Your responsibilities: 
- If you smell gas contact National Grid immediately on 0800 111 999.
- Get your own appliances repaired and serviced by qualified engineers.
- Keep your home properly heated and ventilated to prevent condensation and to prevent pipes from bursting during cold weather. See our guide on Damp and mould.
- Set heating and boiler controls correctly. See our guide on How to use your heating system.
- If you have a solid fuel stove or woodburner in your home, you should ensure the baffle plate/throat plate is cleaned every month to minimise the risk of carbon monoxide poisoning.
- Ensure you use the appropriate fuel for solid fuel stoves and/or open fires.
- Service your own gas appliances every year e.g. gas cooker. We may ask to see the certificates. Hastoe will arrange for the annual servicing of gas boilers.
Please note: 
- Between the months of October and April, we respond to heating breakdowns on the day you call. If the heating is not working by the end of the day, we will provide you with a temporary heater.
- Between the summer months of May to September your heating repair will be raised as urgent, which means we’ll organise an appointment and fix your heating within 10 calendar days.
- You should make sure that your gas supply has not been disconnected because you have failed to pay your bill or feed the meter.
When you report a repair on heating, we need to know:
- What the problem is e.g. is the central heating not working? Is there no hot water? Is a radiator leaking or not getting warm? Is the fire or heater not working?
- What type of system is it e.g. gas or electric? Is it a wall mounted boiler, separate gas fire, storage heater, convector heater, solid fuel closed fire (with or without a back boiler) or renewable system with a heat pump (ground source or air source heating)?
- Do you have any other form of heating or hot water heating e.g. electric immersion heater, warm air (gas or electric)?
- If it’s to do with a heat pump, what system do you have installed? Are there any alarms or notifications on the display unit?
