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Prevent any additional water going into the underground drainage system by turning off all taps, not flushing toilets and not showering or bathing. Please do not drain a bath, should it already be filled. Contact us immediately.

Check that the water stopcock/isolating valve has not been inadvertently closed. Check with neighbours to ascertain if other properties are affected. This will indicate an issue with the water supplier. Contact the utility provider to determine the nature of the loss of supply. Don’t run off water from your boiler in case of ‘burn out’ in your water heater.

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Please refer to your handover information pack for details on your heating system.

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This usually means an airlock in the system. This reduces heating efficiency and, if the air is not removed, it can also lead to rusting inside the radiator. To release the air:

1. Turn off the heating
2. Attach the radiator key to bleed valve and turn anticlockwise.
3. Open the valve with care – it can come out completely. Just open it enough to hear the hiss of air escaping. Hold a cloth under the bleed valve to catch the water when the last of the air is released.
4. When water comes out, close the bleed valve. (Radiator keys are available from any DIY or hardware store).

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Please refer to your handover information pack for how to set up your thermostat.

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If the leak is containable (e.g if it stops when the shower is turned off), contain the leak and report to the after care team. If not, prevent additional water entering the pipework by turning off the water stopcock/ isolating valve. Please refer to our guide or contact the after care team.

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First, check the sealant for damage. If not, turn off the water at the fixture and contact our After Care team. Do not use the shower or bath until the problem has been resolved.

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The main water supply to your home is controlled by a stopcock (or stop tap). It can be found outside your home by the water meter. If the main water pipe to your home is damaged, the external one may need to be turned off. You’ll normally find the external stopcock under a cover, probably by the water meter, set into the pavement or path in front of the house. Normally, when you need to isolate the water supply to your home, you’ll use the internal stopcock. It’s a large, brass valve that looks a little like a tap, with a water pipe projecting from either side. The location should be included in the handover back, however is usually found under the kitchen sink. It is important to turn off your boiler before you shut off the water to your home, to reduce any chance that your boiler may attempt to run without an adequate water supply. To turn off your internal stopcock, turn the top clockwise until you can feel resistance, the same as when you turn off a tap.

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You may have a water leak. Try to find the source of the leak and turn off the water supply to the appliance that is causing it. If you can’t find the leak, turn off the water service for the house and call our After Care team.

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If damp patches appear in the kitchen, bathroom or wardrobes, it may be because you haven’t been ventilating sufficiently during use. Open the windows or doors in the case of wardrobes, allowing each room to dry out. Wipe away any mould that has appeared with bleach or water solution. You may need to retouch paintwork.

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• What to do when you have a leak

If the problem is only affecting drains inside your home, the first step is to find out if more than one drain is affected. If more than one fitting is blocked and they are in the same room, the problem is likely to be with a waste water pipe shared by those fittings. A liquid drain unblocker might alleviate the issue, although be aware that some harsh chemicals may mark or damage your plughole. Always check the manufacturer’s recommendations before using. Please contact a plumbing specialist if this does not work. If more than one fitting, such as the sink and bath in different rooms, is blocked or not draining properly, the problem could be with the main sewage outflow from your home.

This is usually caused by a build up of fat, tea leaves, hair etc. in the waste pipe. Try pouring hot water down the plughole, or flush through with proprietary cleaner or water containing caustic soda crystals. If this fails then:

1. Empty the bowl or sink. Bail it out with a cup or jug.
2. Block the overflow opening. Place a rag tightly over it.
3. Clear the blockage. Place the plunger over the plughole and work forcefully until the blockage clears.
4. Clear out the u-trap situated immediately below the plughole. Place a bowl under the trap, unscrew the joints and remove the trap – then clean and re-fit, checking that the seals are in place and that the joints are screwed up tightly.

If the above procedures fail to unblock the sink, you will require the services of a plumber.

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