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How to report a repair for central heating and gas appliances

Please contact the repairs line on 01952 217217 to report the repair.

It is your responsibility as the tenant to let us know if there is something wrong with your heating. If you have a gas leak or think fumes are leaking, please follow the instructions below;

  • Contact the emergency service provider on 0800 111 999 and open all windows to ventilate the property.
  • Turn off the gas lever at the mains, which is next to the gas meter, by pulling the lever down
  • Open all doors and windows to let in plenty of fresh air
  • Check to see if the pilot light on your cooker, gas heater or boiler has gone out
  • Make sure that you have turned off all gas knobs properly
  • Do not touch any electrical switches including lights
  • Do not light matches, lighters or smoke in the house
  • Get everyone out of the house and stay out
  • Put out cigarettes and any naked flames
  • Avoid rooms with a strong smell of gas as they may be overcome by the gas fumes.
  • Do not attempt to investigate or fix the problem yourself.

Further information also available at:

The Group uses both direct employees and sub-contractors to carry out gas repairs and annual servicing to gas appliances. All of our employees and sub-contractors carry Wrekin Housing Trust/Group identification cards and wear The Wrekin Housing Trust/Group uniforms.

How quickly will someone come out?

If you have a gas leak or gas fumes – one hour (following an emergency service provider visit to make safe).

We will respond to all gas repairs within 2 hours and our engineer will attend as soon as possible within this time and we will advise you if we are unable to attend within this time.

What if my boiler stops working?

Before contacting the repairs line, please check the following:

  • Is the fuse switch turned on under the boiler and wall thermostat adjusted to a higher temperature?
  • If you top your meter up using a gas card, is there credit on the meter?

What happens if the repair cannot be carried out on the same day?

If there is a full or partial breakdown that cannot be rectified immediately, an adequate source of temporary heating will be provided depending upon the occupancy and size of your household. Our engineer will order parts and will book an appointment with you to fit the parts before he leaves your home, so you know exactly when we will be calling back.

Is there an out of hour’s service available?

An out of hour’s service is operational for any repairs that are needed outside of the normal contact hours.

Why does my boiler need servicing if it’s working fine?

Around 35 people die in the UK every year from carbon monoxide poisoning due to faulty gas appliances. By law, the Group is responsible for making sure that gas fittings and flues are maintained in good order and all gas appliances are checked for safety in order to ensure this does not happen to our customers.

How often will the Group service my boiler?

We are committed to visiting all properties every twelve months and will arrange for your central heating system to be serviced approximately six weeks before the service is due. Our dedicated service engineers will visit to check your heating system to make sure that it is safe and that any faults are repaired. If you have an oil boiler, this will be serviced every six months. This service is important for the effective operation of your system and you and your family’s safety.

Gas Safety Regulation Changes

There has been an amendment to the Gas Safety (Installation and Use) Regulation 1998; the information below is to give guidance on the new ‘MOT’ style servicing and how it could affect you.

The old Gas Safety (Installation and Use) Regulation 1998 stated that Landlords are to undertake gas safety checks “on intervals of no more than 12 months since it was last checked for safety.” To comply with this, the Group would run their programmes on 10/10.5 month cycles; this meant we would begin to attempt to access a property 6-8 weeks prior to the date on which the Landlords Gas Safety Check (LGSR) is due to expire. By doing this it was our aim to prevent properties becoming overdue for a safety inspection. However this meant that the safety checks were being completed early and as a consequence there is a shortening of the service cycle year on year which meant the Group were undertaking more service visits than required by their statutory obligations. For example, if each LGSR for a property is completed at 10.5 month intervals, this will result in 10 being completed over a 9 year period, as opposed to the 9 legally required.

How the regulations have changed

In an attempt to prevent this, amendments involve the addition of a new clause to Regulation 36A (3). It is this clause which has given rise to the term “MOT style changes.” The new clause will allow Wrekin Housing Group to undertake LGSRs within a period of 10-12 months after the previous check, and then following completion of the check, the LGSR will be treated as if it had been carried out the last day of the 12 month period of validity; just like as is the case with motor vehicles.

For example, if an LGSR for a property has a current expiry date of 3 September 2018, a Landlord operating on a 10 month servicing cycle could potentially visit this property as early as 16 July 2018, which means the anniversary date would then be 16 July 2019. Under the new legislation, even if the LGSR were to be carried out on the 16 July 2018, the anniversary date for the next required visit would still be 3 September 2019. Therefore, there is no shortening of the inspection period.

However, an LGSR can only be completed a maximum of two months early. Where a gas safety check is carried out at less than 10 months following the previous gas safety check this will have the effect of “resetting the clock” and the deadline date will then be 12 months from the date of the latest check.

The implementation of these changes has created an opportunity for the Wrekin Housing Group to realign the anniversary date of the LGSR and as a result of this we are attempting to group properties for their gas safety checks, into geographical areas and to bring all gas servicing to be completed during the summer months.

How will I be affected?

As a result of these changes, we are starting to bring servicing in line in geographical areas and streets, which means that we may contact you to complete your gas service earlier than usual. Even though you may only have had a gas safety check a few months ago, we will contact you with an appointment and we would still require you to allow access for the LGSR to be completed.

However, once we have done this, we will not bring the service forward again; your anniversary date will be reset and then should remain the same every year going forward.

We anticipate that it may take a few years to bring all properties in to geographical area and down to street level.

For more information, please click the link shown to visit the HSE leaflet.

Please note that our tradesmen may need to access your loft to service the flue.

Failure to provide access is a serious breach of your tenancy conditions. If you cannot make the appointment sent to you, please phone 01952 217217 to rearrange.

Will the Group service my gas oven?

We are unable to service a tenant’s own appliance such as cookers or own gas fires fitted by the tenant as part of the annual gas safety check. However we will check that the appliance is safe, any defect will be reported to you and the appliance will be disconnected from the gas supply. If your gas fire is disconnected from the gas supply we will remove the gas fire and brick up the fireplace.

What service appointments are available?

We will send you a letter to notify you about the annual gas service at least five working days in advance. If you are unable to make that appointment, please contact the gas team on 01952 217217 to rearrange.

Please do not do the following:

  • Never use a gas appliance if you notice a yellow or orange flame (except fires which displays this colour flame), soot or stains around the appliance
  • Never cover an appliance or block the air vents
  • Never block or obstruct any fixed ventilation grilles or air bricks
  • Never block or cover outside flues.