Blog: how a routine home visit highlighted the importance of gas safety

What started as a routine home energy assessment in Burnley recently turned into something far more urgent for National Energy Action’s East Lancashire Retrofit Hub. 

The resident had initially attended one of our regular drop-in sessions at the Chai Centre in Burnley, looking for advice on making their home warmer and more energy efficient. Like many households we support, they were struggling with rising energy costs and were regularly rationing their heating use to make their prepayment meter credit last longer. 

Following the conversation, a home visit was arranged to look at the property and explore what improvements or funding might be available. 

During the assessment, our Retrofit Hub Consultant identified several opportunities to improve the home’s energy efficiency, including additional loft insulation, wall insulation and better ventilation. However, while carrying out the visit, a strong smell of gas was noticed. 

National Gas Emergency Service 

The assessment was immediately stopped, and the National Gas Emergency Service was contacted on 0800 111 999. The gas supply was turned off, windows were opened and the resident was advised to leave the property while waiting for assistance. 

Approximately 45 minutes later, a Cadent emergency gas engineer arrived and carried out checks on the property’s gas appliances. A gas leak was identified at the boiler and repaired during the visit. Further checks also revealed a fault with the gas cooker, which the resident was advised not to use. Cadent provided temporary electric hot plates so the household could continue preparing meals safely while arrangements were made to address the issue. 

Thankfully, the immediate gas leak was resolved, but the experience was an important reminder of how quickly an ordinary home visit can uncover a potentially serious safety concern. 

It also highlights the importance of knowing what to do if you ever smell gas in your own home. 

The National Gas Emergency Service can be contacted free of charge on 0800 111 999, 24 hours a day, seven days a week. 

If you smell gas, you should contact the emergency service immediately from a safe location, open windows and doors if safe to do so, and turn off the gas supply at the meter if you know how and it is safe. Avoid using electrical switches or appliances, do not smoke or use naked flames, and leave the property while awaiting further advice. Never attempt to investigate or repair a suspected gas leak yourself. 

Although the gas emergency became the immediate priority, the visit also highlighted the wider challenges facing the household. Alongside the property’s energy efficiency issues, the resident was struggling to afford heating and needed additional financial support. 

Further referrals 

Following the visit, referrals were made to National Energy Action’s specialist teams for further assistance with energy affordability and benefits advice. The resident was also provided with information about possible energy efficiency improvements through Cosy Homes Lancashire. 

This is a good example of how the work carried out by the East Lancashire Retrofit Hub goes beyond simply identifying insulation or heating improvements. By visiting people in their homes, listening to their concerns and looking at the property as a whole, we can often identify other issues affecting their safety, health and wellbeing. 

Our aim is to support residents every step of the way, whether that means helping them understand available grants, improving the warmth and comfort of their homes or connecting them with additional services when they need them. 

This particular visit was a reminder that a warmer home must also be a safe home. 

And if there is one message, we would like people to take away from this experience, it is to remember the National Gas Emergency Service number: 

0800 111 999 – a free, 24-hour service that could help save a life. 

Find out more about our Retrofit Hubs here.