We aim to have an engineer attend within 24-48 hours of a confirmed fault report. Depending on the type of fault, a part may need to be ordered which may mean a full repair cannot be completed on the first visit. We will always try our best to get all works undertaken in a timely fashion. We aim to have all heating faults repaired within 7 working days of the initial fault being reported to us.
In the majority of properties we manage, there should be a resident’s manual which will explain how to use various controls in the flat including heating. In the majority of new build flats, the heating is provided by a Heating Interface Unit (HIU) and this provides heating and hot water on demand. There could also be underfloor heating installed. In older flats, it is most likely your heating will be provided by either a gas boiler, or electric heating. If you are in any doubt about heating or billing, please ask your Host.
In the majority of cases this will be the Owner, and depending on the type of heating system you have installed, this could be the responsibility of the building management to resolve. If a contractor investigation confirms that a particular fault is due to user error, e.g. tampering with the heating system, then you as the Guest may be held liable for the cost.
The majority of new build properties will have a Heat Interface Unit (HIU) which will be serviced annually. There is no requirement for the Owner to provide any safety certificates for such systems as there is no gas directly being burned in the property. If your property contains a conventional gas boiler, there is an annual requirement for the Owner to provide a professional gas safety inspection certificate.
Follow this online guide which is indicative of the way most thermostats function in our rented properties, if you require further assistance, please report the issue via our Guest Help Form.