Should You Call the Gas Utility or an HVAC Contractor?

When something feels off with your gas heating system, it is not always obvious whether you should contact the gas utility, like FortisBC, or a licensed HVAC contractor. Calling the right one first can save time and, in some cases, keep you safer.

Call the gas utility or 911 for these situations

• You smell gas — A rotten-egg odour anywhere near a gas appliance, meter, or line means you should leave the building, avoid using switches, phones, or flames inside, and call the gas utility’s emergency line or 911 from a safe distance.
• Carbon monoxide alarm sounding — Evacuate immediately and call 911. CO is colourless and odourless, so never assume it is a false alarm.
• Damaged gas meter or exposed lines — For example, after construction work or a vehicle strike near the meter, the utility handles supply-side infrastructure.
• Suspected underground gas line issues — Unusual dead patches of vegetation, a hissing sound near buried lines, or dirt being blown into the air can indicate an underground leak.

Call a licensed HVAC contractor for these situations

📞 Talk to a licensed ROMA technician — (604) 704-0300

• Your furnace or boiler will not turn on, cycles too often, or produces uneven heat
• A pilot light repeatedly goes out, assuming there is no gas smell present
• Strange noises from the furnace, boiler, or air handler
• Thermostat malfunctions or inconsistent readings
• You need a safety inspection, routine maintenance, or a new installation
• Your heating bill has spiked without an obvious cause

Quick reference table

Why the distinction matters

Gas utilities are responsible for the gas supply up to your meter and respond to leaks and emergencies affecting that infrastructure. HVAC contractors handle the appliances themselves, from furnaces and boilers to fireplaces, once gas has safely reached your home. A TSBC-licensed gas contractor is qualified to work on appliance-side gas connections, but a suspected active leak or CO event should always go to the utility or emergency services first, since their teams are equipped to secure the site immediately.

What to do while you wait

If you have called about a gas smell, stay outside and away from the building until you are told it is safe to return. If you have called an HVAC contractor for an appliance issue, it is fine to continue using unaffected rooms normally, but avoid repeatedly cycling the furnace’s power or ignition sequence beyond what the owner’s manual describes, since this can mask a fault that the technician needs to diagnose properly.

What if you are genuinely unsure which one applies?

Sometimes a situation does not fit neatly into either category, such as a faint smell you are not entirely sure is gas, or a furnace problem that started right after some yard work near the meter. When you are not certain, treat it as a potential gas concern and call the utility first. Utilities are set up to respond quickly to uncertain reports and would rather investigate a false alarm than have someone wait too long on a real one. Once gas supply and safety are confirmed, an HVAC contractor can take over for any appliance-side diagnosis and repair.

Why Greater Vancouver homeowners run into this question often

With a large share of older housing stock across Metro Vancouver, gas lines, meters, and appliances have often been in place for decades, which means wear-related issues are more common than in newer construction. Renovation work, landscaping, and even routine excavation near property lines can also disturb buried gas lines without immediate obvious damage. Knowing this distinction ahead of time, rather than trying to figure it out in the moment, makes it easier to respond quickly and appropriately when something does come up.

Get the right help from ROMA Heating & Cooling

Once the utility confirms your gas supply is safe, or if your issue is appliance-related from the start, ROMA Heating & Cooling can help. We are a TSBC-licensed gas contractor (Gas licence LGA0202903) serving Greater Vancouver since 1999, offering furnace repair, boiler repair, and full safety inspections with upfront flat-rate pricing. Call (604) 704-0300, visit our contact page, or book an appointment for non-emergency heating concerns.

Frequently Asked Questions

What number do I call if I smell gas in my home?

Leave the building first, then call your gas utility’s emergency line (such as FortisBC) or 911 from a safe location outside. Do not use phones, switches, or appliances inside the home before you leave.

Can an HVAC contractor fix a gas leak?

A TSBC-licensed gas contractor can repair appliance-side gas connections, but an active or suspected leak should be reported to the gas utility or 911 first so the site can be secured immediately.

My furnace won't start but I don't smell gas. Who should I call?

That is an appliance issue, so a licensed HVAC contractor is the right call. They can diagnose ignition, thermostat, and mechanical problems safely.

Is it ever okay to wait before calling about a gas smell?

No. Any suspected gas odour should be treated as urgent. Leave the area and contact the gas utility or 911 right away rather than waiting to see if it goes away.

Reviewed by the ROMA Heating & Cooling team — TSBC-licensed gas contractor (Gas LGA0202903), serving Greater Vancouver since 1999. Updated June 2026.

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