Frequently Asked Questions

Tenant Responsibilities

As a tenant, you have an obligation to maintain the property. The following may be attributed as your responsibility: fuses, light bulbs, unblocking sinks, plugs and chains, and garden upkeep. A full list of your obligations will be in your AST.


I can smell gas.What should I do?

Call 0800 111 999 or look here for more information http://www.nationalgrid.com/uk/gas/


What is classed as an emergency?

For gas and water, we follow British Gas' lead here. We will get someone to see you as quickly as possible but in the winter months, we cannot guarantee same-day visits or repairs, just as British Gas cannot guarantee them.


I have no hot water.

Firstly, check that your immersion heater is on. Secondly, if you have gas, do you have any heating working? Check your pilot lightand boiler operating instructions and note the boiler pressure. If this does not resolve the problem, then read this, before you logon and report the issue, along with the boiler pressure.


I have no heating.

Firstly, check the timers. Secondly, check the override button. Thirdly, check the pilot light. Check your boiler operating instructions and boiler pressure. If this does not resolve the problem, then read this, before youlogon and report the issue, along with the boiler pressure.


I have a water leak

If the leak is minor, then wrap a towel around or place a container under the leak. If the leak is minor, then wrap a towel around or place a container under the leak.

If the leak would cause significant danger or damage e.g. a burst pipe that cannot be isolated, then call an emergency plumber. Please note that if you make an emergency call-out, you may be charged if the job is not urgent.


My lights aren't working

Firstly, check the main electrical panel for a tripped circuit breaker. Don't stop there. Now check light switches for light bulbs.


Other problems with electrics

Check the consumer unit for signs of tripped fuses. You may need to wait a few minutes before they will reset. Issues can arise when multiple appliances conflict and trip, so record any electrical items that were and record these, should you need to raise a maintenance job online. If an appliance isn't working, check it another socket first, to ensure it isn't the appliance and check another appliance in the 'problem' socket.


What do I do to resolve mould issues?

Click here to see our full guide on how to manage mould / condensation issues


My roof is leaking

As homes age, so does the material covering the roof. As the roofing material ages, it lends itself to water intrusion. Have a look in the loft and see whether you can see obvious signs of daylight or leaks. Logon and raise a job, with an assessment of the problem.

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