Here you will be able to find out more about our Gas Servicing and Repairs service and report any issues you have with your heating or hot water systems.
- If there is a problem with the gas services in my home, such as my boiler, who do I report it to?
Once I've reported a gas repair, how long will it be before an engineer arrives to check it?
Heating and hot water failures:
Between 1 October and 1 May
- Priority breakdown for residents over the age of 65 or with young children up to the age of five years – contractor to attend within three hours and resolve the problem within 24 hours (subject to availability of any parts ordered).
- Breakdown for all other residents – same day attendance by the contractor and problem to be resolved within 24 hours (subject to availability of any parts ordered).
Hot water failures only (unless the property has an immersion heater):
Between 2 May to 30 September
- Priority breakdown for residents over the age of 65 or with infant children up to the age two years – contractor to attend within three hours and resolve the issue within 24 hours (subject to availability of any parts ordered).
- Breakdown for all other residents – same day attendance and problem to be resolved within 24 hours (subject to availability of any parts ordered).
Heating failures or properties with an immersion heater:
Between 2 May and 30 September
Breakdown – contractor to attend the next working day.
Where the contractor cannot fix the problem because parts need to be ordered, we’ll provide residents with temporary heaters between 1 October and 1 May. Residents will be kept informed of progress regarding parts on order.
Who is responsible for ensuring all the gas appliances in my home are safe?
Rosebery is responsible for your safety when it comes to gas services we provide in your home. You are responsible for providing access to your home for us to carry out these safety checks. For more information about these inspections, response times and the service standards we will maintain, please view our Gas Servicing Policy.Gas Servicing Policy
How often do you check the gas appliances in my home?
We arrange for a safety inspection to be carried out by T Brown every 12 months to all properties with gas pipe work or gas appliances, to check they are safe to use. We will contact you two months in advance to make an appointment to visit your home. You will need to allow us in so we can undertake maintenance or safety checks on gas appliances.
What if I cannot make my appointment?
Please contact T Brown on 0800 0939 447 or 0208 786 1241 (from a mobile) to rearrange the visit.
What happens if I'm not home when a gas engineer visits?
If our contractors find that you’re not in during an appointment, they will leave a calling card and then contact you to make a second appointment. If the date of the new appointment is then not convenient, please contact T Brown directly. It’s the law that we need to carry out these inspections, so if you do not let us in you’ll be in breach of your tenancy agreement – and as a result, we may have to take legal action against you.
How can I be sure that the gas appliances are safe?
After the yearly gas service has been completed, the engineer will record the inspection and this gas safety certificate will be posted to you within 28 days. If there are any break downs in between the service visits, please report them directly to T Brown.
Can I install gas appliances, such as a gas cooker, to my home?
If you decide to install your own gas cooker, you must get permission in writing from us first and ensure that it’s installed by a Gas Safe registered engineer. You do not need our permission to fit a gas cooker, but it must be fitted by a Gas Safe registered engineer. Find an engineer here.
Will you check the gas appliances that I've installed?
An engineer will carry out a visual check of any gas appliances installed by you, but they only test those that Rosebery are responsible for. You must ensure that they are regularly maintained and checked by a Gas Safe registered engineer at least every 12 months. If you’re unsure about the safety of any gas equipment, it should be turned off and not used until it’s been checked.
What should I do if I smell gas or think I have a gas leak?
You should immediately contact the National Grid Gas emergency hotline on 0800 111 999. Other steps you should take include:
- keeping everyone in your household away from the affected area;
- opening all windows and doors to ventilate;
- turning off the gas supply at the meter;
- refraining from turning on any electrical lighting;
- putting out any cigarettes or naked flames and refraining from smoking and lighting matches.
Are there any other useful tips for keeping safe in my home?
You should familiarise yourself with your gas meter so you know how to turn it off in an emergency. If there are young children or elderly people in your home then it’s best to use a fireguard.
- paint or adapt any gas fire/boiler case or smoke alarm;
- tamper with internal boiler controls;
- block any vents;
- dry clothes on or around the fire/boiler;
- sleep in a room which has a gas fire or back boiler unit installed unless you have suitable Co2 (carbon monoxide) detectors fitted.
Do you have a Gas Policy?
Yes – we do. You can download a copy of our Gas Policy below:Gas Servicing Policy