Caring for your home

It is your responsibility to keep your property secure.

If you lose your keys or lock yourself out, you must call a locksmith and pay for the service.

If you use a security-door fob key which is damaged or faulty, we will replace it free of charge.

If you lose it, or you cannot return it to us for any reason, you will have to pay for the new one. These keys are expensive and take a few days to replace.

If your pipes freeze:

• turn off the water supply at the stop tap
• turn off the central heating or put out the fire if you have a back boiler
• drain the water system by turning on the taps until they run dry
• find out where the pipe is frozen
• if it is frozen in the loft, open the hatch to let the warmer air in
• thaw the pipe with a fan heater, hairdryer or hot-water bottle

If your heating is affected, and you live in one of our council homes, we may be able to provide some portable heaters. Please contact us 

If you are going away for a few days in the winter and you have central heating, leave it running on its lowest setting. This helps to prevent pipes freezing.

If you are leaving your property for more than 21 days:

• turn off and disconnect all electrical appliances (except your freezer)
• turn off the water at the stop tap
• when you return, drain the hot and cold system of water by turning on the taps and flushing the toilets
• ask a friend or neighbour to keep an eye on your home
• leave your heating on a low setting in the winter

If you are leaving your property for a long period of time, then please contact us 

If you have an air source heat pump in your home, you may find the below user guides helpful.

Mitsubishi

• Mitsubishi ecodan guide
• Mitsubishi ecodan wireless controller guide

Vaillant

• Vaillant aroTHERM plus guide
• Vaillant sensoCOMFORT guide