Service and repair engineers are issuing guidance to help UK households as cold weather hits
British Gas is urging customers to follow an ’11am rule’ to reduce their risk of a common winter problem that can get worse the longer it goes unaddressed. Temperatures across the UK are set to plummet below freezing over the coming days, marking a cold start to 2026 after a record-breaking mild December.
According to British Gas, 54,000 households across the country may need help with their heating and hot water systems. British Gas is urging households to take action as a rise in frozen pipes leaves many homes without heating or hot water during the current ‘deep freeze’.
When temperatures drop below zero, uninsulated pipes can freeze, and the expanding ice forces pressure to build, often enough to crack the pipe and trigger leaks or flooding when it thaws. Last winter, more than 1.2 million customers called on British Gas engineers to fix broken boilers and get their heating and hot water systems back up and running.
To help Brits cope with the drop in temperature, British Gas service and repair engineer, Joanna Flowers, has shared practical tips to help households keep their homes warm and safe this winter while also saving on energy bills. 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 notice 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. According to Ms Flowers, here’s what you need to do.
Locate the frozen section. You’ll need to find out 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 – find where it goes outside to see if it’s frosted over.
Thaw it safely. Once you’ve found the culprit, you’ll need to thaw it out to get things flowing again. Slowly pour hot (but never 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 fire 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.
What is the ’11am rule’?
British Gas offers same-day engineer appointments to anyone in the UK with no heating or hot water. In a bid to help 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 said: “If you do run into any issues and you call before 11am, one of our engineers will be with you the same day.” By calling in the morning, an engineer can visit as soon as possible to investigate and fix any potential issues before they worsen, as winter is the peak season for plumbing issues and call-outs.
How to prevent frozen pipes and other heating issues?
To help prevent frozen pipes and other winter heating issues, Joanna recommends taking a few simple steps to prepare homes for cold weather.
Bleed your radiators: Sometimes, pockets of air can build up inside your radiators, stopping them from heating the room evenly. If you notice the top of your radiators feels cooler than the bottom, switch the system off and let it cool. Then, using a radiator key, gently open the valve at the top to let the air escape before closing it again.
Keep draughts at bay: Making sure windows and doors are properly sealed can help reduce heat loss and lower energy bills by up to £60 a year. Simple solutions like self-adhesive foam strips around window frames can stop cooler air creeping in, while draught excluders are great for blocking gaps beneath doors. It’s also worth checking smaller openings – inexpensive keyhole covers and letterbox brushes are quick fixes that make a big difference.
Make the most of your home’s heat: Think carefully about how furniture is arranged in your home so radiators can do their job to the best of their ability. A sofa placed directly in front of a heat source might feel snug, but it stops heat from circulating around the rest of the room. Meanwhile, using thicker curtains helps trap warmth at windows and doors and laying rugs on bare floors can reduce the heat escaping through the ground. And when the sun is shining, remember to open your curtains to let in natural warmth.
Embrace zonal heating: To save money, avoid heating rooms you aren’t using, for example conservatories or offices that are only needed when you’re working from home. Make sure to switch off the radiator and close the door to prevent cold air from moving through the rest of the house. When you need the room again, turn the radiator back on ahead of time to heat it up.
Insulate your pipes: Frozen pipes can cause serious damage, often cracking or bursting when water turns to ice. The simplest way to avoid costly repairs is to stop them freezing in the first place. Wrapping pipes with inexpensive insulation from a DIY store helps retain warmth and reduce heat loss.
Find your ideal temperature: When the cold sets in, turning up the thermostat might seem like the quickest fix, but keeping it set between 18°C and 21°C is both comfortable and cost-effective. Even a small change makes a difference – reducing the temperature by just one degree could trim around 10% off your heating costs, saving the average household roughly £75 a year.
Set your heating to suit your routine: Scheduling your heating can help you save energy without sacrificing comfort. Try setting it to switch on about 15 minutes before you get up and to turn off half an hour before bedtime. This not only cuts down on costs but can also support a better night’s sleep. At night, you can further reduce waste by lowering the temperature in rooms that aren’t in use.
Embrace smart thermostats: Winter is the peak season for energy usage, so take advantage of technology like smart thermostats. These allow you to control your heating at the click of a button and track your spending, helping to save money in the process.
Check if you qualify for energy support: It’s always a good idea to see if you’re eligible for extra help with your energy bills before the cold weather arrives. British Gas customers could be eligible for up to £2,000 support with their energy bills from its Energy Support Fund. Many energy providers also have assistance funds to help with energy costs.
