Prospect Estate Agency's Tenant Winter Guide

Keep warm, keep safe and keep happy this winter with our Tenant Winter Guide to solving all manner of wintery emergencies.

Emergencies >
What to do when things go wrong >

Boiler >
Electrics >
Gas >
Plumbing >
Locks, Doors and Windows >

Preventative measures >

Heating >
Water and Plumbing >
Mould >
Exterior >
Garden >

Top Tips for Energy Efficiency this Winter >

Emergencies

An emergency is classed as something that causes a risk to tenants or the property, such as a leak that cannot be contained or an electrical fault other than a localised power cut. See below a brief guide as to what constitutes an emergency and requires immediate attention.

Before calling:

If your property is managed by your landlord you should contact them directly to discuss your maintenance issue or emergency.
If your property is managed by Prospect and your landlord has British Gas cover and you have a Gas Boiler or plumbing emergency you MUST contact British gas in the first instance on 0333 2029798 to see if your issue is covered. They will require the address and landlords name.
Should your landlord have an excess on the British Gas policy you will be required to make the payment and provide us with proof of payment for the refund.

What counts as an emergency?

No water.
No heating or hot water. Please note that this will only count as an emergency if there is a child under two or an elderly or vulnerable person living in the household. You will be charged for a call out if there is not a child under two or an elderly or vulnerable person living in your home.
No power – but check whether it is a power cut first before calling.
Leaks that cannot be contained.
If you cannot unblock a toilet and it is the only one in the household.
A broken handle or lock that means you cannot secure or unlock the property.
A broken window.
If you have a gas leak or can smell gas, leave the property and phone the National Gas Emergencies number immediately on 0800 111 999.

What to do when things go wrong

We have compiled a list of common maintenance problems and when they should be classed as an emergency. Please refer to this guide in the event of a maintenance issue.

If you have referred to this guide and still believe that your problem is cause for emergency, please call 0118 955 9747 where you will be given the option to divert to our emergency line. However, if the problem isn’t urgent then please do not call our emergency line as you may be charged for call out fees.

Please be aware that you should still report any other non-urgent issues to Fixflo as per the requirements of your tenancy agreement.

Boiler

Most issues with your boiler will require an engineer to attend and repair. However, there are a few checks you can do before reporting the issue that may resolve the problem without having to call out an engineer.

Check the boiler pilot light is on.

This is the small flame that lights the gas. If it is not on, refer to the boiler manual and if that fails, report on Fixflo and a professional will come out to help you.

Check the boiler for an error code.

A quick look online should help you find the right make and model of the boiler and give you easy instructions to get it up and running again.

Reset the boiler

Unless there is an obvious leak, we always recommend resetting the boiler. Check the boiler manual for instructions on how to do this.

Test your radiators

Make sure your radiators are working correctly. If you notice that they aren’t heating properly, there are cold spots, or they gurgle, bleed the radiators to let out trapped air.

Check the water pressure

If you have no hot water, the water pressure could be to blame. If you have a hydraulic pressure gauge, you’ll see low and high pressure indicated by red sections on the dial. On most digital gauges, you’ll see a flashing pressure reading if there’s a low-pressure warning. In such instances, check your boiler manual for instructions on re-pressuring (this means allowing more water to enter the system from the water mains supply).

Check your waste pipe

If you have no heating or hot water and your boiler is making a gurgling noise or shows an ignition fault code, it could be that your waste pipe (or condensate pipe) has frozen. You can try pouring hot water over your pipe externally to thaw the ice. Try to concentrate on any pipework that is horizontal, such as bends. If it works you should hear the ice begin to crack and it can sometimes shoot out of the bottom of the pipe like an ice-pop. This can sometimes take several attempts, and if it doesn’t work you may need to contact your property manager. Remember to only attend to pipes that are easily accessible and not to use boiling water, as this can be a safety hazard.

When to call the emergency line

Having no water whatsoever is classed as an emergency. Having no hot water is only classed as an emergency if you have a child under two or an elderly or vulnerable person in your household.

If there is no known fault with your water supplier and the office isn’t open to contact your property manager, please call 0118 955 9747 where you will be given the option to divert to our emergency line.

Electrics

Check if it is a power cut

Call 105 to report a power cut to your Distribution Network Operator. You can also call this number if you are unsure and would like to find out if there has been a power cut in your area.

The Distribution Network Operator is responsible for restoring power to your home.

Check your fuse board

Check your fuse board for tripped switches. Use an online search engine to help you safely find the electrical item that’s causing the RCD to trip.

When to call the emergency line

Providing that it is not a power cut or a tripped switch on your fuse board, having no power counts as an emergency. Please call your property manager or, if out of office hours, contact 0118 955 9747 where you will be given the option to divert to our emergency line.

Plumbing

Leaks

Leaks that cannot be contained are an emergency. Turn off your water supply and be extra careful if the leak is near electricals.

Blocked toilets

If the only toilet in the property is blocked, this counts as an emergency. However, if you cannot unblock one toilet but have another toilet in the property that you can use, please report the blocked toilet on Fixflo.

When to call the emergency line?

If you experience one of the above plumbing emergencies, contact 0118 955 9747 where you will be given the option to divert to our emergency line.

Locks, Doors and Windows

Broken handles and locks

Broken handles and locks are only considered an emergency if you are unable to secure or enter the property. Any broken handles that do not present a safety issue should be reported on Fixflo.

Broken windows

Broken windows are an emergency as they compromise the safety of the property

When to call the emergency line?

If a broken lock, handle, door, or window is the result of a break in, always call the police first. If not, please call your property manager or, if out of office hours, contact 0118 955 9747 where you will be given the option to divert to our emergency line.

Heating

Stay warm and toasty this winter with these tips for maintaining a cosy home.

Test your radiators

Make sure your radiators are working correctly. If you notice that they aren’t heating properly, there are cold spots or they gurgle, bleed the radiators to let out trapped air.

Going away?

If you’re going away at all, leave your heating on a low temperature and leave the loft hatch open if you have one. Doing this will keep your property warm, avoiding mould and freezing pipes. (If you’re going away for an extended period, please let your property manager know in advance.)

Don’t set the thermostat too high

This might seem counter-intuitive but the warmer your home is, the faster the heat will be lost to the outside. To achieve optimal comfort, it is recommended for homeowners to set their thermostats between 20 to 22 degrees Celsius.

Remember that boiler pressure and bleeding radiators are the tenant’s responsibility

Water and Plumbing

These top tips are key to maintaining hot water and preventing leaks this winter.

Make sure pipes are insulated

Periodically check all the pipes in your home, especially the pipes in the loft or outside the premises. If you notice any weak areas, report the issue on Fixflo.

Check your stopcock

Stopcocks are usually located under the kitchen sink or just as the water pipes enter the home. Locate your stopcock and check that it is working correctly. This will be essential to preventing further leakages if any pipes burst.

Make sure that pipes are clear

Put household drain cleaner down plugholes periodically to keep those pipes clear. And never let fat and food to go down kitchen pipes – especially after your festive feasts!

Mould

The cold winter months make it all too easy for mould and mildew to grow in your home. Luckily, there are some simple solutions for keeping the mould at bay this winter.

Cooking

Cover pans and turn down the heat when boiling food. If you have an extractor fan, please use it, or open a window or trickle vent to change the air.

Drying clothes

Dry clothes outside or in a well-ventilated room or open a window to let the moisture out. Avoid putting wet clothes directly on radiators.

Bathroom

When taking a shower or bath, ventilate the bathroom by opening the window or turning on the extractor fan if there is one.

Furniture

Let air circulate by leaving a gap between furniture and walls. Do not place any furniture, especially sofas, flat against the wall.

Change the air

Open windows or trickle vents to change the air frequently. You can also purchase a dehumidifier or moisture traps to place throughout the property.

Catch it early

Wipe away moisture to stop mould developing. If you find mould, wipe it away with diluted bleach.

Exterior

The exterior of your property gets the full brunt of the winter weather, protecting you from the wind, rain and maybe even snow. It is therefore crucial to maintain it. Here is what to look for…

Peeling paint

Peeling paint could be a result of general wear and tear from the Great British weather. But it could also be a sign of moisture penetrating the property, which could lead to mould inside the home. If the paint is peeling on your property exterior, be sure to identify the source and call your property manager if you think it is a moisture problem.

Blockages in pipes, drains and guttering

Identify any blockages in the pipes, drains and guttering and make sure they are properly fixed. You can clear these blockages yourself or get a professional to look into the fixtures.

Vents

A clogged vent could lead to plumbing problems such as bad smells, empty toilet tanks and gurgling drains. Check the exterior vents in your home to make sure they are not clogged or obstructed, and clear away any leaves or debris to prevent blockages from occurring. If it becomes a recurring issue, contact your property manager.

Garden

Gardens are often neglected in cold weather, which is why it is so important to prepare your garden for the winter months while the weather is still mild. Here are some things you can do to avoid garden disasters in the winter months.

Keep on top of fallen leaves

While it may look lovely and autumnal, fallen leaves can cause dampness and mould, not to mention a safety hazard. This could lead to rotting patios and decking. It is therefore important to rake up any fallen leaves before it’s too late.

Clear your furniture

Put away or cover up your garden equipment and furniture, including that trusty BBQ. It is worth getting a large garden storage box to keep your garden cushions and soft furnishings safe and dry this winter – and protect them from critters!

Fences and gates

The winter weather is unpredictable, and you never know when a storm could take down your fence or gate. Before we descend into the depths of winter, check fences and gates are stable and secure. If not, flag this with your property manager/landlord.

Pathways and decking

As well as removing fallen leaves, be sure to clean and clear pathways and decking. In wet and cold conditions this may become a slip hazard, especially if the weather gets icy.

Top Tips for Energy Efficiency this Winter

With energy prices soaring and the cost of living on the rise, many households will be watching the pennies this winter. Here are our top tips for keeping energy costs low this winter.

Use your tumble dryer sparingly

Tumble dryers are one of the prime culprits for driving up energy bills, so we recommend limiting your tumble dryer usage to towels and bedding – you know, the bulky stuff that you need to dry quickly! Everything else can be hung out on a clothes horse, but just make sure it is in a well ventilated room and away from the walls to avoid mould. And never put wet clothes on the radiator, however tempting!

Be savvy with your washing machine

Try to keep your washing machine usage to once a week. Not only will this reduce the amount of energy you use, but it will also keep the amount of wet clothes you have hanging around your house to a minimum. You should keep the washing temperature at 30 degrees as well to further reduce your energy usage.

Fill up your dish washer

Only put on your dish washer when it is full. Just like with your washing machine, keeping your dish washer usage to once a week could shave some money off of your energy bill.

Turn off lights

This may seem like an obvious one, but leaving lights in unoccupied rooms is a mistake we all make! Get into the habit of switching off lights as soon as you leave a room to avoid wasting energy on unnecessary lighting.

Switch off standby

Did you know you can save up to £65 a year by remembering to turn your appliances off of standby mode? Once you’ve finished watching TV, boiling the kettle, playing music, or charging your laptop, be sure to switch off these appliances at the wall to save the planet and your pocket.

Be careful in the kitchen

How many of us have put more water in the kettle than needed? As well as switching your kitchen appliances off at the wall when you’ve finished using them, be mindful of your water usage when boiling the kettle for a cup of tea or cooking pasta or rice on the hob. Try not to overfill, as this can cause your energy bills to creep up.

Draught-proof your home

Drawing your curtains or blinds as soon as it gets dark and opening them during the day to let in the winter sunshine is a great way to keep the heat in and the draughts out. Placing a rug on hard floor boards can also work to keep you warm and protect your toes from the cold!

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