Frequently asked questions

  • Can I submit my meter reading online? We will read your meter every two months. If we can't access your meter for any reason, we will leave you a Blue Card so that you can take the reading yourself and submit it to us online. Alternatively, you can call us on 644400 and we'll be happy to take the reading from you over the phone.
  • What is the benefit of paying my bill by Direct Debit? Paying by direct debit takes all of the effort out of paying your gas bills. You will still receive a bill every two months, but the payment is taken automatically from your bank account so you don't have to do a thing.
  • How do I set up a Direct Debit? Paying by Direct Debit couldn't be easier, simply complete our Direct Debit Form and send it back to us at Murdoch House, South Quay, Douglas, IM1 5PA. Alternatively, you can call us on 644453 and we'll send the form to you by post.
  • I want to set up an account with Manx Gas, how do I do that? You can call our Customer Services Department on 644400 and we send you a Domestic Customer Agreement Form.
  • I need to make changes to my account details, how do I do that? You can call our Customer Services Department on 644400.
  • Can I view my bills online? No, not at present, however this is a service we aim to offer in the future. If you have any queries about your bill please email us or call our Customer Services Department on 644400.
  • How do I know when my next bill is due? We send out bills regularly every two months. If you think you haven't received your latest bill please email us or call our Customer Services Department on 6444400
  • How do I log a complaint? If you are unhappy with any aspect of our service, please give us the opportunity to put things right by contacting our Customer Service Team on 644444, in the first instance or by writing to us at Murdoch House, South Quay, Douglas, IM1 5PA. See full details of our Complaints Procedure.
  • Where and how can I pay my bill? You can pay your bill online, by credit, debit card or Direct Debit, by calling 644400; or by sending a cheque to us at: Murdoch House, South Quay, Douglas, IM1 5PA.
  • I am moving house, who do I need to notify? Please call our Customer Services Department on 644400 at least five working days* before you move, so that we can make the necessary arrangements.*Please note: 'Working Day' does not include weekends or Bank Holidays.
  • What should I do if I think a gas appliance in my home is unsafe? If you suspect a gas appliance is unsafe, turn it off immediately and do not touch it or use it again until it has been checked by one of our Gas Safe engineers. By using a Manx Gas engineer you can be sure that any work carried out will be completely safely and competently. Call us on 644489 to arrange an appliance inspection.
  • How do I know if a gas engineer is registered? Anyone employed to work on domestic gas appliances and boilers must be Gas Safe registered by law. All of our engineers are Gas Safe registered and carry identification cards, which tells you which appliances they are qualified to work on.
  • Should I always follow the advice of a Manx Gas engineer? A. In the interests of your own safety and the safety of others, you should always follow the advice given by our engineers.
  • What do I do if I suspect there may be a gas leak? If you smell gas or think there's been a gas escape, don't take chances - call us immediately at any time, night or day on our FREEPHONE NUMBER: 0808 1624 444.
  • What is Carbon Monoxide and do I need to worry about it? Carbon Monoxide is an odourless, colourless and tasteless gas, which can be extremely dangerous. Please read our help & advice brochure about Carbon Monoxide for more details.
  • Do you recommend the use of Carbon Monoxide alarms? Carbon Monoxide alarms provide advance warning of the gas in properties and are a very useful precaution, however they shouldn't be regarded as a replacement for regular maintenance and safety checks by a Manx Gas registered engineer. Alarms are available from most hardware stores and cost between £20 and £30 and will carry a British or European approval mark, such as the kitemark. Please ensure that you follow the manufacturers installation and maintenance instructions.
  • What should I do if I have a question that isn't answered here? Please contact our Customer Service Team on 644400 or email us: customerservices@manxgas.co.im
  • DO NOT smoke or strike matches
  • DO NOT turn electric switches on or off
  • DO put out naked flames
  • DO open doors and windows
  • DO keep away from the affected area
  • DO turn off the gas mains