This page is also available in Welsh.
Ofgem is unable to deal with complaints relating to the servicing or repair of gas appliances, boilers or central heating systems, even if these services are received via your energy supplier or its sister company.
If you have a complaint about the customer service received for such matters, you will need to complain directly to the company concerned. If you require information about your consumer rights, you can seek guidance from the Citizens Advice consumer service or by telephone on 08454 04 05 06.
Boilers and central heating
The gas servicing and installation industry is fully open to competition and Ofgem has never had the remit to regulate this particular industry. However, this type of work is subject to normal consumer protection legislation and therefore if you require advice you may contact the Citizens Advice consumer service, your local Trading Standards Office or Citizens Advice Bureau.
If you would like to obtain further guidance or information on central heating issues you may wish to contact the Heating and Hot water Information Council via their website - link opens in a new browser window or by telephone: 0845 600 2200 or email: firstname.lastname@example.org.
Government's boiler scrappage scheme
The boiler scrappage scheme has now stopped. Further information can be found on the Energy Saving Trust website - link opens in a new browser window.
Gas installers and safety
If you are trying to find an alternative gas installer, have concerns about the quality or safety of work carried out by a gas installer, or believe that work has been carried out by an unqualified person, you should contact the Gas Safe Register via their website - link opens in a new browser window or by telephone on 0800 408 5500. Gas Safe Register is the national watchdog for gas safety and can provide details of alternative gas installers in your area as well as considering complaints about its members.
Please note: from 1 April 2009 the Gas Safe Register replaced the registration scheme offered by CORGI. If you need to call a registered gas installer you should now look for the ‘Gas Safe Register’ brand.
If you can smell gas or if you suspect that there is a gas leak, you should call the national gas safety hotline on 0800 111 999. This service is free to use and is manned 24 hours a day.
Carbon monoxide awareness
Carbon monoxide (CO) is a colourless, odourless, tasteless, poisonous gas produced by incomplete burning of carbon-based fuels, including gas, oil, wood and coal. Carbon-based fuels are safe to use. It is only when the fuel does not burn properly that excess CO is produced, which is poisonous. For further advice and information, such as what preventative measures you can take against carbon monoxide exposure and what the symptoms are of carbon monoxide poisoning visit the Health and Safety Executive website - link opens in a new browser window.
Additional information can be found through:
CO-Awareness - link opens in a new browser window which is an organisation that supports the many victims of Carbon Monoxide (CO) poisoning and Toxic Combustion (TC) poisoning, their families and friends.
CO-Gas Safety (Carbon Monoxide and Gas Safety Society) - link opens in a new browser window work to try to reduce accidents from Carbon Monoxide (CO) poisoning and other gas dangers. They lobby for changes and help and advise victims.