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Part of the VHL Group, Trusted Since 1992

General FAQs

What should I do if I smell gas?

  • Open all windows and doors immediately
  • Do not use electrical switches or flames
  • Leave the property
  • Call the National Gas Emergency Line on 0800 111 999

    • Then contact your housing provider or log the issue via your portal once it is safe to do so.

    There’s a leak in my kitchen/bathroom – what do I do?

  • Turn off the water at the isolation valve (usually under the sink)
  • Place a container or towel to limit damage
  • Log the repair through your tenant portal and clearly state if the leak is active or intermittent

    • My socket or light isn’t working – should I report it?

  • First, check if other sockets or lights are working
  • Try replacing the bulb or testing the plug in another socket
  • Check your fuse board (consumer unit) for any tripped switches

    • If you’re still unsure, log the fault and we’ll investigate.

    Heating & Gas FAQs

    These are some of the most common issues we support tenants with.

    My boiler is showing an error code – what does it mean?

    Most boilers display a code when something’s wrong.

  • Find the make and model on the boiler
  • Use the manual (usually online) to check the meaning
  • You can also send the code when reporting the repair via your portal

    • Never attempt to open or reset the boiler more than once without instruction.

    There’s a leak in my kitchen/bathroom – what do I do?

    Pressure should typically be between 1.0–1.5 bar when cold.
    If it’s low:
  • Check the front display gauge
  • Some systems allow you to top up using a filling loop
  • If you’re unsure or the pressure drops frequently, report it via the portal

    • My heating is only working on some floors or rooms?

  • Check all TRVs (Thermostatic Radiator Valves) are fully open
  • Bleed radiators using a radiator key to release trapped air
  • If the issue continues, log a job — especially if some radiators remain cold or noisy

    • I hear banging or gurgling sounds from the heating system?

  • Try bleeding the radiator first
  • If the sound continues, it could be a pump issue or water flow restriction — please log it

    • Why is my hot water not working, but heating is fine?

  • Check that your boiler is set to “heating + hot water”
  • Ensure the hot water schedule is active on the controller
  • Make sure your water pressure is within the normal range If there’s no improvement, log the issue for a visit

    • What is a TRV?

    A Thermostatic Radiator Valve (TRV) controls individual radiator temperatures.

  • Turn the dial to adjust the room heat
  • Snowflake = off
  • Numbers 1–5 control warmth

    Make sure it’s turned on fully when testing your heating.

    • Is my boiler safe?

    Every VHL Mechanical engineer is Gas Safe Registered.

  • You’ll receive an annual gas safety visit (CP12)
  • We also install carbon monoxide alarms where required
  • Engineers will show their Gas Safe ID when attending

    If you suspect carbon monoxide or boiler malfunction, report it immediately.

    • Do I need to be home for a heating repair?

    Yes. Unless arranged otherwise, we require access to assess and carry out the work.

  • You’ll receive a scheduled time window
  • Missed appointments may delay your repair
  • Let us know if you need to reschedule via your portal or support line

    If you suspect carbon monoxide or boiler malfunction, report it immediately.

    • How do I know the engineer is genuine?

    All VHL Mechanical engineers:

  • Carry a physical photo ID badge
  • Have digital credentials stored in their mobile wallet, showing their Gas Safe status, qualifications, and registration details

    You can ask to view either before granting access.

    • Get a Free Quote Now

    If you are in need of a professional plumbing, heating, electrical or boiler repair service, then get in touch with our team by phone, email or by filling out our contact form


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