Tips and safety guides

Blockages are common and can usually be cleared with a plunger or drain cleaner. In hard water areas, limescale may cause blockages—use a descaling fluid. For blocked shower heads, descaling fluid works too 

Wear rubber gloves and use a plunger. Start with a light plunge to release air, then apply more force without breaking the seal. It may take several attempts.

If overflowing, tie the ball valve in the up position temporarily. If not filling, move the ball valve by hand. To flush, pour buckets of water into the toilet. 

Turn the stopcock clockwise to turn off water. It’s usually under the kitchen sink or in a hallway. 

Flip the main circuit breakers at the fuse box to OFF. For individual rooms, flip branch circuit breakers. 

A bulging ceiling is often a sign that water has built up above the plasterboard due to a leak from a roof, pipe, water tank or the property above.

What to do:

• Move furniture and electrical items away from the area if it is safe to do so.
• Place a bucket, bowl or waterproof container underneath to catch any water.
• If water is near light fittings, switch off the electricity at the fuse box if it is safe to do so.
• Contact us immediately to report the leak and arrange a repair.

Do not:

• Touch electrical fittings that are wet.
• Stand directly underneath a heavily bulging ceiling.
• Ignore the problem, as ceilings can collapse if left untreated.

Frozen pipes are most common during periods of very cold weather and can stop your water supply or cause pipes to burst.

Signs your pipes may be frozen:

• No water comes from your taps when turned on.
• Water only trickles from taps.
• Visible frost on exposed pipes.
• Strange gurgling noises from pipework.

How to check:

• Turn on a cold water tap gently.
• If no water comes out, check whether neighbours are affected. If not, your pipes may be frozen.
• Look for exposed pipes in lofts, cupboards, garages or under sinks where freezing is most likely.
  

If you think pipes are frozen:

• Turn off the water supply at the stop tap.
• Open the affected tap slightly.
• Warm the pipe gradually using a hot water bottle, heated towel or warm cloth.
• Start at the end nearest the tap and work back towards the frozen section.
• Never use a naked flame, blowtorch or electric heater directly on pipes.

A thermostat programmer helps control when your heating and hot water come on and off, helping you stay comfortable while keeping energy costs down.

Top tips:

• Set heating and hot water to come on only when needed.
• Programme heating to start around 30 minutes before you wake up.
• Set it to go off around 20 to 30 minutes before you leave home or go to bed.
• Avoid turning the thermostat up very high to heat rooms faster. It won't warm your home more quickly, but it may waste energy.
• Use radiator valves to reduce heating in rooms you use less often.

Recommended temperatures:

• Living rooms: 21°C
• Bedrooms and other rooms: 18°C

Maintaining a steady temperature can also help reduce condensation and damp.

Making a few simple changes can reduce your energy bills and keep your home warmer during colder months.

Easy ways to save energy:

• Turn off lights when leaving a room.
• Use energy-efficient LED bulbs.
• Close curtains at dusk to keep heat in.
• Avoid blocking radiators with furniture or clothes.
• Only boil the amount of water you need in the kettle.
• Turn appliances off at the wall rather than leaving them on standby.
• Wash clothes at lower temperatures where possible.
• Dry clothes outdoors or use a well-ventilated room.
• Keep doors closed to rooms you are not using.
• Report draughty windows, doors or heating faults so they can be checked.

Need help with energy costs? If you're struggling to pay utility bills, contact our Affordability Officer. They may be able to help with budgeting, benefits checks and support funds.

Power cuts are usually restored quickly, but there are a few things you can do to stay safe.

During a power cut:

• Check whether neighbouring properties are also affected.
• Switch off electrical appliances that were in use when the power went off.
• Leave one light switched on so you'll know when power has returned.
• Use a torch instead of candles where possible.
• Keep fridge and freezer doors closed to keep food cold for longer.
• Report the outage to your electricity network operator if it hasn't already been recorded.

If someone in your household relies on medical equipment powered by electricity, contact your energy supplier about registering for the Priority Services Register.

Flooding can happen due to burst pipes, heavy rainfall or drainage issues.

If flooding occurs:

• Turn off the water supply if the flooding is caused by a burst pipe.
• If water is near electrical sockets or appliances, switch off the electricity if it is safe to do so.
• Move valuables and important documents to a dry area.
• Keep children and pets away from flood water.
• Do not walk through deep or fast-moving water.
• Contact us to report the issue and arrange any necessary repairs.

After flooding:

• Open windows to help dry out affected areas.
• Remove excess water where safe to do so.
• Watch for signs of damp and mould developing.
• Speak to your contents insurer if personal belongings have been damaged.

In an emergency that poses an immediate risk to life or safety, call 999.