How to Report Maintenance & Repairs and what is an emergency
- We have devised a Maintenance Action Sheet covering some of the main issues you may encounter, with suggestions as to how to deal with them and help you identify what is classed as an emergency.
- When there’s an emergency at your rental property, a big factor in keeping any resulting damage to a minimum is how quickly you respond.
- To help manage your expectations, we will always do our utmost to respond promptly. Please however be aware that we will prioritise emergency maintenance issues.
- The winter period is always a busy time for maintenance being reported and for our Contractors, especially after storms.
- Please review the Action Sheet below to understand how to report the different types of maintenance and repairs
We have broken the maintenance and repair events down into three categories;
| Priority | Category | How to Contact Us |
| 1 | Emergency | During Business Hours: Call the Office – 01733 312338 Out of Hours: Call the Emergency Out of Hours Number – 01733 902082 |
| 2 | Urgent | Call the office 01733 312338 during business hours |
| 3 | Maintenance | Call the office during business hours on 01733 312338 or send an email to info@cookesproperty.co.uk |
| MAINTENANCE ACTION SHEET | ||||
| Priority | Event Type | Action | Contact details | Leave the Property? |
| Emergency | Smell of Gas | Call National Grid immediately Call the office during business hours or the Call the Emergency number out of business hours | 0800 111 999 01733 312338 01733 902082 (out of hours) | Yes |
| Emergency | Fire | Call the Fire Brigade Call the office once the Fire Brigade have attended | 999 01733 312338 01733 902082 (out of hours) | Yes |
| Emergency | Flooding and / or Major Leak causing immediate damage to the property and / or electrics | Turn off water via the stopcock and electrics via the Fuse Board Call the office during business hours or Call the Emergency number out of business hours | 01733 312338 01733 902082 (out of hours) | No if the stopcock and electrics are switched off |
| Emergency | Full Power Cut – no lights or sockets | Check the trip switches on the fuse board Report this to us if the electrics cannot be switched back on via the Fuse Board | 01733 312338 01733 902082 (out of hours) | No |
| Emergency | Major Storm Damage e.g., structural damage to the property | Call the office during business hours or Call the Emergency number out of business hours | 01733 312338 01733 902082 (out of hours) | If unsure, yes |
| Emergency | Burglary / Break In | Call the Police Report this to us once the Police have been contacted and provide the crime reference number | 999 01733 312338 01733 902082 (out of hours) | No |
| Emergency | Vandalism – and the property is unsecure | Call the Police Report this to us once the Police have been contacted and provide the crime reference number | 999 01733 312338 01733 902082 (out of hours | Yes, if you cannot stay at the property |
| Urgent | Boiler Breakdown (Loss of heating and / or water) | Please review the Fact Sheet about Heating and Hot Water below to ensure you have the required information we will need, and have ruled out a loss of boiler pressure being the issue. If the issue cannot be resolved, call the office during business hours PLEASE NOTE: If the loss of heating or hot water is due to a user error, or a lack of credit etc. rather than a boiler fault you will be charged the call out fee. | 01733 312338 | No |
| Urgent | Minor Water Leak | Turn off the water via the stopcock Call the office during business hours | 01733 312338 | No |
| Urgent | Frozen Pipes | Turn off the water Call the office during business hours Please review the Fact Sheet about Frozen and Burst Pipes | 01733 312338 | No |
| Urgent | Some Lights or Sockets not working | Check trip switch on the fuse board Report this to us if the affected lights / sockets cannot be switched back on via the Fuse Board | 01733 312338 | No |
| Maintenance | Attempted Break In | Call the Police Once the Police have attended, and if there is damage to the property – Call the office during business hours once the Police have attended if there is damage to the property and provide the crime reference number | 999 01733 312338 or info@cookesproperty.co.uk | No |
| Maintenance | Vandalism – damage caused but the property is secure | Call the Police Call the office during business hours and provide the crime reference number | 999 01733 312338 or info@cookesproperty.co.uk | No |
| Maintenance | Minor Storm Damage e.g., fence, down, tree down, cracked window | Take photos Report it to us during office hours | 01733 312338 or info@cookesproperty.co.uk | No |
| Maintenance | Other General Maintenance | Take photos Report it to us during office hours | 01733 312338 or info@cookesproperty.co.uk | No |
Heating & Hot Water Issues
Before contacting the office to report issues with the heating and / or hot water, please check the following;
- Whether you are without heating, hot water or both
- If there is an error code displayed on the boiler
- The type of boiler (Combi or Condensing Boiler)
‘Combi’ is short for combination – this type of boiler combines heating and hot water, so a separate cylinder or tank is not needed. - Make & Model of the boiler (on the boiler or Gas Safety Certificate)
PLEASE NOTE: If the loss of heating or hot water is due to a user error, or a lack of credit etc. rather than a boiler fault you will be charged the call out fee.
A loss of water pressure is a common reason a Combination Boiler might stop working.
Please review the Fact Sheet below for details of ‘How To Check / Increase Your Boiler Pressure’
Increasing the water pressure in the gas boiler is a task that can be completed without needing to call out a Gas Safe registered heating engineer.
However, if you’re unsure about anything, have questions or encounter any difficulties whilst increasing your boiler pressure, please contact us.
Before you attempt to increase the water pressure in the boiler, ensure the central heating system is cold, the boiler is switched off and hasn’t been in operation for at least one hour.
To discover whether you have low water pressure, you need to check the pressure gauge that is often located on the front of the boiler.
If the water pressure is below 1 bar when not in operation then your boiler will struggle to operate safely and efficiently. The boiler requires a consistent water pressure between 1 and 2 bar.
To increase the water pressure in the boiler, you’ll need to locate the filling loop often on the underside of most gas boilers. The filling loop should have two valves at either end with tap handles (or flat-head screws on older boilers). You need to open both the valves to allow cold water into your heating system, you should be able to hear this flow of water.
Keep an eye on the pressure gauge and close the valves when the pressure reaches 1.5 bar. Once both valves are securely closed, switch the boiler back on and reset the boiler (if necessary).
Whilst increasing the boiler pressure doesn’t require you to be Gas Safe registered, never attempt to fix the boiler yourself. It is illegal to work on gas appliances if you aren’t Gas Safe registered.
You will also be able to locate a ‘You Tube’ tutorial video for the respective make and model of the boiler, which will take you through the filling process.
If you’re unsure about these instructions or think a low water pressure may not be the cause of your boiler not working, please don’t hesitate to contact us on 01733 312338
Recap
- Switch off your boiler and ensure your heating system is cold for at least one hour.
- Check the pressure gauge, which is often found on the front of your boiler.
- If below 1 bar, your boiler has a low water pressure and needs re-pressurising.
- Locate the filling loop, often found on the underside of your boiler.
- Open both valves to allow water into your heating system.
- Keep an eye on the pressure gauge and close the valves when the pressure reaches 1.5 bar.
- Once filled to the correct pressure please close BOTH filling valves on the filling loop.
- Switch on your boiler and reset the fault code (if necessary).
If the Combi boiler still does not work, or does not hold the boiler pressure, please contact us for a Gas Safe registered heating engineer to be instructed to arrange a service call and resolve any issues with your boiler.
How to bleed a radiator
Bleeding your radiators at the start of every winter is one of those rituals that always pays off. Because radiators full of air are inefficient and use a lot of energy to run. Tell-tale signs that your radiators need bleeding are if you switch them on after a long time being idle and you notice clanging, banging, or gurgling noises in the pipes.
When radiators need bleeding, it’s because there’s trapped air inside, stopping warm water circulating around. This means your boiler and central heating system aren’t working as well as normal, so it can take longer to warm up your home. All of this means you’ll be using more energy – and, unfortunately, this comes at a cost to both you and the planet.
How to check if your radiator needs bleeding
There are a couple of different reasons why your radiator might need bleeding. Once your heating is turned on, run your hands along the top of the radiator. If it’s cold at the top and hot at the bottom, there’s likely to be a build-up of air in the system.
If, on the other hand, your radiator is hot at the top but cold at the bottom (or if it has cold patches), you could have a build-up of sludge. In that case, bleeding it might not fix the problem.
Either way, it’s a good idea to bleed your radiators once a year – even if they seem to be working properly. The ideal time is when you turn the central heating back on after the summer. On top of that, it’s a good idea to check them now and then to make sure they’re staying hot.
How do you bleed a radiator: a step-by-step guide
What you need to begin when bleeding a radiator
Before you get started, you’ll need to gather the following:
- A radiator key – you can get one from most DIY stores
- A cloth, or towel to catch any drips and protect your carpet from dirty water
Modern radiators can usually be bled without a key. But if yours can’t be, don’t worry, you can always use a screwdriver as an alternative.
Now take a look at the radiator’s bleed valve, which has a square screw or bolt. You’ll find it at the top of the radiator, either on the side or at the back. If there’s a small slit in the middle, you could use a flathead screwdriver to open it.
Only use a flathead, though, not a crosshead screwdriver – as this can damage the valve. And definitely don’t use pliers, for the same reason.
Which radiator to bleed first?
Generally speaking, you should bleed the radiator that’s furthest away from your boiler first. If you live in a 2-storey (or more) home, then this will probably be downstairs.
Work your way around your home, until you reach the radiator closest to your boiler.
7 easy steps to bleed a radiator
- Start by turning the heating off, and most importantly, wait for the system to cool down. This will save you from burning yourself if water escapes.
- Next, find the bleed valve.
- Then, put your cloth under the valve, ready to catch any water that escapes.
- Fit the radiator bleed key (or your flat head screwdriver, if that works) in the screw. Turn it anti-clockwise about a quarter of a turn, or until you hear a hissing noise (that’s the air coming out). You might also get a few drops of water, so have a cloth to hand!
- Wait until all the air has escaped. You’ll know when that happens, because water will start seeping out instead.
- Next, tighten the valve again. It needs to be tight enough to stop air getting in, but not so tight that you can’t open it the next time.
- Turn the heating back on and your radiator should soon be working fine.
- Just give your boiler pressure a quick check too, and you’re good to go!
Top tip: valve fall-out
When you’re bleeding your radiator, don’t turn the screw on the bleed valve more than one-and-a-half turns, or it could come out completely.
If that happens and you can’t get it back in right away, don’t panic. Turn the radiator valves off via the screw or dial valve at the bottom. That should stop more water from getting in while you re-attach the screw.
How to bleed radiators with a combi boiler
For combi boilers, and boiler systems that are pressurised, there’s one extra step. After you’ve released the air, check the pressure gauge on the front of your boiler. Usually these should be between 1 and 1.5 bars. But check your boiler manual to be sure.
With these boilers, you can actually let out too much air, making the pressure too low. it’s usually just a question of turning a valve to let in some more water – but again, check your boiler manual to find out the process for your model.
Can’t find the boiler manual?
If this applies to you, check the make and model on your boiler itself. Once you have this info, you can head online to the manufacturer’s website where you’ll be able to download a new manual.
Frozen or Burst Pipe – how to avoid problems and what to do if it happens
Sometimes pipes freezing and thawing can cause them to burst. We have prepared this document to help you to avoid the problem and to know what to do if it happens.
If you spot that one of your pipes might be frozen, turn off your inside stop tap immediately. It’s usually located under the kitchen sink, but can also be found in downstairs bathrooms, kitchen cupboards, garages, cellars and under the stairs.
Open all your taps to drain the system as quickly as possible, saving some water in a bucket, if you can, for flushing toilets and hand washing. When the water stops running, turn all the taps off.
Tips to avoid problems
- Make sure you know where your stop tap is and check it’s working every six months.
- If you are going away, leave your heating on low (we recommend a minimum of 5 degrees).
Please Note: it is a condition of your Tenancy Agreement to ensure that you take all reasonable precautions when leaving the property unattended overnight, or for more than 12 hours between 1st October and 31st March to prevent frost or similar damage to the water supply by leaving central heating operative at a sufficient setting to avoid freezing. - Save our office number (01733 312338) into your phone so that you can always report an emergency situation to us quickly.
- Get a neighbour, family member or friend to check inside your home occasionally if you go away
How to thaw frozen pipes
- It’s best to thaw out pipes slowly, with hot water bottles or towels soaked in hot water.
- Never use a naked flame or blowtorch to thaw the pipe – as direct heat may cause permanent damage to the pipes and could also lead to a fire in the home. If you need help, contact us on 01733 312338
- Turn on nearby cold taps (keep the stop tap turned off) as this will relieve pressure on the frozen pipe.
What to do if you have a burst pipe
Sometimes pipes freezing and thawing can cause them to burst. If this happens:
- Turn off the water supply coming into your property at the stop tap and switch off your boiler.
- Open all your taps to drain the system as quickly as possible, saving some water in a bucket for flushing toilets and hand washing. When the water stops running, turn all the taps off.
- Soak up escaping water with towels to limit the damage.
- Call us on 01733 312338 so that we can arrange for one of our Approved Contractors to attend.
- If water has leaked near your electrics, do not touch them, and switch them off at the fuse box.
