Frequently Asked Questions

Maintenance F&QS

Do I have to change the bulbs/smoke alarm or carbon monoxide detector batteries?

This is the tenants’ responsibility. We will not replace these unless you advise us on the day of moving into the property that they have failed.

The property feels very damp and we have mould, how can we prevent this?

• Ventilate the property adequately! We know it can seem silly to open windows when you are trying to heat the property but windows MUST be kept open for a reasonable time throughout the day. The air must be allowed to circulate.
• Ensure the property is properly heated – this means keeping heating on low constantly.
• Use window vents where fitted
• Increase ventilation in the kitchen and bathroom when in use by using the extract fan or opening the window/door
• Ensure the extractor fan is cleaned frequently
• Ventilate cupboards and wardrobes
• Do not push furniture right up against radiators – this stops heat circulating
• Clean the bathroom properly using anti mould spray

The vacuum cleaner is not sucking up properly…

Check the bag is not full and there are no blockages. If this does not fix the problem then please contact the maintenance department.

The washing machine is not draining/spinning…

Do not overload your washing machine. This is the main reason why a lot of the washing machines break down and you may be charged for the repair….Contact maintenance.

The sink/toilet/bath/shower is blocked…

Blockages must be first attended to by the tenant by using a strong drain cleaner and/or plunger. If this does not fix the problem please call maintenance. If it is found that recent debris ie foodstuffs or hygiene items are the cause, you may be charged for this call out.

The shower is not working... 

Firstly establish whether the shower is electric or supplied from the boiler (if there is a cord or switch then it is probably electric – CHECK THIS IS ON). Contact maintenance. This establishes the type of tradesman we should send.

We have a leak coming into our flat…

Inform the upstairs neighbour and ask that he/she arranges for a plumber to attend as the leak is likely to be coming from their property. If you cannot make contact with that neighbour and the water ingress is becoming excessive contact maintenance in the first instance and if we are closed contact Aberdeen City Council (environmental health dept) who will send police to break into the property and turn off the water. THIS SHOULD ONLY BE DONE IN AN ABSOLUTE EMERGENCY. You MUST report any leaks to us so we can arrange for an inspection of any damage.

We have a leak from our flat going downstairs…

Check no water is running (ie bath/shower/taps) and all appliances are off. Locate the stop cock (usually located under sink or by utility meters) and turn off the main water supply. Contact maintenance in the first instance. If you cannot locate the stop cock and if we are closed contact an emergency plumber for advice or Aberdeen City Council (environmental health dept) who will arrange to attend to turn off the water. THIS SHOULD ONLY BE DONE IN AN ABSOLUTE EMERGENCY.

Our door entry system is not working…

Check that the silence button is not on. Ask your neighbours if their entry phone is working so we can establish if the problem is communal or relates to the individual flat. Contact maintenance.

Heating not working / The pilot light on my boiler is out…

The pilot light should be visible via an inspection panel. Most boilers have instructions on the inside panel, follow these to relight the pilot light. Generally you need to hold in the gas valve while pressing the ignitor button, keep pressed in for 10 secs and the light should stay on.

How do I work my storage heating?

Storage Heating utilises electricity at cheap rates at Off Peak times.

Storage heaters are charged up during the night and store the heat for emission during the day.

1. Switch on water heating switch in kitchen or at the hot water tank, leave switched on at all times.
2. Switch on storage heaters individually at fuse point on wall.
3. Each storage heater will have two controls, Input and Output or Damper controls:

             Input – amount of heat you want to store

            Output – amount of heat you want to release

The heat is stored in the heater and can be released quickly or slowly. Eg. if output is left at setting 3 overnight the room should be warm in the morning.

We would suggest that it is left at this setting during the day when you are out. In the evening switch up to a higher setting to release more heat when you are in the property. You should remember to put the setting back to 3 before going to bed.

If you wish any extra hot water, then switch the Boost switch on the panel, usually located in the kitchen or at the meter cupboard.

I can smell gas…

IMMEDIATELY shut off the gas supply at the meter, extinguish naked flames, open windows, do not use electrical switches and call Transco on 0800 111 999.

We have a problem with mice…

Mice can be a common problem particularly in old tenement blocks. Try to locate where they are coming from and see if the entrance can be blocked up, buy some humane mice poison/traps and keep the property clean and tidy.

My lights have all/part gone out or my electric sockets are not working…

Locate the fuse box, check if any switches on the circuit breaker are facing the opposite direction to the others. If so flick on. If it immediately trips again then contact our maintenance department. If the fuse box is old style then contact maintenance as an electrician is probably required.