What to do before reporting a problem with your gas central heating

Troubleshooting steps

1. Check your meter is topped up

If there is no credit you need to top up your meter and reset your boiler to restart the gas supply.

If you recently topped up the meter you may need to reset your boiler to restart the gas supply.

2. Check if your meter is displaying a fault

If your meter is displaying a fault contact your supplier.

3. Check the heating spur (this is the switch next to the boiler) and timer/programmer are on

If these are off, try turning them back on to restart the boiler.

4. Check if the roomstat is calling for heat

Turn the dial down and back up again. When you hear a click, it is calling for heat and the boiler should restart.

5. If following these troubleshooting steps does not resolve the issue and the meter is topped up and working

Report the issue to our heating contractor through our online form - they will contact you to make an appointment.

Back up heating or hot water

If you have no back up heating or hot water and you need fan heaters call us on 01620 827 827 to request them. Tell the advisor you have already reported the central heating repair.

If your back up also needs repair call us on 01620 827 827 to report it. Tell the advisor you have already reported the central heating repair.

If it is an emergency don’t submit a form - call us:

Monday to Thursday 8am to 4pm and Friday 8am to 3:30pm call: 01875 824311

Monday to Thursday 4pm to 8am and 3:30pm on Friday to 8am on Monday call: 01875 612818

Emergencies include:

• no heating or hot water and no other means of heating (i.e. a combi-boiler, with no immersion heater, and no fire)
• no heating or hot water but has alternative means of heating, however tenancy is in a vulnerable group (i.e. elderly, disabled, child under 12 months old in property, or other risk customers)
• unable to turn off/control an appliance i.e. gas fire or central heating stuck on.
• tenant sleeping in living room open flued gas appliance
• alarm activations/report of fumes
• unusual flame
• severe water leak
• fires and explosions
• gas leaks/escapes
• no gas supply
• soot identified at gas appliance
• appliance burning with irregular flame
• deficiency of gas at appliance