Shell Energy Retail Limited
Shell Energy Retail Limited's Emergency Helpline is available 24/7 to report emergencies such as loss of gas or electricity supply, suspected gas leaks, or urgent safety issues. Common reasons for calling include reporting a power outage or a gas leak. While the line is dedicated to emergencies, customers may experience long wait times, especially during peak hours or major outages. It's advisable to have your account details and address ready to expedite the process. For gas emergencies, customers should directly contact the National Gas Emergency Service at 0800 111 999. Calling early in the morning or outside peak hours may reduce wait times.
Updated 15 Dec 2025
Expected outcomes
- Report gas leaks
- Report electricity outages
- Receive safety instructions
- Provide emergency details
- Confirm outage status
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Account details
- Property address
- Emergency description
- Contact number
- Identification document
- Previous correspondence
Known issues
Customers frequently report long wait times when calling the emergency helpline, particularly during peak hours or widespread outages. To minimize wait times, it is recommended to call early in the morning or outside peak periods. Additionally, some callers experience multiple call transfers before reaching the appropriate department. Clearly stating 'emergency' at the start of the call may help direct the call more efficiently. It is crucial to have all necessary information, such as account details and the affected address, ready to ensure a smoother process.
