What should I do if I smell gas?
If you smell gas or suspect a gas leak, call the National Gas Emergency Service immediately on 0800 111 999. The service is free and available 24 hours a day, 365 days a year.
To stay safe:
✅ Open doors and windows to ventilate your home.
✅ Turn off the gas supply at the emergency control valve, if it is safe to do so.
✅ Leave the property if necessary.
Do not:
❌ Use matches, lighters, candles, or any naked flames.
❌ Turn electrical switches on or off.
❌ Use appliances that could create a spark.
If your carbon monoxide alarm sounds, contact the National Gas Emergency Service immediately on 0800 111 999.
Always wait until a qualified engineer confirms the property is safe before returning inside.
Gas Safety Checks
Every year, we'll carry out a gas safety check and service any gas appliances we provide, as well as test the gas meter and pipework in your home. The appointment usually takes around an hour and helps make sure everything is working safely and efficiently.
Annual gas safety checks are also a legal requirement, so it's important that we can gain access to your home when your appointment is due.
We understand that inviting someone into your home is a big deal. We have some common questions below to explain why the service is important and what you can expect during the visit.
What is a gas safety service?
A gas safety service allows us to check the condition of the gas appliances we are responsible for, such as your boiler or gas fire, along with your gas meter and pipework.
The inspection helps us ensure everything is operating safely and efficiently, protecting you, your family, and your home.
All checks are carried out by a qualified, Gas Safe registered engineer.
What happens during the service?
During the appointment, our engineer will:
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Check all gas appliances provided by us, such as your boiler or gas fire.
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Inspect your gas meter and gas pipework.
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Carry out a visual safety check of any gas appliances you own, such as a cooker.
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Test smoke and carbon monoxide alarms where installed.
Our engineers carry many replacement parts in their vans and will repair faults where possible during the appointment. If a specialist part is needed, we'll order it and arrange for it to be fitted as quickly as possible.
How long will the appointment take?
Most gas safety checks take around one hour.
When our engineer arrives, they will always:
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Show their photo identification.
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Carry proof that they are a Gas Safe registered engineer.
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Be in RBH uniform
Your safety matters.
Please do not allow anyone into your home unless they can show valid photo identification. You can ring us on 0800 027 7769 to check.
Before your appointment
We'll work with you to arrange a convenient appointment.
If you're not at home when we visit to arrange this, we'll leave a calling card with details of how to contact us.
To help us complete the safety check, please make sure:
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We can access all gas appliances, the gas meter, and any areas where flues pass through your home.
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There is credit on your gas and electricity meters if you use prepayment meters.
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Areas around your boiler, gas fire, and meter are clear and accessible.
If you're having difficulties topping up your meters, please let us know. We may be able to offer support through our Money Matters Team. Visit our webpage for more information.
On the day of your service
Please make sure someone is available to provide access to your home.
To help the visit run smoothly:
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Clear any items away from gas appliances and the gas meter.
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Keep pets safely secured where possible.
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Allow the engineer easy access throughout the property.
Why is the annual gas safety check important?
Gas appliances need regular servicing to ensure they remain safe to use.
Without regular inspections, faults can develop that may increase the risk of:
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Gas leaks
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Carbon monoxide poisoning
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Fires
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Appliance breakdowns
We also have a legal responsibility to carry out these checks every year. Your tenancy agreement requires you to provide reasonable access so we can complete this important safety work.
If we are unable to gain access after repeated attempts to contact you by phone, text, email, letter, and home visits, we may need to take formal action to gain access and meet our legal obligations. Any associated costs may be recharged to you.
Our preference is always to work with residents to arrange a suitable appointment and avoid this wherever possible.
Missed appointments
Please let us know as soon as possible if you cannot attend your appointment.
Giving us advance notice means we can rearrange the visit at a more convenient time and ensure your annual safety check remains up to date.
Repeated missed appointments may result in us taking further action to meet our legal responsibilities and keep your home safe.
Gas safety tips
You can help keep your home safe by:
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Having your annual gas safety check completed every year.
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Looking out for warning signs such as yellow or orange flames, black staining around appliances, or excessive condensation.
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Reporting any concerns about gas appliances immediately.
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Learning the signs of carbon monoxide poisoning, including headaches, dizziness, nausea, breathlessness, collapse, and loss of consciousness.
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Only using Gas Safe registered engineers for gas work.
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Knowing where your gas meter is located and how to turn off the gas supply in an emergency.
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Keeping air vents and flues clear at all times.
Portable gas heaters
We strongly advise residents not to use portable gas heaters in their homes.
Why?
Portable gas heaters can:
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Produce carbon monoxide.
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Increase the risk of gas leaks and fires.
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Create excess moisture, which can contribute to damp and mould.
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Operate without the safety features found in fixed heating systems.
If you're struggling to heat your home, please contact us for advice and support.
Log burners and solid fuel appliances
We also advise residents not to install or use log burners without permission.
These appliances can:
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Produce harmful smoke and air pollution.
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Increase health risks associated with poor air quality.
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Create fire safety risks if not properly installed and maintained.
If you're considering alternative heating methods, please contact us first to discuss safe options.
Need to Report a Gas Repair?
If your boiler, heating, hot water system, or any gas appliance provided by us is not working properly, please contact our Repairs Team as soon as possible.
Emergency Gas Leak: 0800 111 999
Phone: 0800 027 7769
Email: customer@rbh.org.uk
Through your account on MyRBH
Together, we can help keep your home safe, warm, and compliant with gas safety requirements.
Gas Safe Register
For more gas safety advice, visit the Gas Safe Register website.
