Before you call

When contacting us to report a repair, our customer service team will ask you some questions to determine what the fault is. The more information you can give us, the easier it will be for us to help you and correctly prioritise the repair. Below is a list of some questions to help you provide us with more information.

Boiler and central heating system

If it’s just one radiator that won’t come on, we’ll need to know:

Are both radiator valves turned on? If there is a thermostatic valve and is it turned to maximum?

Is only part of the radiator heating up? If so, is it top or bottom? If your central heating does not come on at all, we’ll need to know:

  • Is the boiler functioning?
  • If there is a pilot light on your boiler, is it lit?
  • Is the water tank hot? • Is the room thermostat to maximum?
  • Do you know where your central heating pump is? Is it running? If it is, you’ll feel a slight vibration if you put your hand on the boiler
  • Is the boiler displaying any fault codes? If so, what are they?
  • Do you know how to reset your boiler? Have you tried resetting your boiler?

Problems with the water supply

If you experience a sudden loss of water supply:

  • Is it your house alone that is affected? Are any neighbours experiencing the same problems? If other properties are affected, please contact the local water provider. If the loss of water is isolated to just your property, please contact us.

Plumbing problems 

Plumbing problems If your toilet is leaking, we’ll need to know:

  • Where is the leak coming from (pan or cistern)?
  • Can you stop the leak?
  • Is the pan cracked?
  • Is it your only toilet in your house?
  • Is it a handle or chain flush?
  • What floor is the leaking toilet on (ground or first)?

Electrical faults

If you experience loss of electrical power, we’ll need to know:

  • Is it only your property that has lost power? Do your neighbours have power?
  • Has the main switch tripped? Does resetting the main switch solve the problem?

If it’s a socket that isn’t working, we’ll need to know:

  • Are the lights in your home working? If they are, check the consumer unit/fuse box – the fuse for the sockets may have tripped (the electrical circuits are usually separated between upstairs and downstairs)
  • Have you tried another socket? Some sockets also have additional fuses built in, e.g. cooker sockets
  • Is it the item or the switch that is broken? Try plugging something else that works into the socket

Doors and windows

If you report a window fault, we’ll need to know:

  • What type of window is it?
  • What exactly is wrong? – broken sash cord/catch/stay, broken glass, rotten frame, condensation in double glazing, etc
  • Which floor is the affected window on?
  • What is the window made of – wood/uPVC?
  • Will the window open or close?
  • Can the window be secured?

If you report a fault with your external door, we’ll need to know:

  • Is your home secure?
  • Which door is faulty?
  • Do we need to gain access?

If you report a fault with your internal doors, we’ll need to know:

  • Is the door sticking/jamming?
  • Is the door damaged?
  • Is the latch/lock defective?
  • What is the door made of – wood/uPVC?
  • Do the keys operate the lock?
  • Is the door frame damaged?

Kitchen fittings and appliances


If you report a fault with your kitchen drawers, we’ll need to know:

  • Which part of the drawer is damaged: whole drawer/front of drawer/bottom of drawer?
  • Does the draw have steel or plastic runners?
  • Is the drawer sticking?


If you report a fault with your kitchen cupboards, we’ll need to know:

  • What type of cupboard is it – floor, wall or larder unit?
  • Is the cupboard double or single?