Trouble-Shooting

Many maintenance issues are caused by misuse, can easily be rectified by the tenant/s or no repair is needed when the property is visited. You will appreciate that a cost is incurred each time a call out is made by a contractor and, in the event of an unnecessary call out, the cost of the visit will be passed on to the tenant/s. Accordingly, to avoid unnecessary charges to you, please refer to the trouble-shooting information below before reporting an issue and please also inform us if the issue is resolved after you have already reported it.

IN THE FIRST INSTANCE, PLEASE REFER TO OPERATING INSTRUCTIONS AVAILABLE ONLINE

Heating/hot water

Ensure that the spur switch for the heating (often located near the time clock) has not been accidentally turned off. Refer to the operating instructions for the time clock. Ensure that the room thermostat has been turned up – the heating will not come on if the temperature is set too low.  If the pilot light of the boiler has gone out, follow the instructions (if provided) to relight – instructions are usually found on the inner door casing of the boiler.

Washing machine/Washer dryer

Check the operating instructions. Check that you have closed the door firmly. If it appears that there is no electricity to the machine, ensure that you have not accidentally turned off the electricity socket or pulled out the plug – also refer to the notes below regarding failure of the electric supply. Do not in any circumstances force the washing machine door open.

Please note that we are not responsible for any laundry costs incurred by tenants if the appliance is out of action for any reason.

Shower 

Ensure that the shower pull cord or shower isolation switch has not been accidentally turned off. Check the trippers in the fuse box and ensure that the shower switch is turned in the right direction. The shower pressure will not function fully if water is being used elsewhere in the house (eg washing machine, toilet refilling etc). Accordingly, please ensure that water is not being used elsewhere in the property.

Failure of all or part of the electricity supply

Check the trip switches in the fuse box (including the main trip switch) are all turned in the same direction. If it is not possible to turn one of the trip switches to the correct position, you should turn off the main trip switch, turn the trip switch which is in the wrong position back up and then turn back on the main switch. If a lighting trip switch still fails to stay on, turn off all the individual light switches in each room as there may be a faulty bulb in the property. If all the electrics have failed (ie both lights and sockets) check the main tripper switch in the first instance. If this does not solve the problem, check with neighbouring properties to see if there is a power cut affecting your row of properties. If there is no local power cut, there may be a problem with the main fuse and you should contact Electricity North West.

Sink/drain blockages

Most sink and drain blockages are caused by hair or food and are your responsibility to fix. Most problems can be solved by using a proprietary sink/ drain unblocker available at most supermarkets.

Fitted oven 

Check that you have not accidentally set the auto-timer. Ensure that the “hand” sign is showing on the timer display. Check the main switch (which is usually red and fitted near to the oven) has not been accidentally switched off.

Fan

The fan switches on if it detects humidity in the property. It may therefore run for several days until the humidity level has been reduced. This is the correct operation of the fan and the cost of running the fan is low.

Fridge/freezer 

Please ensure that there is a genuine problem as sometimes the bulb which lights up the appliance inside has blown. This does not affect the operation of the appliance. If it appears that there is no electricity to the appliance, ensure that you have not accidentally turned off the electricity socket or pulled out the plug – also refer to the notes above regarding failure of the electric supply. Check that you have not accidentally altered the thermostat setting causing the appliance to stop working.

Freezers need defrosting every few months and can stop functioning properly if this is not carried out. Accordingly, in the event of freezer breakdown, defrost the freezer thoroughly in the first instance. If water is leaking out from the bottom of the fridge, check that the drain hole inside at the rear is not blocked – this can be unblocked easily.

The failure of the fridge or freezer is not classed as an emergency and you must not report this type of problem on the emergency line. Please note that we are not responsible for any damage to your food/ drinks caused by failure of the fridge or freezer and you should arrange your own insurance to cover this type of loss if you so require.

Smoke alarm

In the event of the smoke alarm sounding when there is no smoke, you should be able to turn off the electric trip switch which covers the smoke alarm (usually the lighting circuit or a separate smoke alarm switch). Please then report the problem as a repair via report a maintenance issue. 

Burglar alarm

If the keypad is frozen, enter your code into the keypad and then press the reset button. If there is no reset button enter your code and then *0. If this does not work, you could switch off and then back on the electricity in the property using the main tripper switch. If the siren does not stop ringing, it should automatically switch off after 30 minutes.

Suspected leak of gas

Check that you have not accidentally left the hob on. Otherwise, if you smell gas, please phone the National Gas Emergency Service on 0800 111999 to report the problem. You should also open doors and windows to ventilate the property. 

Mice/other pests

You should buy a proprietary brand of pest control at your local supermarket. You should ensure that the property is kept very clean, all food is in sealed containers and the kitchen bin has a lid which is kept shut. You should only then report the matter if you are certain that there is a problem as tenants will be charged for the cost of a call-out if no trace of pests is found.

Water leakage

Try to identify the source of the leak. You should check if it only happens when showering or when the toilet is flushed etc. If the leak is continuous, turn off mains water/ stop tap and leave open the cold water tap in the kitchen to avoid any further damage. You can find out the location of the stop tap on the home page of the tenant portal.

No water supply

Please refer to the United Utilities website to see if there is a problem in your area.

Carbon monoxide detector

In most instances, CO detector alarm sounds indicate low battery, fault, end of useful life etc. In these cases, please report the problem via report a maintenance issue. You only need to be concerned if the alarm pattern is four quick beeps repeating every five seconds with synchronised blinks of the red LED. In this case, stop using all appliances which can be ignited (gas hob, boiler etc) and switch them off. You should also open doors and windows to ventilate the property. Press the reset button and if the alarm pattern continues after the reset, you should evacuate the property immediately and call the National Gas Emergency Service on 0800 111999. A full explanation of the different alarm sounds can be found on the CO alarm instructions page.