‘How To’ Guide for Solving Issues

How to Guide for Solving Issues

Many calls that we receive from tenants are common issues that happen in day to day life of a property and can normally be resolved by following a few simple procedures which are listed below.

If you have tried to resolve the issue yourself and you still need assistance then email your property manager with the following information:

  • Your property reference code and address which can be found on your tenancy agreement
  • A description of the fault being as detailed as possible
  • A photograph even if you feel there is nothing visually to see, a photo can always help your Property Manager understand the fault.

Common issues which can normally be resolved using the following advice

Damp and Condensation

Damp and condensation can normally be a caused by lack of ventilation and heating in a property. windows should be opened to allow the property to efficiently ventilate and heating should be run daily. The recommendation is that both should be done for minimally 1 hour a day. For further advice, please visit this link (YouTube – Mould & Condensation)

Boiler / Heating Check list

Please ensure you carry out the following checks before reporting the fault or you may be charged for the call out.

  • Boiler Pressure – Your boiler pressure should be between 1 and 2 bar. The pin gauge should be located on the front of the boiler. If it is less than this then you will need to open the filling loop valve (usually a flexible silver pipe) and fill the system until the pin is within this pressure. Always make sure that the filling loop is closed properly after filling. This video should help if you have any further questions or queries – Link to YouTube – Topping Up Pressure in Boiler
  • Power/ Electricity– Make sure that there is power going to your boiler. Please check the fuse board and that everything is on.
  • Thermostat /timer – Make sure that thermostat is turned on and the timer set correctly.
  • Red light flashing- – if a red light is flashing on the front of the boiler, please try resetting the boiler, or turning off and back on.

What to do if your central heating & hot water isn’t working

Radiators not heating properly.
If you radiators are not heating properly, cold at the top, hot at the bottom, make sure that the air has been taken out of the system by ‘bleeding’ the radiators. In order to do this you will need a radiator bleed key available from any DIY store. You can also buy them from Amazon. Please take care when turning the valve and have a cloth ready to catch any droplets of water which may escape. Ensure that the heating is switched off and fit the key into the bleed valve and carefully turn it anti clockwise, it normally only requires a half turn. The air will start escaping, when water begins to dribble out all the air has been removed so just return bleed valve to previous position. Then switch on you heating and check there are no leaks from the valve. Finally top up the boiler as above if necessary. There is a link below to a video which will show you how to bleed radiators.


Carbon Monoxide (CO2)

If you suspect a carbon monoxide leak or your carbon monoxide alarm is going off, you should do the following as a matter of urgency

  • Switch off the appliance (find out more about potential carbon monoxide sources) and do not turn it back on until you’re told it’s safe by a Gas Safe registered engineer
  • If you can, shut off the gas supply at the meter control valve. If carbon monoxide gas continues to escape call National Grid on the Gas Emergency Freephone Number 0800 111 999
  • Open all doors and windows to ventilate the room. Do not sleep in it
  • Visit your GP urgently and tell them that you believe your symptoms may be related to carbon monoxide poisoning. Your GP should advise a blood and/or breath sample be taken
  • Source: NPower (Carbon Monoxide Safety)

    What to do if your CO2 alarm goes off or you spot other signs of carbon monoxide

    Gas Leak

    If you smell gas or think that you may have a gas leak somewhere then you should call Transco Gas Emergencies line straight away on 0800 111 999. Open your windows and doors to let air in, make sure all gas appliances are turned off and turn the gas off at the mains if possible. Do not turn lights on or off and avoid using other electrical switches and appliances. Do not smoke, light a match or any other naked flame.

    Do not try and investigate the problem or attempt to fix a leak or a faulty appliance.

    National Grid Gas Emergencies (Formally Transco Gas ) – 0800 111 999 (This is a 24 hour emergency line)

    Please the call Southside on 0131 510 0051 during working hours or out with working hours on our emergency line to report 0131 510 2424.

    Please note however that only Gas Leak, Fire, Flood and Property Damage Constitutes an Emergency and any general maintenance calls will be dealt with during normal office hours.