OUT OF HOURS EMERGENCY

REPORTING MAINTENANCE

Heating & Hot Water

For out of hours emergencies please use
the 'Out of Hours' link above.

The videos above might help solve your Heating and Hot Water request.

These videos have been provided to help with a number of commonly reported issues. Please check these prior to submitting your maintenance issue. If these do not cover the issues being raised, then please scroll down

 

Video 1 – How to re-pressurise your boiler

This video details how you can re-pressurise a boiler if it has lost pressure (combi boiler only). Please note however if you are regularly having to re-pressurise your boiler, this could mean there is a water leak or issue within the system. If this is the case, please highlight this and the fact you have had to re-pressurise on a regular basis (ie more than once a week).

 

Video 2 – How to bleed a Radiator

“You may be experiencing issues with your radiators heating up. If the top of your radiator is cold but the bottom is warm there is too much air trapped in the system and you need to bleed your radiator. It is a relatively simple thing to do, but an important one to help maintain the efficiency of your boiler and central heating system. Bleeding the radiator releases the air and allows hot water to fill the whole system. Follow these steps to check and bleed your radiators:

Before bleeding your radiator:

  • Turn off your heating and ensure all radiators have completely cooled down
  • Although a screwdriver can be used for some modern radiators, most radiators require a radiator key to bleed. If you don’t have a radiator key, you can pick one up from most DIY stores.
  • Ensure you have a cloth and a bucket below the radiator valve to catch any water.
  • If more than one radiator is cold, there may be a problem with the whole system that needs to be checked by an engineer.

How to bleed:

  1. Holding the key with a cloth, slowly turn anti-clockwise to open your radiator’s valve (the smallest square nut at the top of the radiator). You should hear a hissing sound as the air escapes.
  2. Wait until the sound stops and water starts to leak out before turning the key clockwise to close the valve.
  3. Do not unscrew the valve completely
  4. Once all your radiators have been bled, check the pressure of your boiler gauge. If the pressure is too low, you’ll need to rebalance the pressure (check your boiler manual for guidance). If the pressure is normal, you can switch your heating on and check that there aren’t still any cold areas.

We recommend doing a full check of all the radiators in your home every couple of months.

If this has not helped, please continue to report the repair request through to us. This will then be treated as an urgent issue

Boiler fault codes

  • Check your boiler manufacturers instruction booklet as the most common fault codes will be listed.
  • If you don’t have a manual this can often be found with a simple google search.
  • Some fault codes will ask you to reset the boiler.
  • Please follow the instructions and guidelines carefully and if you are in doubt please continue to report your issues below.

 

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Vulnerable occupiers

Although there is not a legal definition of vulnerable occupier, an occupier is generally considered to be vulnerable if they have a characteristic that means that the issue being raised would have a materially greater negative impact on them than on someone who does not have that characteristic.

Examples of such characteristics include:

  • Mental health needs.
  • Learning difficulties.
  • Those who may be vulnerable due to their age.
  • Severe physical health problems, debilitating illness or disability.
  • The recently bereaved.
  • Pregnant women.
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Terms and Conditions

We invite you to access and use the Service (which is explained below), but this invitation is subject to your review and acceptance of these terms of service ("Terms").

The Terms comprise a binding contract between us and you, and by submitting a repair request through the Service you acknowledge, accept and agree with the Terms.

You and we agree that no third party has the right to enforce any of the provisions of these Terms pursuant to the Contract (Rights of Third Parties) Act 1999.

The Terms cannot be varied without written confirmation from one of our directors and they constitute the entire agreement between us. In this context written does not include email.

Who are we?
We are Bassets Property Services Limited a company incorporated in England.

What do we do?
Bassets have provided this platform to help manage repairs more easily and effectively.

What do we not do?
Bassets will not carryout repairs and we are not responsible for these repairs.

The Service will forward on an electronic notification to Bassets Maintenance team. If you are reporting an emergency you must also alert your property manager by telephone 01722 820584.

What is the Service?
The Service is a web based platform that is for the sole use of Bassets Property Services Limited, allowing you to report repairs and that may allow ongoing communication in relation to the resolution or attempted resolution of repairs at residential properties.

We are not responsible for the costs and/or availability of the Internet and/or other telecommunications services necessary for you to access the Service.

Who Can Use The Service?
You can only use the Service in relation to a property that you occupy which is managed by Bassets Property Services Limited.

If you believe that someone else has reported a repair on your behalf please alert us and your property manager immediately.

Can You Limit My Access To The Service?
Bassets Property Services Limited may stop using this maintenance system.

If we believe that you are abusing the Service or breaching these Terms then we or they may stop you from using or accessing the Service with or without giving you prior notice.

For the period during which you have access to the Service you have a limited non-exclusive licence to do so and you do not have any other right or interest in the Service or in the software that comprises the Service.

If you misuse the Service and/or breach these Terms then you indemnify us for any and all claims, costs, liabilities and damages arising from such misuse and/or breach.

When Might The Terms Change?
Our Terms may change from time to time. Each time that you submit a new repair request you will be able to view our Terms that apply at that time and make an informed decision about accepting those amended terms.

On What Basis Do You Process My Personal Data?
We will process your data in accordance with our privacy notice which can be found at https://www.bassets.co.uk/privacy-policy/

What Happens If You Sell Your Business?
If we sell our business then the photos and information your submit may be part of the business assets that we transfer. If this happens then they will still be subject to these Terms.

Who Owns The Intellectual Property In The Service?
Bassets Property Services Limited own all intellectual property in the Service and unless one of our directors gives you permission in writing (writing in this context does not include email) you agree not to copy, decompile, modify, create derivative works, reverse engineer or extract source code of or from the software used in providing the Service.

What Might Change With The Service?
We try to continuously improve the Service and this means that the Service may change from time to time. While we welcome comments and suggestions for improvement we are not required to act on them. You should also note that any comments and/or suggestions that you make automatically become our intellectual property and you are not entitled to any payment, compensation or reimbursement from us in respect of any comments and/or suggestions.

What If There Is A Problem With The Service?
While we work hard to ensure that the Service works, is accurate and is available at all times sometimes errors happen. To the extent permitted by law we are not responsible for or liable for any costs, losses (direct or indirect) and/or damages that you suffer as a result of any inaccuracies in the Service and/or the Service not working and/or being unavailable for any period of time.

Which Laws Govern These Terms?
These Terms are governed by the laws of England and Wales and by agreeing to them you agree to submit to the exclusive jurisdiction of the Courts of England and Wales in relation to any claim, dispute or matter arising from them.

If any part of these Terms are found to be invalid, illegal or unenforceable then that part will apply with the minimum modification necessary to make it legal valid and enforceable.

If that modification extends to the requirement to delete that part of the Terms then that part shall be deemed to be deleted and the remainder of the Terms will not be affected.

Is Your Liability Limited?
To the extent permitted by law our liability to you is limited to the greater of: (i) the amount you paid to us to use the Service; and (ii) ?1 (one pound sterling).

Some property management companies have linked the Service to services provided by third parties and we are not responsible for the functioning and/or availability of those third party services.

What If I Am Under 18?
The Service is not suitable for use by minors. If you are under the age of 18 please make sure that you are complying with all applicable laws before submitting any personal information to us.

Contacting us:
If you wish to contact us whether in relation to a suggestion or comment, an intellectual property infringement or just to say hi please email the team lettings@bassets.co.uk

If for any reason you cannot contact us by email, details of our registered office from time to time will be available on our website (www.bassets.co.uk) so that you may contact us by post. Details https://www.bassets.co.uk/lettings-office/

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