Common problems

On this page you will find information about common problems in the home and what to do about them.


What should I do about condensation? The most common cause of damp and mould.

CondesationCondensation happens when there is too much moisture in the air in your home.  It is produced when moist air meets a cold surface, such as a window or external wall, and then it may cover the surface in a black/green mould substance.

If you have condensation in your home, here are some things you can do to help reduce the problem:

  • Keep your home warm
  • Make sure you have plenty of ventilation and air circulation
  • Do not use bottled gas fires and paraffin heaters
  • Open up vents in windows if possible
  • Never block up a chimney completely – have an air vent fitted
  • Dry clothes outdoors whenever possible
  • If you use a tumble dryer, use a condensing tumble dryer or one that vents to the outside
  • Keep kitchen and bathroom doors closed to prevent moist air from spreading to other rooms
  • Don’t overfill cupboards or wardrobes
  • Use an extractor fan if fitted
  • Where possible put wardrobes/cupboards against internal not external walls and leave a gap of 2” or 50mm behind wardrobes/cupboards on external walls
  • If you have ‘trickle vents’ fitted on windows, make sure they are open at all times

More information can be found on our presentation 'A guide to damp and mould' or on our leaflet.

If you continue to have problems with condensation, contact us on 0300 1234 161.

What should I do about frozen pipes?

If you find that you have frozen pipes:

Turn off the water at the main stop tap and open the cold taps - report the matter immediately to us on 0300 1234 161.

What should I do about a burst pipe?

  • Report the matter immediately to us on 0300 1234 161.
  • Turn off the water at the main stop tap and turn off any valves from the water tank
  • Open all taps to drain the water from your system
  • Turn off any water heaters
  • If anything electric gets wet - do not touch it. Turn off electricity at the fuse box
  • If water leaks through the ceiling, place a bucket under the leak

What should I do about a gas leak?

If you smell gas in your home:

  • Turn off the gas supply at the meter
  • Do not operate lights or any other switches including door bells
  • Do not smoke or use a naked flame
  • Call the gas emergency number in the telephone book (under 'Gas' - free service) or telephone 0800 111 999

We are required by law to service your gas and oil fired heating system once a year. You must provide access for this to be carried out.

Further information is available in the Tenant Handbook