Gas central heating and hot water systems
If your home has gas heating and you need to rearrange a servicing appointment or report a breakdown, please contact TSG Building Services plc on 0800 111 4044.
TSG deal with gas boiler repairs including thermostats and radiator repairs and replacements, annual gas servicing and inspections.
Inspecting gas appliances
By law, we must inspect all gas appliances in the homes we own once a year.
TSG carries out all repairs, servicing and inspections on the gas appliances we own, such as boilers. We still have a duty of care to inspect the safety operation of any gas appliances which the tenants own; however, we do not service or maintain them.
Appointments
TSG will contact you to inform you when they are going to attend. If the appointment is inconvenient, please call TSG on 0800 111 4044 to rearrange the appointment.
If you miss your first appointment, TSG will leave a second letter with a new appointment date and time, if that is inconvenient, please contact them to rearrange it.
If you fail to keep the second appointment, you will then be left with a third letter asking to contact TSG with a convenient appointment date and time before the compliance due date.
If you fail to book a third appointment before the compliance due (anniversary) date, then we will arrange a gain entry appointment to your property to complete the mandatory service. You will be recharged to recover the costs. The recharge can be up to £100, depending if you're present on the gain entry appointment. If you're present, then the recharge will be reduced to £50.
This will be stated in all servicing letters you receive.
When the gas engineers visit, please:
- refrain from smoking in the same room as the gas engineer
- keep all pets secured safely
- ensure clear access to the boiler, gas appliances and gas meter
Carbon monoxide detectors
We will install a Carbon Monoxide detector during the gas servicing appointments as part of our responsibility. Whilst many of our tenants already have a detector fitted, some homes do not.
If we have not had the opportunity to fit one yet, please do get in contact and we will arrange one to be installed.
We will also inspect your smoke detectors within the property during the servicing appointment to ensure it is not faulty and is within date.
Quality control checks
To make sure that we are providing the best possible service, we carry out quality-control checks on approximately 5% of the gas services carried out by our contractors.
It is possible that you may receive another visit from one of our third-party quality inspectors, Morgan Lambert, after the service.
The inspector will recheck the gas appliance, conduct a short customer survey and make notes of any comments you may make regarding the service done by the contractor.
Satisfaction survey
You will receive a customer satisfaction survey following your servicing appointment.
This will either be done via the Engineers PDA after conducting the service, but you may also receive a text with a link to complete the survey online.
Please fill in and return the form as your comments provide useful feedback on the standard and quality of our service.
Some rules
For your safety, always follow these rules:
- Do not block ventilation in a room that has a gas boiler with an open flue
- Do not fit a ceiling fan or extractor fan in a room that has a gas boiler or gas fire which has an open flue
- Carbon monoxide detectors fitted in your home must not be removed, painted or altered/tampered with in any way
- Do not install surrounds to any gas appliances unless you have our permission via a Tenants Alteration form and approval
- Do not paint or alter casings to any gas appliance in any way
- Boiler flues that go through an outside wall must not be covered or altered in any way. This includes building any extension such as a conservatory which would enclose a boiler flue
Your own gas appliances
If you have had your own gas appliance fitted in your home, we will carry out a general safety inspection only but not a service.
It is your responsibility to have it serviced every year by a Gas Safe-registered engineer.
You cannot see, smell or taste carbon monoxide, so it is important to ask your Gas Safe-registered engineer or your landlord for a gas safety certificate.
You must have this by law to show that your gas appliances have been serviced and is safe.
Please let us into your home when we ask
Last year we serviced all the gas appliances we own.
To achieve this, we had to gain access to every property, and to avoid incurring unnecessary cost that you may be liable for please ensure you keep your appointment, if ever inconvenient please contact the contractor to rebook a convenient time for this appointment.
We will always communicate clearly our processes and when charges will be applied.
