Frequently asked questions
Plumbing
How do I unblock sinks, drains or showers?
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
How do I unblock the toilet?
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.
The toilet cistern is overflowing or not filling up.
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.
How do I switch off the water supply
Turn the stopcock clockwise to turn off water. It’s usually under the kitchen sink or in a hallway.
How do I switch off the electrical supply?
Flip the main circuit breakers at the fuse box to OFF. For individual rooms, flip branch circuit breakers.
The ceiling is bulging with water. What should I do?
Place a bucket under the bulge and make a small hole to release water immediately.
How do I check if my pipes are frozen?
Turn on a tap gently. If no water comes out, pipes may be frozen.
Energy and heating
How do I use my thermostat programmer?
Set heating and hot water to come on only when needed. Recommended temperatures: 21°C for living rooms, 18°C for other rooms.
How do I save energy?
Switch off unused appliances, avoid leaving devices on charge, and only boil the water you need.
Emergencies
What should I do during a power cut or flood?
Prepare by joining the priority register and keeping emergency supplies ready.
Healthy homes toolkit
Prepare for bad weather and prevent problems with our seasonal tips.
Cold weather can cause common issues like frozen pipes and boiler breakdowns. Here’s how to prepare:
- Check taps and pipes: fix dripping taps before temperatures drop.
- Know your stop tap: most are under the kitchen sink. Learn how to turn it off.
- Insulate pipes: use pipe lagging to prevent freezing.
- Keep heating on low: A steady background heat helps prevent frozen pipes and condensation.
- Report issues early: if you notice leaks or faults, let us know straight away.
All links will open in a new tab
Energy bills can be a big strain, but small changes make a big difference:
- Use your thermostat programmer: set heating and hot water to come on only when needed.
- Recommended temperatures: 21°C for living rooms, 18°C for other rooms.
- Close curtains at dusk: stop heat escaping through windows.
- Switch off unused appliances: avoid leaving devices on standby.
- Smart meters: track your usage and reduce costs.
All links will open in a new tab
Condensation is the most common cause of damp and mould. Prevent it with these tips:
- Ventilate: open windows when cooking, bathing, or drying clothes indoors.
- Use extractor fans: especially in kitchens and bathrooms.
- Keep lids on pans: reduces moisture in the air.
- Avoid blocking vents: don’t overfill cupboards or cover trickle vents.
- Maintain steady heat: low background heating is better than short bursts of high heat.
All links will open in a new tab
Your safety is our priority. Here’s what you can do:
- Fire safety: test smoke alarms regularly, keep escape routes clear, and never leave cooking unattended.
- Emergency readiness: prepare for power cuts and floods by joining the priority register and keeping essentials handy.
- Home contents insurance: protect your belongings from theft, fire, and damage.
- Extra support: if you’re struggling with rent, money, or energy bills, our “let’s talk” services can help.
All links will open in a new tab
Winter preparation
Cold weather can cause common issues like frozen pipes and boiler breakdowns. Here’s how to prepare:
- Check taps and pipes: fix dripping taps before temperatures drop.
- Know your stop tap: most are under the kitchen sink. Learn how to turn it off.
- Insulate pipes: use pipe lagging to prevent freezing.
- Keep heating on low: A steady background heat helps prevent frozen pipes and condensation.
- Report issues early: if you notice leaks or faults, let us know straight away.
All links will open in a new tab
Energy saving
Energy bills can be a big strain, but small changes make a big difference:
- Use your thermostat programmer: set heating and hot water to come on only when needed.
- Recommended temperatures: 21°C for living rooms, 18°C for other rooms.
- Close curtains at dusk: stop heat escaping through windows.
- Switch off unused appliances: avoid leaving devices on standby.
- Smart meters: track your usage and reduce costs.
All links will open in a new tab
Condensation and mould prevention
Condensation is the most common cause of damp and mould. Prevent it with these tips:
- Ventilate: open windows when cooking, bathing, or drying clothes indoors.
- Use extractor fans: especially in kitchens and bathrooms.
- Keep lids on pans: reduces moisture in the air.
- Avoid blocking vents: don’t overfill cupboards or cover trickle vents.
- Maintain steady heat: low background heating is better than short bursts of high heat.
All links will open in a new tab
Safety in your home
Your safety is our priority. Here’s what you can do:
- Fire safety: test smoke alarms regularly, keep escape routes clear, and never leave cooking unattended.
- Emergency readiness: prepare for power cuts and floods by joining the priority register and keeping essentials handy.
- Home contents insurance: protect your belongings from theft, fire, and damage.
- Extra support: if you’re struggling with rent, money, or energy bills, our “let’s talk” services can help.
All links will open in a new tab