Gas servicing

We have a legal duty to service your gas appliances every 12 months. This is a very important check and it makes sure your gas appliances are working safely and efficiently.

Carbon monoxide is a silent killer – you can’t see it, smell it, or taste it, but it can be produced by a faulty gas appliance. Ensuring your appliances are fully serviced is one way to reduce the risk of being exposed to carbon monoxide.

We have a dedicated team of gas engineers who carry out repairs and servicing.

Gas servicing – what we’ll do

As part of our service programme, we will contact you up to two months before your service is due to expire. We will write to you with an appointment date offering a morning or afternoon visit. You will also receive a text message reminder before the appointment. If this appointment date and time isn’t suitable, please contact us straight away to rearrange.

The service visit should last no more than an hour (if you have one appliance, for example, a boiler). If you have more than one appliance, the service could take a little longer. The engineer will check the gas pipework and gas appliances in your property. Once the checks are complete, you will be issued with your own copy of the Landlord Gas Safety Record.

Sometimes, as a result of the checks, the engineer may need to isolate an appliance for safety reasons. If we are responsible for the appliance, we will aim to repair this issue as quickly as possible. Please always allow the engineer to carry out this work because it is for your safety. If further works are identified, we will contact you to arrange a suitable day and time for the follow-up work to be carried out.

Gas servicing – what we expect from you

We expect you to allow us reasonable access to your property so that we can complete your annual service. Each month almost 30% of gas service appointments are missed because we’re unable to gain access to the properties we need, which costs us approximately £22,000 a year. This is an unnecessary cost for a free service that helps to keep your property safe.

Please remember, it is a condition of your tenancy agreement that you allow us access to complete this important safety check. If you are not at home for the appointments we arrange with you, and you don’t contact us to arrange a more suitable appointment, it could result in expensive legal action being taken against you, and you will be recharged for this work.  

If you are not available for the appointment we’ve offered you, please contact us straight away. We can rebook the appointment for you and try to accommodate your access requests. In some cases, we can arrange an evening or weekend appointment, if this is needed.

You can contact us by telephone on 0300 111 7000, via email at, or by using the form here.

It’s important that you let us know if the date and time of your appointment isn’t suitable for you or if you’re not going to be home that day to give us access to your property. Each month we’re unable to carry out on average 30% of our prearranged appointments because the resident isn’t at home to let us in. This costs us money, which could be spent on our services for customers, and means that another vital check hasn’t been carried out.

What to expect during a gas service

When you contact us to report a heating repair, there will be questions that we will need to ask you. We will ask, "how do you pay for your gas? What type of boiler do you have?" And we may also ask you to check some of the settings on your programmer or time clock before we raise a repair job.

It is important we fully understand what problems you are experiencing. This will help our engineers to be prepared to try to repair the issue on the first visit, and also enable us to prioritise the repair.

We will book an appointment directly with you for an engineer to call.

You can see examples of how we prioritise repairs here.


Never allow anyone, other than a Gas Safe registered engineer, to carry out work on a gas appliance in your property. All of our engineers are Gas Safe registered and will always carry identification with them.

To check whether an engineer is Gas Safe, visit

If you suspect that you have a gas leak, call the gas emergency line on 0800 111 999. Click here to find out more.

To request a user manual for your boiler, get in touch with us. Alternatively, if your boiler is one of the three brands below, click on the relevant link to download user manuals directly from the manufacturer's website:

Keeping customers and staff safe while working in your home

This short video explains how we will keep you, your family, and our staff safe during a gas service appointment.

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