Gas safety and servicing

Gas safety

We have a legal responsibility to make sure tenants are living in safe properties - especially for homes with gas central heating and other gas appliances.

What to do if gas appliances are not working properly

Turn them off immediately and open doors and windows for ventilation.

If you can smell gas, or think you have a gas leak, then first you should ring the Gas Emergency Service free of charge on 0800 111999.

Contact our Housing Repairs Service and let them know what is happening.

Gas servicing

As your landlord, we are legally required to service the gas appliances in your home annually.

Appliances that aren't maintained properly can start to produce carbon monoxide - which is odourless, colourless and tasteless.

Carbon monoxide kills - because it coats the lungs, stopping your body from absorbing oxygen. 

The annual gas service is therefore for your own safety and this is why it is important that you are at home for you gas safety check.

Service appointments

Sure Maintenance Limited undertake solid fuel repairs and annual gas servicing on behalf of us.

Our gas service contractor will write to you with a proposed appointment date - and a free-phone number to contact them to confirm or change the date.

You'll get your letter around 10 days before the proposed appointment.

If our service contractors fail to gain access, a calling card will be left with another proposed date.

Because the check is a legal requirement, and because carbon monoxide poisoning is deadly, we always take tenants to court if they do not allow us access to carry out the service.

During the servicing

The annual gas servicing to your appliances will be carried out in accordance with manufacturers instructions. The engineer needs to be aware of all gas appliances in the property.

A visual check of any gas cooking appliance that is owned by you has to be carried out by law. If the contractor finds a problem with your cooker, or any other gas appliance you own, they have a legal obligation to disconnect that appliance for your own safety.

While we appreciate this could be extremely inconvenient for you, there is nothing we can do about this. You also need to know we aren't responsible for any repairs to gas appliances you own that may have had to be disconnected.

The engineer will leave you with a copy of the gas safety certificate to keep for future reference.

Report a Repair

To report a breakdown or arrange an annual service contact Sure Maintenance 24-hour helpdesk.  The contact details for which are:

By free phone:  0800 803 0041

By email:             nwldc@suregroup.co.uk                    

The contract does not include plumbing work such as hot and cold water systems (including taps), bathroom suites, WCs and kitchen sinks.  A schematic diagram is available via the link below to help explain where the responsibilities of Sure Maintenance under the 3-Star service starts and ends. 

Plumbing work not covered by this contract should be directed to the responsive repairs service via normal lines of communication as follows:

Call our Customer Services Team on 01530 454635. Normal office hours:

Monday, Tuesday, Wednesday and Friday: 8:45am to 5pm.    

Thursday: 9:30am to 5pm

To report a repair outside of these hours, please contact 01530 454789.

Bogus callers

All of our workers, contractors, and officials carry identity cards which they will always show to any resident before entering their homes.

Cards have a telephone number to contact us - so you can confirm the employee is genuine.

Utility companies and other organisations also operate similar identity card or password systems.

If you have any doubt about the identity of anyone calling at you home, then call us or your local police straight away. DON'T LET ANYONE IN - if we're genuine, we won't mind, whatever the weather.