There is nothing more important than the safety of you and your family. We aim to take all 'reasonable steps' to ensure that gas appliances, fittings and flues are safe, in accordance with the Gas Safety (Installation and Use) Regulations 1998.
We are responsible by law for carrying out an annual gas safety inspection of all the gas appliances that are in use in your home, and that all safety checks will be conducted by a GAS SAFE registered engineer.
Your safety is important to us
You must allow us entry to your home to carry out an annual gas safety inspection; we take this very seriously. If you do not allow us in we may have to take court action to gain access or we may arrange for the gas supply to your home to be cut off. If we have to do this, you will have to pay any costs involved.
Remember, you, your family and neighbours could be at risk from carbon monoxide poisoning if your appliances, flue or ventilation are not working properly so it is essential that they are regularly maintained by properly trained gas engineers.
Level of service
It is important that you are aware of the level of service you can expect to receive from our gas contractors. To help you monitor our performance please take a look at our Code of conduct for gas contractors document (PDF 65KB).
Our gas service contractors should put a label on each appliance which shows the date it was last serviced. If this label is missing or if you have not had a service in the last 12 months, please let us know.
Contact numbers for gas safety
If you still have any concerns or issue with our service please contact our National Gas Compliance Team on 0800 288 9289. Lines are open from 9am to 5pm on Monday to Friday. Alternatively you can email the team at: firstname.lastname@example.org
What to do if you smell or suspect a gas leak?
- If possible, turn off the gas supply at the meter immediately
- Extinguish all sources of ignition/naked flames
- Do not smoke
- Do not operate any electrical switches, telephones or mobiles
- Ventilate the building by opening all doors and windows and ensure access to the property is possible
- Vacate the premises
- If it is safe to do so (ideally using a neighbour’s phone or your mobile outside the house) contact National Grid, the emergency services for gas, on Freephone 0800 111 999.
After you have done this please inform Sanctuary’s Customer Service Centre at your local office.
Don’t forget to fill in the customer satisfaction survey that you will receive in the post after any work is completed on your home.
Every month all the completed surveys returned to us will be entered into a prize draw.