‘How To’ Guide for Solving Issues

Solving Issues

‘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

Watch this video on How to Report Issues

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.

How to defrost a condensate pipe

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.

  • 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

changing the battery in smoke alarm final 01

Carbon Monoxide (CO)


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

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)

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.

Ensure the property is clean with no bin bags or food waste around. Place mousetraps that are available from most hardware stores around the property.

Remember that seeing 1 mouse on a rare occasion is not an infestation. Please monitor, and it is persists, speak to your Property Manager.

Mice prevention 01

This is ordinarily caused by hair. In the first instance, please use drain unblocker or a pour a bottle of bleach down and leave overnight. If the problem persists, use a plunger. If still not able to clear, please contact your Property Manager.

tips how to unblock drains

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)

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.


Tenant Responsibilities


During your tenancy with SouthSide, the tenants have responsibilities set out in their tenancy agreement. The tenant is responsible for keeping the property maintained by carrying out some basic jobs. Examples of responsibilities are below:

The Deposit Protection Service offers these Helpful Tips for preventing damp and mould so your deposit is not at risk.
(Please note that point 8 does not apply to internal doors in HMO properties as this is a fire risk).

  • Rubbish and recycling should be disposed of in the appropriate manner and at the appropriate time (information on bin collections can be found on the City of Edinburgh Council website using the following link here.  You should not leave rubbish anywhere in the common stair.
  • Ensure that your property is secure at all times by locking doors. Especially main street doors and ensure windows are closed if nobody is home (particularly if the property is on the ground or first floor).
  • If your property is going to be unoccupied for more than 14 days, as per government regulations, you must email your Property Manager with your leaving and return dates in case of an emergency and so they can inform their insurance company where applicable.  With this in mind we strongly recommend that you take out contents and tenants liability insurance to cover any loss or damage whilst your property is unoccupied or during your tenancy.
  • At the end of the tenancy, the property should be left clean and tidy to a professional standard and all items of furniture should be returned to their original position. Your property manager can provide details of cleaners and carpet cleaners if you wish to use a contractor or you can instruct another contractor of your choice.