If you smell gas?

If you smell gas, call the National Grid for free on 0800 111 999, their lines are open 24 hours a day, 7 days a week.

What should you do if you smell gas?

· Do not light matches or cigarette lighters

· Do not turn light switches or anything electrical on or off

· Put out any naked flames such as candles

· Open all the doors and windows

· Turn off your gas supply at the meter (and leave it switched off until it is safe to put back on)

Carbon monoxide

If you are concerned that fumes containing carbon dioxide may be coming from a gas appliance, please call the National Gas Emergency Hotline on 08000 111 999. This telephone line is open 24/7.

Power cuts

No one wants a power cut, but luckily they don’t usually last long. However, if the cut continues for more than a few hours you will need to call your Distribution Network Operator (DNO) on 105. Your DNO are in charge of the cables that supply electricity to your home. However, before you call you should check the following:

  • See if your neighbour’s power is out. If they are experiencing a power cut too, it is likely that there is a problem with your local Network. You should then call your DNO on 105.
  • Ensure that the trip switch has not triggered by a faulty appliance.

If you would like to view our privacy policy please click here. This governs what data we collect form you and what we will do with it.

Step 1: Contact us


Call us on 0131 285 5510 (Lines are open Monday to Friday 09:00 – 17:00)

Email us at customerservices@peoplesenergy.co.uk

Write to People’s Energy, Stuart House, Station Road, Musselburgh, East Lothian EH21 7BP

No matter how big or small your concern is, we want to know about it! This way we can make it right.

Step 2: Next step if we need more time


We always seek to resolve your concerns when you first contact us. However, sometimes that is not possible and we require more time to investigate the issues. When that happens, we will provide you with a personal reference number. That will allow you to track progress. We will keep you up to date with progress and work hard to resolve the issue as a matter of priority.

Step 3: If you need us to do more…


We want to do everything we can to keep you satisfied. We want you to give us honest and open feedback if you think we can do more. And if you remain unhappy with the outcome of the issue you have encountered, please let us know immediately so we can try again! Contact us on 0131 285 5510, at customerservices@peoplesenergy.co.uk, or write to us at People’s Energy, Stuart House, Station Road, Musselburgh, East Lothian EH21 7BP.

If your concern is not resolved within our eight week period deadline, or if you remain unhappy with the outcome, then you can also contact the Ombudsman Services: Energy for an independent review.

Telephone: 0330 440 1624 (Lines are open Monday to Friday 09:00 – 17:00)

Email: enquiries@os-energy.co.uk

Website: www.ombudsman-services.org/energy

Address: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF

If you choose to go down that route, you must refer your complaint to the Ombudsman within nine months of first making your complaint to us. In addition, if you feel that you need additional support during the complaints process, you can also contact The Citizen’s Advice Bureau. They provide free, independent, confidential and impartial advice to everyone on their rights and responsibilities.

Telephone: 0345 404 0506 (Lines are open Monday to Friday 09:00 – 17:00)

Website: www.citizensadvice.org.uk/energy

Please click here to view the Direct Debit Guarantee.

Click here Consumer Checklist to view.