Urgent tenant guidance

Boiler stopped working?

Do not remove the boiler casing or attempt repairs. If you smell gas or a carbon monoxide alarm sounds, get safe and follow the relevant emergency guide immediately.

Urgent? Call, don’t wait for an email.

For fire or immediate danger to life, call 999. For managed-property repairs, call Tenant Link on (023) 8036 6555 and follow the answerphone when the office is closed.

Call 999 Call Tenant Link

Simple checks before reporting

If there is no gas smell, alarm, leak or other danger, check that the home has gas and electricity available, using meter/supply information rather than testing by lighting appliances. Check the thermostat settings and batteries if applicable, the timer and any visible error code. A power cut or disconnection may have changed the timer or other saved settings. Restore user settings according to the manual; smart controls may need re-pairing with connected devices. Photograph the visible error code and note the make/model without opening the casing.

Reset only according to your model’s manual

After a power interruption, a boiler may need a reset. Models differ: some have a reset button, others use a dial or another user control. Find the correct user manual online via the manufacturer, or contact its technical helpline. Only use a reset accessible to the user and explicitly described in that manual. Do not remove panels or reach behind the appliance. The original Tenant Link guide gives generic “hold for 10 seconds” and “wait 2–3 minutes” instructions; these are not universal and must not replace the model’s instructions. If it fails or locks out again, stop and request a qualified engineer (Gas Safe registered for gas work).

Worcester Bosch: boiler lockout and model-specific resets

When a boiler failure needs urgent help

If the issue can safely wait, call the office on the next working day or prepare and send a maintenance email. The original guide says to seek emergency help if it is early in the weekend, a bank holiday, you have children, someone is vulnerable, or the boiler has a leak you cannot contain. Explain these circumstances, whether heating, hot water or both are affected, and any cold-weather or health risk; do not assume that a vulnerable household can wait. If your landlord uses Tenant Link for tenant-find or rent collection only, contact your landlord to arrange repairs. If your property is fully managed and you pay rent to Tenant Link, call (023) 8036 6555; when the office is closed, follow the instructions on the answerphone. The original water-leak and boiler guides also publish 0120 2045 101 as an emergency helpline. Its current routing has not been independently confirmed. Use (023) 8036 6555 and follow the answerphone for Tenant Link’s current out-of-hours instructions; do not wait for an online response for urgent help.

Prepare a non-emergency repair email Gas emergency advice Carbon monoxide alarm guidance Water-leak guidance Published Tenant Link boiler guide

Need a person?(023) 8036 6555 lettings@tenantlink.co.uk