creating communities to be proud of
gas servicing and safety information for tenants
Every year we service and check all of our properties which use gas heating appliances.
Here we explain how you can help ensure your gas central heating appliances are serviced yearly and are well maintained. We have also included some useful contact numbers if there is an emergency or when you need to speak to someone in our gas servicing team.
What happens if my system breaks down?
Call us on 0845 849 2000 option 1 and we will arrange for an engineer to attend.
What happens if I fail to allow you access to my home?
We take the safety of our tenants and their neighbours seriously. If you do not allow us access to your home after repeated attempts, we will:
- Tell you that we will be passing your details to our solicitors
- Apply to the County Court for an injunction to gain access to your home
- Ask the Court to order you to pay our legal costs
What happens if the appliances in my home are faulty but I still use them?
It is an offence to use, or for us to allow you to use, a gas appliance which is known to be unsafe.
What happens if I can’t be at home on my appointment date?
Phone us on 0845 849 2000 option 1 and we will arrange a convenient appointment.
What happens if we find a gas cooker that is not working properly?
If we find a cooker that is faulty or unsafe we will tell the tenant, cut off the gas supply to it and complete the necessary gas safety regulations paperwork. It is the tenant’s responsibility to maintain and repair gas cookers. Always use a Gas Safe registered gas engineer to repair the appliance. A list of engineers can be found in the yellow pages.
Gas safety checks
If you have gas heating appliances it is very important that you have these checked.
It is a legal requirement for us to check gas appliances every 12 months. This is because gas appliances can become dangerous and give off carbon monoxide fumes if they are not maintained correctly.
You cannot see, taste or smell carbon monoxide but it can kill.
In addition by checking your heating appliances regularly we can ensure that they are working in the most efficient manner. This will help reduce your bills and help reduce the damage to the environment.
Your gas safety check is free and could save your life!
How will I know when you are going to call?
We will write to you and let you know when one of our heating engineers will carry out the service. It will take around 45 minutes to complete. Please be available at this time or phone us on 0845 849 2000 to arrange another appointment.
Once an appointment has been made, it is important that you are there when our heating engineer calls. If you are out, they will leave a visiting card asking you to contact us to make another appointment.
Appointment options are:
Monday to Friday
AM 8.30am – 1pm
PM 12pm – 5pm
School run 10am – 2.30pm or after 3.30pm
Saturday
AM 8.30am – 1pm
The check
After the heating engineer has finished the work, they will leave you a certificate to confirm the check has been carried out.
If there are any problems with your heating appliance or ventilation that cannot be sorted immediately, the engineer may have to turn off your heating, if it isn't safe to use. We will provide you with temporary facilities.
Do not attempt to re-connect an appliance that the engineer has disconnected.
What will happen if I do not allow entry for the check?
It is a condition of your tenancy agreement that you allow access for the gas safety check to be carried out. If you do not do so we will take legal action to enforce access. Please do not make this necessary.
If you smell gas
All gas escapes are serious and you should take action. If you smell gas, follow these simple steps:
- Do not turn any light or socket on or off, or strike any matches. When you use switches, this can often generate sparks which could be enough to ignite any escaped gas in the air
- Do not smoke
- Check to see if any gas appliance is turned on but not lit
- Turn off the main gas supply. The main lever to turn the gas on and off is next to your gas meter
- Open windows and doors. This will allow any gas which has built up in your home to escape
Gas Emergency Number
National Grid 0800 111 999
The Dangers of Carbon Monoxide
Carbon monoxide is a poisonous gas that can be produced by burning any fuel. You cannot see, taste or smell it – and it causes the following symptoms if you breathe it in:
- Flu-like symptoms, such as headache and feeling sick
- Dizziness
- General tiredness
Your heating appliance might develop the following signs if too much carbon monoxide is present:
- Pilot lights burn yellow or orange flame
- Soot or stains form around the appliance
- Pilot lights frequently blow out
If you have a carbon monoxide detector that warns you of the presence of this gas, or you think you may be suffering from carbon monoxide poisoning, turn off the heating appliance immediately and ventilate the room.
Get some fresh air and call us on telephone number 0845 849 2000. A heating engineer will visit you to make sure your heating appliance is operating correctly. If you have any of the signs and symptoms of carbon monoxide poisoning you should go to a hospital emergency department immediately, particularly if several people in the household, or pets, are affected.
Our duty as your landlord
We are committed to your safety and insist that all appliances are serviced every 12 months. As your landlord we will ensure:
- Gas fittings and flues installed by us are maintained and in a safe condition.
- All installations, maintenance and gas servicing is carried out by a gas safe registered installer.
- Any flue or chimneys are checked when we carry out your gas appliance’s annual service. We will not service or repair gas cookers.
- We keep a copy of each annual gas service.
- You will get a copy of the current gas safety certificate for your home when completed.
- All our gas engineers will carry a Shoreline ID badge and a Gas Safe photograph ID card.
- We will contact you when your appliances are due for an annual gas service and advise you of an appointment date.
Your duty as a tenant
As a Shoreline tenant you too have responsibilities:
- You should allow us access to your home to carry out maintenance and safety checks on our gas appliances, as stated in your tenancy agreement.
- You must let authorised employees of Shoreline, or other agents, into your home at all reasonable hours to carry out any inspections or any work we consider necessary. This is to ensure the property and surrounding properties do not put you or anyone else at risk. We will give you 24 hours advance notice in writing, if possible.
- If you want to replace a gas appliance, always seek permission from the Heat and Asbestos team on 0845 849 2000.
- Never use a gas appliance if you think it’s not working properly. Report it by telephoning 0845 849 2000 option 1.
- Never cover an appliance or block/obstruct any convection air vents, fixed ventilation grilles or airbricks.
- Always ask a gas professional to carry out repairs to your gas appliances.
- Always follow the manufacturer’s instructions when using appliances.
People should only sleep in bedrooms and not rooms where gas appliances are installed. If a room with a gas appliance must be used to sleep in, please contact us for further advice.
Always ask callers at your door to show their identity card before letting them into your home. We do not authorise work to be carried out in your home without arranging this with you in advance.
Customer Feedback
We are continuously trying to improve our service and your opinion is valuable to us. Please tell us how you found your experience with us by completing this online form.
Useful Numbers
Health and Safety Executive
For further advice about gas safety you can contact the Health and Safety Executive Gas Safety Advice Line on 0800 300 363.
Gas Safe Register
If you are unsure whether someone is Gas Safe registered you can contact Gas Safe Register on 0800 408 5500 or visit the Gas Safe website www.gassaferegister.co.uk
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Registered Charity Number 1107876. |
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