Water leak or burst pipe
Keep clear of water near electrical equipment. If it is safe, turn off the water supply at the internal stopcock. Do not take risks to reach it—call for help instead.
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PRISM HEATING · LONDON & HOME COUNTIES
Emergency Help
Clear safety steps when something goes wrong.
For urgent plumbing, heating or hot-water problems, start by making the situation safe. Then call Prism Heating so we can discuss the quickest sensible next step.
GAS OR CARBON MONOXIDE EMERGENCY
Call the National Gas Emergency Service first
If you smell gas or suspect a gas or carbon-monoxide emergency, call 0800 111 999. Do not smoke, light a flame or operate electrical switches. Open doors and windows only if it is safe to do so. If there is immediate danger, call 999.
MAKE THE SITUATION SAFE
What to do next
No heating or hot water
Note any boiler fault code and whether heating, hot water or both are affected. Do not remove a boiler casing or attempt internal repairs.
When you call
Tell us your postcode, the issue, when it started and anything you have already noticed. Photos or a short video can help, if it is safe to take them.
URGENT, NOT A GAS EMERGENCY
Speak to Prism Heating
For an urgent heating or plumbing enquiry, call us and explain what is happening. Availability and the appropriate next step are confirmed when we speak—this website does not promise an attendance time.
Useful details for common problems
What if there is water close to electrics?
Do not touch electrical equipment or switches near water. Keep people away from the area and get appropriate emergency help if there is an electrical risk.
Can I use the text enquiry for an urgent problem?
Yes, for urgent heating or plumbing work. Select the urgency in the form and include the important details. For a gas or suspected carbon-monoxide emergency, call 0800 111 999 instead.
Should I switch my boiler off?
If you are unsure, do not remove the casing or attempt a repair. Explain the symptoms and any display message when you call so the right next step can be discussed.
LET’S TALK
How can we help?
Tell us about your home and the work you have in mind.