MENU In an emergency Gas emergency If you can smell gas or think you have a gas leak: Do open doors and windows to let the gas escape Do check your gas appliances are switched off Do call the 24 hour National Gas Emergency hotline on 0800 111 999 Do turn your gas off at the isolation switch (if you know where it is), then wait outside, and let your neighbours know. Don't switch lights on or off, use doorbells, mobile phones or use any electrical switches. Don't smoke, light a match or use any other kind of naked flame. Don't go back into your home until you’ve got the all-clear. If you are worried fumes containing carbon monoxide are escaping from a gas appliance, call the 24 hour National Gas Emergency hotline on 0800 111 999. For further information about gas safety in the home check out our guide here. Carbon monoxide If you are worried fumes containing carbon monoxide are escaping from a gas appliance, call the 24 hour National Gas Emergency hotline on 0800 111 999. Power cuts - getting the lights back on... Power cuts usually don’t last long, but if it’s more than a few hours you’ll need to call your Distribution Network Operator (DNO) on 105 – they’re the people responsible for problems with the cables supplying electricity to your home. Before you ring, remember to: Check your trip switch to make sure there’s not a fault with your wiring or electrical items. See if your neighbours have power. If they have, it’s likely there’s a problem with the local network – call your DNO on 105 (this is free of charge from most landline and mobile numbers) Pay As You Go Emergencies If you’re off supply and you’ve topped up but your supply isn’t coming back on, try topping up again – you might not have added enough credit to get your supply going. If you’ve lost your payment key or card, please give us a call so that we can arrange a new one for you. There could be a £5 charge for this to cover our costs. If you have an emergency meter issue, please give us a call on 0330 102 7517 . We're open Monday to Friday 8am to 8pm and Saturdays 9am to 1pm. Who to call? So that you know which company to call, you’ll need to know your Grid Supply Point (GSP) number. This is the first two digits of your electricity supply number (or Meter Point Administration Number – MPAN) – you can see on your electricity statement. If you’re not sure, call 105 and this will put you through to your District Network Operator. Need extra support? We always aim to provide help where we can and to make life as easy as possible for you. This is why we have a Priority Services Register (PSR) to help our customers with any special requirements. Our PSR is confidential and is designed to allow us and our representatives to provide you with the service you need and deserve. If you would like to apply to join our PSR you can download an application form here and send it back to us. Products Home Energy Plans Feed in tariff (FIT) Smart Meters OVO Beyond Smart Home OVO Drive OVO Drive + Anytime Electric Vehicle Leasing EV Smart Chargers Smart Thermostats OVO Greenlight Resources Compare plans Moving home Refer a friend Energy guides About OVO Our story Our green energy OVO Sustainability OVO Foundation Careers Media centre OVO Group OVO France OVO Spain OVO Australia Help & Support Help & support Forum Complaints Emergency support Security Smart Export Guarantee Core Terms & Conditions Privacy Policy & Cookies Modern Slavery Statement Gender Pay Statement Field Force Gender Pay Statement Health & Safety Statement Group Tax Strategy Statement Supplier Code of Conduct Contact us Emergency Statement of Investment Principles of OVO Energy Group of the Electricity Supply Pension Scheme (SSE Hydro Section) Statement of Investment Principles of OVO Energy Group of the Electricity Supply Pension Scheme (SSE Section) Implementation Statement for 2019 DB Regulations OVO Energy Ltd, registered office 1 Rivergate Temple Quay Bristol, BS1 6ED, company no. 06890795 registered in England and Wales, VAT No. 100119879. We are a mandatory FIT & SEG licensee Your privacy We use necessary cookies to make our website work. We need your permission to use other cookies. These other cookies are used for analytics, personalised advertising (including potential Geolocation) and content personalisation. You can read our cookie policy to find out more. If you "Accept all cookies", this lets us and selected third parties store all cookie types. You can also select “Cookie settings” if you want to choose what type of cookies are used. Accept all cookies Cookies settings