Gas safety
Keeping you safe in your home
Some council homes and communal buildings managed by Winchester City Council contain gas appliances, including boilers, cookers, and water heaters.
Gas is safe when installed, maintained, and used correctly. Faulty or poorly maintained gas systems can pose serious risks, including fire, gas leaks, or carbon monoxide poisoning.
We are responsible for making sure all gas appliances and systems in our homes and buildings are safe, compliant with legal requirements, and properly maintained.
On this page
— How to contact us about a gas fault or concern
— What we do to keep gas systems safe
— How we respond to gas issues
— How you can help keep yourself and others safe
— What to expect during inspections, servicing, and repairs
— What to do if you are not satisfied with our response
— Working together to stay safe
How to contact us about a gas fault or concern
If you are worried about gas in your home, please tell us straight away. Even minor concerns can indicate a developing risk, and we take all reports seriously.
Gas leaks – Emergency (24/7): 0800 111 999
Call immediately if you smell gas. Leave the property, open windows if safe, and do not operate electrical switches.
Repairs and general enquiries: 01962 840 222
Use this number for issues such as:
- Boiler not working properly
- Pilot light that won’t stay lit
- Heating or hot water not reaching the correct temperature
- Unusual smells or signs of soot near appliances.
Emergency repairs (24 hours): 01962 865 405
Use this number for urgent issues, including:
- Carbon monoxide alarms sounding
- Complete loss of gas supply affecting essential appliances
- Suspected unsafe gas appliance or pipework
- Gas leaks (also call 0800 111 999 immediately).
Email (non-urgent concerns): hhub@winchester.gov.uk
For routine enquiries, inspection questions, or general advice about gas appliances.
Accessible information
If you need information in another language, large print, audio, or Easy Read, please let us know.
What we do to keep gas systems safe
To ensure your gas systems remain safe and compliant, we carry out:
- Annual gas safety checks (LGSR) in all council homes and buildings
- Inspection of boilers, cookers, pipework, flues, and ventilation
- Testing for gas leaks and ensuring appliances operate safely
- Servicing of council-owned gas appliances to keep them efficient
- Maintenance and testing of carbon monoxide and smoke alarms
- Rapid response to urgent hazards or reported faults
- Keeping detailed safety records for each property
- Using only Gas Safe registered engineers for all work.
If a safety check identifies a hazard, we will take immediate action, which may include isolating the gas supply until repairs are completed. We aim to carry out work quickly while keeping you informed.
How we respond to gas issues
Routine repairs: completed within 5 working days.
Urgent faults: responded to within 24 hours.
Gas leaks or carbon monoxide alarms: emergency response immediately.
Before restarting equipment after repairs, we:
- Review recent inspection and maintenance records
- Conduct a safety check before using the appliance
- Arrange follow-up inspection if required
- Ensure all contractors follow strict safety procedures.
How you can help keep yourself and others safe
You can help keep gas systems safe by:
- Reporting any faults, smells, or unusual signs immediately
- Allowing access for annual safety checks and repairs
- Never tampering with gas appliances, pipework, or meters
- Keeping flues, chimneys, and air vents clear
- Requesting permission before installing your own gas appliances, which must be installed by a Gas Safe registered engineer with a certificate provided to us.
Repeated refusal of access may cause safety risks. We will always work with you to arrange suitable appointments, particularly for vulnerable residents, but legal action may be required where access is repeatedly refused.
What to expect during inspections, servicing, and repairs
Immediately Dangerous
If an appliance is classed as ID, the Gas Safe engineer will:
- Switch it off and cap it so it cannot be used
- Explain the exact hazard (e.g., carbon monoxide risk, gas leak, or damaged flue)
- Stay until the situation is safe
- Raise urgent repairs or replacement work
They will give you a warning notice confirming what has been found.
At Risk
When an appliance is classed as AR, the engineer will:
- Explain the fault and why the risk could increase
- Recommend the appliance be turned off and may disconnect it with your permission
- Raise a repair order to address the risk quickly
- Record the issue for monitoring and follow-up.
We will contact you promptly to arrange repairs.
Not to Current Standards
For NCS findings, the engineer will:
- Explain that the appliance is safe but does not meet today’s standards
- Provide advice on future upgrades or improvements
- Record the finding for future planning.
No urgent work is required for NCS items.
Training and competence
Our Building Safety Team is trained in gas safety management, compliance monitoring, and contractor oversight.
All gas engineers and contractors:
- Are Gas Safe registered and fully accredited
- Receive regular refresher training
- Are checked annually for competence, insurance, and safety performance.
Keeping you informed
We communicate clearly about gas safety by:
- Providing notices for scheduled maintenance or inspections
- Updating residents when appliances or systems are out of service
- Explaining inspection findings when issues arise
- Offering accessible information for residents who need support.
Monitoring and reporting gas safety
We regularly monitor:
- Annual gas safety check schedules
- Outstanding and completed follow-up actions
- Gas leaks, breakdowns, and carbon monoxide incidents
- Contractor performance and response times.
Performance is reported to:
- Directorate Management Team (monthly)
- Strategic Director (quarterly)
- TACT Board (quarterly)
- Regulator of Social Housing (annually).
This ensures compliance and continuous improvement in gas safety management.
What to do if you are not satisfied with our response
If you have a gas safety concern. please tell us as soon as possible. We will:
- Listen to your concern
- Assess the risk
- Take action to make the system safe
- Keep you updated on what we are doing
If you feel we have not handled your concern properly:
- Make a formal complaint using our Complaints Process.
If you are still unhappy after our final response, you can contact the Housing Ombudsman Service for an independent review.
We follow the Housing Ombudsman’s Complaint Handling Code.
Working together to stay safe
Gas safety works best when:
- Residents report hazards early
- Access is allowed for inspections and maintenance
- Safety guidance is followed
By working together, we can keep you, your home, and your community safe.