We are sorry to hear that there is a problem and we are here to fix this for you as quickly as we can.
Should a fault occur and a repair is required, you should report this to us using the online form at the bottom of this page.
But first, here are some useful tips below to help you try to resolve it yourself if you are able:
Normal repairs will be dealt with during office hours (excluding bank holidays)
Monday - 9am - 4:30pm
Tuesday - 9am - 4:30pm
Wednesday - 9am - 4:30pm
Thursday - 9am - 4:30pm
Friday - 9am - 4pm
We are not open on weekends or bank holidays.
Should you experience a fault or repair at the weekend then this would be dealt with the next working day.
If your repair is deemed an emergency (something damaging to the property and/or threat of life) then we will send someone out to you as soon as possible. You should use the emergency number given ONLY in this event.
If you can smell gas please call the gas emergency line on 0800 111 999. They will aim to send out an engineer to your location within 4 hours from receiving your call. Should a gas leak be found then they will shut off the gas supply for your saftey. If this happens, you must contact us so we can arrange for a gas engineer to attend to find the source of the leak and make the appropriate repairs to ensure your gas is back up and running as it should be.
If your electricity goes off, please check the fuse box. Check your appliances and un-plug them one by one to see if this resolves the issue. If everything is turned on as it should be but you still have no supply then please contact us and we will make arrangements for an electrician to attend to diagnose the fault. Should you experience loss of electricity supply over the weekend and we are unable to send out an electrician to your location then please call the emergency line on 105 105.
If you experience a water leak, please locate the stop tap to turn off the water supply. Once you have done this, please contact us so we can make arrangements for someone to attend to resolve the problem. This stop tap is usually located under the kitchen sink - however this might not always be the case. The location of the stop tap will be noted on your inventory report you received at the time of moving in (if you are unsure where the tap is located then please contact us). Please note that non damaging leaks will be dealt with during business hours.
If you are experiencing a problem with your boiler, please try to reset this first before contacting us. If you have tried this and the boiler is still not working then please check if the boiler is displaying any error codes and make a note of this then please contact us so we can determine the problem and instruct an engineer to your location.
8/10 boiler issues can be down to low pressure as this is a very common problem. This is a simple fix and you can easily resolve this yourself. This is shown either by a displayed fault code on the boiler or on the pressure gauge if lower than 1.5 bar. If the issue is down to low pressure then you can call or email us and we can talk you through the process of re-pressurising your boiler. Thanks to modern technology, you can also access this information by inputting the fault code and make of boiler into your search engine as there are many online videos showing how to do this.
How to top up boiler pressure on an Ideal boiler - Watch this video
How to Bleed a Radiator - watch this video
Loss of Heating (if not pressure related) - please use a secondary heating source / heaters until we are able to get someone out to your location to fix this.
Loss of Hot Water (if not pressure related) - please use your immersion / electric shower (if you have one) until we are able to get someone out to your location to fix this.
In winter if your boiler stops working, it could be due to the condensate pipe being frozen. This is an external pipe. To resolve this, the pipe will either need help defrosting or it will defrost on its own. Try to help defrost this only if it is safe to do so. Try reset your boiler to see if it resolves the issue. If it does not, please wait a while and try again. If it still does not resolve after a few tries, then please contact us.
Please note that should a repair be something that has been caused by yourself, or is down to user error or no fault is found then you may be liable for the charge.
Please note we advise you send a picture of the issue when reporting a problem. Re-pressurising a boiler would not be something the landlord would be liable for the cost of.
