How can I reduce the effects of hard water scale?


If hardness scale becomes a problem there are a number of simple measures that can be taken to reduce the level of deposition:

• Reducing the temperature of your hot water to 60°C or lower to decrease the build up of scale

• Place a stainless steel wire scale collector in your kettle to  reduce scale build-up.

• Avoid scale floating on the surface of your water by regularly rinsing your plastic kettle

• Follow the manufacturer’s instructions for any appliances that use water.

• Install a water softener. On occasions sodium levels within softened water can be higher than normal. We therefore do not recommend that softened water is used for drinking purposes.

The softener should be plumbed in after the drinking water point ensure you have a separate un softened supply for drinking.

Check out offers on water softeners and other products for the home and garden.


What does an annual service include?


This is a visit we carry out in each contract year to check your boiler and central heating system or gas appliance (depending on what is included in your agreement) are safe and working correctly.


Will the engineer fix my heating in one visit?


He’ll do his best, but it depends what the problem is. They carry lots of parts with them in their vans. But they can’t carry everything. If they don’t have the part they need, they’ll order it. But we’ll always keep you in the know about how long we think it’ll take to get your problem fixed.


I think there’s a problem with my gas supply, what should I do?


If you can smell gas or think you have a gas leak:

  • Open all doors and windows to let the gas escape.
  • Do not smoke, light a match or use any other kind of naked flame.
  • Check your gas appliances are switched off, including any pilot lights.
  • Avoid using any electrical equipment within the property. This includes light switches and mobile phones.

Call the 24 hour National Gas Emergency hotline on 0800 111 999. They will advise you of further actions.


Should I leave the heating on low all day even when I’m out, or turn it up only when I need it?


According to leading energy experts, the idea that it's cheaper to leave the heating on low all day is a myth. They're clear that you'll save energy, and therefore money, by only having the heating on when it's required.

The key thing to understand here is that it's all about the total amount of energy required to heat your home.

It's a given that a certain amount of energy is constantly leaking out of your home. So with the heating on all day you're losing energy all day - and therefore it's better to heat your home only when you need it.


Common radiator problems


a) Painted over valve – If the radiator has been painted, sometimes the valve is painted over. This means that it is not easy to free the valve try applying some pressure and WD40 to free it. If not, call us and we will send someone over to you to fix the problem.

b) Radiator is hot at top but not at the bottom – This will be because there is sludge in your radiator, you will need to get the system power flushed.

c) Radiator not heating up at all – Check to see that the valve at the bottom of the radiator is open. It will turn clockwise. If it is open and the radiator is still not heating up, this could mean a problem with the valve. If you need to replace the valve, we would always recommend that you opt for a thermostatic radiator valve as it gives you the ability to adjust the heat setting of the radiator according to your needs.


What is carbon monoxide poisoning?


Unsafe gas appliances can produce a highly poisonous gas called carbon monoxide (CO). It can cause death as well as serious long term health problems such as brain damage.

This happens when a gas appliance has been incorrectly fitted, badly repaired or poorly maintained. It can also occur if flues, chimneys or vents are blocked.

Carbon monoxide is odorless, colorless and tasteless. Sometimes when people say they can smell it what they really are smelling is the byproducts of the fuel that is burning, not the CO.

Remember the six main symptoms to look out for:

  1. headaches
  2. dizziness 
  3. nausea 
  4. breathlessness 
  5. collapse 
  6. loss of consciousness

Being aware of the symptoms could save your life

CO symptoms are similar to those of flu, food poisoning, viral infections and fatigue. That’s why it’s quite common for people to mistake this very dangerous poisoning for something else.

Other signs that could point to CO poisoning:

  • Your symptoms only occur when you are at home and seem to disappear when you leave home.
  • Others in your household (including pets) are experiencing similar symptoms and they appear at a similar time. 

What to do if you suspect CO poisoning

  • Get fresh air immediately. Open doors and windows, turn off gas appliances and leave the house.
  • See your doctor immediately or go to hospital - let them know that you suspect CO poisoning. They can do a blood or breath test to check. 
  • If you think there is an immediate danger, call the Gas Emergency Helpline on 0800 111 999.
  • Ask a Gas Safe registered engineer to inspect your gas appliances and flues to see if there is a dangerous problem.