3 February 2012
Update to our services, advice and information.
If your heating or hot water is not working, please wrap up warm and contact us. We will attend as soon as we can. We are prioritising the most vulnerable residents.
If you are going away over the cold spell please remember to leave your heating on, or timed to come on at a low setting of 12 degrees. This will help to avoid the pipes freezing. Also turn your water off at the stopcock.
If you do experience flooding, please call our emergency out of hours telephone number 0800 1691122 and we will try to assist. If you have insurance please call them. If you need to vacate the property temporarily, please ask friends and relatives if they can help you in the first instance. If this is not possible you may need to seek emergency accommodation via Sevenoaks District Council.
Uncontrolled water leaks:If you have a leak that you are unable to contain (and it is getting worse) or a burst pipe or split water tank in your loft, then please call us and we will try to attend. To reduce damage, we suggest you do the following:
- If a pipe has burst the best course of action is to turn off the stopcock. If this is not possible wrap a towel tightly around the burst and let one end of the towel hang into a bucket. This should wick the water into a bucket. The bucket will need emptying regularly.
- If the pipe is frozen it will need to be thawed gradually. To do this turn the heating up a little and open all internal doors. Open the loft hatch if the affected pipes are in the loft.
No heating or hot water?
If your heating or hot water have completely broken down we will attend to carry out a repair or deliver some temporary heaters until the fault can be repaired. If you have one radiator not working this is not deemed an emergency and we will attend during normal working hours.Please be aware that we are dealing with calls as quickly as possible, and prioritising our most vulnerable tenants.We may advise you to find an alternative place to stay temporarily, either with friends or family, depending on the extent of the problem. Our mobile workforce will always try to attend calls but due to road and driving conditions it is not always possible. We appreciate your patience and understanding during this time.Call us on 0800 1691122.
Other information: Listen to your local radio station for up to date information and advice.
Visit www.kent.gov for information on how to keep warm.
Home Contents Insurance:
One of the things you can do to protect yourself from the financial effects of loss or damage to belongings in adverse weather conditions is to make sure you have home contents insurance. 'My Home Contents Insurance Scheme' is a low cost insurance package designed specifically for housing association tenants. Click here to visit the website or call 0845 3372463.
Homelessness:
If you are homeless or threatened with homelessness you should contact Sevenoaks District Council offices on 01732 227000 and ask to speak to the Duty Homelessness Officer for advice and assistance.
Checking on vulnerable neighbours:
We would ask that everyone takes time to check on vulnerable residents and neighbours, in particular those who may be cut off in rural areas.
- check on them regularly to make sure they’re safe and well
- make sure they're warm enough, especially at night
- stock up on food and medicines
If there is an emergency, always dial 999. However, if it isn’t an emergency you may want to contact your GP, a local pharmacy or NHS Direct. For NHS Direct call 0845 4647. If you are concerned about a neighbour please call us on 01732 749400 or dial 999 if you think it is an emergency.
Prepayment gas meters:
Top up your gas and electric pre payment meters sooner rather then later and ensure that there is ample credit on these meters as you may be using more fuel than usual. If you have a prepayment meter check your credit and meter status regularly to check if it says ‘on’ or ‘off’ or ‘call for help’. If there is a problem with your meter then you must contact your supplier as we cannot do anything about this. If we attend a repair appointment that is the result of a faulty meter we may charge you.
NEW! Download the useful guide to staying warm and safe this winter. See related documents.