Do this before troubleshootingLeave the building. Do not use switches, flames, appliances, or a phone indoors. From outside, call 911 if there is immediate danger and call your gas utility. Do not re-enter until responders say it is safe.
The short answer
The responsibility boundary matters. Utilities generally control the meter and upstream service; a private contractor typically handles customer-side piping after the meter. Do not touch the meter, regulator, or service valve to determine which side is involved.
What matters in this situation
Odor, hissing, or a detector alert changes the order of operations: protect people first, then diagnose the private-side piping after the utility or emergency responders say the area is safe.
Details that help define the next step
- Exact odor location relative to the meter and building
- Hissing, damaged landscaping, impact, corrosion, or construction nearby
- Recent digging, fence work, snow removal, or vehicle contact
- Whether the odor changes with wind direction
These details help establish scope; they do not replace an emergency response, onsite inspection, utility decision, permit requirement, or manufacturer instruction.
How a careful service process is organized
- Start by documenting exact odor location relative to the meter and building and hissing, damaged landscaping, impact, corrosion, or construction nearby.
- Confirm recent digging, fence work, snow removal, or vehicle contact and whether the odor changes with wind direction before the scope is finalized.
- Have utility incident or reference number and photos taken only from a safe distance ready for the onsite team or authority.
- Use the findings to define the appropriate emergency gas leak repair scope, required testing, and any next authority or trade.
What to have ready when requesting service
- Utility incident or reference number
- Photos taken only from a safe distance
- Whether service was shut off
- Location of the first customer-side pipe
What not to do
Do not cover, paint, strike, or attempt to adjust the regulator or meter. Keep relevant tags, notices, equipment information, and safely obtained photos available for the people handling this specific situation.