Gas
As your landlord we’re required by law to complete a gas safety check on your gas appliances every year. This must be done in all circumstances where you have a gas supply. Please make sure that you arrange for us to have access to your home in plenty of time each year.
It’s your responsibility to allow one of our fully qualified and registered gas safe engineers access to your home to carry out this service.
We’ll book an appointment with you ten weeks before your annual gas safety certificate runs out via text or letter. If we find that a repair is required during your gas safety check, we’ll inform you and work to repair it as quickly as possible. Visit our gas safety page for more information.
If your heating system stops working, we’ll treat this as an emergency between 1 October and 31 March and we’ll attend within 24 hours to attempt to repair it. If we need parts to fix it, it’s likely that a follow up visit will be needed. We’ll provide you with a portable fan heater if you need one whilst the work is completed and a contribution towards the running cost of this heater.
Heating breakdowns between 1 April and 30 September won't be deemed an emergency unless you're a vulnerable customer.
We’ll aim to restore your hot water within five days, but if parts are required it may take longer. Not having hot water isn't treated as an emergency unless you or members of your family are considered vulnerable, disabled or have an illness which would be made worse by not having hot water.
If you have a leak, turn off the water supply by your stop cock, these are usually located under your kitchen sink. If you have water coming through your electrics, you’ll also need to turn off your electric supply which can usually be found either under the stairs or the cupboard near the front door. Try to soak up any water with old towels.
| REPAIR | PRIORITY | RESPONSIBILITY | NOTES |
|---|---|---|---|
| Gas or oil-fired systems (inc. boilers) or air source heat pumps |
Emergency – make safe Routine repair |
Us |
Heating issues are only considered an emergency between 1 October and 31 March and/or you're a vulnerable customer. We’ll provide you with a portable fan heater if you need one whilst the work is completed and a contribution towards the running cost of this heater. When we attend we'll aim to restore your hot within five days but it may take longer if parts are required. |
| Gas or electric boilers |
Replacement |
Us | |
| Immersion heaters or hot water cylinders |
Emergency – make safe Routine repair |
Us | When we attend, we'll aim to restore your hot water within five days but it may take longer if parts are required. |
| Leak from hot water cylinder |
Emergency – make safe Routine repair |
Us | Where possible, please turn off your water supply at the stopcock and place a bucket or other container under the cylinder to contain the leak. |
| Immersion heaters or hot water cylinders |
Replacement |
Us | |
| Radiators and pipework |
Emergency – make safe Routine repair |
Us |
Heating issues are only considered an emergency between 1 October and 31 March and/or you're a vulnerable customer. We only consider this an emergency where three or more radiators are not working or where the leak can't be contained. If radiators are leaking please contain it as best possible with shallow containers or old towels. |
| Radiators and pipework | Us |
Heating issues are only considered an emergency between 1 October and 31 March and/or you're a vulnerable customer. We only consider this an emergency where three or more radiators are not working or where the leak can't be contained. If radiators are leaking please contain it as best possible with shallow containers or old towels. |
|
| Thermostat |
Emergency – make safe Routine repair |
Us |
Heating issues are only considered an emergency between 1 October and 31 March and/or you're a vulnerable customer. Most issues can be resolved by turning the thermostat right down, and then right up to the maximum. You also need to check that the valves on your radiators are open and that there's credit on your meter. |
| Any hot water or heating systems you have fitted yourself (eg showers, electric towel rails, etc) | You | ||
| Gas oven or hob (Market Rent customers only) | Emeregency — make safe | Us | |
| Gas oven or hob (Market Rent customers only) | Replacement | Us |
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