Here’s some advice on the basics of looking after your home in winter. We’ll be here when you need help from us and we’ll aim to respond as quickly as possible.

And if you need advice on the following, please call us on 0344 800 3800

• Servicing your heating appliances – heating appliances are serviced every year, but if you have missed your appointment then let us know and we can arrange another visit.
• Locating your stopcock – make sure you know where your stopcock is located and that it’s working. If you need advice on how to locate your stopcock, Bernicia can help.
• Testing your smoke alarm – it’s vital to regularly check that your smoke alarm is in working order. If you need help testing your smoke alarm, give Bernicia a call.

For advice on clearing snow and ice from footpaths and pavements yourself, please follow ‘the snow code’ at www.gov.uk/clear-snow-road-path-cycleway

Frozen pipes

• Turn the water off at the stopcock
• Thaw along the pipe, starting from the end nearest the tap
• Put hot water bottles or a thick cloth soaked in hot water over the frozen pipe or use an electric hair dryer at its lowest setting to thaw the pipes.

Burst pipes

IMAGE TBC

• Turn off the stopcock by turning it clockwise
• Try and block the escaping water with towels or other thick cloths
• Turn off your central heating, immersion heater and any other water heating systems. If the central heating uses solid fuel, let the fire die out.
• Once you have shut down your water heating, turn on all your taps to drain down the system, flushing your toilet will also help
• If water leaks near anything electrical, switch off the mains electricity immediately. If the mains switch is wet, don’t touch it as you risk electrocution!
• Warn your neighbours in case it affects them
• Don’t forget to turn off your taps once the problem is fixed.
• Call Bernicia on 0344 800 3800

Finding and checking stopcocks

The stopcock is a valve for turning off and on the cold water supply to your home. They’re usually found in your kitchen, below the kitchen sink or in the ground floor bathroom. It’s important that you know where the stopcock is and that you check it’s working.

Turn the stopcock in a clockwise direction to shut the water supply off. You can turn the water supply back on by turning the stopcock in an anti-clockwise direction.

How do I check it?

• Run the cold water tap in your kitchen and turn the stopcock in a clockwise direction to check if the cold water turns off
• If you find it difficult to turn or it isn’t working, call us 0344 800 3800
• If you cannot find the stopcock you can call us and make an appointment for a maintenance officer to visit your home and show you where it is.

Condensing boilers

Frozen condensate pipes are a common problem in winter months. Here’s a short guide to help you thaw your frozen gas boiler condensate waste pipe in a safe and easy way.

The condensate drainage pipe is a plastic pipe (typically grey or white in colour) coming from the bottom of your boiler. It is likely that this pipe is frozen if:

• Outside temperatures have been below freezing for some time
• The condensate pipe runs through the wall and outside the property for part of its length, typically discharging into a gulley drain
• The boiler has previously been working satisfactorily.

If the pipe freezes you should report this.

Condensation

Condensation occurs mainly during cold weather, it appears on cold surfaces and in places where there is little movement of air. Generally it occurs in corners, on or near windows, in or behind wardrobes and cupboards.

Produce less moisture

• Cover pans and do not leave kettles boiling
• Dry washing outdoors on a line, or put it in the bathroom with the door closed and the window open
• Do not dry clothes on a radiator
• Vent any tumble dryer on the outside, unless it is the self condensing type.

Do not block permanent ventilators.

For more information, please refer to our leaflet:

‘Damp, mould and condensation’.

Ventilate to remove moisture:

• Keep a small window ajar or a trickle ventilator open when someone is in the room
• Ventilate kitchens and bathrooms when in use by opening the windows wider. Or better still, use a humidistat controlled electric fan
• Close the kitchen and bathroom doors when these rooms are in use, even if your kitchen or bathroom has an extractor fan
• Wipe away moisture if it settles

Leaving your property during winter

If you are away this winter, you should keep your central heating on at a low level and leave the loft hatch open slightly to allow warm air to circulate in the loft space. If you require assistance to drain down your heating system/turn off your water supply, please call us on 0344 800 3800 and we will arrange this for you. We’ll need 7-10 days notice of this and you must tell us when you’ll be returning so that we can make arrangements to refill your system.

You must not light your central heating boiler before your system is refilled.

If you expect low temperatures while you are away, pour some salt into the toilet pan and other waste pipes to stop the water from freezing. Do not forget to make arrangements for emergency access to your home before your leave. If you are going away for an extended period, you should provide us with a contact number and an address of a key holder to your property. Ask someone to check your home regularly while you are away.

If you have any concerns about a property that you think may be empty that we don’t know about, please call us immediately. Unprotected properties in severe weather can cause damage to other homes through frozen pipes and bursts.

Home insurance

We strongly recommend you obtain insurance for damage to furniture and fittings, personal possessions and redecoration. Bernicia does not insure your belongings and has no responsibility to assist in drying out or replacing your furniture etc.

Bernicia tenants have access to the SIMPLE Tenants Home Contents Insurance Scheme. This offers an easy, low cost way for tenants to protect their household effects. Call 0344 800 3800 for more information. Do it before it’s too late.