Heating Services - Archive Only

Heating Services - repairs and maintenance

Hounslow Homes is responsible for repairs and maintenance to the heating systems in all the properties we manage. This includes

District Heating - communal heating
Individual heating systems - an individual boiler in your home

How to report a problem with your heating:

If you are connected to District Heating (this means you are connected to a communal heating system) you will need to report any faults or loss of service to the Customer Service Centre on freephone 0800 085 65 75.

Individual heating systems are serviced and maintained by contractors employed by Hounslow Homes. If you have an individual heating system (i.e.there is a boiler in your home) you will need to report any faults to the heating contractor for your Area:

Feltham, Hanworth and Bedfont residents should contact Quality Heating on 0845 658 6255. (calls charged at local rate). You can also report a fault online at www.qhsonline.co.uk.
Residents in all other areas should contact Planned Maintenance on 0207 924 1844
If your heating has been fitted within the last 12 months, contact the Customer Service Centre on 0800 085 65 75

IF YOU SMELL GAS: Report any gas leaks or escapes to TRANSCO on 0800 111 999

Click on a link to view more information about the following heating services.

Loss of heating and or hot water

District Heating

Individual Heating Systems

Servicing heating systems

Safety First - heating do's and dont's

Gas Safety Checks - New tenants

Loss of heating and or hot water

If your heating system fails between 1^st October and 1^st May, we will try to restore your heating as soon as possible. We will also try to provide alternative heating if there is someone living in your home who:

Is over 60 years old
Is less than 3 years old
Is Chronically sick or disabled.

If you are calling the Out of Hours service, they may not be able to restore your heating, as only temporary repairs/make safe can be carried out. A follow on appointment will be made as soon as possible to rectifiy any problems or carry out any repairs that require parts.

District Heating

District Heating - also known as communal heating - is repaired and maintained by Hounslow Homes’ Heating Team. Properties in a block or an estate are linked to one main boiler house, instead of having individual heating systems in each property.

If you are connected to District Heating and have a problem with your heating or hot water, you can report the problem to the Customer Service Centre on free phone 0800 085 65 75. From May to October, loss of heating is not considered an emergency unless you have small children or there are elderly/disabled persons living with you that might be at risk. Otherwise, we will book you an appointment for a Heating Engineer to visit you.

It would also be advisable in the event of total heating/hot water loss to check if any of your neighbours are experiencing a problem before you call us, as this could mean a problem with the main boiler house affecting your block/estate.

If the problem is with the main boiler house, the Heating Team will not visit individual properties unless there is a problem after the main fault has been repaired. If a fault with the boiler house has been rectified and you are still experiencing a problem, you should contact the Customer Service Centre.

Individual Heating Systems

Most of our properties have Individual Heating systems, i.e. a boiler in the property itself. If you have an individual heating system it will be repaired and maintained by contractors employed to carry out this work on our behalf.

If you need to report a repair, you will need to ring the contractor for your area. On your boiler you will find a sticker with the name of the contractor and their contact number. If you cannot find a sticker, or are unsure who to call, contact the Customer Service Centre on 0800 085 65 75. They will check your property address and give the contact number to call.

If you are living in Bedfont, Hanworth or Feltham you will need to contact Quality Heating on 0845 658 6255. (calls charged at local rate). You can also report a fault online at www.qhsonline.co.uk.

For all other areas, Planned Maintenance will deal with your heating system. They can be contacted on 0207 924 1844

If you have had your heating system fitted within the last 12 months, you should report any problems to the Customer Service Centre on 0800 085 65 75. The system will still be under warranty, so repairs will need to be undertaken by the contractor that fitted the system, in some cases this will be Hounslow Homes. If you are unsure, please contact the Customer Service Centre who will check for you.

If you have a key meter, you should also check that you have credit before reporting a repair if you have total heating/hot water loss.

Servicing Heating Systems

As your landlord, we are obliged by Health and Safety laws to service your heating system annually. You will be visited by either Hounslow Homes or the contractor for your area to carry out a service. If you are not at home, a calling card will be left at your property, advising you to make an appointment.

It is important for the safety of you, your family and any visitors to the property that these checks are carried out. Make an appointment as soon as possible so that the necessary checks can be completed. Please contact the Customer Service Centre on 0800 085 65 75 or the contractor for your area if you have any questions.

Safety First - Heating do's and don'ts

Your safety and that of your family is important. please remember the following advice:

DO:

Allow access for your annual gas service. We need to check that your central heating system is safe for you to use. We may suspend other non-urgent repairs that you request if there is a health and safety risk at your property.
Report gas leaks - if you smell gas, contact Transco immediately on 0800 111 999
Have any gas appliances fitted by a corgi registered fitter. Connection of gas appliances is your responsibility and the fitter should be suitably qualified. Improperly fitted appliances can be dangerous.
Check you are in credit if you have a key meter before reporting a loss of service.
Check that thermostats and controls and the pilot light (if you have an individual heating system)are on before reporting a loss of power.
Report leaking radiators immediately, particularly if you live above another property. Leaks can cause extensive damage to your property and any properties below.

Don't:

Try to 'bleed' or release trapped air from your radiators if you are hearing a 'bubbling noise' or the radiator is not heating up. This is particularly important if you are connnected to District Heating. This can be dangerous, and you could suffer serious injury from scalding. Please report any problems to the Customer Service Centre or the heating contractor for your area. Click HERE for contact numbers.

Attempt to repair or tamper with any gas connections or meters. Gas meters are the property of your supplier, and tampering with the meter or any gas connections is dangerous and could render you liable to prosection.

Attempt to carry out repairs to your heating system if you are not suitable qualified. Report all faults to the Customer Service Centre or the contractor for your area.

Gas safety Checks - new tenants

When a Hounslow Homes property is empty and waiting to be let, the central heating system/gas supply is shut off until a gas safety check has been completed.

Before you move into your new home, you will need to arrange your gas service supplier and or key meter. You will also need to book an appointment for a final gas safety check to be carried out. Gas safety checks cannot be carried out until after the actual start date of your new tenancy.

These checks are important - they ensure that the heating system is safe and working correctly. We also check that the supply to the property (including to your cooking facilities) is safe for use.

Until you have arranged your gas supply and the safety check has been completed you will not have heating, hot water (or cooking facilities if you are using gas) to your home.

If you are a new tenant and need to book and appointment for a final gas check, please contact 0208 583 4354. If you have any questions regarding final gas checks, please contact the Customer Service Centre freephone 0800 085 65 75.