Additional Information & Advice

1. Report the issue via your Arthur account with full details — include when the heating stopped working, which rooms are affected, and any error codes displayed on the boiler

2. Check the basics first: is the thermostat set correctly? Has the timer been accidentally changed? Is the boiler pressure at the correct level (usually between 1 and 1.5 bar)?

3. Try resetting the boiler using the reset button (consult the boiler manual if unsure)

4. If the issue persists, we will arrange for an engineer to attend

Night-time failures: If your heating fails at night, it is unlikely that an engineer will be able to attend until daylight hours. This is for safety reasons and because parts may be needed that are not available out of hours. Please use alternative heating methods safely (e.g. extra blankets) and avoid using ovens or gas hobs as room heaters.

If you discover a leak that cannot be stopped or that will cause damage if allowed to continue, take the following steps immediately:

1. Turn off the water: at the stopcock. This is usually located under the kitchen sink, in a cupboard near the front door, or in the airing cupboard. Turn it clockwise to shut off

2. Contain the water: Place a bucket, bowl, or suitable container under the leak. Use towels to soak up standing water and prevent further damage to floors and ceilings

3. Locate the source of the leak if it is visible and safe to do so — note whether it is coming from a pipe, fitting, appliance, or through the ceiling

4. If the leak is severe or causing structural damage, call our office immediately or use the emergency out-of-hours number

5. For minor leaks that have been contained, report via your Arthur account with photographs

Know your stopcock location. We strongly recommend locating and testing your stopcock when you first move in. In an emergency, knowing where it is can prevent significant water damage.

1. Check if it's a power cut: Look outside, are neighbouring properties also affected? If so, this is likely an area-wide outage, not a fault at your property

2. Contact your electricity supplier or the National Grid: (105) to report an area power cut or check for known outages in your area

3. Check your consumer unit (fuse box): If a circuit breaker has tripped, switch it off and then back on. If it trips again immediately, there may be a fault with an appliance, unplug everything on that circuit and try again

4. If the issue is isolated to your property and you cannot resolve it, report it via your Arthur account

Please note: The landlord is not responsible for area-wide power cuts or for supply disconnections due to non-payment of bills. Please check with your energy provider before reporting an electrical issue through Arthur. Call-outs are normally conducted during daylight hours or when it is safe to do so.

1. Get everyone out If it is safe to do so, leave the building immediately. Do not stop to collect belongings

2. Call 999 and ask for the Fire Service

3. Close doors behind you as you leave — this slows the spread of fire and smoke

4. Do not re-enter the building until the Fire Service confirms it is safe to do so

5. If you live in a flat with communal areas, follow the building's fire safety procedures (e.g. stay-put or simultaneous evacuation)

6. Once you are safe, contact TAJ Real Estate via the emergency out-of-hours number

Prevention: Test your smoke alarms monthly. Never leave cooking unattended. Do not overload electrical sockets. Keep escape routes clear at all times. If you live in a flat, familiarise yourself with the communal fire safety plan.

If you notice structural damage, a risk of collapse, or anything that looks like it may fall (such as a wall, ceiling, chimney stack, or external masonry):

1. Get to safety immediately. Move away from the affected area

2. Ensure all household members are safe and accounted for

3. If there is an immediate danger to life, call 999

4. Do not re-enter any area that appears structurally compromised

5. Contact TAJ Real estate via email and/or our office number as soon as it is safe to do so

1. Open all windows and doors to ventilate the property

2. Extinguish all naked flames, including cigarettes, candles, and gas hobs

3. Do not operate electrical switches, do not turn lights or appliances on or off

4. Leave the property and move to a safe distance

5. Call 0800 111 999 (National Gas Emergency Service) from outside — free, 24/7

6. Once safe, notify RSPG Property Group via email and/or phone

Carbon monoxide is invisible and odourless. Symptoms include headaches, dizziness, nausea, and confusion. If your CO alarm sounds or you suspect exposure, evacuate immediately, call 0800 111 999, and seek medical attention.