What do I do if my heating breaks down?

Please carry out the following simple checks:

make sure the pilot light is lit. Most appliances are mounted on the wall with a spy hole for you to check that the pilot light – a glowing flame – is lit
if you have a back boiler set behind a fire, you will have to look underneath the fire to see the pilot light (some tenants may find this too difficult so please ask another adult to check it for you)
if you have checked and found the pilot light is not lit, relight it following the manufacturer’s instructions, normally found on the side of the boiler
if the pilot light does not work, contact Ascham Direct

If some radiators do not warm up, check that they are not closed by turning the valves at the end. If the radiators are not getting hot at the top, they may need ‘bleeding’. Use a bleed key to release the vent at the top of the radiator until water seeps out, then tighten the vent. Place a cloth around the key to protect the furniture and decorations.

If the boiler comes on but won’t heat up or provide hot water, there may be a problem with the water supply. Contact Ascham Direct for advice.

If your home is fitted with a warm-air central-heating system, there are two checks to carry out if the system is not working properly:

check the pilot light is lit (if it is out, the instructions for relighting it are on the unit’s casing)
turn up the room thermostat (the thermostat will click when the central heating comes on; if it does not, the heating is definitely not working)

What if my heating is provided as part of a district heating scheme?

If your heating is provided as part of a district heating or estate scheme, you should report any repairs to Ascham Direct on 020 8496 4197. When reporting a repair it would be helpful if you could tell the customer services officer that your heating is provided as part of a district heating scheme and explain what and where the fault is. A contractor will call within 24 working hours to carry out the repair.

If you have an emergency outside office hours, such as a leak or no heating at all, please phone our emergency services section on 020 8496 3000.