Snow and icy conditions
Update 15 December
Due to the icy conditions we’re continuing to receive a high volume of calls. Our teams are working hard to attend all emergencies as quickly as possible. To help with this, where possible, please carry out the following checks on your heating before contacting us:
- Check your thermostat is set at the right temperature and your heating is turned on at the programmer or timer.
- If your thermostat is remote, check it has batteries and replace them if possible.
- Make sure you have sufficient gas – especially if on a prepayment meter.
- It’s common for condensate pipe to freeze in this weather. If this happens your boiler may typically show L2, F2, F28, or F29 fault code. Watch this short film for how to defrost the pipe and get your boiler working.
- If your boiler has a reset button try resetting it as sometimes this can clear a fault quickly. You can watch a quick video of how to do this here.
Our Homes teams are out again today clearing paths and gritting them. We’re also refilling the 59 yellow grit bins across our estates which customers are welcome to use if they need any grit to combat the icy conditions.
Update 13 December 2022
Roads remain icy today but we’re doing what we can to attend to all repair jobs. Again, please be patient while we travel through the snow to appointments. Also, because of health and safety risks we still can't complete any work at heights and some non-urgent repairs may be impacted. Our team will contact you this morning to advise and re-book your appointment if this is the case.
Monday 12 December 2022
We’re doing what we can today to attend to all repair jobs. Please be patient while our operatives travel through the snow and icy roads.
We’re unable to complete any work at heights due to health and safety and some non-urgent repairs may be impacted. Our team will contact you to advise and re-book your appointment if this is the case.
If you have no heating or hot water and need to report an emergency, please call us on 0300 777 2600. We have a 24 hour response time and will attend and complete a temporary fix or provide a temporary heater if your boiler is not working.
Our Homes team are out on our estates clearing paths and gritting them to help.
Common boiler faults
It’s common in icy conditions for condensate pipe to freeze which can cause your boiler to stop working. If this happens your boiler may typically show L2, F2, F28, or F29 fault code.
Watch this short film for how to do this https://www.youtube.com/watch?v=11s9BaguYRk.
The condensate pipe is usually a white plastic pipe below the boiler running to outside. If it does run outside, and it’s safe for you to do so, you can attempt to defrost this pipework by pouring boiling water onto it from a kettle. This may take 2-3 full kettles of boiling water depending on the length of the pipework.
Once defrosted you may hear the backed up condense water start rushing through, or even see the ice shoot out from any open ends of pipework. Once this happens, if you can reset your boiler, then it should start working.
Help and support
KCC are advising people to stay indoors and avoid travelling wherever possible. You can read more of their advice on how to stay warm here.
There are some hints and tips for your home on our website which might be useful.
Our office at County Gate One, Maidstone is closed. Please remember to use MyGolding to report any non-urgent repairs and to contact us.
We'll be keeping a close eye on weather conditions this week and will update here and on our social media if there are any further changes to our services.