Tenant Information Guide
Main Office
Tel: 07700 000 000
Fax: 0151 431 1945
Open Monday to Friday
Email: i n f o @ l u x o r - e s t a t e s . c o m
Website: w w w . l u x o r - e s t a t e s . c o m
Maintenance Team
Tel: 07736 588 280
[email protected]
Office Hours 9:00 – 17:30
(for out of hours emergency please leave a voicemail or text message if
you initially do not receive a reply and we will endeavour to call you back)
To rent a Property from us you ideally must:
Be aged 18 or over
Have good credit record (no CCJs, IVAs or bankruptcy)
Earn at least 3 times the monthly rent
Provide a Guarantor who is resident in the UK, has good credit record and income of at least 3 times the
monthly rent
Checklist Before Moving In
Provide the following paperwork:
√ your ID (passport or driver’s licence) and ID of any guarantor,
√ signed tenancy agreement by all parties,
√ signed guarantor agreement (if required),
√ deposit in full and full first month’s rent in cleared funds,
√ salary slip and/or national insurance card,
√ proof of current address (utility bill or bank statement) and this applies to any guarantor,
√ completed direct debit or standing order mandate addressed to your bank manager,
√ ensure you have put in place adequate insurance to cover accidental damage to our possessions including
carpets, white goods and furniture where applicable
Provide the following payments:
√ a holding fee paid for the property paid within one week of application
√ the cost of undertaking a credit referencing search
If you are entitled to housing benefits we require the following in addition to the above:
√ housing benefit reference,
√ date of claim and evidence of award
√ signed letter addressed to housing department requesting payments to be made directly to us
√ completed direct debit or standing order mandate addressed to your bank manager for any shortfall in
housing benefit award and the amount of rent
√ you must have a guarantor, preferably a parent or guardian, who is over the age of 25 years of age, a
home owner, a permanent UK resident and in permanent full-time employment
Please ensure all of the above is provided within the deadlines given in order to avoid
disappointment with your application
You should not decide to rent a property than is a greater size than your specific needs require due
to the "bedroom tax". Your claim for housing benefits will be assessed under the Benefit
Regulations and therefore you should not base your claim on your existing circumstances. The
property can be assessed by the Rent Office to ensure that the property is suitable for your
circumstances and needs.
You will need our express consent to keep pets at the property and we may require you to enter into a
separate agreement and provide an additional deposit.
Once You have the Keys and have Moved In
Luxor Estates is an organisation dedicated to assisting tenants to live in an economically efficient
and environmentally friendly way:
Turn the heating down;
Washing Machine: Always put full loads in the washing machine and at 30 degrees instead of full
Turn lights off when you leave a room
Maintenance & Repairs
If you require any maintenance or repairs to be undertaken that are our responsibility under the tenancy
agreement then you must inform us using the contact details provided above.
Access: Our maintenance team will require open access to your property in order to carry out the repairs as
quickly and efficiently as possible. We will use our set of keys if we cannot obtain suitable access. Please bear
with us if the repairs require further parts to be ordered or the repairs stem from further identified faults.
Emergencies: You must only use the number provided above if the repair is a genuine emergency. If the you
use the number inappropriately you will be charged as we deem appropriate in our absolute discretion.
Condensation: If there are signs of condensation this can be controlled by following simple steps:
√ Dry clothes outside if possible. If not then make sure the room is well ventilated and the windows open. Do
not leave the clothes for extended period of times and obviously if you leave the property remember to secure
the property by closing the windows.
√ Keep the property well maintained and clear and tidy to ensure appropriate air circulation.
√ Keep kitchen and bathroom doors closed when cooking and washing.
√ If there is any sign of condensation wipe down the affected area immediately with a bleached cloth and open
the window slightly in the affected room.
√ Open doors to ventilate cupboards and wardrobes and do not overfill them.
√ Use extractor fans if applicable and ensure and wall and window vents are always open.
√ Keep your home well ventilated to allow moist air to escape and fresh air to be sucked in.
Please note that if the above guidance is not followed and condensation occurs you will be charged.
This is important if you live in a terraced property or basement flat. For further clarity please see
the information at the end of this guidance.
Fire Alarms & Equipment: Please contact our maintenance team for any fire alarm problems or activations,
and if you have used a fire extinguisher or fire blanket. Do not attempt to reset any fire alarm system and do
not block any communal areas or fire escape routes. You will be charged and reprimanded for any misuse of
fire fighting equipment. For further guidance please see the information to the end of this guide.
Clean & Tidy: Please keep the property clean and tidy at all times.
DIY: You will be responsible for normal day to day living tasks and repairs such as changing light bulbs,
maintaining fixtures and fittings and cleaning and maintaining any white goods in the appropriate manner. If
you have a dishwasher or washing machine at your property you will be responsible for the repair and
maintenance of the equipment should you choose to use the same. Carry out regular Maintenance Washes,
with Soda Crystals, to keep your washing machine clean and in good running order. Defrost your freezer
compartment regularly. Excessive ice build-up will prevent your freezer from working properly and may break
the door/flap. If you have a kitchen waste disposal unit make sure you run water down it regularly. To keep it
from seizing up.
Pest Control: If you find unwelcomed visitors please contact our Maintenance Team. However please note
such infestation and pests are only attracted to unclean and dirty properties so please keep your home clean
and tidy. It is your responsibility to carry our pest control. Traps and bait can be bought from some
supermarkets, or DIY stores. Alternatively, we can provide you with a name of a professional pest control
company who you may wish to instruct.
Mice are one of the most common types of pest in London and it can be very difficult to exclude them from
properties, particularly conversion flats and terraced houses, as there are so many points of entry. It is
generally said that a mouse can enter through a hole about the diameter of a biro pen (about 6mm). To lessen
the likelihood of mice in your property you should ensure that:
Food is stored in sealed containers and put away in cupboards/on shelves.
Food crumbs are cleaned away immediately.
Waste is kept in closed bins and removed from the property regularly for local authority waste
collection services to remove.
Washing Machine: To keep your washing machine in good running order, you should carry out a
“maintenance wash” once a month, to dissolve any mould or soap scum build up in the machine (see
“Maintenance Washes”).
You should ensure that the door to the machine is wiped down after washers, and left open when not in use, to
allow the machine to dry out between uses. This will help prevent the formation of black mould.
The tray should be cleaned on a regular basis to prevent build-up of fabric softener and detergent. Warm water
should also be poured into the draw to dissolve any build-up of powder.
Be sure not to overload the machine as this prevents the clothes from properly circulating in the wash. If the
machine starts to move more than usual it is likely to be because large bulky items, such as towels, become
heavy when wet, which then causes the machine to become unbalanced.
Many common problems, such as the machine not draining properly, or not completing cycles, are caused by
foreign objects blocking the pump; make sure you empty all pockets before putting the clothes in the machine.
Removing Mould: Black mould can form on the door seal, particularly if you don’t allow the machine to dry
out between washers, or you don’t carry out maintenance washes.
Don’t forget that most seals have a complex shape and you will need to part the inner and outer parts to get to
the large grooves, where mould can form, and foreign objects can lodge.
Follow with a maintenance wash.
Maintenance Washes: These should be carried out once a month to keep your machine in clean working
order. They should also be carried out if you find that mould is forming in your machine, or the machine starts
to smell damp. Do not put any clothes in the machine. Fill the soap dispenser with soda crystals, not normal
Soda Crystals can be purchased very cheaply from most supermarkets and are a very useful cleaning product
and water softener. If you are running a maintenance wash because of mould build up then a small amount
can be put directly in the drum also.
Set your machine to its hottest wash and allow it to complete the empty cycle.
Pump Failure : Many problems, such as the machine not draining properly, or stopping part way through a
cycle, are caused by foreign objects finding their way into the pump area. This sometimes happens with small
socks or colour catchers, but you should ensure that collar stiffeners and other small loose objects are
removed from clothes before washing.
Please note that if an object of this sort damages the machine, you would be responsible for the cost of
fixing/replacing the machine.
Drain Blockages: Most blockages are caused by build-up of foreign objects; such as food, grease or hair. You
should make every effort to avoid these going down the sink, and hair traps can be bought from most home
stores very cheaply. If a blockage is caused by your misuse in this way, you are likely to be held liable for the
full cost of clearing the blockage.
Trouble Shooting
My electric oven has stopped working:
You may have accidentally re-set the timer. Check and re-set your clock to “auto” or “manual”. Please check
the instructions manual.
If there is no power at all, check your fuse box to be sure that the circuit hasn’t been broken. (See “Checking
your fuse box”).
My Fridge isn’t draining and my food is getting wet:
The drainage outlet is probably blocked. Take a strong stick that does not snap easily, and try to clear out the
drainage hole located at the back inside the fridge.
My washing machine is not draining, or has stopped mid cycle.
Your pump filter is probably blocked, call your Landlord. Please note that if a foreign objects is found in the
pump area and seen to damage the machine, you will be responsible for the cost of fixing/replacing the
My sink is draining slowly/not draining at all:
This is likely to be caused by build-up of food and limescale.
My dishwasher isn’t washing my crockery properly:
You may need to replace your rinse aid or dishwasher salt. Both can be bought from supermarkets and are
easily topped up. Check your appliance manual for further info.
My central heating isn’t working properly.
Have you checked that the thermostat isn’t set too low and that the timer is set correctly on the boiler? (Please
refer to instructions manual”)
Hot Water Tanks
The chances are that you might have a stand-alone Hot Water Tank if you have a older style heating boiler,
use electric main heating in your property, or utilise large amounts of water, for example several bathrooms or
a large property. Hot Water Tanks are the traditional way of storing hot water for use in a domestic property.
In fact it was only comparatively recently that Combination Boilers came into the market which have largely
taken away the need for a separate Hot Water Tank by providing hot water on demand through the boiler
system. Of course there may still be a Hot Water Cylinder if there is demand for a large amount of hot water. If
present, the majority of Hot Water Tanks can be broken up into two common types.
Direct Acting
Direct acting Hot Water Tanks, also known as Immersion Tanks, utilise electricity to heat the water within the
tank by using a heating element, in a similar way to how a kettle functions. Tanks which have one heating
element, which is normally towards the bottom of the cylinder, are known as Single Immersions. If there are
two heating elements, one towards the bottom and one towards the top, then this is known as a Dual
Immersion. Dual Immersions are regarded as more energy efficient than Single Immersions as the two
elements heats the water quicker than a Single Immersion will.
Indirect Acting
Indirect Acting Hot Water Tanks are cylinders that store the hot water that is produced and warmed by an
actual boiler. It is not unusual for an Indirect Acting cylinder to still have a heating element fitted, such as a
Single Immersion, but this is normally only for use in emergencies or when the main heating system is not
Modern Hot Water Tanks are fitted with a thermostat. These control the maximum temperature that the hot
water in the tank can reach. Utilising this correctly for your needs can save money and energy as the water
won’t have to be over heated. If you don’t have a thermostat on your hot water cylinder you must
ensure it is switched off when not in use as this can cause catastrophic damage to the property not
to mention a health and safety hazard. If damage is caused resulting from such an omission you
will be responsible for the cost of the damage caused which can be costly.
The majority of all Hot Water Tanks will have some kind of Programmer or Time Clock. When you have a Hot
Water Tank you have to anticipate in advance when you will need hot water so that the tank is ready in
time for your demand. A Programmer or Time Clock will help to set the times that you need the hot
water available for. There is no point in heating hot water when you don’t need it or are not even in the
building. Why pay for something you aren’t using?
It is important to ensure that your Hot Water Tank is effectively insulated. The insulation on the tank helps the
water stay warm for longer and prevents heat loss. This means you don’t have to heat the hot water for as
long or as often to get the level of hot water you want.
There are three basic types of Tank insulation. There is loose jacket insulation which is fitted to a basic copper
tank. This insulation is normally fibrous held in a red plastic cover. The recommended average thickness for
this insulation is 80mm or about three inches.
There is spray foam insulation which is coated over the tank at the factory. This is normally open at pipe
junctures where pipes enter and leave the tank. Because this is not loose and is tight fitting to the Tank the
recommended depth is 38mm. If the insulation is below this level an additional jacket of insulation can be
Finally there are factory sealed units. These are generally more modern units that have been factory sealed to
be more efficient and normally meet the recommended levels of insulation.
Knowing what Hot Water System you have is important, but knowing how to use it efficiently and effectively
will save you money annually. If you are unsure as to how to operate your heating system please ask!
Conventional Boilers
A conventional condensing boiler system may have two water tanks in the loft and a cylinder in the airing
cupboard. The boiler heats the cylinder and radiators in your house
Combi Boilers
A combi (or combination) boiler is an ingenious space-saving idea, and an increasingly popular choice in UK
homes. In fact, combis now account for well over half of all the new domestic boilers installed in Britain every
A combi boiler is both a high-efficiency water heater and a central heating boiler, combined (hence the name)
within one compact unit. Therefore, no separate hot water cylinder is required, offering space saving within the
Combination, or combi boilers are economical to run and give you the benefit of always having hot water. They
heat water direct from the mains so there’s no waiting for a cylinder to heat up.
Further benefits of a combi boiler includes hot water being delivered through your taps or shower at mains
pressure. So you can enjoy powerful showering without the need for a pump.
Electric Storage Heaters
If your home isn't on the gas grid, you could use electricity to heat it, as nearly every household in the UK has
access to the electricity grid. But electrical heating can be expensive.
The most cost-effective form of electric central heating uses night storage heaters. These heaters use
electricity supplied at a cheaper ‘night-time’ rate to heat up special heat-retaining bricks. These bricks then
heat your home around the clock using the heat stored in the bricks.
Night storage heaters give out heat slowly and are designed to keep warm for the whole of the following day.
Cheap-rate electricity can also be used to provide hot water via an immersion heater in your hot water tank.
Economy 7 and Economy 10
If your home has night storage heaters, you'll usually power these using a special electricity tariff that offers
cheaper rates of electricity at night. Electricity tariffs that provide cheap-rate electricity are usually known as
Economy 7, as they give you seven hours of cheaper electricity overnight. Economy 10 works in a similar way
and gives you an extra three hours of cheap electricity – usually in the middle of the afternoon.
Basic storage heaters have an input switch, and an output switch, called heat boost on some models.
The position of the input switch may be changed to reflect how cold the next day is predicted to be. The input
switch is normally thermostatic, cutting off the charge when the room reaches a certain temperature
overnight. The exact setting needed will depend on the size of the storage heater, the desired room
temperature during the day, the number of hours that this needs to be maintained, and the room's rate of heat
loss under a given set of circumstances. Some experimenting may be needed to find the relationship between
forecast outside temperature and best input setting for a particular room. Most storage heater users follow
simpler guidelines; for example, in the middle of winter, it is often appropriate to turn the input switch to its
maximum setting. There is no need to touch the input switch on a daily basis if the same sort of weather
prevails for weeks at a time. There is no need to touch the input switch during the day, as storage heaters only
use electricity at night.
The output switch may require attention throughout the day. Before going to bed, the operator should switch
the output to its minimum setting. This keeps as much heat in the bricks as possible. Enough will leak out into
the room to make it warm in the morning. Only in exceptionally cold circumstances will the operator require
output overnight. The operator may wish to slowly increase the output switch during the day to try and
maintain the temperature in the house. Increasing the output will allow the heat to convect out of the heater.
If the house is empty during the day, the output should be left at a minimum all day and then switched up
when returning to the house in order to let more heat escape.
Many storage heaters also have a mechanically-controlled automatic output switch. In this case, if the manual
output switch is not set to minimum overnight, the damper will automatically close (as if the output switch had
been set to minimum), and then the damper will re-open after a time delay; this time delay is measured by the
gradual drop in the heater's core temperature, and is therefore longer if the core temperature started higher
due to more charge. The delay can also be biased by the output switch's setting. Some output switches that
are set up this way are marked "early" and "late" as well as "closed" and "open"; the minimum "closed" setting
corresponds with "early" and the maximum "open" setting corresponds with "late". These output switches can
be controlled manually by ensuring they are closed at night and opened when desired, or they can be left to
automatic operation by not closing at night
The following table gives the recommended settings but, as a general rule, we recommend you keep the output
setting on low so your heat release lasts until the evening when you’re most likely to be in the property and it
is cooler outside.
WINTER SETTING - Input pointing to 7 and Output pointing to 3
SPRING/AUTUMN SETTING - Input to 4.5 and Output to 2
If you have storage heaters, these heat up during cheap electricity hours (Economy 10: 0.00–05:00, 13:00–
16:00, 20:00‐22:00) and then steadily release the heat. It is important to set the controls to reflect the
termperature outside and the times that you are in the property to save money and keep your property at an o
ptimum temperature.
Good Neighbour/Anti-Social Behaviour
It is important that you are respectful and enjoy a good relationship with your neighbour, remember when you
are away from your home your neighbour is your eyes and ears! Whoever they are please be mindful of their
Please avoid activities that cause disturbance such as playing loud music, parties at anytime especially late at
night, vandalism, rubbish, and offensive and drunken behaviour. If you are subject to such activities please
contact the local council and the relevant authorities. You may also wish to consult a local solicitor.
We will in conjunction with the Police and the local Council investigate any types of anti-social behaviour such
as alcohol and drug abuse, racism, noise, neighbour disputes, intimidation and harassment, violence,
discrimination, vandalism and graffiti to our properties.
Anti-Social Behaviour is "acting in a manner that caused or is likely to cause harassment, alarm or distress o
one or more people not of the same household" and that as "behaviour that unreasonably interferes with other
people's rights to use their home and community" as defined in the Crime and Disorder Act 1998.
Refuse & Waste Collection
In order for your waste to be removed you must:
ensure the bins are out before 6:45am with the handle facing the road;
move the bins to the kerbside or for the terraced houses move the bins to the nearest end of the
passageway or alley
The collection dates vary depending on the postcode of the property. Please view the bin calendars as
displayed on Liverpool City Council website and at
If post is delivered to your property that is not addressed to you please place it back in the post stating on the
envelope “Return to Sender no longer at this address”.
If you receive any post addressed to any other person or company please send it to our office or contact us to
arrange collection.
If you live in a property split into flats where we have agreed to pay your council tax or water bills please place
such bills/correspondence in the wallet provided in the communal area and contact us to arrange for it to be
picked up.
Rents Arrears Policy
We are dedicated to providing the best possible service to our customers with clear and transparent tenancy
agreements, payment fees and schedules.
You must read your tenancy carefully as it is important.
If you experience financial difficulty during your stay with us please do not suffer in silence and visit your
liaison officer.
Your rent payment method must be set up in advance of your tenancy starting and this will help you to avoid
late payment charges. We have provided both standing order mandate and direct debit form for your ease of
If you fall behind in paying your rent without discussing this with us and agreeing a suitable payment plan (at
our absolute discretion) then the following policy is in place:
All late payments will incur an interest charge of 6% above Lloyds Bank plc base rate.
If we have to attend the property to collect the rent there will be an administration charge of £25.00.
If any payment is dishonoured there will be an administration charge of £25.00.
The tenant must pay to the landlord an administration fee of £25.00 for each letter sent to the tenant
in respect of the late payment and any other amount due from the tenant
We take arrears of rent and late payment very seriously.
We understand we all have bills to pay and financial struggles but you are fully aware on the day you sign the
tenancy your obligations to pay the level of rent agreed on the agreed dates.
If required you should curb your lifestyle and spending but DO NOT be behind in paying your rent whatsoever.
If you cannot pay on time for any reason you must inform us immediately in advance of the due date. If you
are having financial difficulties please ensure you speak to us as soon as possible.
It is important to keep your property secure at all times especially during the holiday period or when you may
be away from your home. It will help to follow these simple tips:
Lock all doors and at all times and close your windows when you are out;
Ensure any rear gates are closed and locked and wheelie bins are secure;
Make sure house and car keys are kept out of sight along with any valuables;
Report any incidents or suspicious behaviour directly to the police;
Take special measure to ensure your property is secure if you are away and if you are planning on
going on holiday or taking extended time away from your home inform your neighbours.
Services & Utilities
Bills-Exclusive Properties – You are responsible for paying all utility bills and you should provide your
contact details and details of your tenancy agreement to all utility providers as soon as you move into your
property, as well as the council tax department. This is your responsibility and if you fail to do so and we are
contacted by such bodies we shall provide them with your details and will charge you for such work.
You will see a list of all contact details for various utility suppliers later on in this guide. You are responsible for
dealing with new prepayment keys and cards if applicable and ensuring any previous debt is wiped from the
Bills-Inclusive Properties - If you are renting a property from us where it is stated that your rent includes
your bills then your utility bills are paid by us, this often relates to properties let on a room basis. A fair usage
limit applies to electricity usage of 5 units per day per person per day. If you receive any correspondence from
utility providers you must provide them to us to avoid any potential issues with your connections. You must
also adhere to guidance provided by our Maintenance Team to avoid exceeding your daily allowance which you
will be responsible for paying.
The End of Your Tenancy – Moving Out
If you wish to renew your tenancy agreement when your term expires please contact us as early as possible
during your current tenancy. We may contact you prior to termination of your tenancy to see whether you wish
to renew. If you have been a good tenant we will more than likely renew your tenancy.
Moving Out Date – This is the date stated in your tenancy agreement. It is normal practice for us to offer
only 6 month term tenancy agreements. For example if your tenancy agreement commences on 1 st January it
will expire on 30th June of the same year. You will need to vacate the property by midday on the day of
departure at the latest or you will be charged.
Clean the Property – The property must be cleaned throughout including any communal areas. This includes
floors, appliances, windows, removing marks of walls and filling any holes, defrosting the fridge/freezer,
disposing of food, bedding and rubbish. This list is not exhaustive and you should refer to the obligations set
out in the tenancy agreement. Please remove all personal belongings from the property and any
yards/gardens. We recommend that you stagger your rubbish disposal over a period of a few weeks to avoid
rubbish bags not fitting into the bins as you will be charged for their removal. You should also hire a skip at
your own cost (and obtaining any relevant consents for its use if required) to dispose of any large items. Again
if you fail to do so this will be charged to you. The property should be in the condition it was at the start of the
tenancy as evidenced in the inventory.
Return Keys – On the day of departure you must ensure that we are at the property at the agreed time to
walk the property to ensure your obligations have been complied with, to take meter readings and to hand
over all keys to the property.
Utilities – Please ensure you notify the utility companies of you departure and provide us with evidence that
your utility bills are paid up to the tenancy end date and meter readings taken on your last day.
Post - Please contact the Local Post Office to ensure that your post is re-directed as we will not be responsible
for ensuring your post reaches you at your new address. We will simply state return any post to the sender
stating no longer at this address.
Deposit – The deposit is refundable at the end of your tenancy once the property is vacated an inspection
carried out. Please complete a deposit release form which you can obtain from us. This will need to be
completed before we can consider releasing your deposit to you. Release of your property is subject to the rent
being paid in full, any charges incurred paid, utility bills paid in full and all keys returned. You will need to
exercise a degree of patience whilst we process your release of deposit application if successful. Simply
because you have paid a deposit does not negate you from carrying out your obligations.
Your Obligations - Remember we have your personal details and those of your guarantor. If you leave
without notice we will be able to trace you and our in-house legal team will pursue you to recover all losses
and claims.
The following are suggestions of what to do in case of an emergency situation.:
In case of fire, dial 999
Get everyone out and do not go back for any reason
Close all doors and windows
Warn your neighbours if any of them might be in danger
If you live in a block of flats set off the communal fire alarm.
Open the doors and windows to get rid of the gas
Check to see if the gas has been left on unlit, of the pilot light has gone out. If so, turn the appliance
off, and do not try to relight it until all smell of gas has been cleared from the property.
If the leak cannot be stopped by turning off an appliance, or you are uncertain whether it has been
stopped, phone the gas emergency service immediately: National Grid 0800 111 999.
Do not turn electrical switches on or off
Do not use door bell
Do not smoke
Do not use matches or naked flames
Call the office, if our office is closed, use the emergency number.
If neighbours are also affected, call your electricity company (check your electricity bill for the number).
Check your fuse box to see if a switch has tripped or a fuse blown.
If none of the above applies and the problem persists, call us. If our office is closed, use the emergency
Useful Contacts
Luxor Estates Management:
Maghull Business Centre, 1 Liverpool Road, Merseyside, L31 2HB
Tel: 07700 000 000
Email: [email protected]
Luxor Estates Maintenance
Tel: 07736 588 280
Email: [email protected]
NHS: Call 111 if it is not an emergency
Police: Call 101 if it is not an emergency
Merseyside Police: 0151 709 6010
It is your responsibility to inform all relevant utility suppliers of your new address.
If you are unsure who supplies your gas or electric please ring:
MPAS to find out who supplies your electric on 0845 026 2554
National Grid to find out who supplies your gas on 0870 608 1524
If you have a gas emergency please contact National Grid on 0800 111 999
United Utilities 01925 237 000
EON Electricity Customer Service 03453 033 040
EON Gas Customer Service 03453008144
and useful information can be found at
EDF Energy 0113 820 7117
and useful guidance can be found at
NPower 0330 100 3000
and useful guidance can be found at
British Gas Electricity Key Enquiries 0800 048 0303
and useful guidance can be found at
Scottish Power 03452700700
and useful guidance can be found at
Southern Electric Electricity 0800 980 0414
Southern Electric Gas 0800 980 0427
and useful guidance can be found at
You can top up your electricity key and gas card at your local PayPoint.
To find your local PayPoint please visit
or call 0800 096 9000.
Frequently asked questions can be viewed at
Liverpool Housing Benefit Department
Tel: 0151 233 3009
Email: [email protected]
Sefton Housing Benefit Department
Tel: 0845 140 0845
Email: [email protected]
Call 0151 233 3016 to make an appointment to discuss housing benefits
One Stop Litherland, 108 Sefton Road Litherland Merseyside L21 9HQ
Tel: 0151 792 7056
One Stop Wavertree Picton Road Wavertree Liverpool Merseyside L15 4LP
Tel: 0151 233 3000
One Stop Merseyside 4 Dale Street Liverpool Merseyside L2 4UT
Tel: 0151 792 4918
One Stop Liverpool Prescot Street Liverpool Merseyside L7 8UL
Tel: 0151 792 7285
One Stop Bootle 324 Stanley Road Bootle L20 3ET
Tel: 0845 140 0845
Condensation & Cold Weather
Damp or Condensation
Winter time and the cold weather can result in signs of condensation inside your house. This is quite common,
even in new property. The first signs are usually the appearance of black mould spots and a musty smell in the
coldest parts of your house – usually in the bedrooms and bathrooms.
If your property has been free from these signs in the warm summer months, then it is
unlikely to be a damp problem created by defects in the property – condensation is the most
likely cause.
What is Condensation?
Condensation is a process where moisture (steam) in the air inside your house is condensing-out into water
droplets on cold surfaces. This is most noticeable on hard surfaces like glass or tiles, where pools of water may
appear on window sills. With soft surfaces like wallpaper, carpets, bedding and clothes you will not notice the
water, but it will be absorbed into these items making them cold and damp and over time resulting in mould.
What causes Condensation?
There are three main causes of condensation in a house:
1) Rooms that are too cold and inadequately heated, creating lots of cold surfaces.
2) The production of too much steam from cooking, washing, showering, clothes drying
etc – all result in moisture laden warm air which will rise to the highest and usually
the coldest part of the house where condensation takes place.
3) Inadequate ventilation of the steam produced at source, which keeps it all in the
sealed envelope of the house.
Modern houses with double glazing and draft proofing are effectively hermetically sealed
boxes, with little or no venting of excess moisture where it is produced, for example a
bathroom shower or a cooker.
How can I prevent Condensation and Mould?
You can do a lot to prevent condensation in your home.
1) Maintain a minimum temperature in all your rooms especially bedrooms and
bathrooms – temperatures should not be allowed to fall below about 18c. If you are
out all day leave some heating on to keep the house warm – it costs less to maintain
the temperature than to warm-up from cold and it’s much more comfortable.
2) Minimise the amount of steam you produce when cooking and washing and always
vent this to the outside, for example by opening a window or using the cooker
extractor fan. Always confine steam to the room it is produced in by keeping internal
doors closed.
3) Avoid drying wet clothes on radiators and try to keep them out by leaving them in a
porch, utility or garage. Make sure clothes dryers have an external vent.
4) Wipe down on a regular basis all windows affected by condensation and if any mould has formed, clean it
too using a wash of diluted bleach, or an appropriate product from supermarket or DIY shop.
5) Clean baths, sinks, shower heads, and taps regularly to avoid Lime scale as there will be a standard charge
of £80 for us to remove the lime scale.
6) Outside gullies should be kept clear of leaves and other debris so that water drains away easily. This is a
tenant’s responsibility and if blocked gullies cause leaks or damage to the property, you will be liable for costs.
This applies mainly to the Basement flats and houses.
7) Cover pans and turn down the heat when boiling; switch off boiling kettles; and dry clothes outside, or in a
well-ventilated room.
8) Open a bathroom or kitchen window to let steam escape (or use an extractor fan), and open windows for a
while each day to change the air in your property.
9) Wipe down anywhere moisture settles.
Measures such as these will cure most problems with condensation and mould. However, if the property has
become very cold and damp over a long period it may take some time to dry everything out thoroughly with
good heating so that surfaces are no longer cold and damp. If you are still having problems you should speak
to us.
Cold Weather
You should be aware of the risks of bust water and heating pipes in cold
Winters can be very cold and temperatures can drop well below freezing.
A burst pipe can wreak havoc in your home and to its contents. The result is water cascading though
a building bringing down ceilings and causing thousands of pounds’ worth of damage to the contents
Every winter hundreds tenants learn this lesson the hard way, but all this can be avoided by taking a
few simple precautions:
Always maintain at least a low level of heat in the property throughout the day and night. This is
especially important if the property is to be left empty for several days, perhaps over a
Christmas holiday period.
Make sure that you are aware of the location of stop taps and that they are easy to shut-off in
case of an emergency.
Make sure your boiler frost thermostat is working which means the heating will come on
automatically in the night when the temperature approaches freezing.
Check waste pipes and heating boiler overflow pipes for icing up – this will stop your boiler
working just when you need it most.
Report any minor leaks or dripping taps.
Dealing with an Emergency
If the worst happens and you have a burst:
turn off the stop tap and open all sink taps to drain off as much water as possible.
If the heating system is affected, find the system drain and /or bleed values and drain down,
releasing the system pressure as quickly as possible.
Locate any leaks and catch leaking water in containers whilst temporarily lagging the leaking
Please be aware that our insurance policy and your tenancy agreement states that the insurers
should be informed if the property is to be left empty for more than 14 days.
In an emergency or if you have any questions please call our Maintenance Team on 07736 588 280.
 Test your alarm once a week
 Change the battery once a year, if you need help
call us
 Do not remove the alarm or batteries
 If necessary and safe to do so use the fire safety
equipment we have provided
 If the alarm is broken tell us IMMEDIATELY
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