs form part of bills. Ask what will be replaced, whether gas is briefly turned off and how prepayment or display problems will be handled.

Maintaining and troubleshooting meters

• Keep the meter area accessible, dry and free from stored items.

• Do not paint over vents, seals, labels or the meter display.

• Report a damaged box, loose equipment or unreadable display.

• Contact the supplier about readings, billing and most meter appointments.

• Use the emergency number immediately for a suspected gas escape.

• Never break a seal, bypass a meter or attempt to move it yourself.

If you suspect inaccuracy, ask the supplier about testing and possible charges. First check the serial number, tariff, dates and recent changes in use. Keep heating safely unless an appliance or emergency professional says otherwise.

Saving energy and reducing costs

Reducing gas use can lower cost, but results depend on tariff, home, weather and routines. Avoid waste without creating damp, poor ventilation or unsafe appliance operation. Health and temperature needs may change the balance.

Why energy-saving matters

Most domestic gas is used for heating and hot water. Reducing heat loss or improving controls can therefore matter more than small cooking changes. Each saved kWh is worth the current unit rate, while the standing charge usually remains.

Energy use and cost differ. A cheaper tariff can lower cost without reducing consumption; insulation can reduce consumption even if prices rise. Track both.

Practical tips for everyday savings

• Set heating around when the home is occupied.

• Avoid heating unused rooms like living spaces.

• Use working thermostatic radiator valves where suitable.

• Close curtains without covering radiators or vents.

• Use hot water carefully and repair dripping taps.

• Keep radiators clear of furniture and covers.

• Follow control instructions rather than repeatedly overriding them.

• Submit readings and review regular use.

Lowering the thermostat may reduce use, but no setting is safe for everyone. Comfort, health, the building and weather matter. Make small changes and seek health advice where a condition affects temperature needs.

Home improvements

Insulation and draught reduction can slow heat loss. Options include loft, wall and floor insulation, draught-proofing and glazing. Suitability depends on construction, moisture, ventilation and condition; poorly specified work can create damp, so use an appropriate assessment.

Heating controls can improve timing and room-by-room control. Servicing supports safety but does not guarantee lower bills. Boiler replacement or a heat pump involves cost, design, heat demand, emitters, hot water and grants, so needs a property-specific assessment.

Tenants should ask the landlord before alterations; leaseholders may need freeholder consent. Funded work can require assessments, approved installers, guarantees and evidence.

Table of potential cost savings

Behavioural changes for long-term results

Simple, visible changes are easier to sustain. Set a realistic schedule, record regular meter readings and compare similar weather periods. Most households can start with year-on-year kWh and notes about major changes.

Avoid unsafe shortcuts. Do not block permanent vents, seal a flue opening, dry clothes directly on an appliance or use a gas cooker to heat a room. Fuel-burning appliances need correct ventilation and combustion air.

Monitoring and reviewing your usage

1. Record the date and gas meter reading at regular intervals.

2. Note major changes such as a new occupant, appliance, working pattern or insulation.

3. Compare kWh rather than only pounds, because tariff rates change.

4. Investigate a persistent unexplained rise by checking bills, controls and appliances.

5. Review the tariff at the end of a fixed term or after a material price change.

An unusual reading is not proof of a leak or faulty meter. For a gas smell, CO alarm, soot, repeated shutdown or illness, use the safety guidance. For efficiency questions, an energy or retrofit assessor can examine the property.

Gas appliance maintenance

Gas appliances rely on correct installation, ventilation, combustion and flue operation. Maintenance can identify faults, but must be done by someone legally allowed and qualified for the appliance.

Why regular maintenance matters

HSE strongly advises Great Britain homeowners to have gas appliances, flues and pipework maintained and serviced at least annually by a Gas Safe registered engineer. This owner-occupier guidance differs from landlords' legal duties.

A service and a landlord gas safety check are not the same, and neither prevents later faults. Follow instructions, act on warnings and keep records.

Common gas appliances and their maintenance needs

• Boilers: combustion, seals, controls, flue and condensate arrangements.

• Gas fires: ventilation, flue or chimney, burner and signs of spillage.

• Cookers and hobs: flame stability, ignition, ventilation and secure connections.

• Water heaters: combustion, flue performance and safe hot-water operation.

• Warm-air units: burner, ducting, controls and ventilation.

The engineer must be qualified for the fuel and appliance. Boiler registration may not cover every cooker, fire or LPG appliance, so check the ID card or register.

Best practices for homeowners

• Keep manufacturer instructions and service records together.

• Arrange work before a known service date rather than after a fault.

• Keep permanent vents and flues clear.

• Test carbon monoxide alarms as the manufacturer directs.

• Do not remove appliance covers or attempt gas repairs.

• Ask for a written description of faults and completed work.

Do not use an appliance you know or suspect is unsafe. Turn it off until a qualified Gas Safe registered engineer checks it, and use the emergency line for a gas smell or immediate danger.

Responsibilities for landlords

In England, Scotland and Wales, many landlords must arrange annual checks, maintain gas fittings and give tenants the record. Existing tenants receive it within 28 days; new tenants before moving in. Records must be retained as required.

Duties depend on the tenancy, property and appliance ownership, and cannot be transferred to a tenant by contract. Northern Ireland landlords should use current HSENI and nidirect guidance.

Carbon monoxide alarm duties differ by nation and tenure, so landlords should check the rules for the property.

Warning signs and how to respond

• An appliance repeatedly shuts down or a pilot light will not stay lit.

• Soot, scorching, staining or unusual condensation appears nearby.

• A carbon monoxide alarm sounds or occupants develop matching symptoms.

• A flame or appliance behaves differently from its normal operation.

• The flue, casing, control or connection appears damaged.

• There is a gas smell or hissing near gas equipment.

These signs do not diagnose a particular fault. Stop using the appliance if it may be unsafe and arrange a check. For a gas smell or suspected escape, ventilate, avoid flames and electrical switches, leave if needed and call the relevant emergency number.

Importance of using Gas Safe registered engineers

A business carrying out gas work must be on the Gas Safe Register. When the engineer arrives, check the photograph, expiry date, licence number and the categories listed on the back of the card. You can verify the details through the official website or helpline.

Ask for the work, price, parts, commissioning details and warranty in writing. Registration does not replace a clear quote. If work appears unsafe, stop using the appliance and contact Gas Safe Register or the safety authority.

Health and safety guidelines

Gas safety depends on the network, appliance, ventilation and flue working correctly. Do not investigate or repair suspected faults yourself. Use the emergency service for an escape and a qualified Gas Safe registered engineer for appliance work.

Best practices for gas safety

• Keep appliances maintained in line with official and manufacturer guidance.

• Do not block air vents, flues or chimneys.

• Use appliances only for their intended purpose.

• Keep combustible materials away from fires, boilers and cookers.

• Install and test audible carbon monoxide alarms.

• Check an engineer's Gas Safe registration and appliance categories.

• Teach household members where to leave and who to call in an emergency.

A CO alarm adds protection but does not replace maintenance. Flame colour alone does not prove safety. Treat an alarm, gas smell, soot or illness as a reason to act, not diagnose.

Emergency procedures

1. Get fresh air by opening doors and windows if it is safe to do so.

2. Extinguish naked flames and do not smoke.

3. Do not operate electrical switches, plugs, phones or doorbells inside the affected area.

4. Turn off the emergency control valve at the meter only if you know how and it is safe; do not enter a basement or cellar to do this.

5. Leave the property if the smell is strong, anyone feels unwell or you are unsure.

6. Call 0800 111 999 in England, Scotland or Wales, or 0800 002 001 in Northern Ireland.

7. Follow the emergency operative's instructions and do not turn the gas back on until it is declared safe.

Gas Safe Register

Gas Safe Register is the official registration body for gas businesses and engineers in the United Kingdom, Isle of Man, Jersey and Guernsey. It shows whether a business is registered and an engineer is qualified for the appliance or fuel.

Do not rely on a logo. Check the online register and ID card, which should match the engineer and list their work categories.

Common misconceptions

• No smell does not rule out carbon monoxide, which has no smell.

• A recently serviced appliance can still develop a later fault.

• A landlord safety check is not identical to a full service.

• A smart meter cannot detect every gas or appliance problem.

• Opening a window is not a repair for an unsafe appliance.

• A cooker must not be used as a room heater.

If you are unsure whether a situation is an emergency, move to fresh air and call the relevant emergency service.

Carbon monoxide awareness

Carbon monoxide, or CO, is a poisonous gas produced by incomplete burning of fuels such as gas, oil, coal or wood. It has no colour or smell. Exposure can cause serious illness or death.

Understanding the danger

CO reduces the blood's ability to carry oxygen. Risk depends on concentration, exposure time and health. Causes can include faulty appliances, blocked flues, poor ventilation or combustion equipment used in an enclosed space.

Natural gas is given an odour; CO has none. You can have a CO hazard without a gas smell, or a gas escape without CO symptoms. Both need prompt action.

Sources of carbon monoxide

• Gas boilers, fires, cookers and water heaters that are not operating safely.

• Wood, coal, oil or paraffin appliances and open fires.

• Portable generators or engines used in enclosed spaces.

• Barbecues, camping stoves or patio heaters used indoors or in tents.

• Blocked, leaking or poorly maintained chimneys and flues.

Symptoms of CO poisoning

• Headache, dizziness or feeling sick.

• Weakness, unusual tiredness or confusion.

• Chest or muscle pain.

• Shortness of breath.

• Loss of vision or loss of consciousness.

Symptoms may worsen in a room and improve outside. Several people or pets becoming unwell can be a warning, but the signs are not specific, so medical assessment is needed.

Preventive measures

• Use registered and appropriately qualified engineers for gas work.

• Maintain appliances, flues and chimneys as advised.

• Keep required ventilation openings clear.

• Fit an audible CO alarm in each room containing a fuel-burning appliance.

• Test alarms and replace batteries or units as the manufacturer directs.

• Never use a barbecue, camping stove or generator indoors.

Alarm duties differ by nation and tenure. Use an alarm meeting the relevant standard and place it as instructed. It is an added warning device, not evidence that an appliance is safe.

What to do if you suspect CO poisoning

1. Stop using the suspected appliance if you can do so without delay or risk.

2. Go outside into fresh air and do not re-enter until you have advice.

3. Call NHS 111 if you think someone may have been exposed and needs medical advice.

4. Call 999 for severe breathing difficulty, sudden confusion, loss of consciousness, marked weakness, or chest or muscle pain.

5. Call the gas emergency service if a gas appliance may be involved.

6. Have the appliance and flue checked before they are used again.

Consumer rights and protections

Domestic consumers have protections for contracts, billing, payment difficulty, switching, vulnerability and complaints. The route depends on your nation and whether the issue concerns a supplier, meter, network or gas work.

Regulatory bodies

Ofgem regulates energy in Great Britain, enforces supplier licence rules and administers the price cap. It does not normally decide household complaints; the Energy Ombudsman can review qualifying unresolved disputes.

The Utility Regulator oversees Northern Ireland energy. Consumers normally complain to the supplier, then contact the Consumer Council. The regulator can determine certain disputes within its powers.

Key consumer protections

• Clear contract information before a domestic tariff is agreed.

• A 14-day cancellation period for most new Great Britain domestic contracts.

• Switching standards and compensation for defined failures in Great Britain.

• Price-cap protection for Great Britain default tariffs.

• Back-billing protection in defined Great Britain circumstances.

• Rules requiring suppliers to consider ability to pay.

• Complaint procedures and independent escalation routes.

• Continuity arrangements if a Great Britain supplier fails.

Rights do not guarantee a refund or compensation. The facts, dates, account and rule determine the outcome. Ask which contract term or rule the supplier relies on and keep its response.

Protections for vulnerable customers

Suppliers must consider circumstances when dealing with debt. In Great Britain they must work with customers on an affordable plan. Ask about payment reviews, more time, a break, hardship support and reducing use.

The Priority Services Register provides free practical support and can cover temporary needs. Tell the supplier about communication, mobility, medical equipment, age, pregnancy, young children or other relevant circumstances.

Involuntary prepayment has extra safeguards and should be a last resort. Suppliers must try repeated contact and assess vulnerability. Contact the supplier, Citizens Advice or energyadvice.scot if you believe the rules were not followed.

Understanding your billing rights

You can ask how a bill was calculated. Check readings, dates, kWh, rates, standing charges, payments and serial number. After a correction, request a revised statement linking old and new balances.

Great Britain suppliers have rules for final bills and credit refunds. Defined delays may trigger automatic compensation; check current Ofgem time limits and amounts.

For old charges, ask the supplier to apply back-billing rules. The 12-month protection has exceptions, so provide readings, access records and earlier contact.

Handling unfair treatment

1. State the problem clearly and the remedy you want.

2. Provide readings, bills, dates, contract terms and payment evidence.

3. Ask for reasonable adjustments or accessible communication if needed.

4. Use the supplier's formal complaint procedure and obtain a reference.

5. Escalate through the correct Great Britain or Northern Ireland route.

For misleading sales information, keep the advert, quote, recording or screenshot. Redress is not automatic. Serious fraud or identity theft may also need official fraud or police reporting.

Government schemes

Energy-bill and home-improvement support is spread across schemes. Eligibility depends on nation, income, benefits, age, property, EPC, heating system, supplier and budget. Check the current official page before relying on support or starting work.

Warm Home Discount

The Warm Home Discount is a £150 discount on an eligible electricity bill for winter 2026 to 2027. As at 1 September 2026, the scheme is closed and due to reopen in October 2026. It covers England, Wales and Scotland, not Northern Ireland.

England and Wales usually use data matching, while some Scottish customers may need to apply through their supplier. A dual-fuel supplier may agree to put the discount on the gas account. Check current eligibility, suppliers and deadlines.

Winter Fuel Payment

For winter 2026 to 2027, Winter Fuel Payment covers eligible people in England, Wales and Northern Ireland born on or before 27 June 1960. It pays £100 to £300 depending on circumstances, usually automatically in November or December.

HMRC will recover the payment where an individual's total income exceeds £35,000. Scotland uses Pension Age Winter Heating Payment instead; use Social Security Scotland guidance.

Cold Weather Payment

Cold Weather Payment is triggered for eligible people when the recorded or forecast average local temperature is 0°C or below for seven consecutive days. It covers England, Wales and Northern Ireland; Scotland uses Winter Heating Payment instead.

As at 1 September 2026, GOV.UK still shows the 2025 to 2026 period. Check again for confirmed 2026 to 2027 dates and amounts. Payments are normally automatic, but changes may need reporting.

Energy Company Obligation (ECO)

ECO4 is a Great Britain supplier obligation for qualifying energy-efficiency and heating measures. Its end date is extended to 31 December 2026, without higher overall targets, to support completion and remediation.

The extension does not create a household entitlement. Suppliers choose delivery routes and checks still apply. Confirm the measure, contribution, assessment, installer, guarantees and complaint route in writing. The Great British Insulation Scheme ended on 31 March 2026.

Boiler Upgrade Scheme and Green Homes initiatives

The Boiler Upgrade Scheme supports eligible low-carbon heating replacements in England and Wales. It does not fund a gas boiler or bill. An MCS-certified installer applies and deducts an approved grant from the price.

As at 1 September 2026, grants include £7,500 for eligible air-to-water and ground-source heat pumps, £2,500 for air-to-air, and £5,000 for limited biomass cases. A temporary £9,000 grant covers certain off-gas-grid oil or LPG replacements applied for from 21 July 2026 to 31 March 2027. Rules apply and funding may not cover every cost.

The Green Homes Grant voucher scheme is closed. Current routes include Warm Homes: Local Grant in England, Nest in Wales, Home Energy Scotland and Affordable Warmth in Northern Ireland. Local schemes may also operate.

Charitable grants and local authority support

Suppliers, charities and councils may offer hardship, debt or retrofit help. Budgets, forms and evidence differ, and a grant may be paid directly to the supplier rather than to the applicant.

Free help is available through Citizens Advice, energyadvice.scot, the Consumer Council and NI Energy Advice Service. Your supplier must also discuss payment support.

Resolving disputes and complaints

A useful complaint identifies the account, dates, evidence, problem and requested remedy. Start with the responsible organisation: supplier for billing, network for supply faults, or installer and Gas Safe route for gas work.

Common causes of disputes

• Incorrect or repeated estimated meter readings.

• A tariff rate, standing charge or exit fee that does not match the contract.

• A delayed switch, erroneous transfer or disputed final bill.

• Unreturned credit or a Direct Debit that appears unreasonable.

• Poor handling of debt, prepayment or vulnerability.

• A faulty meter or disagreement about a meter test.

• Unsafe, incomplete or poor-quality gas work.

For gas-work disputes, separate a price or workmanship complaint from a safety concern. Contract issues usually start with the business, while suspected unsafe or illegal gas work may also need Gas Safe Register or the relevant safety authority.

Steps to resolve a complaint

1. Contact the supplier or responsible business and say that you are making a formal complaint.

2. Give a concise timeline, evidence and the outcome you want.

3. Keep the complaint reference and record every response or missed promise.

4. Ask for a deadlock letter if the business says it cannot resolve the matter.

5. Use the independent escalation route for your nation when eligible.

In Great Britain, suppliers and relevant networks have eight weeks to resolve complaints. A qualifying case can reach the Energy Ombudsman after eight weeks or a deadlock letter. Citizens Advice and energyadvice.scot provide free support.

In Northern Ireland, complain to the supplier first, then contact the Consumer Council if unresolved. The Utility Regulator can determine certain disputes. The Great Britain Energy Ombudsman route does not automatically apply.

Energy Ombudsman

The Energy Ombudsman is free and independent of Ofgem. It can review eligible Great Britain disputes and require explanations, corrections, practical action or compensation. Outcomes depend on evidence and jurisdiction.

Submit copies where possible. Explain what you did, what remains wrong and the effect. A supplier must carry out an accepted ombudsman decision.

Document everything

• Bills and statements before and after the problem.

• Dated meter photographs and the meter serial number.

• Contract summary, tariff rates and exit-fee terms.

• Bank statements or payment confirmations.

• Emails, letters, chat transcripts and call notes.

• Medical or accessibility information only where relevant and necessary.

• Quotes, invoices, certificates and reports for gas work.

Keep originals and send copies where possible. Remove unrelated sensitive information, but retain evidence that explains vulnerability, financial loss or a safety concern when it is relevant to the remedy you request.

Key tips for a smooth resolution

Keep the complaint focused and separate billing corrections from compensation. Track the Great Britain eight-week date or Northern Ireland process. Pay undisputed current charges where possible and tell the supplier if payment is unaffordable.

A complaint does not automatically pause payment, debt action or legal deadlines. Seek independent advice for urgent disconnection, large debt, fraud, safety or court issues.

Key takeaways

Gas supply combines a retail account, a physical network and safety-critical appliances. Good decisions start with identifying which part of that system your question concerns.

• Compare total annual cost, not only a monthly Direct Debit or unit rate.

• The Ofgem price cap covers Great Britain default tariffs, not Northern Ireland.

• A household switch in Great Britain should usually complete within five working days.

• Keep meter readings, bills and contract terms so errors can be evidenced.

• Ask for affordable-payment support early if bills are difficult to manage.

• Join the Priority Services Register if you need extra practical support.

• Use a Gas Safe registered engineer qualified for the appliance and work.

• Treat a gas smell or carbon monoxide concern as a safety issue, not a billing issue.

• Check national and local scheme rules before relying on funding.

• Use the correct complaint route for Great Britain or Northern Ireland.

What happens next

Start with a recent bill, meter reading, tariff end date and any support needs. Then compare tariffs, contact the supplier about payment or billing, or use a national advice service. For heating work, arrange an appropriate assessment and check the installer.

Prices, schemes and complaint processes can change. This guide does not decide which tariff, grant, engineer or improvement suits you. Clearwise may make a consent-led introduction, but the independent provider decides whether it can help. An introduction does not guarantee acceptance, suitability, funding, availability or savings.

Use the FAQs, glossary, useful organisations and references to check terms and reach official sources before deciding.

Frequently asked questions

Billing and payments

Switching and supplier choice

Metering and usage

Safety and maintenance

Efficiency and cost savings

Government schemes and support

Miscellaneous concerns

Useful organisations

Citizens Advice

Free, independent consumer advice for people in England and Wales, including energy bills, supplier complaints, payment difficulty and consumer rights. Citizens Advice may refer complex or urgent energy cases to its Extra Help Unit.

• 0808 223 1133
• www.citizensadvice.org.uk

Energy Saving Trust

Independent practical information on home energy use, insulation, heating and low-carbon options. For nation-specific funding and advice, use the relevant government or Home Energy Scotland service.

• energysavingtrust.org.uk

Gas Safe Register

The official register of businesses legally allowed to carry out gas work. Use it to check a business and an engineer's appliance categories before installation, servicing or repair.

• 0800 408 5500
• www.gassaferegister.co.uk

Health and Safety Executive (HSE)

Official Great Britain guidance on domestic gas safety and landlord duties. HSE's Gas Safety Advice Line can answer general gas-safety questions; emergencies should use the national gas emergency number.

• 0800 300 363
• www.hse.gov.uk

Ofgem

The energy regulator for Great Britain. Ofgem publishes price-cap rates, switching, billing, prepayment, vulnerability and complaint guidance, but normally does not decide individual household complaints.

• 020 7901 7295
• www.ofgem.gov.uk

Energy Ombudsman

A free independent service for qualifying unresolved energy disputes in Great Britain. A case can usually be raised after eight weeks or after a supplier issues a deadlock letter.

• 0330 440 1624
• www.energyombudsman.org

National Gas

National Gas Transmission owns and operates the Great Britain National Transmission System. For a mains gas emergency, use 0800 111 999 in Great Britain rather than a general corporate contact.

• 0800 111 999
• www.nationalgas.com

References

Still have questions?

If you have more specific queries or need personalised guidance about gas in relation to utilities, consider speaking with an expert. An expert can delve into your individual circumstances - whether you are concerned about your current tariff, need help with home efficiency measures, or are unsure about government assistance programmes. Having a direct conversation can often clarify issues that are unique to your household and help you take the next steps with confidence.