A service and repair engineer has shared practical tips to help households keep their homes warm and safe this winter
A British Gas engineer has issued advice as snow and ice hits UK(Image: Getty)
British Gas is encouraging customers to follow an ’11am rule’ to minimise their risk of a common winter issue that can worsen the longer it remains unresolved. Temperatures across the UK are expected to drop below freezing over the next few days, bringing a chilly start to 2026 following a record-breaking mild December.
According to British Gas, 54,000 households nationwide may require assistance with their heating and hot water systems. The energy supplier is calling on households to take preventative measures as a surge in frozen pipes leaves numerous homes without heating or hot water during the current cold spell.
When temperatures fall below zero, pipes without insulation can freeze, causing the expanding ice to build pressure, often sufficient to crack the pipe and lead to leaks or flooding once it thaws. Last winter, over 1.2 million customers relied on British Gas engineers to repair faulty boilers and restore their heating and hot water systems.
To assist people in managing the temperature drop, British Gas service and repair engineer, Joanna Flowers, has offered practical advice to help households maintain warm and safe homes this winter, whilst also reducing energy costs. Ms Flowers said: “Frozen pipes are one of the most common issues we see during cold snaps, but the good news is they’re usually simple to sort out if you act quickly.”
If you find that your heating has stopped working or water isn’t flowing from the taps, there are certain steps you can take at home to help improve the situation, reports the Mirror. According to Ms Flowers, here’s what you need to do.
54,000 households expected to need emergency help with frozen pipes next week
Identify the frozen section. You’ll need to determine which pipe is frozen. If you have a modern condensing boiler, it’ll most likely be your condensate pipe. This will be a plastic one that comes out of your boiler – locate where it goes outside to see if it’s frosted over.
Safely thaw it. Once you’ve identified the problem pipe, you’ll need to thaw it out to get things flowing again. Slowly pour hot (but not boiling) water over the frozen pipe and place a hot water bottle over it to help melt away the ice.
Restart the boiler. Once thawed, reset the boiler. It should start up normally if the frozen pipe was the issue.
Burst pipe. If you suspect a burst pipe, often indicated by a sudden drop in water pressure, damp patches, or water marks on walls and floors, turn off the water supply at the stopcock immediately. Open all the taps to drain the system and keep the supply off until a qualified engineer can assess the damage and carry out the repair.
UK households are urged to call up before 11am
What is the ’11am rule’?
British Gas offers same-day engineer appointments to anyone in the UK with no heating or hot water. In an effort to assist homeowners who think they may need help from an engineer if they spot one of these common winter problems at home, Ms Flowers is urging people to follow the company’s ’11am rule’.
She advised: “If you do run into any issues and you call before 11am, one of our engineers will be with you the same day.” By ringing early in the morning, an engineer can arrive promptly to inspect and rectify any potential problems before they escalate, particularly as winter is the busiest time for plumbing issues and call-outs.
How can you avoid frozen pipes and other heating problems?
To prevent frozen pipes and other winter heating complications, Joanna suggests a few straightforward measures to ready homes for the cold weather.
Bleed your radiators: Occasionally, air pockets can accumulate inside your radiators, preventing them from warming the room uniformly. If you find that the top of your radiators feels cooler than the bottom, turn off the system and let it cool down. Then, using a radiator key, gently open the valve at the top to release the air before closing it again.
Keep draughts out: Ensuring windows and doors are properly sealed can help minimise heat loss and reduce energy bills by up to £60 annually. Simple solutions like self-adhesive foam strips around window frames can prevent colder air from seeping in, while draught excluders are excellent for blocking gaps under doors.
It’s also worth checking smaller openings – affordable keyhole covers and letterbox brushes are quick fixes that make a significant difference.
Maximise your home’s heat: Consider the layout of your furniture to allow radiators to work efficiently. A sofa positioned directly in front of a radiator may feel cosy, but it prevents heat from circulating around the room.
Using thicker curtains can help retain warmth at windows and doors, while placing rugs on bare floors can minimise heat loss through the floor. And don’t forget to open your curtains when the sun is out to let in natural warmth.
Adopt zonal heating: To save money, avoid heating rooms that aren’t in use, such as conservatories or home offices that are only needed for remote working. Be sure to turn off the radiator and shut the door to stop cold air from circulating around the rest of the house. When you need to use the room again, switch the radiator back on in advance to warm it up.
Insulate your pipes: Frozen pipes can lead to serious damage, often cracking or bursting when water freezes. The easiest way to prevent expensive repairs is to stop them freezing in the first place. Wrapping pipes with affordable insulation from a DIY shop can help maintain warmth and reduce heat loss.
Find your perfect temperature: When the chill hits, it might be tempting to crank up the thermostat, but maintaining a setting between 18°C and 21°C is both cosy and economical. Even a minor adjustment can have an impact – lowering the temperature by just one degree could shave about 10% off your heating bills, saving the average household approximately £75 annually.
Adjust your heating to match your routine: Programming your heating can aid in energy conservation without compromising on comfort. Consider setting it to kick in around 15 minutes before you rise and to switch off half an hour prior to bedtime.
This not only helps reduce costs but can also promote better sleep quality. At night, you can further minimise waste by decreasing the temperature in rooms that aren’t occupied.
Make use of smart thermostats: Winter is the prime time for energy consumption, so utilise technology like smart thermostats. These devices allow you to manage your heating with a simple click and monitor your expenditure, aiding in money-saving efforts.
See if you’re eligible for energy assistance: It’s always wise to check if you qualify for additional support with your energy bills before the cold weather sets in. British Gas customers could receive up to £2,000 assistance with their energy bills from its Energy Support Fund. Numerous energy providers also offer help funds to assist with energy expenses.
Give your boiler some TLC: It’s often the case that many people don’t think about their boiler until it breaks down – but regular maintenance can help avoid future potential problems altogether. British Gas Homecare products offer customers the ability to safeguard their boiler and include an annual service.
