Your repair and maintenance responsibilities

Keeping your home well maintained and safe for you and your family is our priority. There are some repairs and general maintenance around your home that are your responsibility and things you can do to avoid problems that may occur around your home.

family moving into house

What you are responsible for

There are some repairs and maintenance which you are responsible for organising and paying for.

Your Responsibilities

your responsibilities

Pipes and Plumbing

Cold weather can freeze pipes. Putting the heating on, even at low temperatures and regularly running water through your taps can help prevent frozen pipes. 

If you are away from home, it’s a good idea to let your central heating come on for regular, short intervals. 

If you have a burst pipe, turn the water off and contact us.

Do you know where your stop tap is? A stop tap is designed to control the flow of mains cold water into your home. When  you turn it in a clockwise direction the water supply will shut off.  Stop taps are usually found in kitchens, below the sink unit or in the bathroom. 

It’s important that you know where your stop tap is in case of burst water pipes or leaks – don’t leave it until you have an emergency.

Our Maintaining the Plumbing in your Home video below, shows you how to find and use a stop tap, replace washers on a tap, unblock drains, replace a toilet seat and toilet handles and how to isolate a leak

Gas and Central Heating

We carry out an annual service on your boiler to ensure that it’s operating efficiently and safely. Throughout the year, you may need to repressurise your boiler or alter the thermostat. Our Maintaining your Gas and Central Heating video, which you watch below, shows you how to reset your boiler, bleed a radiator, what to do if you smell gas, how to repressurise your boiler and how to use your thermostat.

Thawing a Frozen Condensate Pipe

During very cold weather, your boiler may stop working due to a frozen condensate pipe. This is one of the most commonly reported faults during the winter period. If your condensate pipe does freeze there are few simple steps you can take to fix it. 

  • Turn off your boiler. This is for safety and to prevent any further condensation building up in the pipe. 
  • Locate your condensate pipe and frozen section. This is usually a plastic pipe, located on your exterior wall. 
  • To defrost the pipe, you can try the following: 

-Use a hot water bottle or towel soaked in hot water to wrap around the frozen section. Leave this in position to gradually thaw the pipe. 

-Gradually pour hot water over the pipe. The hot water will help melt the frozen section. It is important to do this safely and slowly to avoid damage to the pipe and to avoid any injury to yourself. DO NOT use boiling water. 

Once you’ve applied heat to the frozen pipe, and water is flowing again you can then restart your boiler. 


  • Do not rush thawing the pipe by using water that is too hot.
  • Always make sure that you are standing at ground level when pouring water onto it – do not climb to a higher level to reach frozen pipes.
  • Never disconnect the pipe.
  • Always use suitable protection for your hands when handling hot water.
  • Be careful where you pour the water as it may freeze and become a slip hazard.

Electrics and Lighting

A power cut can happen at any time, it may be due to weather conditions or external works outside of your home. Our Maintaining the Electrical and Lighting in your Home video, which you can watch below, gives guidance on what to do in a power cut or if your fuse board trips and when to call us, it also shows you how to replace a light bulb. 


You can find out about how to fix doors and windows or replace a drawer or cabinet door in the video below.

What to do if you smell gas in your property