Solving Issues
Tenant Information
‘How To’ Guide For Solving Issues
Many calls that we receive from tenants are common issues that 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
How to Defrost a Frozen Condensate Pipe
If part of your condensate pipework is outside and does freeze during a prolonged period of very cold weather, you might hear a gurgling noise coming from the boiler and if your boiler has a digital display, you may see an ‘EA’ error code too.
There’s no need to worry if your condensate pipe freezes. You can usually thaw it safely without the need to call an installer or engineer by following this guide from Worcester Bosch on how to defrost your condensate pipe.
Leak into your property
Radiators not heating property
If you radiators are not heating properly or cold at the top, hot at the bottom, make sure that the air has been taken out of the system by ‘bleeding’ the radiators.
- You will need a radiator bleed key available from any DIY store. You can also buy them from Amazon.
- Get a cloth ready to catch the drips of water
- 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 your 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.
Boiler checklist & topping up
- Power/electricity – make sure that there is power going to your boiler. Please check the fuse board that everything is on.
- Thermostat/timer – make sure that the thermostat is turned on and the timer is set correctly.
- Red light flashing – if red light flashing on the front of the boiler, please try resetting the boiler, or turning off and back on.
- Boiler Pressure – if your heating or hot water isn’t working effectively, it could be due to boiler pressure which 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.
Changing batteries
In smoke alarms, carbon monoxide detectors, and heat detectors. A useful link on how to change batteries can be found here (YouTube – Smoke Alarms) and here (YouTube – Carbon Monoxide Alarm).
Testing smoke alarms:
Link to YouTube – Testing Smoke Alarms
Lost keys / locked out
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.
Mice / rodents
Unfortunately, mice are common in Edinburgh however there are ways to prevent and avoid any further visitors.
Prevention Tips:
Food Storage
Please store all food (including pet food) in sealed containers, ideally made of plastic or glass. Avoid leaving food out on counters overnight.
Rubbish Disposal
Make sure bin bags are securely tied and disposed of regularly. If you use an indoor bin, it helps to use one with a lid and to empty it frequently.
Cleaning Crumbs and Spills
Regularly sweep or vacuum floors, especially in the kitchen and dining areas. Wipe down surfaces to avoid attracting mice with crumbs or grease.
Check for Entry Points
Mice can squeeze through very small gaps (as small as a 5p coin). If you notice any small holes or gaps around pipes, skirting boards, or cupboards, please let us know so we can arrange to have them sealed.
Keep Cupboards Tidy
Try to keep under-sink and pantry areas clean and dry, as mice are drawn to dark, quiet spaces with food or water access.
If You Suspect a Mouse Problem:
If you notice any signs of mice—such as droppings, gnaw marks, or scratching noises—it’s important to act quickly. As a tenant, it is your responsibility to take the initial steps to deal with minor pest issues:
Use Traps or Poison
The most effective way to deal with mice is to use snap traps or rodent poison, which are widely available at supermarkets or online. These methods are generally quick and effective when used correctly and safely.
Humane Traps (Optional)
If you are uncomfortable using traditional traps or poison, you may use humane catch-and-release traps as an alternative, though they can be less effective. If using these, please ensure mice are released far from the property to avoid re-entry.
Act Promptly
The sooner action is taken, the easier it is to prevent the issue from escalating. Please do not ignore signs of mice.
Let Us Know if the Problem Persists
If you’ve taken reasonable steps and the issue continues, we’re happy to review and may arrange professional pest control depending on the severity and cause of the problem.
Shower / bath / sink blocked
This is ordinarily caused by hair. In the first instance, try products such as baking soda and vinegar or salt and boiling water to dislodge the blockage as this often works and is kinder to the environment. If this fails to resolve the problem, then a plunger could be used to dislodge the blockage. If the blockage remains after carrying out these steps then it may be necessary to use a chemical drain unblocker or bleach by pouring the contents of the bottle into the plughole and leaving overnight. If having completed the above steps, the blockage remains, please contact your Property Manager.
Damp & 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)
No Electricity – Fuseboard
How to locate and shut off your stopcock
Restarting talk talk wifi router
If you have a TalkTalk router, follow the steps in the video below to restart it. If you are still having trouble, please fill out this form and someone will get back to you after contacting TalkTalk.
What is a Guarantor
Preventing blocked drains
