Fire safety

If you discover a fire in your home or your smoke alarm goes off, DO NOT attempt to tackle the fire or open the door to the room where the fire is.

Warn everybody within your home and leave immediately, closing the front door.



  • DO NOT use lifts
  • DO NOT run and stay together if possible
  • DO NOT go back inside. Tell the Fire Brigade if anyone is missing
  • DO NOT attempt to re-enter your home until the Fire Service says it is safe to do so

Keeping your home safe

Test your smoke alarm every week. Press the button on the cover and it should sound. If it’s not working give the Customer Hub a call on 0300 777 7777.


If you have medical oxygen equipment or are disabled

If you use oxygen equipment for medical reasons or are disabled, please get in touch to let us know, so we can plan for your individual support needs in the event of an emergency.



  • Check that cooking appliances are turned-off when you’re not using them
  • The safest way to cook chips is in an oven or a temperature-controlled deep fat fryer
  • Don’t cook if you have been drinking, taking drugs or are over-tired



  • Ensure heaters are turned-off properly. Use a guard in front of an electric or gas fire
  • Keep furniture and clothes away from heaters



  • Don’t leave candles unattended when lit and put them out carefully
  • Keep candles away from curtains and other flammable materials. Don’t put them on top of the television
  • Use a proper candle holder


Going to bed

  • Before going to bed, check ashtrays for cigarettes or pipes left burning and never smoke in bed
  • Switch-off and unplug appliances
  • Switch-off electric blankets before going to bed


Gas safety

Gas is safe for heating and cooking but if it leaks or an appliance is faulty it can be very dangerous. Only registered gas fitters can carry out repairs to gas appliances or connections. Please ensure your own gas appliances are serviced by a registered gas fitter. Don’t use or store bottled gas cylinders in flats.

If you smell gas immediately ring the National Grid Emergencies on 0800 111 999, then call our Customer Hub on 0300 777 7777.

We service the heating system in your home once a year. It’s important that we have access to your home, so we can carry out this check. If you haven’t received a visit in the past year, please phone the customer hub to make an appointment.



Only qualified electricians should fit sockets or alter the wiring in your home.  If you wish to carry out home improvements, please contact us so we can arrange a visit to check the work it is safe.

Don’t overload electrical sockets. Warning signs include: hot plugs, a buzzing noise, scorch marks on plugs or sockets, appliances going on/off and flickering lights. Report any faults to our Customer Hub on 0300 777 7777.

Check your appliances

One of the main causes of electrical fires is faulty and recalled appliances, so we ask our customers to ensure their appliances are registered.  You can register new and older appliances on the Register My Appliance website at


Hair straighteners

Keep hair straighteners out of reach of children. Children’s skin can be 15 times thinner than that of adults so it’s important to keep hair tools out of reach.

Use a heat proof pouch when using your hair straighteners. Hair straighteners stay hot up to 40 minutes after they have been switched-off. Make sure you don’t leave hair straighteners unattended and make sure you unplug them when you have finished.

How to treat burns

In the event of a serious burn, follow the three Cs:

  • Cool the burn with running tap water for 20 minutes. Do not apply ice, butter or toothpaste. Remove any clothing, jewellery or nappies
  • Cover the cooled burn with loose Clingfilm or a clean non-fluffy cloth. Warm the patient
  • Call for emergency help on 999, or for less urgent help call 111 or your local GP

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