If the discolouration is as shown in this picture then the problem could be mildew.

If the discolouration is mildew then you may want to remove the mildew with an appropriate product.

If this is not sucessfull please indicatate that you have attempted to clean in the additional notes area to follow.

If your appliance is not turning on or there is no lights turning at all please check that it is switched on. 

This is normally located on a switch above the worktop in the kitchen or utility. 

If your washing machine does not drain this may be simply something blocking the drain pump. Please see video for common make of washing machine of how to resolve quickly. 

If this resolved the issue great, there is no need to report. If you continue we are assuming that you have completed this basic check to resolve. 

Please empty and/or replace the bag in your hoover. If still have a lose of suction please check the hose and head for any blockages that may be causing loss of suction. 

If you have completed please continue to report outlinging in additional notes action you have taken. 

Please attempt to use a drain unblocker to clear your sink/basin. 

If it is found that foreign items have caused the blockage. For example food or fats then the cost of clearing may be passed on to yourself. 

Mould 

If the mould is similar to the one shown in this picture then the problem may be due to condensation. Small patches of mould can be wiped off but please report larger patches or problems.

For more information please on this link from the National House Building Council. If you do believe that the source of moisture is from somewhere else please report and less us know in the additional notes. 

Please explain the problem in as much detail as possible and provide details of which room or rooms are affected, when the problem was first noticed and how frequent the problem is.

First check that the loss of power is not because of a general power cut, unpaid bills or failure to pay for connection. If the loss of power is not due to one of those factors then you must report this issue through this system and contact us by telephone.

To check for any reported faults in your area please click on these links:

North Scotland 

Central and Southern Scotland 

If no reported faults please check with your neighbour, or stair lighting to confirm if they have power. If they do have power then then please check your fuseboard for the property to ensure that nothing has been tripped off by a faulty appliance. 

Please check your fuse box or consumer unit (looks like below) to see if circuit breakers require resetting.

If it requires resetting and is not staying in the on position then this indiciates a faulty appliance on this electrical circuit.

In order to identify the appliance you will need to turn off everything that is on this circuit, for example if in kitchen, make sure all large appliances including fridge is turned off. When the power is reset to this circuit and remaining on this indicates that the faulty appliance had been turned off. You can then start turning items back on and when the fuse switch "trips" again when an appliance has been turned on this will indicate the faulty appliance to report. This can remain turned off until repair assessment has been completed if it is a landlord provided item.

If circuit breakers do not require resetting please report this issue through this system and contact us by telephone.

During Office Hours - 0131 510 0051
Out of office hours - 0131 510 2424

Please check your fuse box or consumer unit (looks like below) to see if circuit breakers require resetting.

If it requires resetting and is not staying in the on position then this indiciates a faulty appliance on this electrical circuit.

In order to identify the appliance you will need to turn off everything that is on this circuit, for example if in kitchen, make sure all large appliances including fridge is turned off. When the power is reset to this circuit and remaining on this indicates that the faulty appliance had been turned off. You can then start turning items back on and when the fuse switch "trips" again when an appliance has been turned on this will indicate the faulty appliance to report. This can remain turned off until repair assessment has been completed if it is a landlord provided item. 

If circuit breakers do not require resetting please report this issue through this system and contact us by telephone.

During Office Hours - 0131 510 0051

Out of office hours - 0131 510 2424

Please see below some guidance videos for replacing some commonly fitted light bulbs.

Bathroom dome light 

Spotlights

If safe and convenient to do so please perform the following checks on your boiler before reporting an issue:

• Make sure that the electricity and boiler are turned on
• There is enough credit on the meter
• The thermostat is not turned down
• Re-set the boiler by pressing the reset button. Consult your boiler manual for specific guidance.
• Check the boiler pressure. Please refer to your boiler manual to find out what the correct pressure should be and how to re-pressurise your boiler.

If you still have a problem with your boiler please report:

If the property is not secure for example, due to no locks working on the door/ keys having been lost were it is likely that it they could be identified to the property or a open window on the ground floor -  please report through this system and also call:

During Office Hours: 0131 510 0051

Out of Office Hours: 0131 510 2424

If you have no cold water running from your kitchen tap this is likely to be an issue with the supply. 

Please check with your neighbours to see if they are without water also. 

Additionally you can check the Scottish water website for updates 

http://www.scottishwater.co.uk/contact-us/current-updates

Emergency 

This is classified as an emergency and must be reported through this system and by telephone as soon as possible:

Office hours: 0131 510 0051

Out of Hours: 0131 510 2424

If your digital programmer is non responsive with no power it is likely that this is an issue with the batteries. 

Please refer to the operating instructions and replace the batteries as required. 

If you are still having issues please report.

Please refer to the operating instructions to correctly programme the heating controls. If you are unable to find in the property please google the make and model of the programmer. 

Please explain the problem in as much detail as possible and provide details of which room or rooms are affected, when the problem was first noticed and how frequent the problem is.

If you believe that the alarm is sounding to indicate that carbon monoxide is present, please immediately open the windows and exit the property.

Scottish Gas Networks will attend in an emergency if required. 0800 111 999.

Please also reporton this system and by phone call:

During Office Hours: 0131 510 0051

Out of Office Hours: 0131 510 2424.  

If alarm is going off please conduct thorough search of the property to confirm that it is not a false alarm. If there is a fire please call 999 urgently and vacate the premises.

Thereafter call during Office working hours: 0131 510 0051 

Outside working hours: 0131 510 2424.

If there is no alarm please press and hold the reset button on the alarm head for 30 seconds to reset the system. If alarm is still going off please call office as per numbers above for further help and also report through this system.  

Emergency 

This is classified as an emergency and must be through this system and by telephone as soon as possible.

Office hours: 0131 510 0051
Out of hours: 0131 510 2424

Leak

If the leak cannot be contained and/or it is causing damage to the property (especially if it is penetrating into an electrical fitting) it is classified as an emergency and it must be reported to us through this system and by telephone as soon as possible.

Office hours: 0131 510 0051
Out of hours: 0131 510 2424

If safe and convenient to do so, you should turn the water off immediately using the stopcock. The stopcock is usually turned clockwise to stop the flow of water.

The stopcock in a property can typically be located:

• Underneath the kitchen sink
• In an airing cupboard
• In the basement
• Under the floorboards by the front door

If the leak is coming from the above or adjacent property, you must try to contact those occupants immediately.

Please explain the extent of the leak by reference to: (a) how big a container is needed and how often the container has to be emptied e.g. one cup every hour or one cup every day; and (b) whether the leak is constant or intermittent. Please also provide us with as many details as possible about the item that is leaking.

So that your problem is dealt with as quickly as possible please provide us with as many of the details as possible for the affected appliance. Please include the appliance type, make, model and serial number (if possible). Please also provide an outline of the problem and describe any warning lights or unusual sounds in the additional notes area.

Please state the number and (if possible) the size of those affected and upload photos of it/them. Please also include any other relevant details in the additional notes area.

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