Help & Support

• If you've moved into your home during the winter months and require a gas safety check, we may request a second check in the summer to prioritise heating breakdowns in winter
• When we experience high volumes, we may use a contractor to complete gas safety checks
• If you have a new boiler installed during winter, we may also ask for a summer check to manage winter heating demands efficiently
• Giving us access for the annual gas safety check is mandatory and in line with your tenancy agreement. Failure to respond or refusal of access will result in legal action and legal costs will be passed to you
• When we complete a gas safety check we'll need clear access to the boiler, the gas meter and the flue 
• We'll need someone to be in the property over the age of 18 (ID may be required) during the service. It could be you, an occupant or a trusted friend, neighbour or family
• Our time slots are Monday- Friday with a choice of 8am- 12.30pm, 10am-2pm or 1.30-4.30pm (3.30pm on a Friday)
• Please ensure you've got credit on your gas/electric meters at the time of service, if you're struggling please get in touch

• Safety checks on gas equipment, including fires and flues, as per regulations
• Servicing done in compliance with 'Gas Regulation 36'
• Visual checks of your cooker with any defects noted on the Landlord Gas Safety Record (LGSR)​​​​​​
• Carbon monoxide and smoke alarms will be tested and replaced if they're due to expire before the next gas safety check
• Immediately dangerous or at-risk equipment will be disconnected from the gas supply for your safety and will receive a warning notice
• Flame supervision devices fitted in sheltered accommodation, noted on the Landlord Gas Safety Record (LGSR)

• You're able to rebook your gas service in your online account. You'll find the gas service under Cases from the menu
• You can rebook the gas service up until 6 weeks before the gas service is due
• Our time slots are Monday- Friday with a choice of 8am- 12.30pm, 10am-2pm or 1.30-4.30pm (3.30pm on a Friday)
• You're also able to message us about your gas service to provide updates and our team will review and respond by end of the next working day
• You can also upload documents through this case too
• You can also rebook your gas service by getting in touch with us and our customer experience team will be on hand to help

If you're unable to view the above video, you can also view it in YouTube too. 

• We only use Gas Safe registered engineers to undertake our safety checks, servicing and repairs to appliances, pipework, and flues to ensure we meet all Gas Safe guidance and legal requirements
• We ensure competency of the engineers with a monthly check of all their gas safe training cards, and maintain a skills matrix for them
• We'll ensure that any new starters have the appropriate training and experience to undertake the work they're qualified to work on according to their Gas Safe registration
• New starters will be subject to monthly assessments by one of our Gas Supervisors
• All engineers are required to carry their gas safe registration card at all times

Yes, there will be still be a gas supply in your home so we'll need to complete a gas safety check to ensure your home is safe.

Once a gas service is completed, you'll be able to find a copy of your gas safety certificate in your online account, under the 'Documents' section.
It will be called a LGSR, which stands for Landlord Gas Safety Record.

If you don't have an online account, you'll be sent a copy of your gas certificate. If you misplace your certificate, please get in touch ​​​​​​and we can arrange for it to be sent out to you.

• Minimise the likelihood of future boiler breakdowns
• Keeping you and your family safe
• During the service, we’ll check the safety of your gas appliances to help prevent hazards and minimise the chance of breakdowns.
• The gas service date remains fixed if the next service is conducted within 8 weeks of the previous date. For example, if your gas safety check is done on July 10, and your gas MOT date is August 10, the next check will be due on August 10 the following year