Shell Energy Retail Limited
Shell Energy Retail Limited's Gas Emergency department provides a crucial service for reporting suspected gas leaks and natural gas emergencies. Available 24/7, this service ensures immediate response and escalation to protect safety. Callers should leave the area immediately and contact the emergency number from a safe location. It is essential not to use electrical devices or phones near the suspected leak. While the service is designed for urgent situations, some callers have reported occasional long hold times. However, staying on the line is crucial for emergencies. The best time to call is as soon as a leak is suspected, regardless of the hour.
Updated 15 Dec 2025
Expected outcomes
- Report gas leaks
- Escalate emergencies
- Provide leak location
- Describe gas issues
- Receive safety instructions
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Location/address
- Description of leak
- Contact phone number
- Safe call location
- Operator instructions
- Emergency contact details
Known issues
Occasional long hold times have been reported when contacting Shell Energy Retail Limited's Gas Emergency department. Despite this, it is crucial to remain on the line for emergencies, as calls are prioritized based on urgency. Non-emergency calls may be redirected, so ensure the situation is accurately described. To minimize wait times, call immediately upon suspecting a leak, and have all necessary information ready. Remember, safety is paramount, and following the operator's instructions is essential. Avoid using phones or electrical devices near the suspected leak to prevent further risks.
