Tenant Handbook
Contents
1. You can buy a replacement filter from most appliance shops or online You will need to make a note of the make and model number of the appliance to ensure you buy the correct filter 17 TURNING OFF ELECTRICITY If you need to turn off all electricity le g because of water penetration use the main ON OFF switch on the electricity consumer unit Fuse box CHECKING YOUR FUSE BOX Check your consumer unit fuse box It will either have fuses or trip switches see diagrams Modern electric circuits are fitted with a circuit breaker fuse system If a fault develops a switch is tripped and the circuit is broken stopping power to the circuit Older units will have fuses as in the diagram below Electricity Consumer Unit fuse box Fuse be Fuses or circuit Main On Off Switch breakers Modern fuse box with trip switches 0 Trip switch Trip switch replaces fuses in modern fuse boxes 20 When a switch is tripped Open the cover on the consumer unit to expose the trip switches Check which switches have tripped to the OFF position and put them back to the ON position For more detail refer to any user manual supplied Plugs Overloaded circuits are common causes of a trip or blown fuse Therefore do not overload plug sockets by using multiple plug adaptors 21 CONTROLLING YOUR CENTRAL HEATING During2. Tenant Handbook Helpful tips advice for emergencies and useful contacts FARLEYS TABLE OF CONTENTS Helptul pS viii 4 Looking after your home s ssseseeseiseeiseserererererererere 5 COMAS Na 6 Leaking burst or frozen pipes Washing Machines reset 8 Clearing blockages 2 ene 3 EET OAE EEE AA TN 4 EE 6 Blecding a Raton 8 Kitchen Extractor Flters AE 9 Fuse Boliviana iia 20 Central Heatimng 22 Oil Tank anne 24 IS Ee EI e E 26 Replacing Halogen light bulbs 28 PestContO linia 30 Troubleshooting eenneeneenennen 31 EMPIECES intra as 32 Branch Contact details cinc 36 HELPFUL TIPS Please note that demonstrations of most of these tips are available through internet search engines LOOKING AFTER YOUR HOME You are responsible for keeping your home in good condition To help you do this it is best to carry out small tasks and checks to prevent future problems 5 Wipe down on a regular basis all windows affected by condensation and if any mould has formed clean it off using a wash of diluted bleach or an appropriate product from a supermarket or DIY shop See Condensation e Lime scale can be removed from baths sinks shower heads and taps with a de scaler available from all DIY shops and supermarkets Blockages in kitchen sink waste pipes can be prevented by flushing through a drain clearing product also available from s
3. during office hours 12 OVERFLOWS To stop an overflow If the toilet cistern is overflowing try lifting the float to close the ball valve If this stops the overflow try to tie it up using a piece of wood and some string as in the diagram below Float Cistern showing float tied up 13 SANIFLO TOILETS Some toilets are fitted with a Saniflo Macerator Pump which breaks up material and pumps water into the drains of the property They are used when a toilet s position is too far from the drain pipe work for it to be plumbed in normally If you have a Saniflo toilet you should be able to see a box where the pump is located and you will hear the pump working when you flush the toilet This sound is completely normal though if you notice it increasing in volume or the sound changes you should contact your property manager as there may be a fault with the pump Saniflo Device Everyday Use The important thing to note with Saniflo toilets is that you cannot put anything other than small amounts of toilet paper down them Any items other than toilet paper can break the macerator It is expensive to replace Saniflo pumps and if they break down due to misuse you will be charged for repair or replacement 14 Cleaning You can use normal toilet cleaning products in your Saniflo toilet though you should never use drain unblocking products as this will damage the rubber components within the unit To de sca
4. freezing spells keep the heating on all the time to prevent the pipes from freezing If you are out you can turn the thermostat down to around 10 How to control the temperature The thermostat maintains the temperature in your property To set it turn the dial so that the arrow or marker is against the temperature setting you want A comfortable temperature is between 18 C and 22 C You should also note that on many systems the individual radiators can be controlled via the turn knobs on the side valves see below Im 7 J Kd Thermostatic Radiator Valve Thermostat How to set a digital timer Check the clock is showing the correct time If not put the timer switch to clock and adjust the time using the forward and reverse buttons Reset the timer switch to auto Set the heating and hot water switches to come on once twice or stay on all the time as you require How to set a clock timer Turn the clock until it is showing the correct time Decide when you want the heating to come on and go off and set the pins or arrows for those times see below for how to change pins and arrows Set the timer switch to timer or auto as appropriate to the unit During freezing spells keep the heating on all the time and turn the thermostat down during the night and if you are out all day 22 Changing arrows on time clock Slide the on arrows usually red around t
5. use these to stop their water supply TS Gate valve Stopcock stop valve If electric fittings get wet Do not touch Turn off electricity at the consumer unit See Turning off electricity WASHING MACHINE To keep your washing machine in good running order you should carry out a maintenance wash once a month to dissolve any mould or soap scum build up in the machine see Maintenance Washes You should ensure that the door to the machine is wiped down after washes and left open when not in use to allow the machine to dry out between uses This will help prevent the formation of black mould which tends to form when low temperature non bleach liquid detergents are used when moisture is left around the seal and glass and when there is reduced oxygen with the door shut Please also see Removing Mould The tray should be removed from the detergent drawer according to the manufacturer s instructions and cleaned on a regular basis to prevent build up of fabric softener and detergent Warm water should also be poured into the drawer to dissolve any build up of powder Be sure not to overload the machine as this prevents the clothes from properly circulating in the wash If the machine starts to move more than usual it is likely to be because large bulky items such as towels become heavy when wet which then causes the machine to become unbalanced Many common problems such as the machine n
6. 2 you will need to order more oil Please check the tank on a regular basis for leaks and spills around the tank Notify the landlord or agent immediately if you do notice any spills or discharge from the tank Please do not let the tank run dry The system will then need to be bled to avoid air locks and this will cost you money 24 HS OIL WATCHMAN Starting oil watchman the sensor start up procedure is as follows e Connect the receiver to a standard 230V receptacle as close as possible to the tank It is best to select a single receptacle into which the receiver could be plugged permanently Avoid placing the receiver near electrical appliances such as microwave ovens refrigerators or washing machines because it can negatively affect its capacity to receive radio signals The receiver s antenna should be oriented as vertically as possible ensure that it does not touch any other object The display will show the sensor s serial number followed by r or L which means that the receiver is waiting for the signal from the transmitter Carefully screw in the battery after two minutes a copper tube with a threaded joint into the transmitter in the tank After several minutes the receiver will display the current level of oil in the tank e Battery life depends on the distance between the tank and the receptacle to which the Oil Watchman receiver is connected and the type of materials through which
7. LOSS OF ELECTRICITY If neighbours are also affected call your electricity company check your electricity bill for the number Check your fuse box to see if a switch has tripped or a fuse blown See helpful tips If none of the above apply and the problem persists call your property Manager If our office is closed use the emergency number 33 THE PROPERTY OFFICE IS CLOSED SHOULD YOU CALL AN EMERGENCY CONTRACTOR Please ensure you have checked the items listed in What to do in an emergency An emergency is something that could not have been foreseen and which could cause serious damage to the property If a contractor is called out as an emergency when an emergency repair is not justified then you are liable to be charged for all costs concerned Emergency contractors will attend to make the property safe to enable full and proper repairs to be undertaken during normal working hours Emergencies would include Severe leaks Loss of electrical power or light Blockage of your only toilet Please note if you have caused the blockage you will be liable for the bill Loss of heating or hot water where there is no other form of heating available A heating engineer will attend if you are elderly or have children Adults with no children will wait until the next working day Broken windows or doors following a break in A handy man will temporarily board up the window make the property safe and will re atten
8. a radiator My central heating isn t working properly Have you checked that the thermostat isn t set too low and that the timer is set correctly on the boiler See Controlling central heating 31 EMERGENCIES The following are suggestions of what to do in case of an emergency situation FIRE In case of fire dial 999 Get everyone out and do not go back for any reason Close all doors and windows Warn your neighbours if any of them might be in danger If you live in a block of flats set off the communal fire alarm SMELL OF GAS Open the doors and windows to get rid of the gas Check to see if the gas has been left on unlit or the pilot light has gone out If so turn the appliance off and do not try to relight it until all smell of gas has been cleared from the property If the leak cannot be stopped by turning off an appliance or you are uncertain whether it has been stopped turn the main gas supply off at the meter see helpful tips and phone the gas emergency service immediately National Grid 0800 111 999 Do not turn any electrical switches on or off Do not use door bell Do not smoke Do not use matches or naked flames 32 6 6 BURSTING OR LEAKING PIPE Turn the water off at the mains See the helpful tips If electrics are affected turn off the electricity at the consumer unit See helpful tips Call your property manager If our office is closed use the emergency number
9. d during working hours to replace glass doors You must also report any damage to the police and obtain a crime reference number 34 notes EMERGENCY CONTACTS OUTSIDE OFFICE HOURS Please check first to find out if there is a problem with mains supply by calling If contractors are called out unnecessarily you will be liable for any expense incurred Thames Water 0845 9200800 Gas 0845 6073735 Electricity 0800 0962270 Locks London Locksmiths 07771 707887 Alarms amp Electrics Lockesleys 020 7720 6621 Plumbing amp Heating D amp M Plumbing 0845 2570845 If Farleys manage your property please call Sarah Doyle 020 7225 9874 sarah doyleldfarleysres com Anna Aytyan 020 7225 9873 anna aytyanldfarleysres com Justine Waterman 020 7225 9871 justine waterman dfarleysres com Otherwise please call the Management Company on the number you would have been given on your Welcome Letter at the start of your tenancy or your Landlord SLOIVLNOD FARLEYS
10. draining out you can check whether or not it is a light grey colour which indicates a healthy tank If it includes solids smells bad or has a fluffy grey fungus then the tank needs attention SEPTIC TANK DOS AND DON TS Things you do inside and outside the house can help or hinder your tank Do s Use mild detergents toilet fresheners washing powders etc in moderate amounts which won t upset the bacterial balance of the tank S Try using less detergent than at present in your washing machine dishwasher etc you might surprise yourself by finding that half a measure half a tablet works just as well as a full one particularly in the soft water around here 5 Use disinfectants if necessary but use as little as possible Don ts Flush ANYTHING other than human waste toilet paper and water down the toilet Anything else should be bagged and binned G Dispose of grease or cooking oil down the kitchen sink pour them into containers and dispose of them in a bin 5 Put paint brush cleaning liquids garden chemicals or other harsh chemicals down the drain Connect rainwater drainage pipes e g roof guttering down spouts to drains leading into your septic tank 17 3 BLEEDING A RADIATOR When to do it If the top part of a radiator is cold while the bottom is warm this is because air is trapped in the system which should be filled with water Bleeding the radiator releases this air and allows hot wat
11. e water can drain very quickly Slowly open the filter and drain the water into the bowl When the bowl is full tighten the filter empty the bowl and start again until no more water drains from the machine You are then free to remove the filter and check for foreign objects Please note that some machines particularly older ones don t have accessible pump filters or have filters that are accessed in a different way You should always refer to the appliance handbook and when carrying out maintenance and if you can t find an access panel or you are unable to carry out the instructions call your property manager who will arrange for an engineer to attend 11 CLEARING BLOCKAGES Most blockages are caused by a build up of foreign objects such as food grease or hair You should make every effort to avoid these going down the sink and hair traps can be bought from most home stores very cheaply You should also use a drain clearing product every so often to clear the drains These are available from DIY shops or supermarkets If a blockage is caused by your misuse in this way you are likely to be held liable for the full cost of clearing the blockage Therefore you should try to clear any blockages yourself before calling your property manager If more than one fitting is blocked The problem may be in the soil stack or main drain This will need to be cleared by one of our contractors Call your property manager
12. er to fill the whole system Before bleeding If the whole radiator is cold check that the radiator valve is turned up see diagram below If more than one radiator is cold the whole heating system may need to be checked by a heating engineer Call your property manager during working hours Turn off the heating system before bleeding otherwise the pump might draw more air into the system You will need a special radiator key available from most DIY and hardware shops You will also need a rag or cloth and a bucket or bowl How to bleed The bleed valve is the small square nut at the top end of the radiator Place the key over the valve and hold the cloth around it to catch any water Gently turn the key anti clockwise until you hear a hiss this is the air being released When water starts to come through turn the key back clockwise to shut the valve off DO NOT unscrew the valve completely as the plug will come out Radiator valve Bleeding a radiator 18 KITCHEN EXTRACTOR FILTERS The filters on kitchen extractor hoods should be replaced regularly to ensure that they continue to work You will see the discolouration when the filter needs to be replaced but as a guide this should be done about once in 12 months If you don t change the filter grease will build up around the cooker REPLACING YOUR FILTER Remove the cover These usually have catches which can be pushed down or small screws which can easily be removed
13. he clock to the times when you want the heating to come on Slide the off arrows usually blue around to the times when you want the heating to go off Turn the clock until it is showing the correct time Decide when you want the heating to come on and go off and set the pins or arrows for those times see below for how to change pins and arrows Set the timer switch to timer or auto as appropriate to the unit Timer 23 LS OIL TANKS These can be made of steel or plastic and may be single skinned or double skinned Newer tanks may be bunded to prevent oil spillage Points to consider as tenant Find out where the tank is located and how to read the oil gauge and where to top up the oil You will also need to know where the isolation valve is located if you have to shut off the supply On some tanks there may be a site gauge a clear plastic pipe on the outside of the tank where you can see the oil level Please note that these need to be operated by opening up a small valve at the bottom of the pipe which sets the correct level in the gauge before it can be read You will need to order more oil at around 25 of the tank Do not leave the valve open when taking a reading Other tanks have an electronic monitoring device known as a watchman which operates an electronic gauge located usually near the boiler or in the kitchen These gauges give a digital reading At the lower reading levels 1 or
14. i pin halogen bulb Tur off light as above Grip the bottom of the bulb and pull directly down Do not twist Fit the new bulb by aligning the pins with the slots and pushing in Changing a double ended halogen bulb Turn off the light as above Hold the bulb in the middle and push it towards one of the end connections This will release the other end enabling you to remove it Fit the new bulb by pushing it firmly against one end of the socket until the other end will easily slip into it s connection Double ended halogen bulb 29 PEST CONTROL It is your responsibility to carry out pest control Traps and bait can be bought from some supermarkets or DIY stores Alternatively we can provide you with aname of a professional pest control company who you may wish to instruct If necessary in some cases the landlord will carry out proofing of the property i e blocking as many obvious holes which may be considered a point of entry for rodents as possible MICE Mice are one of the most common types of pest in London and it can be very difficult to exclude them from properties particularly conversion flats and terraced houses as there are so many points of entry It is generally said that a mouse can enter through a hole about the diameter of a biro pen about 6mm To lessen the likelihood of mice in your property you should ensure that Food is stored in sealed containers and put a
15. ir so when warm air cools it releases the moisture This will happen when it touches a cool surface such as outside walls mirrors windows wall tiles or even clothes This is why condensation is usually worse in cold weather If condensation cannot dry out it will cause mould to form on walls in cupboards and on window sills and mildew to form on clothes and upholstery There are four things you can do to stop condensation forming Produce less moisture Cover pans and turn down the heat when boiling switch off boiling kettles and dry clothes outside or in a well ventilated room e Ventilate to let moisture out Open a bathroom or kitchen window to let steam escape or use an extractor fan and open windows for a while each day to change the air in your property Keep your home warm Keep a low background heat this need not result in significantly increased heating costs e Wipe down anywhere moisture settles LEAKING BURST OR FROZEN PIPES Please contact property management and take the following precautions When pipes leak Place a dish or bowl underneath the leak Pull back any carpets and lay down newspapers or towels to absorb any dampness When pipes burst Turm off the water at the main stopcock and switch off any water heaters Open all taps to drain water from the system Can it be isolated Some appliances may have their own isolation valve either a gate valve or a service valve You can
16. le a Saniflo toilet you must purchase the branded de scaling product from a Saniflo supplier these can be sourced from an internet search engine For both de scaling and general cleaning you should follow this procedure Turn off the pump unit Powr a strong dose of de scalant bleach or toilet cleaner into the WC pan Flush the WC Leave to stand for 30 minutes Switch power back on to pump unit and flush WC 15 SEPTIC TANK This leaflet has been designed to give you more information on how septic tanks work and how to maintain them Everyday Use Wastewater flows from your house into the septic tank where settling occurs The heavier solids e g organic waste sink to the bottom of the tank and are gradually digested by bacteria in the absence of air to form a sludge layer Liquid above the sludge layer drains away from the tank into a soakaway or stream Over time the sludge layer becomes thicker and eventually has to be removed by being pumped out Tank Lid Inlet Pipe Outlet Pipe Sludge 16 How should maintain my tank Because you can t see it its easy to forget about having a tank but regular maintenance is important to keep it working well The number of people living in the house and how much water you use will affect how often the tank needs to be pumped out emptied but in general most tanks need to be emptied every 2 years or so If you can see where the liquid from the tank is
17. lems such as the machine not draining properly or stopping part way through a cycle are caused by foreign objects finding their way into the pump area This sometimes happens with small socks or colour catchers but you should ensure that collar stiffeners and other small loose objects are removed from clothes before washing Please note that ifan object of this sort damages the machine you would be responsible for the cost of fixing replacing the machine If your machine is not full of water follow the directions below Check that you have an access panel to the pump filter This is usually at the bottom front of the machine Open the panel be careful as they are often flimsy Make sure you have a towel to hand in case there is water in the filter If your machine is not full of water unscrew the filter anticlockwise and you should be able to remove the filter Ifthereis a foreign object in the filter remove it and replace the filter taking care to close it completely to prevent leaks 10 If your machine is full of water follow the directions below Locate amp open the access panel as above Some machines have a drain tube next to the pump filter which can be pulled out and used to slowly drain the water from the machine into a sink or bucket If your machine does not have a drain tube place a bowl in front of the machine under the pump filter Make sure you have plenty of towels on the floor as th
18. ot draining properly or not completing cycles are caused by foreign objects blocking the pump This can be easily rectified See Checking the pump filter pg 10 Maintenance washes These should be carried out once a month to keep your machine in clean working order They should also be carried out if you find that mould is forming in your machine or the machine starts to smell damp Do not put any clothes in the machine Fill the soap dispenser with soda crystals not normal detergent Soda Crystals can be purchased very cheaply from most supermarkets and are a very useful cleaning product and water softener If you are running a maintenance wash because of mould build up then a small amount can be put directly in the drum also Ser your machine to its hottest wash and allow it to complete the empty cycle Removing Mould Black mould can form on the door seal particularly if you don t allow the machine to dry out between washes or you don t carry out maintenance washes Use rubber gloves and something to protect your eyes Use thick bleach and an old toothbrush to clean around the door seal Dont forget that most seals have a complex shape and you will need to part the inner and outer parts to get to the large grooves where mould can form and foreign objects can lodge Follow with a maintenance wash see Maintenance Washes above WASHING MACHINE CONTINUED Checking the pump filter Many prob
19. splayed oil level is flashing The battery is flat replace it TE The tank is full If the letter F is displayed and the tank is actually not full it means that there is liquid in the upper section of the probe Dismantle the transmitter remove and thoroughly clean the probe Capital C This symbol suggests lack of connection between the transmitter and the probe Check the connection between the transmitter and the probe if it is correct you will need to replace the probe 27 REPLACING HALOGEN LIGHT BULBS It is your responsibility to change the bulbs in your property Normal and halogen bulbs can be purchased from most hardware shops Halogen bulbs usually come in two types GU10 and G9 or bi pin Both have two pins but the GU10 screws into place and the bi pin pushes into the base Changing a standard GU10 halogen bulb Turn off the light at the switch To be safe switching off the lights circuit on your fuse box is the safe option Give the bulb time to cool e Place your fingers lightly but firmly around the bulb It is a good idea to use a cloth glove or other soft cloth to avoid getting body oil on the glass surface Turn the bulb in an anti clockwise direction to unscrew the bulb Put a new bulb in and screw in a clockwise direction until it is securely fixed in place x E GU10 halogen light bulb G9 bi pin halogen light bulb 28 Changing a 69 b
20. the radio signals have to penetrate 26 WATCHMAN S DISPLAY DESCRIPT y The receiver is waiting for the signal from the transmitter in the tank FLASHING RED LED Along with 0 and 1 displayed Low oil level FLASHING RED LED Plus every 5s the letter If the LED flashes along with the e the receiver has not received a signal from the transmitter on the tank since the last time it was switched on If there was a power cut or another electrical appliance was used nearby radio hairdryer blender this could cause such a read out The receiver will display oil level after the next update of data from the transmitter If such behaviour of the receiver persists follow the steps below to reset the system 1 Unplug the receiver from the receptacle 2 Unscrew the battery from the transmitter in the tank 3 Plug the receiver to a 230V receptacle 4 Wait 2 minutes Carefully screw the battery into the transmitter If the status remains unchanged call service BAT LOW This information is displayed instead of the level read out It shows that there has been a drop in the voltage of the battery in the transmitter The battery s voltage will drop in low temperatures The voltage will rise along with the temperature and the information will disappear OIL WATCHMAN will continue to operate normally in low voltage conditions for several weeks without the need to change the battery The di
21. upermarkets amp DIY shops S Outside gullies should be kept clear of leaves and other debris so that water drains away easily This is a tenant s responsibility and if blocked gullies cause leaks or damage to the property you will be liable for costs It is your responsibility to replace light bulbs during your tenancy See Changing Halogen Light Bulbs SAIDNA9YAWSA Make sure you know where the main water stopcock is and how to turn it off It is usually where the main water pipe enters the property or by the kitchen sink 7 Be sure you know how to turn off electricity and gas supply in an emergency See turning of electricity or ask a contractor when they next visit you Carry out regular Maintenance Washes with Soda Crystals to keep your washing machine clean and in good running order See Maintenance Washes If you have a kitchen waste disposal unit make sure you run water down it regularly to keep it from seizing up s Defrost your freezer compartment regularly Excessive ice build up will prevent your freezer from working properly and may break the door flap SIIVLNOI CONDENSATION Condensation occurs when there is an excessive build up of moisture in the air There is always moisture in the air but people create additional moisture in their homes by Cooking or boiling water Taking baths or showers Drying clothes indoors Warm air holds more moisture than cold a
22. way in cupboards on shelves Food crumbs are cleaned away immediately Waste is kept in closed bins and removed from the property regularly for local authority waste collection services to remove 30 TROUBLESHOOTING My electric oven has stopped working You may have accidentally re set the timer Check and re set your clock If there is no power at all check your fuse box to be sure that the circuit hasn t been broken See Checking your fuse box My fridge isn t draining and my food is getting wet Your drainage valve is probably blocked Take a straw or cotton bud and try to clear out the drainage hole located at the back inside the fridge My washing machine is not draining or has stopped mid cycle Your pump filter is probably blocked Drain the machine and check the filter for foreign objects See Washing Machines for how to guide My sink is draining slowly not draining at all This is likely to be caused by a build up of food and limescale Buy a sink drain unblocking liquid to remove the blockage See Clearing Blockages My Dishwasher isn t washing my crockery properly Wou may need to replace your rinse aid or dishwasher salt Both can be bought from supermarkets and are easily topped up Check your appliance manual for further info My radiators aren t hot all the way up There is too much air in the system You need to bleed your radiators See Bleeding
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