Coronavirus (COVID-19) outbreak.

Updated 3 April 2020

In line with government guidance we are taking steps to minimise non-essential contact. This means that our service is heavily impacted, and we are currently working hard to prioritise emergencies* and put these and the needs of our most vulnerable customers first.


*We class emergencies as one of the following

 -        Gas Leaks

 -        Co Alarms

 -        Uncontrollable Leaks including Oil Leaks

 -        No Heating and/or Hot Water

 -        Landlords Gas Safety Inspections


During this time our contact centre staff will need to focus on dealing with these emergencies. We thank you for your patience at this difficult time.

Please see our FAQs for more information. 


I have an Engineer appointment Booked – will it still go ahead?

We will be cancelling all routine appointments that are not classed as an Emergency as defined above in order to limit the potential exposure to coronavirus. We will confirm all cancellations by either text, telephone call or letter.  We are not rebooking appointments for a later date at this time due to the uncertainty around the spread of coronavirus – but you can contact us again when you are ready to make another appointment.

Can I make a new booking if it is not classed as an emergency?

We have currently stopped taking any new bookings that are not emergencies and we will update this stance as and when government guidance changes.

What if I have an emergency?

Our engineers can still help you if you have an emergency. But please let us know if you think you could be at risk of Covid-19 or are self-isolating so we can take proper safety precautions to protect both you and our engineers.

I have an appointment booked – can I cancel it?

The quickest and easiest way to cancel your appointment is to email our customer services team

I have an appointment booked – can I move it to a later date?

We are cancelling all non-urgent appointments for the time being so that we can focus on emergencies and helping our most vulnerable customers. You will be able to rebook later – but we can’t say when for sure right now as the coronavirus situation changes daily.  We will update the answer to this question when we know more – so keep checking our web site.

How are Gasway making sure its engineers are protected and don’t spread the virus to customers?

We are offering full pay to all employees who are self-isolating during this difficult time. It’s the right thing to do and we don’t want engineers to feel pressured into working if they’re unwell. We are also contacting customers before our engineers visit to make sure they haven’t been diagnosed with Covid-19 and/or advised to self-isolate.

What if I think I might have Covid-19 but I have a heating/hot water emergency?

We are working hard to help vulnerable customers and those with emergencies – whatever their health situation – but please let us know if you think you could be at risk so we can take proper safety precautions. Call us and we’ll find a way to help.

How is Gasway keeping customers safe during engineer visits?

When you book an engineer appointment, we’ll ask you if:

  • You or anyone in your home has been diagnosed with Covid-19
  • You or anyone in your home has been advised to self-isolate
  • Anyone in your home is at higher risk – i.e. over 70, diabetic etc

If you answer ‘yes’ to any of these questions, we’ll work with you to assess your need for an engineer visit before deciding what to do next. When an engineer does visit a customer’s home, they’ll take additional precautions, including ensuring they are utilising all their PPE. They’ll protect you and your family members by keeping a safe distance at all times – and we ask you to do the same.