Q: Can I change the code on my room lock?
A: Unfortunately not, My maintenance team members have the code lists so they can get in to do repairs.
That’s why I can’t change them.
Q: What day are our bins emptied?
Q: Can I have a pet?
A: Goldfish, yes. Anything else, no!
Q: Can we put a satellite dish on the house?
Q: Can I smoke in the house or in my room?
A: No. All houses are strictly non-smoking. I strongly advise you not to break this rule - both for the health and safety of you and your housemates, and for the preservation of your deposit. If the property smells of smoke at the end of your tenancy, we'll need to charge you for fumigating it.
Q: Can you change my light bulb?
A: Yes. Log in to report it.
Q: My radiator isn't working properly/at all. What should I do?
A: Is your radiator...
a) Cold at the top but warm at the bottom? It needs bleeding. Please log a repair.
b) Cold, but others in the house are warm? Make sure the dial with the numbers on it is turned up and that the knob on the other side is turned to the 'on' position, if it has one.
c) Cold, and so are all the others in the house? Check the thermostat timings and temperature, and check that the boiler is switched on. You'll find the location and instructions for your thermostat with the rest of your house info - see opposite.
Still can't solve the problem? Log a repair.
Q: I’ve set off the fire alarm – how do I turn it off?
A: Turn the key to reset it, then call Colin Hopps on 07785 533519 and he'll rectify the fault.
Deposit-watch: there's a £40 charge for callouts if you break the alarm glass when there is no fire!
Q: We’ve had a break-in! What should we do?
A: Call the police. They will give you a number for an emergency firm to board up broken windows/door if it is out of hours.
Please advise us if you have a break-in. They are very rare, as our houses have good security. However, you will need to remember to keep doors and windows locked, alarm the house when empty and never leave the property en-masse in a taxi, or advertise that you have all left to taxi drivers. Preferably, get a taxi from the corner of the street.
Q: Do we have to do our own gardening?
No, I have gardeners, but you are responsible for keeping it free of rubbish and not damaging it (e.g. with tinfoil barbeques on the grass.)
Q: Our heating/appliance/plumbing has stopped working. What should we do?
A: For problems with your central heating, hot water, plumbing, drains and appliances, including the cooker, fridge, freezer, washing machine, tumble dryer, dishwasher, microwave and bathroom fans,
PLEASE NOTE: If your shower is overflowing, the first thing you should do is check your shower trap. It's a job you need to do regularly because the drain gets full of hair and gunk. Yes, it's icky, but it's not one that requires a plumber... unless you want to pay his call-out charge personally, of course!
5. Start up the machine on ‘high’ power and place the palm of your hand against the inlet of the drum. The suction should feel very strong at this point. If it does, it means there is a blockage in the system between the hose and the floor tool.
6. Re-attach one accessory at a time, i.e. hose first and try the suction at the end of the hose; then the first straight stainless steel tube etc. It will become apparent where the blockage is because you will notice a loss in suction when the accessory in question is attached.
Q: We think we've got a gas leak, what shall we do?
A: Open the windows. Do not turn any electrical appliance on or off! Don't smoke or use anything that could generate a spark. Go outside the house and use your mobile phone to call the National Gas Emergency Service line on 0800 111 999. You will need to tell them the following information:
1. Your address and postcode
2. How many people are in the property
3. Where the smell is coming from
4. Your name and contact telephone number
Follow the instructions they give you. They may ask you to turn off the gas supply at your house by locating your meter, which will either be in your basement or outside the front or back door. If you are unsure how to turn it off, ask for their guidance on the phone or, alternatively, do not attempt to turn off the gas yourself and wait for the emergency engineer to arrive.
Q: HELP! We've got the mother of all emergencies happening and it's not covered by any of the above.
A: Okay. Don't panic. Call 07976 747586 during daytime hours. From 10pm to 7am, call 0333 0007805 and quote ref no PPSA001967.
Your question not answered here?