Tenant Guide

News at Kings Estates | 31/03/2020


Tenant Guide

What to do in a property emergency? 

Police/Fire/Ambulance emergency services 
- If it’s an emergency call 999. 
- Call 101 when you want to contact your local police if it is not an emergency. 

You smell gas 
- Don’t use electric switches or naked flames 
- Leave the property 
- Free call (UK numbers) the National Grid – gas emergency hotline on 0800 111 999 and follow their instructions 

A pipeline is struck or damaged 
- If a pipeline has been struck, even if there is no gas leak you must report the event to the National Grid gas emergency hotline on 0800 111 999 

Electricity emergency 
- Free call (UK numbers) the National Grid electric emergency hotline on 0800 404 090 and follow their instructions 

Your smoke alarm goes off 
- If you don’t know why the alarm has gone off you should see if there are any obvious signs of fire from a safe distance, evacuate the property and call 999 for help. 
- If you know why the smoke alarm has gone off, for instance burnt food, and there is no obvious fire, you should open as many windows and doors as you can to let the smoke escape. Make the situation safe and turn the alarm off. 

Your carbon monoxide alarm goes off 
- Open as many windows as you can 
- Turn off all fuel-burning appliances 
- Leave the house 
- If you feel unwell, seek medical advice 
- Faulty gas appliance? Call the National Grid – gas emergency hotline on 0800 111 999 
- Faulty oil appliance? Call OFTEC on 01473 626 298 
- You cannot smell carbon monoxide fumes, therefore you must immediately take all precautions if your alarm goes off. 

Your open fire ‘smokes’ when lit 
- Put the fire out 
- Seek advice from a chimney sweep 
- The chimneys might need sweeping 

Helpful home hints 

Below are a few top tips. Before taking any action or following any of the advice below you should refer to the manufacturer’s instructions and/or any guidance manual. This is especially relevant before touching any electrical appliances or using any chemicals for any cleaning. Please bear in mind products containing bleach will stain wood surfaces and some limescale products will irreparably damage marble or chrome fittings. 
If you are missing a manual or any instructions, you should contact the manufacturer or find them online. 

General trouble shooting 

Cooker or electrical appliances are not working 
- Make sure the appliance is switched on 
- Check the consumer unit (fuse box) to make sure a fuse hasn’t tripped 
- Check the electricity is working/the gas hasn’t run out 
- Check any clock is set and working 
- Check any timer hasn’t been turned off 
- Check you haven’t overloaded a socket with multi adaptors 

Dishwasher/tumble Dryer /washing machine not cleaning or draining properly 
- Check the powder dispenser draw is not blocked 
- Clean all of the filters 
- Empty the water reservoirs taking care to catch any water with towels or a bucket 
- Check the pump filter is not blocked 

Dishwasher isn’t washing properly 
- Check the salt level is high enough 
- Check your rinse aid level is high enough 
- Check your appliance manual trouble shooting top tips which may include unblocking the spray arms 

A sink is draining slowly or not draining at all 
- Check there isn’t a blockage caused by food, carefully pour boiling water down the sink and see if it clears 
- Use a sink plunger to move any particles down the sink pipe 
- Check the u-bend isn’t blocked, follow the manufacturer’s instructions to safely remove the u-bend and then clean it out 
- Use a drain chemical solution to pour down the sink following the manufacturer’s instructions 

Low water pressure or no water 
- Call your supplier, or check their website for information and/or call your neighbour to establish if it’s a problem in your area or just your house 
- Follow your supplier’s instructions 

No hot water or heating 
- Check the boiler controls/LCD display are showing electric and water is being demanded 
- Check the boiler is not flashing a fault code on the display. If it is, use the manufacturer’s instructions for guidance 
- Check the gas supply is working for other gas appliances 
- Check the clock and timer settings for the boiler 
- Check whether it is in an isolated room or the whole house 
- Check that the thermostat isn’t set too low 

If your radiators are not heating up properly or have cold spots at the top but are warm elsewhere, it means there is trapped air in your central heating system. 
Unless you have a sealed system, you can bleed a radiator to remove the air pockets and help them run better: 
- Switch your heating on and wait until the radiators are fully heated. If any are completely cold, make sure the radiator valve is turned on 
- Check which radiators have cool spots along the top of the panel and make a note. Be careful not to burn your hands 
- Turn the central heating system off and let the radiators cool down 
- Some radiators can only be bled with a screwdriver but for others you’ll need a radiator key which can be bought from a homeware shop – check the manufacturer instructions 
- Place a towel and bowl on the floor under the bleed valve area and hold a cloth directly under to catch any drips/streams of water which can be black and dirty 
- Attach the radiator key into the square section in the centre of the radiator valve 
- Turn the key slowly in an anti-clockwise direction, if air is escaping, you’ll hear a hissing sound 
- Hold a cloth around it to catch the water because once the air has escaped liquid will start to leak from the valve 
- Close the valve quickly by turning the key clockwise or by using a screwdriver to do the same 
- Check the boiler pressure gauge and make sure it’s as it should be as per the appliance manual 
- If it’s too low, it won’t work and you’ll need to repressurise the boiler as per the manufacturer’s guidance 

Water leaks 
- If any electric fittings are wet, do not touch them until you’ve turned off the electricity at the consumer unit (fuse board) 
- Some appliances may have their own isolation valve, if it does, isolate the appliance 
- If not, turn off the water at the main stopcock and switch off any water heaters 
- Place a bowl/bucket and towels under the leak 

Burst pipes 
- If any electric fittings are wet, do not touch them until you’ve turned off the electricity at the consumer unit (fuse board) 
- Turn off the water at the main stopcock and switch off any water heaters 
- Place a bowl/bucket and/or towels to manage the water escape 
- Open all taps to drain water from the system 

Overheating immersions 
If your home has an electric immersion heater and a connected cold-water tank with the tank located above a bedroom in your property, keep alert for the warning signs of overheating. 
- If the hot water cylinder at any point starts making an excessive noise 
- Excessively hot water comes out of the hot water taps 
- Hot water comes out of the cold water taps or there is steam or moisture in the roof space, this is an indication that the cold water tank may be overheating. 
- You must immediately turn off the immersion and tell your landlord. 

Fridge isn’t reaching temperature 
- Empty the contents to another fridge, or into a cool bag and store in a cool place 
- Defrost the fridge and freezer following the manufacturer’s guidelines 

Fridge isn’t draining and food is getting wet 
- Your drainage valve may be blocked 
- Follow the manufacturer’s guidance to clear out the drainage hole, a cotton bud used gently can often help 

Cooker hood is not absorbing cooking smells 
- You need to either clean or replace the cooker hood filter 
- Follow the manufacturer’s guidelines 

Tumble dryer smells of smoke 
- Turn off the power switch 
- Follow the manufacturing instructions to clean out the filter 

No power 
- Check if any switches have tripped on your consumer unit (fuse board) 
- See if your neighbours are affected 
- Call your electricity supplier 
- To report a power cut or get an update, free call (within the UK) on 105 

General gas enquiries 
- You can call 0845 835 1111 or speak to your supplier. 

Pests 
- You’re responsible during your tenancy for pest control for example ants, wasps, ladybirds, flies and so on. 
- Mice are common and it can be difficult to exclude them, a mouse can enter through a 6mm hole. 
- Make sure you store food in sealed containers and crumbs are cleaned away as they are made. 
- Bins should be closed, and waste regularly removed from the property ready for the council to collect on the relevant days. 
- If you have a pest issue, traps and baits should be used or you can use a professional pest control company. 

Condensation 
Condensation is created by a build-up of moisture in the air. Cooking, boiling water, taking showers/baths and drying clothes indoors increase it. If condensation can’t dry out it will cause mildew. You should reduce the chance of condensation by: 
- Covering steaming pans and opening the window/turning on the extractor fan 
- Dry clothes outside or in a well-ventilated room 
- Let steam (which would create moisture) out of the room by opening windows and using extractor fans 
- Making sure all air bricks and vents are clear from obstruction 
- Keeping your home warm with at least a low basic heat 
- If you see any moisture, particularly noticeable on windows, you should wipe it down immediately, to stop it settling and leading to mould growth and follow the above steps to reduce the moisture in the air. 

Fire escapes 
- Always keep these free from any obstruction. 

If you are still unable to resolve your maintenance issue, please make contact with us and log the maintenance issue in the usual way via: 
- My Property File https://kings-estates.propertyfile.co.uk/tenant  

If you are unable to log-in please log the maintenance issue by: 
- Email to lettingsteam@kings-estates.co.uk   
- Phone on 01892 533367 (Option 2) 

Keep safe.

The Kings Estates Property Manangement Team