Home Emergency: Who to Call First in the UK
A clear guide to who to ring for a gas leak, power cut, burst pipe, blocked toilet, fire, break-in or storm damage, and the numbers worth saving in advance.
When something goes wrong at home, the hardest part is often knowing who is responsible and who to phone first. Calling a plumber when you need the water company, or an electrician when the problem is outside your property, wastes time and money. This guide sorts common emergencies by who deals with what, so you can act calmly.
Immediate danger: emergency services
Call 999 for fire, a serious injury, carbon monoxide poisoning symptoms, a break-in in progress or a threat to life. Leave the building first if you can.
Utilities: the number depends on the problem
| Problem | Call | Notes |
|---|---|---|
| Smell of gas or suspected leak | National Gas Emergency Service, 0800 111 999 | Open windows, do not use switches, leave the building |
| Power cut | 105, free, from anywhere in the UK | Reaches your local network operator, not your supplier |
| Fallen power line | 105 or 999 if in danger | Keep well away |
| No water, low pressure or a burst water main in the street | Your water company | The number is on your bill or website |
| Sewage backing up from the main sewer | Your water company | Responsible for public sewers |
| Meter or supply problems | Your energy supplier | For billing, not network faults |
Save these numbers in your phone and keep a paper copy somewhere in the house.
Inside your property: who handles what
Plumber
Burst pipes, leaking radiators or taps, no hot water from a non-gas system, blocked pipes inside your boundary. Turn off the stop tap first.
Gas Safe registered heating engineer
Boiler breakdown, gas appliance faults, smells of gas in an appliance. Only a Gas Safe registered engineer should work on gas. See our boiler service guide.
Electrician
Tripping circuits, burning smells from sockets, sparks, no power to part of the house. Switch off at the consumer unit if safe, and keep away from water.
Locksmith
Lost keys, damaged locks or a break-in that has left the door insecure. Check credentials and get a price before work begins.
Roofer or builder
Storm damage, missing tiles, serious leaks. See our storm damage checklist.
Drainage specialist
Blocked outdoor drains, repeated blocked toilets, manhole overflows. Check responsibility with your water company first. See drain care.
If you rent
Call your landlord or agent as soon as you can, ideally with a written follow-up. Many agreements have an emergency contact number. Tenants are not usually expected to arrange major repairs themselves without agreement, but they should take sensible steps to limit damage, such as turning off the water. See tenant vs landlord responsibilities.
Steps in almost any emergency
- Make everyone safe. Move people away from danger.
- Isolate the source. Water at the stop tap, electricity at the consumer unit, gas at the meter if safe.
- Photograph the damage for insurance.
- Ring the right organisation, using the table above.
- Contact your insurer, and check whether you have emergency cover with a helpline.
- Keep receipts for emergency work.
Choosing an emergency tradesperson
Panic is when people make poor choices. A few principles help:
- Ask for the price, call-out fee and hourly rate before they travel.
- Ask for their business name and address, and confirm registration where needed.
- Beware of anyone who insists on cash only, or who quotes much higher once on site.
- Where you can, wait for a written estimate for anything beyond the emergency fix.
You can search on Compito by postcode, compare ID-verified local providers and send a request for an offer, which is useful once the immediate danger has passed and you need a proper repair.
A worked example: a burst pipe at night
At 11pm a pipe bursts under the kitchen sink. The householder turns off the stop tap, switches off electrics if water is near them, photographs the damage and puts towels down. They then call an emergency plumber and confirm the call-out fee and arrival time before agreeing, and message their insurer's helpline. The next morning they ask for a written report and receipt. By isolating the source first, the damage stayed small, and the later phone calls were calm and informed.
Know your shut-offs before you need them
Find these now, and tell everyone in the house:
- Stop tap: usually under the kitchen sink, or near the front door or meter.
- Consumer unit: the fuse box or board, often in a hall or cupboard.
- Gas meter and emergency control valve: location varies; know where yours is.
- Isolation valves on toilets, basins and appliances.
Test the stop tap occasionally so it does not seize.
Preparing a home emergency card
Write down the emergency numbers above, your insurer's policy number and helpline, your landlord or agent's number, and details of any trusted tradespeople. Put the card where everyone can find it, and keep a photo on your phone.
After the emergency
Once the immediate danger has passed, ask for a written summary of what was done, keep invoices and photos, and arrange a proper repair rather than relying on a temporary fix. Ask the tradesperson what caused the fault and whether anything else should be checked. For repairs afterwards, you can use how to compare quotes side by side to make sure you are comparing like with like.
Frequently asked questions
What is the difference between 105 and 999 for a power cut?
105 is for reporting and getting information about power cuts. 999 is for danger, such as a fallen cable sparking or someone injured.
Should I call my energy supplier about a power cut?
Usually not first. The network operator, reached through 105, handles faults in the network. Your supplier handles billing and meters.
Who do I call if my toilet will not flush and the water is rising?
Turn off the supply to the toilet at the isolation valve or stop tap and call a plumber. If it is the main sewer, tell your water company.