You must immediately evacuate the property - do not stop to gather belongings - and then contact the emergency services to report the fire on 999 and ask for the Fire Brigade and any other required emergency service (e.g. ambulance) to report the fire.

After that, as soon as you are able and it is safe to do so, please call the Extra Mile emergency line on 0131 581 5356

Please note we (agent and landlord) have no obligation to re-home you, you should have suitable insurance for these sort of situations.

 

If you smell gas or think that you may have a gas leak or a carbon monoxide leak: 

Do

Evacuate the property until it has been confirmed as safe by the National Grid Emergency Service.
Call the National Grid Gas Emergency Service immediately on 0800 111 999 (24-hour emergency line).
If using a mobile or cordless phone, leave the property before making the call.
Open windows and doors to let air in, make sure all gas appliances are turned off and turn the gas off at the mains, if possible.

Don't

Do not turn lights on or off or use other electrical switches or appliances as this could trigger an explosion.
Do not smoke, light a match or any other naked flame.
Do not try to investigate or fix the problem.
 

You must also report this matter to Extra Mile by email – you do not need to call as the National Grid Emergency team will deal with the initial emergency but Extra Mile need to know that this happened and will deal with any required follow up. It is not unusual for the boiler, other gas appliances or even the gas supply itself to be turned off following a call-out.

More infromation: https://www.gassaferegister.co.uk/gas-emergency/what-to-do-in-a-gas-emergency/

 

However, If the property itself is deemed unsafe for you to return to call the Extra Mile emergency line on 0131 581 5356

Please note we (agent and landlord) have no obligation to re-home you, you should have suitable insurance for these sort of situations. 

If the leak cannot be contained and/or it is causing damage to the property (especially if it is penetrating into an electrical fitting) it must be reported to us through this system, you should turn the RCD / Fuse spur off for the lights / sockets etc. and not use them until it has been checked by our contractor.  

 

As soon as you become aware of a water leak:

1. Identify the source of leak (if possible)

2. Try to stop the leak:

 

If the leak is coming from your home, turn off the water at the mains, and any electrical switches or items nearby.

Do not turn the water back on or use any electrical items that may have been affected by the leak until instructed to do so by your property manager or one of our qualified tradespeople.

 

If the leak is coming from a neighbouring property, contact the occupier immediately (knock on the door!) and inform them that water that appears to be coming from their property and is coming into your home and ask them to turn their water off at the mains and call a plumber.

Please note we (Agent) cannot send a contractor to fix a leak coming from a neighbouring property, you should get the occuiper to turn the water off and then send a plumber to fix the leak.

Make sure that you get their contact details and, if different, those of the owner or agent. Report the event to Extra Mile via this system including the address (house/flat number) of the neighbouring property and, if you have them, contact details for the occupier and owner or agent. 

If no one is in:

i) put a note through the door informing them of the issue and asking them to contact team@extramileletting.com to advise as to action taken to resolve the issue;

ii) if the leak is bad enough to constitute an emergency (causing damage or danger) call the Council – the Council’s emergency environmental officers can visit to turn off the water to the property from where the leak is thought to be coming from. See telephone numbers at the end of this message.

If this stops this leak, report the event to Extra Mile via this system. If not, please call the Extra Mile emergency line on 0131 581 5356.

If the leak is coming from the exterior of the property and the building is factored, please contact the factor (there are usually contact details within common areas).

If the leak is coming from the exterior of the property and the building is not factored, or the leak is coming from an unknown source, go to step 3.

Please note that if you are in not a house or a top floor flat it is unlikely (but not impossible) that the leak is coming from the roof. Where a roof repair is required if the weather is bad or it is dark a roofer may not be able to attend until the weather improves and/or it gets light (for safety reasons).

3. Try to limit the damage
If there is a drip or stream of water, place a bucket/similar vessel beneath the drip/stream to limit any damage and/or spread. 
Remove any items from the path of the water and if possible and safe do so, clean up any water from the floor, furniture, etc.

4. Contact Extra Mile immediately on the Extra Mile emergency number only if the leak is ongoing or any resulting damage requires urgent attention.

If the leak is slowing or has stopped and there is no urgent action required inform Extra Mile via this system.

If you are unsure if the leak has stopped or if there is any damage that requires urgent attention please call the Extra Mile emergency line on 0131 581 5356. 

Council contact numbers (per point 2.ii above):

Dundee Council: 01382 436 260 (24-hour) 

Edinburgh Council: 0131 311 3131 (24-hour) 

Fife Council: 0845 600 5702 (24-hour) 

Glasgow Council: 0141 287 2000 or 0845 270 1558 (24-hour) 

West Lothian Council: (24-hour): 01506 280 000 

Angus Council: ACCESSLine 03452 777 778 has a recorded message giving emergency numbers at the following times: after 5pm: Monday to Friday. before 8:45am: Monday, Tuesday, Thursday, Friday.

Other areas: perform an internet search for your council’s contact number 

We endeavour to keep these numbers up to date but in the event that they no longer work, please perform an internet search or call a directory enquiries service for the current number.

If there is no water coming from an outlet (e.g. shower or tap) check if this applies to all outlets –  is there water from any outlet or is there only an issue with a specific outlet? If so include specific details of which outlet in which room (e.g. cold sink tap in main bathroom) when reporting the issue. 

Note that items that require water to function – showers, washing machines, dishwashers – will not work if there is no water. If there is no water at all from any outlet then this is a problem with the water supply rather than with the shower/dishwasher/tap/washing machine and you should carry out the checks noted below.

If there is no water throughout the property, check:

Has the stop cock been turned off? If so, and you are not sure why please check with Extra Mile by email before turning it back on as it may have been turned and left off deliberately (e.g. due to a leak) – in such cases you should be notified of this but please do check with us just in case. If you have been notified of the water being turned and left off deliberately you must not turn it back on until advised by Extra Mile or one of our contractors that it’s OK to do so.

Are works being carried out in the building or the street? The water may have been turned off temporarily due to these works.

Do your neighbours have water (ask them!)? If so this suggests an issue with only your water supply – report the issue to us via this system. If not, this suggests and issue with the water supply to the building or the street – see next point.

Does the Scottish Water website note that there's an issue with the supply to your building or street? If no issues are noted but you believe there is an issue with the supply to the building or street, call Scottish Water on 08000778778 to check if there are known issues/to report the issue.

Scottish Water have produced a leaflet with information on what to do in the event of an interruption to your water supply and information on why your water may be discoloured (brown or milky) following an interruption.

Please check https://www.scottishwater.co.uk/ for more information. 

Not having water is not usually considered an emergency, please check all the above, and if you are still having issues buy bottled water until the problem has been solved. 

IMPORTANT: If you leave your home, please make sure all taps, showers etc are closed / switched off as the supply might start working again. 

 

If you have a prepayment meter check that there is credit on it and top up, if required, please note when you run out of credit on a gas meter you need to top up enought to be out any debt and then turn the gas meter on (electronically) 

How it works
1) Insert your card into your meter.
2) Press the red button on your meter; your meter should now say 'HOLD for gas'
3) Press and hold the red button for about 10 seconds; your meter should now say 'Release for gas'
4) Let go of the button, and your gas should be back on.

 

Check you gas supply is on at the meter and if you have another gas appliance to test first. 

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If you still have no gas supply:

Call 0800 111 999 in a gas emergency.
For other issues, contact SGN on https://www.sgn.co.uk/help-and-advice/keeping-gas-safe/gas-safety

Links for more information: 

https://ready.scot/respond/loss-utilities

 

First check that the loss of power is not because of a general power cut (do your neighbours have power?), unpaid bills or failure to pay for connection.  

If you have a prepayment meter check that there is credit on it and top up, if required, please note when you run out of credit on a electric meter you need to top up enought to be out any debt and check you fuse box to make sure all RCD/Fuse spurs are on / working.

You can check for power cuts with SP networks online or by phone: 105 or 08000929290.  

Note that power cuts should be reported to the network operator and not your electricity supplier (who you pay for electricity) - details above.

For problems relating to your supply due to unpaid bills or failure to pay for connection contact your electricity supplier.

In the event of a power cut, report it - don't assume that someone else has. Useful information on what to do in the event of a power cut can be found here.

If the loss of power is not due to one of these factors check fuses have not blown and circuit breakers. Note that in addition to the main fuse box/board there may be additional switches that you will also need to check – these tend to be located beside the fuse box or in cupboards.

Do not attempt or undertake any repairs. 

Please note that it is the tenant’s responsibility to replace light bulbs (including those in appliances), batteries for smoke and carbon monoxide alarms and extractor fan filters.

 ---------------------------------------------------------------------------------------------

If you still have no electric supply:

Call 105, which will connect you to the correct network operator for your region.

Or use the numbers below:
Scottish Power Energy Networks (Central and Southern Scotland) Hotline number: 0800 092 9290 (landline) / 0330 1010 222 (mobile) 

Scottish and Southern Electricity Networks (North of the Central Belt of Scotland) Hotline number: 0800 300 999

Links for more information: 

https://ready.scot/respond/loss-utilities

 

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No power In a room or area of your home

Please check your fuse box or consumer unit to see if circuit breakers require resetting (they will be in a different position to the others) and reset, as required. 

Are you trying to use a specific light, socket or appliance? Could the issue relate to that item? If a light is not working, try another light and try changing the bulb - tenant's are responsible for changing bulbs. If a socket is not working, try another socket and try plugging something else in to the socket that does not seem to be working to identify if the issue is that socket or whatever you are plugging in to it. If the issue is the item you are plugging in, if this item is owned by the landlord, report the issue through the relevant section of this system. If you own the item you are responsible for repair or replacement.

If circuit breakers do not require resetting and/or the issue relates to a socket or light (not bulb) please report this issue through this system, making sure that you specify which room (and socket or light) this problem relates to.

 

Smoke, heat and optical (combined smoke and heat) alarms are usually mains powered with a battery back up. Newer ones have a fixed battery.

Carbon monoxide alarms can be mains or battery powered.

Tenant are responsible for:

testing all detectors weekly
cleaning (dusting) all detectors regularly
replacing the batteries in all detectors (where detectors are interlinked you must replace batteries in all not just one), when required
If your alarm is not functioning correctly, including intermittent beeping/chirping (regular single beep; note that a constant alarm indicates that there could be a fire, gas or CO leak – please take appropriate action), before reporting your issue please check:

that the alarms are free from dust 
whether the batteries require replacement 
the manufacturer's instructions for troubleshooting guidance and follow the same
For heat and smoke detectors, these are interlinked detectors and as such you must change batteries in all heat and smoke detectors even if only one detector is beeping/causing an issue (regular single beep; note that a constant alarm indicates that there could be a fire – please take appropriate action). This is because a low battery in one detector can cause all detectors to beep, making it difficult to tell which battery needs replaced. You must replace the batteries with the same type and size of battery in all detectors. 

If the issue persists despite checking the items notes above, report it immediately, providing full details of the issue (e.g. is the alarm making a noise and or is a light flashing and if so what kind and how often? which alarm/room is the issue? etc.). Note that a constant alarm indicates that there could be a fire – please take appropriate action.

The manufacturer’s instructions should be followed when replacing batteries and when cleaning the detectors. Most properties are fitted with Aico or Honeywell detectors: Instructions are available online:

Aico 

Honeywell

If your property has an alternative alarm type you can download full instructions from the manufacturer’s website (google the alarm type).

Please note that the replacement of alarm batteries is the tenant's responsibility. If a contractor is instructed and it is found that the issue is battery/batteries in need of replacement you will be responsible for the full cost of the visit as set out in your tenancy agreement.

A ladder should be available in the property in case you need one for changing batteries, bulb, etc. - if not, please report this to us and we can arrange supply. 

 

 

if you suspect carbon monoxide is present?

Turn off the gas
Turn off appliances
Open windows
Get everyone to exit the house
Call the emergency services or the Gas Emergency number 0800 111 999
If you are feeling unwell seek medical attention

Carbon monoxide (CO) is a colourless and odourless gas. It can be deadly if inhaled in high concentrations. It is produced when fuels such as gas, coal, wood, oil, or smokeless fuels are burned without enough oxygen. 

Gas appliances such as boilers, water heaters, and cookers can produce CO if they are not functioning properly. Also, if chimneys and vents become blocked, they can prevent CO from escaping outside. 

 

Link for more information:

https://www.firescotland.gov.uk/at-home/carbon-monoxide-detectors/

 

Smoke, heat and optical (combined smoke and heat) alarms are usually mains powered with a battery back up. Newer ones have a fixed battery.

Carbon monoxide alarms can be mains or battery powered.

Tenant are responsible for:

testing all detectors weekly
cleaning (dusting) all detectors regularly
replacing the batteries in all detectors (where detectors are interlinked you must replace batteries in all not just one), when required
If your alarm is not functioning correctly, including intermittent beeping/chirping (regular single beep; note that a constant alarm indicates that there could be a fire, gas or CO leak – please take appropriate action), before reporting your issue please check:

that the alarms are free from dust 
whether the batteries require replacement 
the manufacturer's instructions for troubleshooting guidance and follow the same
For heat and smoke detectors, these are interlinked detectors and as such you must change batteries in all heat and smoke detectors even if only one detector is beeping/causing an issue (regular single beep; note that a constant alarm indicates that there could be a fire – please take appropriate action). This is because a low battery in one detector can cause all detectors to beep, making it difficult to tell which battery needs replaced. You must replace the batteries with the same type and size of battery in all detectors. 

If the issue persists despite checking the items notes above, report it immediately, providing full details of the issue (e.g. is the alarm making a noise and or is a light flashing and if so what kind and how often? which alarm/room is the issue? etc.). Note that a constant alarm indicates that there could be a fire – please take appropriate action.

The manufacturer’s instructions should be followed when replacing batteries and when cleaning the detectors. Most properties are fitted with Aico or Honeywell detectors: Instructions are available online:

Aico 

Honeywell

If your property has an alternative alarm type you can download full instructions from the manufacturer’s website (google the alarm type).

Please note that the replacement of alarm batteries is the tenant's responsibility. If a contractor is instructed and it is found that the issue is battery/batteries in need of replacement you will be responsible for the full cost of the visit as set out in your tenancy agreement.

A ladder should be available in the property in case you need one for changing batteries, bulb, etc. - if not, please report this to us and we can arrange supply. 

 

If the mould has arisen due to condensation and that condensation has been caused by the action of a tenant (such as drying clothes indoors, inadequate venting of the property or blocking off an air brick/trickle vents) then remedying the issues caused by the condensation are often an occupier's responsibility - see below for further instructions and information.

Important! If the issue appears to be coming from above of the exterior consider if this is a leak - don't just write it off as condensation - and if you it or you are unsure, report the issue as a leak in this system (under the relevant heading/pathway in this system), following the guidance notes for leaks.

Tenant responsibilities: Condensation is a common issue and tenants have a responsibility to take reasonable measures to prevent condensation and condensation-related damage to the property. Tenants are responsible for taking reasonable steps for preventing condensation in the first place and for dealing with condensation when it occurs to prevent damage to surfaces from pooling water and condensation mould.  

See further guidance included below which gives details of why condensation dampness happens and how to reduce production of condensation and prevent dampness and mould that can be caused by condensation.  

 

Actions that you should take include:

Daily venting (including the winter months) of the property (refer to included guidance below).

In cold periods, heating the property to prevent or limit condensation as far as possible in the first place

Wiping down any condensation if it occurs to prevent damage to the property and the growth of condensation related mould. If mould has started to appear on surfaces such as woodwork, walls, ceilings, tiles, sealants and grout you should clean them with an anti fungicidal cleaning product (available from most supermarkets) and regularly wipe down the areas affected. If not cleaned the mould will continue to grow and could cause damage the property and your health. If you are taking the steps outlined above and in the included guide and still experiencing issues please report this to me immediately.

Reason: Pooling water and mould that results from condensation can cause damage to surfaces. In addition, mould releases spores which can cause health issues and can also cause the mould to spread so it is essential that you do not allow mould to develop in the first instance and that if it does, you deal with it immediately.

CONTACT US FOR MORE SUPPORT ON HOW TO HELP PREVENT CONDENSATION AND MOULD. 

 

Before reporting your issue, carry out ALL of the checks listed below. 

Note there are the following sections: Boiler not working or noisy, radiators or water not getting hot/hot enough, instructions on how to top up boiler pressure, instructions on how to bleed radiators.

Boiler not working or noisy

Refer to the user manual to ensure that you are following the correct operating procedures and follow any trouble shooting information instructions within the guide. a hardcopy user manual is not available in the property, you should be able to download one from the internet (perform a search using the boiler make and model number as given on the boiler). Note that you need the boiler operating instructions and not the servicing and installation guide.

Is the boiler is switched on?

Both the boiler itself and the isolation switch must be on - this can usually be found in close proximity to the boiler and usually looks like a light switch. 

If there is no power to the boiler?

If you have a prepayment meter check that there is credit on it and top up, if required.

Check that there is not a power cut.

Check the main fuse box - to see if the boiler switch has tripped, then the local fuse (usually in the cupboard with the boiler) try turning these on and off to see if power goes to the boiler. 

Reset the boiler.

Check the settings

On the timer, have you have selected the clock timer settings? If so the boiler will only come on at the programmed times and to have it on outside of these times you will need to adjust the settings

Is the boiler set to just hot water or just heating or both? Adjust as required. If set to one or other or both do you get any heating/ hot water

Check the temperature setting on all of the following: the boiler, any room thermostat(s) or remote controls and the radiators. Ensure they are set to the required/high enough temperature.

Are there any error codes or lights lit? Refer to the user manual to establish what this might mean and possible solution - if the solution(s) given in the manual does not work or states that an engineer is required please contact Extra Mile Letting including details of the error code/lights and corresponding information from the user manual.

Additional checks for gas boilers:

If the pilot light is not lit, re-light it. There is normally a small window at the front of the boiler and when the boiler is on, there should be a small blue flame visible through the hole.

If there is no flame, you need to reset the pilot light. 

Instructions on how to do this are usually on the front of the boiler near the controls.  If not, refer to the boiler operating instructions on how to light. 

Check that the gas supply is on:

If you have a gas hob or other gas appliance, it should turn on as normal and run for a few seconds

If you have a prepayment meter check that there is credit on it and top up, if required

Also check the gas supply is open at the gas meter.

If after checking the main feeds (gas and electricity) and pilot light, and you have turned the boiler on and off (usually on button the face of the boiler) you may also have a reset button that may need to be held.

Check the boiler pressure and adjust if needed. For combi boilers (instant hot water), when the boiler is switched off the pressure on the pressure gauge is showing between 1.5 and 2 bar (and not higher than 2)- if below this you will need to top up the pressure. If below 1 bar the boiler may cut out completely so will need topped up and reset. See below for further information on topping up a boiler. Note that tenants are responsible for boiler pressure top up. 

 

Radiators or water not getting hot/hot enough

Refer to the user manual to ensure that you are following the correct operating procedures and follow any trouble shooting information instructions within the guide. a hardcopy user manual is not available in the property, you should be able to download one from the internet (perform a search using the boiler make and model number as given on the boiler). Note that you need the boiler operating instructions and not the servicing and installation guide.

Check that the boiler/heating is switched on (see points above for further details of checks required).

(Gas boilers only) Check the gas supply to the property and to the boiler is switched on/open  (see points above for further details of checks required)

If you have a gas and/or electricity prepayment meter check that there is credit on it and top up, if required.

Check settings, such as timer, function, thermostats (see points above for further details of checks required).

Allow enough time for radiators and water to heat up. Make sure that the water heater is switched on and has been on for long enough – if you do not have a combi boiler hot water will not be instantaneous and water will need to be heated (usually for at least an hour) before hot water is available.

For gas combi boilers (instant to water) adjust the opening of the taps when running water – for some properties the water flow rate when the taps are turned on fully exceeds the rate that the boiler can heat the water. As a result, turning the hot tap on full results in cold or lukewarm water. Reduce the opening of the tap to reduce the flow.

(Gas boilers) Bleed radiators – If the radiators are cold at the top/have cold spots towards the top, they may need bled. This is something that tenants are responsible for and is easy to do. See below for further information on bleeding radiators.

 

How to repressurise the boiler/top up the boiler pressure

Switch off the electricity supply to the boiler.

Open the filling loop/tap. (Usually) Beneath the boiler there will be a 'loop' of hose (usually silver flexible hose) that has two block handles - one at either end (this is what creates the loop). Open the two black handles connected to the silver flexible hose beneath the boiler. Open one first (left) and then the other (right). When you open the second you will hear water this is water running into the system to repressurise it. Keep an eye on the pressure gauge once the pressure gauge reads 1.2 to 1.5 bar close the valves again.

Although the boiler in the video may not be the same model as your boiler the repressurising process is the same and you might find online videos useful.

Once the pressure is at the correct level close the black handles (valves). You may need to relight the boiler pilot light. If you are unsure of how to do this, refer to the user manual (not installation and servicing manual). If you cannot locate the boiler manual in the property, please download from the internet (google search using boiler make and model).

Some boilers may have a filling key or require a screwdriver to repressurise the boiler, rather than a filling loop. For these boilers, ensure the boiler is switched off and turn the key/screw driver in the filling slot until the pressure reaches 1.5 to 2 bar and then turn back to stop the represurrising 

 

How to bleed radiators

Bleeding your radiators removes pockets of air that are trapped in your central heating system and helps your radiator(s) to run efficiently and effectively. If your radiators are cold/have cold sections towards the top then they may need bled.

Online video provides information on how to do this and instructions are also included below.  

Turn your heating on – switch your heating on so that all of the radiators in your home start to warm up. You'll need to wait until your radiators are fully heated before moving on to the next stage of the process. 

Identify the radiators that need bleeding – check each radiator in your home to check that all parts of the radiator are radiating heat. Be careful not to burn your hands as you check the radiators. If a radiator has cool spots along the top of the panel, you'll need to bleed the radiator to remove the air pocket that is inside. 

Prepare – before you start to bleed a radiator, make sure your central heating system is switched off. You'll need the radiators to be cool enough to handle. Get a bucket and some old towels or paper towelling/tissue. Some modern radiators can be bled with a screwdriver. However, for most types of radiator you'll need to use a radiator key. Radiator keys can be purchased cheaply from any homeware or DIY shop. 

Bleed the radiators 

Attach the radiator key into the square section in the centre of the radiator valve 

Use a cloth or strong tissue paper to hold the radiator key 

Have a bucket and another cloth under the radiator valve to catch any drips 

Turn the radiator key slowly in an anti-clockwise direction  

If air is escaping, you'll hear a hissing sound 

Once the air has escaped, liquid will start to leak from the valve 

Close the valve quickly by turning the radiator key 

Check the pressure of your heating system – once you've bled the radiators, check the pressure gauge on your boiler. If the pressure is too low (below 1.2) you’ll need to repressurise the boiler. See information above on this. 

 

If you have worked your way through this list and the heating is still not working, please complete the form including boiler make and model and full details of the issue (e.g. boiler not working at all; error code; error lights; leaking; etc).

Note that boiler issues are not usually considered to be an emergency.

However, if it is winter and there is a vulnerable person please go and buy a electric oil heater or electric panel heater (unless your property already comes with one) and keep the receipt and report this online. 

 

 

 

OVEN AND GRILL

If you own the appliance you are responsible for maintenance and repairs. If the appliance belongs to the landlord, please follow the instructions below.

If the appliance is not working, before submitting a maintenance request via this system please check all items listed below. When submitting your request make sure that you include: full details of the issue (not just ‘appliance is not working'!); make, model and, if available, serial number - this can usually be found on the outside or inside of the appliance (sending a photo of this is useful too).

Note that:

An appliance not working is rarely an emergency - it would only be an emergency there is a risk to health or safety. 

If the appliance has been marked as unsafe by our contractor (following safety checks or other visits) you MUST NOT use the appliance. Report this issue to us via this system.

Replacing lightbulbs, including those in appliances, is the tenant’s responsibility. These are usually readily available from supermarkets and DIY stores. You may find it useful to take the old bulb with you when purchasing new to ensure it’s the same size and fitting. If the bulb is not accessible for changing, report the issue to us.

Checks to complete before reporting an issue:

Is appliance switched on? Both on the appliance and at the power source.

Is there an issue with electricity to the property? If there is electricity the appliance will not work. Check the fuse board in case the supply to the appliance has tripped and reset if necessary. Refer to the relevant section of this maintenance reporting system relating to electricity supply issues.

(Gas appliances only) Is there an issue with the gas supply? If there is no gas the appliance will not work. Is there an issue with the gas supply? If there is no gas the appliance will not work.

Check that the gas has not been turned off inside the property: if the gas has been turned off by Transco/Scottish Gas Networks/one of our contractors for safety reasons you MUST NOT turn if back on – report this to us. 

If the gas supply has been turned off/left off in error, turn it back on.

Check if there is an (external) issue with supply of gas to the property. If there is no gas the appliance won’t work. Check that this is not an issue relating to unpaid utility bill(s). Report the issue to Scottish Gas Network (SGN). You can check supply issues on the SGN website.

Do you have prepayment electricity and/or gas meters? If so, is there credit? If there is no credit there will be no electricity and/or gas and your appliance won’t work.

Has there has recently been a power cut? Check the settings – see next point.

Are the settings correct? Check:

Clock is not flashing. Many ovens and grills will not work if the clock is flashing so you must set it – it doesn’t have to be the correct time but it must not be flashing. You may have to set the clock if the oven/grill has been switched off at the mains/there has been a power cut.

Temperature settings are correct.

Oven/grill is not set to auto cook/ timed cook/delayed cook.

Is the door correctly positioned (open or closed)? The oven door should be fully closed when the oven is in use. Most grills require the door to be left open but some grills require it to be closed – check the user manual (see last point).

Have you referred to the user manual? Read the manual to ensure that you are using the machine correctly and refer to and follow any trouble-shooting information within the guide. If a hardcopy of the guide is not available within the property you should be able to download one from the internet by performing a search using the make and model number.

 

HOB

If you own the appliance you are responsible for maintenance and repairs. If the appliance belongs to the landlord, please follow the instructions below.

If the appliance is not working, before submitting a maintenance request via this system please check all items listed below. When submitting your request make sure that you include: full details of the issue (not just ‘appliance is not working'!); make, model and, if available, serial number - this can usually be found on the outside or inside of the appliance (sending a photo of this is useful too).

Note that:

An appliance not working is rarely an emergency - it would only be an emergency there is a risk to health or safety. 

If the appliance has been marked as unsafe by our contractor (following safety checks or other visits) you MUST NOT use the appliance. Report this issue to us via this system.

 

Checks to complete before reporting an issue:

Is appliance switched on? Both on the appliance and at the power source

Is there an issue with water or electricity to the property? If there is no water or electricity the appliance will not work. Check the fuse board in case the supply to the appliance has tripped and reset if necessary. Refer to the relevant section of this system relating to electricity or water supply issues.

Are the settings correct? Check settings including temperature setting(s).

Have you referred to the user manual? Read the manual to ensure that you are using the appliance correctly and refer to and follow any trouble-shooting information within the guide. If a hardcopy of the guide is not available within the property you should be

Is it an induction hob? If so:

It will not get hot to the touch. It heats by magnetic conduction and not thermal conduction from a flame or electrical heating element. As such the rings will not get hot to the touch and will not heat if turned on without a suitable pot/cooking vessel on the ring

It requires induction compatible pans/cooking vessels – an induction hob will not work will non-compatible pans (those that a magnet doesn’t stick to). When buying pots/pans check that they are induction compatible.

Pans may have to be within set zones. If there a set cooking zones (marked on the hob) the cooking zone may not work if the pot/pan is not position within the zone properly – try adjusting the positioning

Are you using a ‘boost’ function? Some induction hobs have a ‘boost’ function. In most cases this cannot be used with all cooking zones at the same time and trying to use with all cooking zones/multiple cooking zones can result in the hob turning the zone you are using or all zones off.

Having the oven on (where the oven is positioned immediately below the hob) may affect the functioning of the hob and cause it to turn itself off in response to the heat from the oven. Check if the hob works without the oven on and include this information in your maintenance request report.

 

FRIDGE FREEZER

If you own the appliance you are responsible for maintenance and repairs. If the appliance belongs to the landlord, please follow the instructions below.

If the appliance is not working, before submitting a maintenance request via this system please check all items listed below. When submitting your request make sure that you include: full details of the issue (not just ‘appliance is not working'!); make, model and, if available, serial number - this can usually be found on the outside or inside of the appliance (sending a photo of this is useful too).

Note that:

An appliance not working is rarely an emergency - it would only be an emergency there is a risk to health or safety. 

If the appliance has been marked as unsafe by our contractor (following safety checks or other visits) you MUST NOT use the appliance. Report this issue to us via this system.

Replacing lightbulbs, including those in appliances, is the tenant’s responsibility. These are usually readily available from supermarkets and DIY stores. You may find it useful to take the old bulb with you when purchasing new to ensure it’s the same size and fitting. If the bulb is not accessible for changing, report the issue to us.

Checks to complete before reporting an issue:

Is appliance switched on? Both on the appliance and at the power source

Is there an issue with water or electricity to the property? If there is no water or electricity the machine will not work. Check the fuse board in case the supply to the appliance has tripped and reset if necessary. Refer to the relevant section of this system relating to eletricity or water supply issues.

Is the door closed property? Most machines will not work if the door is not fully closed and the latch has 'caught'. Push against the door to ensure it's closed properly.

Are the settings correct? Check settings including temperature setting(s).

Is there is a build-up of ice? This may prevent the fridge/ freezer from working properly or cause it to leak – defrost. Do note scrape of ice with sharp objects or apply and external heat source (such as a hairdryer). You can help to prevent a build-up of ice by not leaving the door open for longer than necessary.

Have you referred to the user manual? Read the manual to ensure that you are using the machine correctly and refer to and follow any trouble-shooting information within the guide. If a hardcopy of the guide is not available within the property you should be able to download one from the internet by performing a search using the make and model number.

Does the appliance smell?  Remove all food from the refrigerator – this will allow you to clean all the corners and crevices. Remove any fridge drawers or shelves and soak in warm water mixed with washing up liquid. Use a mixture of warm water and washing up liquid to wipe the interior. Use baking soda to remove stubborn stains and smells. If you can, pull the appliance out and clean behind and beneath it – food and liquids get spilled and over time will start to smell.

Is water pooling inside the appliance or leaking from it? The drain hole may be blocked. There is a small drainage hole in most fridges and this can become blocked with food debris. The hole is usually found at the back of the fridge behind the shelves. Check if it is blocked and unblock, if required – you can purchase a small tool specifically for this or use a pipe cleaner or turkey baster. 

 

DISHWASHER

If you own the appliance you are responsible for maintenance and repairs. If the appliance belongs to the landlord, please follow the instructions below.

If the dishwasher is not working, before submitting a maintenance request via this system please check all items listed below. When submitting your request make sure that you include full details of the issue (not just 'dishwasher is not working'!), make, model and serial number - this can all be found on the ratings plate which is usually on the inside of the door and looks like a barcode (sending a photo of this is useful too).

Note that:

An appliance not working is rarely an emergency - it would only be an emergency there is a risk to health or safety. 

If the appliance has been marked as unsafe by our contractor (following safety checks or other visits) you MUST NOT use the appliance. Report this issue to us via this system.

 

Checks to complete before reporting an issue:

Is appliance switched on? Both on the appliance and at the power source.

Is there an issue with water or electricity to the property? If there is no water or electricity the machine will not work. Check the fuse board in case the supply to the appliance has tripped and reset if necessary. Refer to the relevant section of this system relating to eletricity or water supply issues.

Is the door closed property? Most machines will not work if the door is not fully closed and the latch has 'caught'. Push against the door to ensure it's closed properly.

Are the settings correct? Make sure that the appliance is not set to a delayed start or timed start and you have not selected incompatible settings (e.g. too high a temperature for the selected cycle such as economy cycle).

Have you refered to the user manual? Read the manual to ensure that you are using the machine correctly and refer to and follow any trouble-shooting information within the guide. If a hardcopy of the guide is not available within the property you should be able to download one from the internet by performing a search using the make and model number.

Does the filter need cleaned? Clean it, if necessary - refer to user manual (see point above). Use protective gloves in case there is glass and sharp debris in the filter.

Does the machine smell? See point above relating to filter. Run the machine on empty regularly to clean it through and try using a dishwasher cleaner - these are readily available from supermarkets. make sure you leave door ajar when not in use to allow the machine to dry out/air and prevent stale smells and mould.

Is the cleaning performance poor? See two points above re cleaning the filter and the machine. Make sure that you are loading the dishwasher correctly (certain items should only go in the top or bottom of the machine) and that you are not overloading it (too many items or items too close together will result in poor wash performance.

Are the cycles taking longer than expected? Check the timings for the cycles given in the user manual (see point above re user manual) before reporting this an a issue. Some machines take longer than others and if the times are per those given in the manual then this is not considered a fault even if it's not as fast as you would like.

WASHING MACHINE

If you own the washing machine you are responsible for maintenance and repairs. If the washing machine belongs to the landlord, please follow the instructions below. 

If the washing machine is not working, before submitting a maintenance request via this system please check all items listed below. When submitting your request make sure that you include full details of the issue (not just 'washing machine is not working'!), make, model and serial number - this can all be found on the ratings plate which is usually on the inside of the door and looks like a barcode (sending a photo of this is useful too).

Note that:

An appliance not working is rarely an emergency - it would only be an emergency there is a risk to health or safety. 

If the appliance has been marked as unsafe by our contractor (following safety checks or other visits) you MUST NOT use the appliance. Report this issue to us via this system.

 

Checks to complete before reporting an issue:

Is appliance switched on? Both on the appliance and at the power source.

Is there an issue with water or electricity to the property? If there is no water or electricity the machine will not work. Check the fuse board in case the supply to the appliance has tripped and reset if necessary. Refer to the relevant section of this system relating to electricity or water supply issues.

Is the door closed property? Most machines will not work if the door is not fully closed and the latch has 'caught'. Push against the door to ensure it's closed properly.

Make sure that you have not overloaded the machine - each machine has a maximum washload and if you overload it may not function (or if it does you may damage the machine).

Check the settings

The appliance is not set to a delayed start or timed wash.

The settings for the selected cycle are correct and compatible - in some cases you will have to adjust the temperature setting or spin speed. For example, a hot wash cycle (such as 90 degree whites) may not work if the temperature is set to 40 degrees. 

Check that an economy setting has not been selected that is incompatible with the wash cycle you are trying to use. For example, a 90 degree wash cycle may not work if an economy setting/button is selected).

Have you referred to the user manual? Read the manual to ensure that you are using the machine correctly and refer to and follow any trouble-shooting information within the guide. If a hardcopy of the guide is not available within the property you should be able to download one from the internet by performing a search using the make and model number.

Does the filter need cleaned? Clean it, if necessary - refer to user manual (see point above). Use protective gloves in case there is glass and sharp debris in the filter.

Are the cycles taking longer than expected? Check the timings for the cycles given in the user manual (see point above re user manual) before reporting this an issue. Some machines take longer than others and if the times are per those given in the manual then this is not considered a fault even if it's not as fast as you would like.

Does the machine smell?

If washing is left to sit in the drum it can become stale and smell. Make sure washing is removed from the machine and hung up as soon as possible after the cycle finishes.

if water if left to sit in the seal it can become stagnant and lead to mould - ensure any excess water is removed (e.g. using kitchen roll) after each use. Note that it is the tenant's responsibility to keep the seal and machine clean and mould free.

Leave the washing machine door ajar when not in use to allow the machine to dry out/air and prevent stale smells and mould.

Run the machine on empty on a hot cycle regularly to clean it through.

Try using a washing machine cleaner - these are readily available from supermarkets.

Is there fluff/residue on washing?

Are you using too much detergent/softer/pre wash? This can leave residue on clothes. Make sure that you are using the correct amount for the wash load.

Have you left items in pockets? If you have washed a tissue or similar by accident this can leave residue on clothes until it clears from the machine. Ensure all pockets are checked and emptied before washing to prevent future issues. Run the machine on empty a few times to clear the current issue.

Clean the filter – see item above on this.

Run the machine on empty on a hot cycle regularly to clean it through.

Try using a washing machine cleaner - these are readily available from supermarkets.

The machine isn’t draining – refer to items above on checking settings and cleaning the filter.

 

TUMBLE DRYER

If you own the appliance you are responsible for maintenance and repairs. If the appliance belongs to the landlord, please follow the instructions below.

If the appliance is not working, before submitting a maintenance request via this system please check all items listed below. When submitting your request make sure that you include full details of the issue (not just ‘appliance is not working'!), make, model and, if available, serial number - this can usually be found on the outside or inside of the appliance (sending a photo of this is useful too).

Note that:

An appliance not working is rarely an emergency - it would only be an emergency there is a risk to health or safety. In the case of a macerator not working, if this is connected to the toilet and it’s not working, and there is no other toilet in the property (so you do not have a working toilet) then this is considered urgent – report the issue via this system and call the Extra Mile Letting emergency line on 0131 581 5356.

If an appliance has been marked as unsafe by our contractor (following safety checks or other visits) you MUST NOT use the appliance. Report this issue to us via this system.

Replacing filters, vacuum bags and lightbulbs, including those in appliances, is the tenant’s responsibility. These are usually readily available from supermarkets and DIY stores. You may find it useful to take the old bulb with you when purchasing new to ensure it’s the same size and fitting. If the bulb is not accessible for changing, report the issue to us.

 

Checks to complete before reporting an issue:

Is appliance switched on? Both on the appliance and at the power source

Is there an issue with water or electricity to the property? If there is no water or electricity the machine will not work. Check the fuse board in case the supply to the appliance has tripped and reset if necessary. Refer to the relevant section of this system relating to electricity or water supply issues.

(Gas appliances only) Is there an issue with the gas supply? If there is no gas the appliance will not work. 

Check that the gas has not been turned off inside the property: if the gas has been turned off by Transco/Scottish Gas Networks/one of our contractors for safety reasons you MUST NOT turn if back on – report this to us. If the gas supply has been turned off/left off in error, turn it back on.

Check if there is an (external) issue with supply of gas to the property. If there is no gas the appliance won’t work. Check that this is not an issue relating to unpaid utility bill(s). Report the issue to Scottish Gas Network (SGN). You can check supply issues on the SGN website.

Are the settings correct? Make sure that the appliance settings are correct. E.g. it’s not set to a delayed start or timed start and you have not selected incompatible settings (e.g. too high a temperature for the selected cycle such as economy cycle).

Does the filter need cleaned? Some appliances, such as tumble dryers, dishwashers, vacuum cleaners and extractors have filters and these need to be clean for the appliance to work properly. Check the filter (if there is one) and clean it, if necessary - refer to user manual.

Have you referred to the user manual? Read the manual to ensure that you are using the machine correctly and refer to and follow any trouble-shooting information within the guide. If a hardcopy of the guide is not available within the property you should be able to download one from the internet by performing a search using the make and model number.

 

MICROWAVE, VACUUM CLEANER AND OTHER SMALL APPLIANCES 

If you own the appliance you are responsible for maintenance and repairs. If the appliance belongs to the landlord, please follow the instructions below.

If the appliance is not working, before submitting a maintenance request via this system please check all items listed below. When submitting your request make sure that you include full details of the issue (not just ‘appliance is not working'!), make, model and, if available, serial number - this can usually be found on the outside or inside of the appliance (sending a photo of this is useful too).

Note that:

An appliance not working is rarely an emergency - it would only be an emergency there is a risk to health or safety. 

If the appliance has been marked as unsafe by our contractor (following safety checks or other visits) you MUST NOT use the appliance. Report this issue to us via this system.

Replacing lightbulbs, including those in appliances, is the tenant’s responsibility. These are usually readily available from supermarkets and DIY stores. You may find it useful to take the old bulb with you when purchasing new to ensure it’s the same size and fitting. If the bulb is not accessible for changing, report the issue to us.

 

Checks to complete before reporting an issue:

Is appliance switched on? Both on the appliance and at the power source

Is there an issue with water or electricity to the property? If there is no water or electricity the machine will not work. Check the fuse board in case the supply to the appliance has tripped and reset if necessary. Refer to the relevant section of this system relating to electricity or water supply issues.

Is the door closed property? Most machines will not work if the door is not fully closed and the latch has 'caught'. Push against the door to ensure it's closed properly.

Has there has recently been a power cut? Check the settings – see next point on settings.

Are the settings correct? Check settings ,including temperature setting(s), mode and clock. Some appliances will not work if the clock is flashing so you must set it – it doesn’t have to be the correct time but it must not be flashing. You may have to set the clock if the appliance has been switched off at the mains/there has been a power cut.

Have you referred to the user manual? Read the manual to ensure that you are using the machine correctly and refer to and follow any trouble-shooting information within the guide. If a hardcopy of the guide is not available within the property you should be able to download one from the internet by performing a search using the make and model number.

Seeing a pest (mouse/rat/pigeons/squirrels etc) in or around the property. 

For mice/Rats: Please note pest control say unless we see dropping in the property, we cannot treat the property the well as we do not know where they are eating (getting food source from).
It is normal to see a pest occasionally, a property, especially if there is building work nearby or green areas If we get rid of the food sources they will move on and not visit your property.
Until we see dropping in your property (usual place is work tops, water tanks, microwaves, or around fridges and freezers and bins) there is nothing effective we can do.

Large garden/green area around the property it could be a change in temperature/weather causing them to visit the property looking for food. 
Please see general tips below:

Keep foodstuffs in metal or glass containers with tight fitting lids or even better in the fridge.
Tidy inside the property, under sinks and in cupboards - less clutter means less places to hide.
Keep bin lids closed and put outdoor rubbish bags in the bins, not left in your property or communal areas
Clean up pet food and bird seed debris, and store pet food in robust containers with fitted lids - preferably above ground level.
Keep gardens (if you have one) free from debris and keep clutter to a minimum.
If you have a compost heap/food recycling bin in the property empty it as often as possible as this will attract them.
Keep the toilet lid down when not in use. 
I will ask the landlord to report this to the factoring company as the problem could be in the building usually around the bins or drains. 

Please note that depending on the circumstances tenants may be asked to pay for or contribute towards the cost of pest control services 

Please keep us posted if the activity continues and you start to see / continue to see droppings.

 

For Slugs: Remove food sources and address any condensation or damp issues. 

For wasps: If you see a nest on your property or a large number of them, please contact us.

For ants: 

Watch carefully to track down where they are coming into your home, and seal off the entry points.

Clear up any sticky residues on worktops and tables, because most ants are attracted to 'sweet things'

Cover up, put away or securely seal any foodstuffs which could be a source of food for ants.

 

If the issue relates to a common area within the building, we may not be able to or have authority to resolve the issue directly.

If you submit this problem through our system we will try to refer the problem to the person/people or company that manages/is responsible for the shared facility.  

This can be a Block Management/Factoring company or, where there is no Factoring company, this may require the input and agreement of all owners which can mean that the timeframe for resolution is extended. 

Where there is a Factoring company for the building we recommend that you also directly notify them of the problem yourself. Their details should be in the documents that you received when your occupation started and may also be displayed on signs within the building.

If the issue is dangerous or potentially dangerous report it to the local Council as an emergency. 

If the issue relates to lighting within the property

If the light is not working, before submitting a maintenance request via this system please check all items listed below. When submitting your request make sure that you include full details of the issue (not just ‘light is not working'!) including specific detail on which light is the problem (e.g. main light in lounge, under cabinet lighting in kitchen left hand side only). If the issue relates to a switch please refer to the relevant section on this site.

Lamps If you own the lamp you are responsible for maintenance and repairs. If the lamp belongs to the landlord, please follow the instructions below.

If a light has been marked as unsafe by our contractor (following safety checks or other visits) you MUST NOT use the light. Report this issue to us via this system.

Replacing lightbulbs, including those in appliances, is the tenant’s responsibility. These are usually readily available from supermarkets and DIY stores. You may find it useful to take the old bulb with you when purchasing new to ensure it’s the same size and fitting.

A ladder should be available in the property - if not, please report this to us and we can arrange supply.

If the bulb is a downlighter or halogen spotlight. This video provides useful information on how to remove and refit such bulbs.

If the bulb is not accessible for changing, report the issue to us via this system and make sure you note that the bulb is not accessible.

Energy saving bulbs may not work at all or properly (causing flickering and/or buzzing) with certain fittings or dimmer switches. If energy saving bulbs are fitted try changing for another bulb.

Is light switched on? At the power source and, for lamps, on the lamp itself.

Is there an issue with electricity to the property? If there is no electricity the lights will not work.

Check the fuse board in case the supply to the appliance has tripped and reset if necessary. Refer to the relevant section of this system relating to electricity supply issues.

If you still need to report an issue, please provide exact details or the problem including specific details of the issue and which room and light/bulb that is causing the issue. 

If the issue is related to a socket, switch or other electrical item please report it online and include a photo as this information helps. 

 

 

If the property is not secure this is an emergency and must be reported to us through this system and by call to the Extra Mile emergency line on 0131 581 5356.

If the property is secure report the issue through this system and do not call the emergency number.

If the issue does not relate to a main door or to relates to a window above ground level the property may still be secure - this is a judgement call.

If you cannot open the lock or door and cannot access or leave the property via another entrance, make sure that you are at the right property (it's happened!) and using the right key.

Spend a few minutes and try: 

turning the key again -  note that some locks have a anti picking mechanism meaning that you need to turn the key in the opposite direction to that you may expect.
turning the key and turning the door knob or pressing the handle down (or up) - this is required for some locks.
turning the key and rocking the door - if you have to do this the lock may still need attention so this should be reported via this system including a note that you've had to do this to open the door.
turning the key and lifting the door slightly  - if you have to do this the lock may still need attention so this should be reported via this system including a note that you've had to do this to open the door.
Try to ease the lock/handle/hinge mechanism on the window/door with WD40 or a suitable lubricant.
The child lock key was/is in the wrong position.

If you are still unable to access or leave the property (i.e. there is no alternative entry/exit) report the issue by calling the Extra Mile emergency line on 0131 581 5356.

If there is an alternative entry/exit report the issue via this system.

If you have lost your keys or left them somewhere (e.g. in the property)

If you live with someone, contact them to arrange access

If you do not live with someone else or cannot contact the person that you live with, contact Extra Mile by phone to request access.

Note that: keys cannot be collected from our reception facility and, subject to availability, spare keys will have to be dropped off to you at a time and location that will be determined by our other commitments 

if you lock yourself out of the property there may be a charge (refer to your tenancy agreement) for your landlord/letting agent (subject to availability) or locksmith to come out and allow you access 
in the event that we cannot provide immediate/timely access you may need to arrange alternative accommodation (at your expense) or for the locks to be changed and all sets of keys replaced (at your expense).

If you have lost your keys, you will need to arrange a replacement set at your expense. Note that if the property is not secure as a result of you losing your keys (e.g. due to identifying information being with or on the keys) your will be responsible for the full cost of making the property secure such as changing the locks and replacing all sets (including landlord and agent) of keys.
You must inform us immediately by email if locks have to be changed and we must be provided with new sets (number will depend on the property) of keys.

Window issues

Smashed – report this to us via this system and if the property is now secure or the smashed window is dangeours also call the Extra Mile emergency line on 0131 581 5356.

Will not open or close fully

Check that the window is not locked/ the lock or catch is not engaged.

Check that child safety features are not enabled:

The child lock key was in the wrong position

There may be a restrictor hook (on top, bottom or side of window) which limits how far a window will open. Unhook to open the window fully.

Some window locks have two settings, full operation and restricted operation – turn the key/lock part way to allow restricted (‘child safe’) operation/opening, turn it fully to allow full opening.

The window has come off/away – for sash and cash windows, to allow easy cleaning, the windows have a side and/or tilt opening mechanism to allow them to open inwards. If the window has come off along the side or top for this reason you need to reengage the  window catches.

 

 

If the property is not secure this is an emergency and must be reported to us through this system and by call to the Extra Mile emergency line on 0131 581 5356.

If the property is secure report the issue through this system and do not call the emergency number.

If the issue does not relate to a main door or to relates to a window above ground level the property may still be secure - this is a judgement call.

If you cannot open the lock or door and cannot access or leave the property via another entrance, make sure that you are at the right property (it's happened!) and using the right key.

Spend a few minutes and try: 

turning the key again -  note that some locks have a anti picking mechanism meaning that you need to turn the key in the opposite direction to that you may expect.
turning the key and turning the door knob or pressing the handle down (or up) - this is required for some locks.
turning the key and rocking the door - if you have to do this the lock may still need attention so this should be reported via this system including a note that you've had to do this to open the door.
turning the key and lifting the door slightly  - if you have to do this the lock may still need attention so this should be reported via this system including a note that you've had to do this to open the door.
Try to ease the lock/handle/hinge mechanism on the window/door with WD40 or a suitable lubricant.
The child lock key was/is in the wrong position.

If you are still unable to access or leave the property (i.e. there is no alternative entry/exit) report the issue by calling the Extra Mile emergency line on 0131 581 5356.

If there is an alternative entry/exit report the issue via this system.

If you have lost your keys or left them somewhere (e.g. in the property)

If you live with someone, contact them to arrange access

If you do not live with someone else or cannot contact the person that you live with, contact Extra Mile by phone to request access.

Note that: keys cannot be collected from our reception facility and, subject to availability, spare keys will have to be dropped off to you at a time and location that will be determined by our other commitments 

if you lock yourself out of the property there will be a charge (refer to your tenancy agreement) for your landlord/letting agent (subject to availability) or locksmith to come out and allow you access. 

in the event that we cannot provide immediate/timely access you may need to arrange alternative accommodation (at your expense) or for the locks to be changed and all sets of keys replaced (at your expense).

If you have lost your keys, you will need to arrange a replacement set at your expense.

Note that if the property is not secure as a result of you losing your keys (e.g. due to identifying information being with or on the keys) your will be responsible for the full cost of making the property secure such as changing the locks and replacing all sets (including landlord and agent) of keys.

You must inform us immediately by email if locks have to be changed and we must be provided with new sets (number will depend on the property) of keys.

Window issues

Smashed – report this to us via this system and if the property is now secure or the smashed window is dangeours also call the Extra Mile emergency line on 0131 581 5356.

Will not open or close fully

Check that the window is not locked/ the lock or catch is not engaged.

Check that child safety features are not enabled:

The child lock key was in the wrong position

There may be a restrictor hook (on top, bottom or side of window) which limits how far a window will open. Unhook to open the window fully.

Some window locks have two settings, full operation and restricted operation – turn the key/lock part way to allow restricted (‘child safe’) operation/opening, turn it fully to allow full opening.

The window has come off/away – for sash and cash windows, to allow easy cleaning, the windows have a side and/or tilt opening mechanism to allow them to open inwards. If the window has come off along the side or top for this reason you need to reengage the  window catches.