Your House - How to look after it

Please make sure you look through the whole list 

No lights or power - Electrical issue with tripping/fuse box

First check if a power cut by checking with neighbours (if they have same problem) or checking street lights. If a power cut, call 105 for up to date information.
If not a power cut – Please check the trip switches at your fuse box (your fuse box is likely to be above front door/underneath the stairs/ sometimes in a downstairs bedroom).

Please see this video https://youtu.be/BlKeBJ41fH4 It shows you how to check your fuse box and how to find out what is causing the trip in the house.

Most often the fault is caused by a faulty appliance, you will need to check if your household has a faulty appliance that is causing the trip switch to trip. Sometimes the trip switches will trip if a socket or plug gets wet or damp (let us know if this is the case).
  • If it is an appliance that came with the house that is causing the trip let us know and we will have someone come and fix it or replace it.
  • If the trip is causing the power to the freezer or boiler not to work – you can sometimes temporarily use an extension lead to run power to those appliances from a part of the house that the power is working. If out of hours please try Ben on 07722 364710 as he maybe able to get long extension lead for you.
If you cannot resolve the problem please WhatsApp us on the House Maintenance Group ( please send photo of fuse box and any thing else that may help).

If you have an emergency problem out of hours please try the electrician Stuart on 07985 212766 (quote you are in one of Key10 Lettings houses) . Please note: Tradesmen normally work during office hours, if they get an emergency call out for an issue that is not an emergency and can wait until the next working day you maybe charged for the emergency call out as they will charge much higher rates.

Smell Gas

If you smell Gas

  • Turn off gas at the meter. 
  • Open windows, 
  • Don’t switch electrical switches on, 
  • Extinguish any naked flames, 
  • Don’t use gas hob. 
  • Evacuate property if needed.

Please see the video  https://youtu.be/pbcd9OmmKrw

  1. Call the number on the video (SGN) – The Number is also on notice board. They will come round in around 30mins usually any time of day/night. There is no charge.
  2. WhatsApp us on the House Maintenance Group.

SGN will come round and test the Gas at the property for a leak. If they find a leak they will make safe (turn off the meter or the appliance that maybe causing the problem).
We will need a Gas Engineer to come and visit the property to fix the fault and if needed replace the appliance. You will not be able to use the gas or faulty appliance until this has happened (SGN will advise you).

If you have an emergency problem out of hours please try the Gas Engineer James on 07948 501576 (quote you are in one of Key10 Lettings houses) . Please note: Tradesmen normally work during office hours, if they get an emergency call out for an issue that is not an emergency and can wait until the next working day you maybe charged for the emergency call out as they will charge much higher rates.

Rodents / pests

Mice tend to come into the properties when the weather outside gets cold.

As per the tenancy agreement you are responsible for mice at your property.

Advice is 

  1. Keep house clean – clear away food after eating.
  2. If you have mice and want to get rid of them easily and effectively, buy bait from Amazon or “Pompey Hardware” on Fawcett Rd (see here for location). Pompey Hardware is used by many students in the local area and will be able to give you lots of advice/will recommend the bait to use. 
  3. Always follow instructions on the packet.
  4. Let us know of any holes that they may be getting in, we can address. 
  5. If you have put bait down/followed the instructions and the problem is not resolving let us know.  
  6. If you are using humane mouse traps, release the mice a large distance away from the property. It can be very difficult to resolve the problem without bait (which seems to work best).

It is important to know the difference between mice and rats (Please Google “how to spot difference in droppings/size”) – mice are very common and account for 99% of the issues within houses. If you can hear rodent footsteps inside the roof/walls that will likely be rats as they are larger.

If you have rats at the property, please WhatsApp us on the House Maintenance Group ( please send photo of any evidence) and we will have a pest controller visit the property. (We may have to charge if the issue is mice as they are your responsibility).

As per the tenancy agreement you are responsible for ants at your property – buy ant bait stations e.g as seen here https://youtu.be/dKk1dfhaLrs 

If you have other bugs let us know (we can advise but you maybe responsible as per the tenancy agreement).

Internet Problem

You need to find out first if the problem is with the provision of internet? or the coverage? 

Who is your broadband provider (it should state on the router)

Virgin

1: Check broadband speed next to router using a broadband speed-checker app 

2: If your speed is not good try www.virginmedia.com/help/service-status for information.

If your broadband speed is good from router, coverage may be the issue (check any extenders in the house are working – if not reset them) Please note, the internet provider is NOT responsible for coverage in your house (only provision of broadband service to the router) 

3: If you still have a problem try www.virginmedia.com/help/service-status. The broadband provider will need to talk to you directly about the problem (when you are in the property so they can test the router remotely etc). 

If still not resolved, please email us on admin@key10.co.uk

Giganet

1: Check broadband speed next to router using a broadband speed-checker app 

2: If your speed is not good try www.virginmedia.com/help/service-status for information.

If your broadband speed is good from router, coverage may be the issue (check any extenders in the house are working – if not reset them) Please note, the internet provider is NOT responsible for coverage in your house (only provision of broadband service to the router) 

3: If you still have a problem try www.virginmedia.com/help/service-status. The broadband provider will need to talk to you directly about the problem (when you are in the property so they can test the router remotely etc). 

If still not resolved, please email us on admin@key10.co.uk

Rubbish and Recycling / Food Waste collection

You are responsible for the rubbish generated by your house. 

To find out full details about rubbish and recycling collection, order missing bins, report non-collection please see the Portsmouth Council Website at:  https://www.portsmouth.gov.uk/services/recycling-and-rubbish 

If you need additional rubbish collected:
1: Please see the Portsmouth council site above for details on rubbish collection and what they will pick up free of charge.
2: Take rubbish to the local tip for free.
3: Get a private rubbish collector to pick up the rubbish and pay them directly (please make sure they have a licence to avoid fly tipping).

If you are having issues with recycling or rubbish collection please contact the council directly at https://www.portsmouth.gov.uk/services/recycling-and-rubbish 

If you are still having problems email us (at admin@key10.co.uk) or WhatsApp on the House Maintenance Group details of the problem with photos as it will help us resolve the problem.

Boiler Central Heating and Hot water

Most shared houses have gas central heating with a combi boiler. A combi boiler is an efficient gas boiler that provides hot water and central heating on demand. There is no tank so you will not run out of hot water.

The only issue with combi boilers is that if you are having a shower and someone else in the house flushes a toilet, turns on kitchen sink or uses washing machine, the water pressure will drop and the shower may go cold.

You can google the make of your boiler to see operating instructions.

Common things to look for if you boiler is not working are:
1: Pressure on boiler is correct.
2: The room thermostat in hall is working (batteries have not run out) and temperature set correctly.
3: Electricity is getting to boiler – i.e. it is switched on at plug and the house electric is on.

Which one of these menu options describes your problem?

Heating/Hot Water not working

A: If heating and your hot water are both not working:

  1. Check boiler is switched on (has power) and Check Gas is on by turning on gas hob.
  2. Check the boiler pressure is around 1.5 bar (see this video on how to do this:  https://youtu.be/S3I1x-QcTdg (it is not our company’s video, but it is good). 
  3. If the pressure is not 1.5 bar, the video shows you how to top up a boiler if you are comfortable doing it. https://youtu.be/S3I1x-QcTdg (it is not our company’s video, but it is good). Make sure you turn off the filling taps afterwards!
  4. If you do top the boiler up, you need to check for small leaks on the system (normally around radiator valves or a drip from the boiler) or it will keep on happening as any small leak will cause the pressure to drop over time.  If you find a small leak, please let us know.

B: If the hot water is working but the heating is not working

  1. Please check the heating switch on your boiler is on (most boilers have a heating switch).
  2. Please check the batteries are working in your room thermostat (likely location hall or lounge). 
  3. Check any timer on the room thermostat or boiler is timed to come on. Also check any temperature setting on the room thermostat is set high enough to switch the heating on. If you “Google” the make and model on your room thermostat it will explain how to do this


C: If you think it is the room thermostat causing the problem – please see the section on “Room Thermostat” in this booklet

If you cannot resolve the problem please WhatsApp us on the House Maintenance Group (please send photo of boiler and room thermostat as that may help). If at the weekend please try Gas Engineer James on 07948 501576 (quote living at Key10 Properties).

Thermostat not working

If the heating is not working but hot water is working:

  1. Please check the heating switch on your boiler is switched on (most boilers have a switch for heating).
  2. Your model of thermostat may look a bit like the picture, or it may be a digital version. Please check the batteries are working in your room thermostat (likely location hall or lounge) as this is may be the problem. 
  3. Check any timer on the room thermostat or boiler is timed to come on. Also check any temperature setting on the room thermostat is set high enough to switch the heating on. If you “Google” the make and model on your room thermostat it will explain how to do this


If you cannot resolve the problem please WhatsApp us on the House Maintenance Group ( please send photo of boiler and room thermostat as that may help).

One radiator in the house is not working

If one radiator in the house is not working 

A: If a radiator is warm at the bottom of the radiator but not at the top it will need bleeding most likely. Please see this video on how to bleed a radiator: https://youtu.be/c-0ABc6dAF8

To do it – it is quite simple but you will need a “radiator key”. There maybe one in the kitchen drawer. If you are happy doing it and if you need one let us know (leave it in the kitchen drawer after).

B: If a radiator is cold all over (the bottom as well as the top) it is likely the TRV valve is sticking. 
This video ( www.youtube.com/watch?v=phFW-IIsH54&t=44s  ) shows how to unstick a TRV valve (no tools required). 

C: If a radiator is leaking please put a pot under leak and let us know which one. 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 is classified as an emergency If at the weekend please try Gas Engineer James on 07948 501576 (quote living at Key10 Properties).

If you cannot resolve the problem please WhatsApp us on the House Maintenance Group ( please send photo if it will be helpful).

Keys - or Locked Out

Prevention – Locked out

Be careful not to lock yourself out of your room or house with your key inside, sometimes the doors can slam with the wind.

Spare set of room keys
Some houses the tenants will have a spare set of bedroom keys.

The idea behind the spare set of bedroom keys is that if you lose your key or accidently lock your key inside your room, you will have a spare key to open your room.

You can hide your spare key in the house or leave it with the others on the spare key tab. If you lose your key, please get another key cut, the cheapest place to get keys cut is “Pompey Hardware” on Fawcett Rd.  Location here

If you don’t have a spare key, we recommend you get a spare one cut at “Pompey Hardware” on Fawcett Rd.  Location here  –  The cost of a spare one is around £3 – £5 – this will save you potentially £130 plus a lot of hassle and possibly a night or two on a sofa.

If you have lost your key, replacement keys can be obtained at “Pompey Hardware” on Fawcett Rd.  Location here.

If you have lost your key & you need access DURING OFFICE HOURS (9am to 5pm Monday to Friday) we will be able to let you in.

If you have lost your key & you need accessOUTSIDE OFFICE HOURS  – Due to new Government Fee legislation we no longer provide a chargeable call out service for tenants locked out due to lost keys. Please be diligent and careful with your keys, ensure you obtain a second set and keep them safe with someone you trust. Should you become locked out of your property due to misadventure or accident (and have not kept an accessible spare set), please be advised that you will need to contact a locksmith and pay for their services. You must notify us of any locks that have been changed and provide us with 2 copies of any new keys within 24 hours of changing locks.

You will have to pay any costs if you have lost your key. In addition, spare keys will be required for all housemates (if a front door lock is changed), us and landlord (these will have to be paid for). 

A locksmith we would recommend is Eddie 07850 545901  www.ealocksmithsportsmouth.com . He can often pick the locks saving a new barrel and keys + does offer student discounts. 

If your lock is not working (please check you are using the correct key) and if it is out of hours please call Eddie 07850 545901 who is a locksmith www.ealocksmithsportsmouth.com or these Portsmouth 24hr locksmiths 02392 990070 (if they can not do it please Google another one who can).   If the lockout/call out is your fault you will have to pay for the cost.

If there is a problem with your lock (stiff/sticky/loose etc), let us know on the House WhatsApp Maintenance Group. If your lock is sticking let us know and we will use Graphite powder (shown) as this saves forcing a key and breaking it.

If you try to force entry and damage the lock/door/doorframe the cost of repair is likley to be higher than the cost of a locksmith which is why people use locksmiths (sometimes they can gain access without changing a lock).

Hoover

If your house has a Henry hoover or similar, please see this video: https://youtu.be/5xUtUp_k4eM that runs over common causes/problems that will help you fix the fault.

If you cannot resolve the problem please WhatsApp us on the House Maintenance Group ( please send photo if it will be helpful).

Problem in Bedroom

(Make sure you look through whole of list)

Bed / Mattress or other Furniture / Blinds / Curtains or Curtain Pole

If a problem, please WhatsApp us on the House Maintenance Group (please send photo if it will be helpful).

Mould

Please see this link for mould

Damp or Leak

Please see this link for damp or leak

Window

If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful) and let us know what room is yours.

Light

You are responsible for changing bulbs in your house.

Please see this video on how to change a bulb https://youtu.be/x2TVqB5del0 (make sure you have the same bulb type – most will be bayonet fittings). 

For other bulbs, they will need removing first before purchasing to make sure you have the correct type.

If you still have a problem, please WhatsApp us on the House Maintenance Group (please send photo if it will be helpful).

Plug Socket

Please don’t use if broken.
 
If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Smoke Alarm in Bedroom

See this link – Smoke Alarms

 

Door or door handle

If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Door Lock

TV connection point

  • These are now usually obsolete in the bedrooms as students use Broadband now.
  • If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Radiator

If one radiator in the house is not working see this link
 

Locked Out

If you are locked out see this link

Carpet or Flooring

If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Problem in en-suite in bedroom

Shower or bath

1: If your shower or bath is blocked, please see this video https://youtu.be/cIMRvox2O50 on how to clean and unblock which may well solve the problem.

2: If your shower head needs cleaning, please see this video on how to clean the shower head www.youtube.com/watch?v=bFqdgdKIero&t=5s 

3: If shower or bath leaking, please don’t use until the problem has been resolved. Please catch leak in bucket or similar if possible.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 is classified as an emergency. 

The leak may be from:
1: The pipes underneath the bath;
2: From the bath overflow (when you have a bath and it gets too full);
3: From loose tiles on the wall which allows water to run down beside the bath when you have a shower;
4: Cracks in the grout between the tiles;
5: Crack in sealant around bath;
6: From water coming down the side of bath or on floor when you have a shower.

If out of hours and an emergency please try Ben on 07722 364710.
Please see the section in this booklet for leaks.

If you still have a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Bathroom Sink Blocked

If your sink is blocked please see this video   https://youtu.be/ZMFBP6dX5fY    on how to clean and unblock.

If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Leak

If have a leak see this link

Toilet Blocked

If your toilet is blocked, please try the method in this video   https://youtu.be/0_d4-GmsKeM 

If this still does not work, please let us know (if all toilets in the house are blocked it may well be a blockage in the external drains (you can ask neighbours if they are having the same problem).

If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful). Let us know which toilet has the problem. Let us know if any other toilets in the house are also not working and if not if the neighbours have the same problem.

Toilet Flush

Please WhatsApp us on the House Maintenance Group (please send photo if it will be helpful).

Toilet seat

If your toilet seat is loose, this video may help you to fix it. https://www.youtube.com/watch?v=pKhUrrbTH4s

If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful). 

Extractor Fan

If your extract fan is not working please check the isolator switch is not switched off. 
Picture of an isolator switch is shown here. It is normally located outside the bathroom high up.

To clean dust from the extractor fan grid – switch isolation switch off and use hoover/old toothbrush to clean

Please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Shower screen

Shower screens can be prone to leaking at the base (seen here in the photo) – if so please let us know asap so we can fix the leak.

Please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Radiator

If one radiator in the house is not working see this link

Window

If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful) and let us know what room is yours.

Mould

Please see this link for mould

Light

Bathroom light

You are responsible for changing bulbs. Please see this video on how to change a bulb (make sure you have the same bulb type – most will be bayonet fittings).  https://youtu.be/x2TVqB5del0 

With bathroom lights this may not be so simple as they can be inside units. If you have a problem, let us know.

Please WhatsApp us on the House Maintenance Group (please send photo of the actual light as it will be helpful).

Door or door handle

If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Problem in the Lounge

Which part of the Lounge do you have a problem with
Sofa
If your sofa is the IKEA Klippan sofa (as shown) , they do have washable covers. The covers do come off and have Velcro at the bottom to hold on. 
You have to tuck the fabric into the back of the sofa. Wash on a gentle wash.

If have a problem please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Other furniture

If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Window

If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful) and let us know what room is yours.

Door or door handle

If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Carpet or Flooring

If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

TV

If TV is not switching on: 

  1. Please check power working in the socket. 
  2. Please check batteries in remote control are working. 
  3. You can Google the make of TV for instructions on how to use if have any other odd problem (like no sound).


If still have a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Radiator

If one radiator in the house is not working see this link

Smoke Alarm

Please see this link

Blinds/Curtains or Curtain Pole

If a problem, please WhatsApp us on the House Maintenance Group (please send photo if it will be helpful).

Light

You are responsible for changing bulbs in your house.

Please see this video on how to change a bulb https://youtu.be/x2TVqB5del0 (make sure you have the same bulb type – most will be bayonet fittings). 

For other bulbs, they will need removing first before purchasing to make sure you have the correct type.

If you still have a problem, please WhatsApp us on the House Maintenance Group (please send photo if it will be helpful).

Plug Socket

Please don’t use if broken.
 
If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Mould

Please see this link for mould

Damp or Leak

Please see this link for damp or leak

Problem in Kitchen

Kitchen sink

If the sink is blocked:

1: Check the open gully drain in your garden that the sink drains into is not blocked (to find it just follow the waste pipes to the open drain they go into outside). 
If the gully drain is blocked (it often gets blocked with leaves) – see this YouTube video on how to unblock it – www.youtube.com/watch?v=v65Z3hQJF5U  

2: If the gully drain is clear, and the sink is still blocked, see this video shown on how to unblock a sink easily  https://youtu.be/z13X3maPUAA.

3: If the sink is leaking from the waste pipes underneath, please put a pot under to catch any water and let us know.  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 is classified as an emergency. If out of hours and an emergency please try Ben on 07722 364710.
Please see the section in this booklet for leaks.

If still have a problem, please WhatsApp us on the House Maintenance Group (please send us photos as it will be helpful).

Taps

If you have a leak from the taps, please switch off the isolation valve (see this video https://youtu.be/DJ7gOkDqeG8 on how to do that).

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 is classified as an emergency. If out of hours and an emergency please try Ben on 07722 364710.
Please see the section in this booklet for leaks.

Please WhatsApp us on the House Maintenance Group (please send photos as it will be helpful).

Extractor

If the extractor fan is not working, please check the isolation switch is on (this should be close by – sometimes in kitchen cupboard).

If the extractor fan filter needs changing, see this video https://youtu.be/QXYj7t7AY60 (you can buy universal filter paper that you cut to size).

If still have a problem – Please WhatsApp us on the House Maintenance Group (please send photos as it will be helpful).

Oven

If the oven is not working:

1: Please check the oven clock is set (see this video  https://youtu.be/k_m1m7tf-5Q) – sometimes this can become un-set with a power cut/electric trip etc . The clock will need to be set for it to work.

2: If the oven does not switch on – please check the isolator switch is on (this should be located nearby possibly in a cupboard).

3: To clean oven well please Google the best methods.

If glass has broken. Please sweep up (it it safety glass and will break into small pieces like a car windshield)/ Let us know the make and model number (normally on a tag inside the door). Please don’t use as the door will get hot with just one sheet of glass.

If still have a problem please WhatsApp us on the House Maintenance Group (please send photos as it will be helpful).

Carbon Monoxide Detector

See this link – Carbon Monoxide Detector

Smoke Alarm

 
Please see this link

Kitchen Units/Tiles/Worktop/Floor

Please make sure you use a chopping board when cutting on the kitchen worktop.

If you have a problem please WhatsApp us on the House Maintenance Group (please send photos as it will be helpful).

Washing Machine

1: If the washing machine is full of water or the door does not open that means that it is not draining – the safety catch on the door operates automatically to stop the door being opened. Do not force the door as it will break the catch.
To solve this: 
Check the outside gully drain the washing machine flows into is not blocked (this is the open drain – it often gets blocked with leaves)- to find the gully drain follow the pipes from the washing machine and kitchen sink. If it is blocked, you will water on the surface of the drain. See this video on how to unblock it if needed www.youtube.com/watch?v=v65Z3hQJF5U .  

If the gully drain is not blocked then clean the filter – see this video on how to do it  https://youtu.be/1PNk28Wgm_o . Be VERY careful about water leaking onto the floor when doing this as a lot of water can come out of the machine. We can do this for you if needed.

2: If the washing machine is behaving temperamentally or smells, please try an empty wash running at 90 degrees with some washing machine cleaner (can buy this on-line). The machines often need a hot wash to clean the insides and sensors.

3: If the machine is leaking please don’t use and contact us.

4: If machine is making a bad noise – check it was not loaded oddly/unbalanced – if not don’t use further and let us know.

5: If not switching on – please check power is going to the socket

If still have a problem please WhatsApp us on the House Maintenance Group (please send photos as it will be helpful).

Light

You are responsible for changing bulbs in your house.

Please see this video on how to change a bulb https://youtu.be/x2TVqB5del0 (make sure you have the same bulb type – most will be bayonet fittings). 

For other bulbs, they will need removing first before purchasing to make sure you have the correct type.

If you still have a problem, please WhatsApp us on the House Maintenance Group (please send photo if it will be helpful).

Plug Socket

Please don’t use if broken.
 
If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Microwave, Kettle, Toaster

If the appliance is not switching on  – Please check the socket appliance is plugged into is working.

Please don’t use if item is not working.

If still have a problem – Please WhatsApp us on the House Maintenance Group (please send photos as it will be helpful).

Kitchen Worktop

When cutting on it:
Please use a chopping board as if it gets cut it will be damaged and deducted from deposit.

Mould

Please see this link for mould

Damp or Leak

Please see this link for damp or leak

Radiator

If one radiator in the house is not working see this link

Leak

If have a leak see this link

Fridge/Freezer

If the fridge/freezer is not working – please check the socket the appliance is plugged into is working. 
If the sockets downstairs are not working see the section in this house booklet titled “No lights or Electrical Power” as it will tell you how to fix the problem.

If the fridge or freezer not working please try switching it off for 5 mins and then switch back on again. 

If your freezer door is not shutting properly or you have too much ice in your freezer it will need defrosting. Please see this video on how to defrost freezer  https://youtu.be/8FUouFhF5Dg
If ice build up keeps happening the door seals may need replacing (please check the door seals are in good condition/clean and seal the door when shut.

If you cannot resolve the problem please WhatsApp us on the House Maintenance Group ( please send photo if it will be helpful). If freezer not working and at the weekend please try Ben on 07722 364710 (quote you are in one of Key10 Lettings houses) – he maybe able to have a look.

Fridge/Freezer

If the fridge/freezer is not working – please check the socket the appliance is plugged into is working. 
If the sockets downstairs are not working see the section in this house booklet titled “No lights or Electrical Power” as it will tell you how to fix the problem.

If the fridge or freezer not working please try switching it off for 5 mins and then switch back on again. 

If your freezer door is not shutting properly or you have too much ice in your freezer it will need defrosting. Please see this video on how to defrost freezer  https://youtu.be/8FUouFhF5Dg
If ice build up keeps happening the door seals may need replacing (please check the door seals are in good condition/clean and seal the door when shut.

If you cannot resolve the problem please WhatsApp us on the House Maintenance Group ( please send photo if it will be helpful). If freezer not working and at the weekend please try Ben on 07722 364710 (quote you are in one of Key10 Lettings houses) – he maybe able to have a look.

Problem in Bathroom

Which part of your Bathroom do you have a problem with? (make sure look through all of list)

Shower or bath

1: If your shower or bath is blocked, please see this video  https://youtu.be/cIMRvox2O50 on how to clean and unblock which may well solve the problem.

2: If your shower head needs cleaning, please see this video on how to clean the shower head www.youtube.com/watch?v=bFqdgdKIero&t=5s 

3: If shower or bath leaking, please don’t use until the problem has been resolved. Please catch leak in bucket or similar if possible.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 is classified as an emergency. 

The leak may be from:
1: The pipes underneath the bath;
2: From the bath overflow (when you have a bath and it gets too full);
3: From loose tiles on the wall which allows water to run down beside the bath when you have a shower;
4: Cracks in the grout between the tiles;
5: Crack in sealant around bath;
6: From water coming down the side of bath or on floor when you have a shower.

If out of hours and an emergency please try Ben on 07722 364710.
Please see the section in this booklet for leaks.

If you still have a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Taps

If you have a leak from the taps, please switch off the isolation valve (see this video  https://youtu.be/DJ7gOkDqeG8    on how to do that).

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 is classified as an emergency. If out of hours and an emergency please try Ben on 07722 364710.
Please see the section in this booklet for leaks.

Please WhatsApp us on the House Maintenance Group (please send photos as it will be helpful).

Bathroom Sink Blocked

If your sink is blocked please see this video   https://youtu.be/ZMFBP6dX5fY    on how to clean and unblock.

If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Toilet Blocked

If your toilet is blocked, please try the method in this video   https://youtu.be/0_d4-GmsKeM 

If this still does not work, please let us know (if all toilets in the house are blocked it may well be a blockage in the external drains (you can ask neighbours if they are having the same problem).

If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful). Let us know which toilet has the problem. Let us know if any other toilets in the house are also not working and if not if the neighbours have the same problem.

Toilet Flush

Please WhatsApp us on the House Maintenance Group ( please send photo if it will be helpful).

Cleaning Toilet

If you have a very grim toilet – we would suggest putting a pack of denture cleaning tablets (eg Steradent) in the bowl and leaving overnight

Extractor Fan

If your extract fan is not working please check the isolator switch is not switched off. 
Picture of an isolator switch is shown here. It is normally located outside the bathroom high up.

To clean dust from the extractor fan grid – switch isolation switch off and use hoover/old toothbrush to clean

Please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Leak

If have a leak see this link

Shower screen

Shower screens can be prone to leaking at the base (seen here in the photo)– if so please let us know asap so we can fix the leak.

Please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Radiator

If one radiator in the house is not working see this link

Window

If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful) and let us know what room is yours.

Mould

Please see this link for mould

Bathroom light

You are responsible for changing bulbs. Please see this video on how to change a bulb (make sure you have the same bulb type – most will be bayonet fittings).  https://youtu.be/x2TVqB5del0 

With bathroom lights this may not be so simple as they can be inside units. If you have a problem, let us know

Please WhatsApp us on the House Maintenance Group (please send photo of the actual light as it will be helpful).

Door or door handle

If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Problem in Hall

Please read all list

Damp or Leak

Please see this link for damp or leak

Leak

If have a leak see this link

Smoke Alarm

See this link –  Smoke Alarm 

Thermostat not working

If the heating is not working but hot water is working:

  1. Please check the heating switch on your boiler is switched on (most boilers have a switch for heating).
  2. Your model of thermostat may look a bit like the picture, or it may be a digital version. Please check the batteries are working in your room thermostat (likely location hall or lounge) as this is may be the problem. 
  3. Check any timer on the room thermostat or boiler is timed to come on. Also check any temperature setting on the room thermostat is set high enough to switch the heating on. If you “Google” the make and model on your room thermostat it will explain how to do this

If you cannot resolve the problem please WhatsApp us on the House Maintenance Group (please send photo of boiler and room thermostat as that may help).

Mould

Please see this link for mould

Radiator

If one radiator in the house is not working see this link

Window

If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful) and let us know what room is yours.

Problem in separate WC

Which part of your Bathroom do you have a problem with? (make sure look through all of list)

Shower or bath

1: If your shower or bath is blocked, please see this video https://youtu.be/cIMRvox2O50 on how to clean and unblock which may well solve the problem.

2: If your shower head needs cleaning, please see this video on how to clean the shower head www.youtube.com/watch?v=bFqdgdKIero&t=5s 

3: If shower or bath leaking, please don’t use until the problem has been resolved. Please catch leak in bucket or similar if possible.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 is classified as an emergency. If out of hours and an emergency please try Ben on 07722 364710.
Please see the section in this booklet for leaks.

If you still have a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Taps

If you have a leak from the taps, please switch off the isolation valve (see this video https://youtu.be/DJ7gOkDqeG8 on how to do that).

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 is classified as an emergency. If out of hours and an emergency please try Ben on 07722 364710.
Please see the section in this booklet for leaks.

Please WhatsApp us on the House Maintenance Group (please send photos as it will be helpful).

Bathroom Sink Blocked

If your sink is blocked please see this video https://youtu.be/ZMFBP6dX5fY on how to clean and unblock.

If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

 

Toilet Blocked

If your toilet is blocked, please try the method in this video   https://youtu.be/0_d4-GmsKeM 

If this still does not work, please let us know (if all toilets in the house are blocked it may well be a blockage in the external drains (you can ask neighbours if they are having the same problem).

If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful). Let us know which toilet has the problem. Let us know if any other toilets in the house are also not working and if not if the neighbours have the same problem.

Toilet Flush

Please WhatsApp us on the House Maintenance Group ( please send photo if it will be helpful).

Extractor Fan

If your extract fan is not working please check the isolator switch is not switched off. 
Picture of an isolator switch is shown here. It is normally located outside the bathroom high up.

To clean dust from the extractor fan grid – switch isolation switch off and use hoover/old toothbrush to clean

Please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Damp or Leak

Please see this link for damp or leak

Shower screen

Shower screens can be prone to leaking at the base (seen here in the photo)– if so please let us know asap so we can fix the leak.

Please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Radiator

If one radiator in the house is not working see this link.

Window

If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful) and let us know what room is yours.

Mould

Please see this link for mould

Bathroom light

You are responsible for changing bulbs. Please see this video on how to change a bulb (make sure you have the same bulb type – most will be bayonet fittings).  https://youtu.be/x2TVqB5del0 

With bathroom lights this may not be so simple as they can be inside units. If you have a problem, let us know

Please WhatsApp us on the House Maintenance Group (please send photo of the actual light as it will be helpful).

Door or door handle

If a problem, please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful).

Problem Outside of house

Please look down list for correct category

Fence or wall

Please don’t go close to any unsafe walls in case they topple over etc.

With walls/fences the landlord is normally responsible for one side of the garden fence or wall and the neighbour responsible for the other side. If you have a problem with fence or wall, email a few pictures of the whole fence/wall as it will help us determine whose fence/wall it is.

If you cannot resolve the problem please WhatsApp us on the House Maintenance Group (please send photo if it will be helpful)

Guttering or Downpipe

If water overflows from the gutter (the plastic outside where the wall meets the roof on the roof) then it will tip out splash up on the side of the house or run down the side of the wall. Leaking water from a gutter or down pipe (the pipe coming down from a gutter) can cause serious damage to the house as water will slowly leak through the brick wall and come through to the inside and you will get damp inside the house.

What to do:
If any of the gutters or down pipes leak when it rains, either from a joint or if water overflows from a gutter, please take photo and contact us.

It is best to get a good look at where the water is coming out of the guttering (or take photo) when it is raining so that you can tell the maintenance person exactly where the problem is, as it is sometimes difficult to see from the ground when it is not raining.

Please WhatsApp us on the House Maintenance Group (please send photo if it will be helpful).

If emergency (and out of hours) please try Ben on 07722 364710 (quote you are in one of Key10 Lettings houses). Please note: Tradesmen work office hours, if they get an emergency call out for an issue that is not an emergency and can wait until the next working day you maybe charged for the emergency call out as they will charge much higher rates.

Garden Furniture

Please WhatsApp us on the House Maintenance Group (please send photo if it will be helpful).

Washing Line

Please WhatsApp us on the House Maintenance Group (please send photo if it will be helpful).

Garden and forecourt

The front forecourt and back garden is your responsibility.

Front Forecourt
It is very important to keep this area clean and tidy, free of weeds out and show respect for your neighbours and the local community. It may not be all your litter/rubbish that ends up in the forecourt but please pick it up, as no one else will. You will be surprised how much your neighbours and people living in your road will appreciate it!

We do have a gardener come round from time to time to keep the garden under control. This is not a full gardening service but just to keep under control. You are free to add plants etc to the garden.

If have a problem – Please WhatsApp us on the House Maintenance Group (please send photo if it will be helpful).

Fire

If you have a fire. Call the Fire Brigade by dialling 112 or 999. Get everyone out safely. 

Please see this general Fire Safety video for University students –  Fire Safety Video

Afterwards there maybe water and smoke damage. We will help clean the property up and decorate.

For an emergency please try Ben on 07722 364710 (quote you are in one of Key10 Lettings houses). Please note: Tradesmen work office hours, if they get an emergency call out for an issue that is not an emergency and can wait until the next working day you maybe charged for the emergency call out as they will charge much higher rates.

In an emergency out of hours contact us on please try to contact us on 07822 010615  or 07457 404868

Smoke Alarms

1: Mains operated smoke alarms
The smoke alarms in the Hallways plus Lounge and the heat detector in the Kitchen are mains operated and interlinked. This means that when one of these goes off they all will go off. The green light on them shows mains power is connected.
The heat detector is in the kitchen rather than a smoke alarm to stop nuisance alarms when the toast burns or from cooking.

All mains alarms run from the mains power but also may have a battery backup. When the battery is low, it will beep and will need replacing. The replacement batteries needed are 9V batteries (there maybe some spare with your house – if you are comfortable changing yourself let us know and we can order some to your house).

Please see the video on how to change the battery https://youtu.be/eR-o5VNr9bk – if you find it hard please contact us. 
There are slightly different types but are all the same principle. 

Please test the alarm afterwards.

If the mains electric turns off, the alarm may beep for a bit and continue for a while after the electric goes back on. Also, if the power is disconnected for any reason the green light will go out and the alarm will beep – do call out maintenance person if the green light is off.

2: Battery operated smoke alarms in bedrooms
There are also individual battery smoke alarms in the Bedrooms (Occasionally the alarm in the bedroom will be a mains one). When they beep it means that the battery needs replacing. Smoke alarms in the bedrooms are usually not a requirement but just an additional safety backup. 

The replacement batteries needed are 9V batteries (there maybe some spare with your house – if you are comfortable changing yourself let us know and we can order some to your house). If you Google the make of smoke alarm it will give you instructions on how to fit battery (this video will help https://youtu.be/oCupAzoibAo) If you find it hard please contact us.

On some of these bedroom smoke alarms the battery cannot be replaced. Our maintenance man will need to replace the alarm.

If a smoke alarm is beeping in your room at night and affecting your sleep either: Take battery out and replace the battery straight away, or if the battery cannot be replaced, put it out of your room and let us know in the morning.

3: Testing alarms
All the smoke alarms can be tested by pushing and holding test button on alarm and this should be done monthly.

4: Magnetic Door Openers
Only one house has these (Lawson Rd) in the lounge. The door openers hold the fire doors open, when the smoke alarm goes off the magnetic door opener will release and the fire doors will shut.
If you want to shut the doors that are held open for any reason there is a button on the box behind the door that holds the door open – push that button and the door will release.

Mould

If the mould is similar to the one shown in this picture then the problem may be due to condensation (especially if your window has moisture on inside).  Small patches of mould can be wiped off, but please report larger patches or problems. 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 without adequate ventilation) then that is often the tenants responsibility. You should keep your property properly ventilated and heated (especially in colder months)

1: Black mould is normally caused by condensation. 
Please see this video: https://youtu.be/fk0H81Z0e2U  (not our company’s but a very good video) on how to reduce condensation and solve your mould problem.  We will have also sent you an email on Condensation and how to prevent it early in the year (If you don’t have please ask housemate or we can resend).

2: If you have mould and want to remove it, please see this video  www.youtube.com/watch?v=rKIL-5f53AI 

3: If your wall has a yellow or brown stain (like a tide mark) this is a sign that water maybe entering the property either through damp rising or a leak (roof/gutter/window seal). 
If you suspect you may have rising damp or a leak, please take a photo and let us know the exact location and we can have someone look at it.

The main actions that will prevent condensation are:

  • Open windows to ventilate property 
  • Have heating on
  • Don’t dry clothes in a room without opening window (try to use outside washing line)
  • Close door to bathroom after having shower and open bathroom window.


If you still have a problem, please WhatsApp us on the House Maintenance Group (please send photos as well). Please let us know the location

How to Prevent Condensation

Condensation can lead to mould and dampness, which can negatively affect your living conditions and health. By following these tips, you can maintain a comfortable and healthy environment in your home.

1. Ventilation:

Ensure that your windows are regularly opened to allow fresh air circulation. Even a few minutes a day can make a significant difference. Most double-glazed windows have a latch system that allows them to remain slightly open securely.
Use extractor fans in the kitchen and bathroom when cooking and showering.
Keep doors ajar to promote airflow throughout the property.

2. Heating:

Maintain a consistent, low-level heating in your house, particularly during cold weather. This helps to keep surfaces warm and reduce condensation. Avoid blocking radiators with furniture or clothes.

3. Moisture Sources:

Be mindful of indoor activities that produce moisture, such as drying clothes indoors. If you must, ensure the room is well-ventilated.
Use lids on pots and pans when cooking to reduce steam.

4. Condensation Control:

Wipe down windows and windowsills regularly to remove any moisture.
If you notice any mould or mildew, this house booklet  has information on how to deal with mould (up the page).

5. Communication:

Please let us know if you encounter any persistent condensation problems so that we can take appropriate measures to address them.

Remember that preventing condensation is not only about maintaining your living space but also about creating a comfortable and healthy environment for everyone

Damp or Leak

1: Please try to work out above where the water is coming from (bathroom/roof/gutter/window seal/chimney etc). See this picture of a roof leak/bath/shower leak.

2: If you have a roof leak or leak from bath or shower and water coming through, please place a bucket under the drips and do not use electrics if water is near to them. There is a section under bathrooms in this house booklet for leaks from bathroom.

3: If Black mould is an issue, this is normally caused by condensation. Please see video https://youtu.be/fk0H81Z0e2U (not our company’s but a very good video) on how to reduce condensation and solve your mould problem – There is also a section in this house booklet on Mould.

4: If you have mould and want to get rid of it, please see this video on how to remove mould www.youtube.com/watch?v=rKIL-5f53AI 

5: If your wall has a yellow or brown stain (like a tide mark) this is a sign that water maybe entering the property either damp rising or a leak. This water entering the property can make for damp conditions that cause mould, please take a photo and let us know the exact location and we can have someone look at it.

6: If it is raining hard and your roof is leaking, please put a bucket under any drips and move any furnishings out of the way of water, try to protect the floor. 
If out of hours: 1: Roofers will not be able to fix any leak on the roof while it is raining or dark 2: Roofers only work normal work hours we will contact a roofer first opportunity. If you have a roof leak and water is dripping in over the weekend please try to contact us on 07822 010615  or 07822 002879

Please WhatsApp us on the House Maintenance Group (please send photo as it will be helpful and let us know the room and the exact location of the leak).

Carbon Monoxide Detector

If it beeps occasionally, the batteries will need changing.

If it goes off – please open all doors and windows and turn all gas appliances off. Stand outside while fresh air comes inside property. Contact us and we will have gas engineer check appliances.  The alarms can go off for no reason if faulty/old.

Carbon Monoxide and Gas are different. If you have a gas leak it will smell and you must report gas (see this house booklet under “smell Gas ” section). 
Carbon Monoxide is generated by anything burning a fuel (Why you must switch these appliances off)

Please WhatsApp us on the House Maintenance Group (please send photos as it will be helpful).

Candles

Please no candles in a shared house because of the fire risk. This is important for you and your housemates safety.

Also we find with candles the residue and soot stains walls and rooms over time and you will become liable for the cost of redecoration. 

Care of Laminate Floor

If your house has laminate floor it must not get wet as it will absorb the water and break up.

Clean your laminate floor using a lightly damp mop (not wet) and generally avoid getting water on it.

Flat Roofs

There are flat roofs on some extensions at the houses. Please do not stand on these roofs as they are not designed for it. You are very likely to make a hole in the roof felt and create a leak. These are expensive and if caused by someone standing on the roof you will be liable for the cost.

Leak

Find out by looking for the source of the leak if the leak is coming from the water supply or the waste pipe.

If from the water supply – Turn off the water supply that leads to the appliance (see this video on how to do it https://youtu.be/DJ7gOkDqeG8    ) sometimes the valves may be plastic switches that turn on and off. 

If you cannot find an isolation valve and it is an emergency, please see this video on how to turn off the water supply to the whole house.  www.youtube.com/watch?v=RQuWukfIbRE  
(Portsmouth houses will all have an external stopcock outside the front door on the pavement)

If you have a leak from the plumbing under a sink/shower or bath – this could well be from the wastewater and you should not use the appliance until the leak has been fixed.

With any dripping water please use a bucket and do not use electrics that are close to any water. Move furniture out of the way and try to protect the floor. In worse case scenario the plaster board ceiling may come down so please don’t stay under it. 

If the leak cannot be contained and/or it is causing damage to the property it is classed as an emergency  – If emergency (and out of hours) please try Ben on 07722 364710 (quote you are in one of Key10 Lettings houses).

Please WhatsApp us details on the House Maintenance Group (please send photos as it will be helpful).

Radiator Not working

If one radiator in the house is not working 
 

A: If a radiator is warm at the bottom of the radiator but not at the top it will need bleeding most likely. Please see this video on how to bleed a radiator: https://youtu.be/c-0ABc6dAF8

To do it – it is quite simple but you will need a “radiator key”. There maybe one in the kitchen drawer. If you are happy doing it and if you need one let us know (leave it in the kitchen drawer after).

B: If a radiator is cold all over (the bottom as well as the top) it is likely the TRV valve is sticking. 
This video (www.youtube.com/watch?v=phFW-IIsH54&t=44s) shows how to unstick a TRV valve (no tools required). 

C: If a radiator is leaking please put a pot under leak and let us know which one. 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 is classified as an emergency If at the weekend please try Gas Engineer James on 07948 501576 (quote living at Key10 Properties).

If you cannot resolve the problem please WhatsApp us on the House Maintenance Group ( please send photo if it will be helpful).

Fire Blanket

There is a fire blanket in the kitchen. Please note the position of it and do not obstruct it. The fire blanket is a safety device designed to extinguish small fires that may start in the kitchen. It consists of a sheet of fire retardant material, which is placed over the fire in order to smother it.

A pan fire is most likely common fire in student houses. Please use the fire blanket to put out this type of fire. BE CAREFUL: do not leave your pan unattended. Please don’t be the person to set the house alight. 

Blocked Gully Drain

The gully drain can get blocked if rice and fat/oil etc get washed down the sink, or if leaves and dirt get washed into the drain. You will be able to tell if this drain is blocked if water overflows from it when you run water down the sink or washing machine etc.
In worse cases you can get a smelly “pond” in back garden.

It can cause the sink or bath (if downstairs) to drain poorly or washing machine to not drain properly,


If it is blocked, then you must try to unblock yourselves by clearing it of rubbish (rice/leaves etc) as you are responsible for this (see below).


If the gully drain is blocked (it often gets blocked with leaves) – see this YouTube video on how to unblock it   –   www.youtube.com/watch?v=v65Z3hQJF5U 

Tip: As a preventative measure regularly check and make sure the grate in the gully drain is clear of leaves/rice etc and try not to wash a lot or rice/fat down the sink.

 

Useful Numbers

Here are some of our tradespersons numbers.

In an emergency it is fine to contact them directly. Please make sure it is a true emergency and can not wait until the next working day otherwise you may have to pay for the call out charge. Please Say you are living in a “Key10 Lettings” house

Electrician  – Stuart – 07985212766

Plumber – Jamie – 07568151295 or Pompey Plumb Ltd 07498 964 660 in an emergency

Gas Engineer and emergency plumber – James  – 07948501576

Eddie – Locksmith – 07850545901  He can often pick the locks saving a new barrel and keys + does offer student discounts. 

or Lockforce Portsmouth – Lee 07841 449 582 – they will board a broken window if needed out of hours.

Roofer – Brian – 07881971971