Winter has arrived… Tenants, are you ready?

Published by
December 11, 2017 11:32 am

Brrrr…Winter has arrived! the tedious chore of de-icing the car we all know it’s here.

Colder months’ can present potential risks in your home, which could lead to costly future problems. However, taking some time now to check your home can help with unexpected costs and help ease you through a stress-free winter.

  • If your property is likely to be unoccupied over the Christmas period, taking precautions can help;
  • Setting lights on timers. Light can be a deterrent to thieves, timers can be purchased for a small cost from many DIY stores.
  • Expensive items on display are an easy target for thieves ensure these are out of view.
  • If you have an alarm present and working ensure its set, however deterrents such as ‘fake’ alarm boxes (visible from the outside) are also often used.
  • Ensure that the locking mechanisms on your doors are adequate and secure.
  • It’s also worth checking if there are any neighbourhood watch groups operating in the area, joining them either online or in person can often keep you abreast of issues. If you trust a neighbour advise them of any long periods you anticipate being away over the festive season and ensure they have our contact details.


Anticipating future issues now by reporting those means they may be checked out well in advance. So, if the boiler is making a wheezing noise or the washing machine is clanking, report this to your property maintenance team and we will ask your landlord to have it checked out now.

Please refresh your memory on important aspects of your property such as your fire escape plan, we also recommend you re-familiarise yourself with things like the location of stopcocks, basic boiler operation, and so on. We recommend tenants periodically turn the heating on (using the timer system if one is available) if you go away over Christmas, in order to ensure that pipes don’t freeze.

We strive to ensure our tenants know where the fuse box and stop tap is and that they know how to turn off the gas. If you are unsure about any of these please contact your local office and we will be happy to help,

Another great way to warm up a property is to bleed the radiators. This releases any trapped air, allowing hot water to fill every part of the radiator and warm the property more efficiently. You may wish to purchase some radiator keys; a guide to bleeding the radiators is available in branch and online. Further information on how to keep warm over winter can be found here

As well as prepared as you can be for what could go wrong over the winter months we recognise instances occur out of your control.

Reporting issues and response times

We recommend that any repairs and maintenance are reported directly to ourselves so that we can act appropriately and keep a record. This can be done over the phone or via email to our property management team on:

0345 241 2026

Once you report an issue to our team we will give you advance and guidance on how it will be dealt with on a case by case basis. We are often able to appoint an appropriate tradesperson (on the authority of your landlord), obtain quotes (where relevant) and organise repairs and access with yourselves (we may also have key holding responsibility).

As the managing agent, we are here to provide advice and support to yourself and the landlord, we are however not always able to authorise repairs without your landlord consent (except under extreme circumstances).

On occasions, your landlord may have a homecare cover or may require works to be quoted for by different contractors (often in insurance related cases) and this can delay a repair. Repairs may also be delayed when a contractor is waiting on parts. If this is the case we will notify you as soon as possible. Our priority is always to ensure repairs are carried out quickly with little disruption to your tenancy.

We aim to attend to general maintenance issues and resolve them within 5 working days (where possible)


If your landlord is on a fully managed package you are able to use our Emergency Response Hotline outside of normal working hours

0345 241 2026

Please note we only class an emergency as the following:

A Gas Leak/Smell of Gas:  You need to call Transco on 0845 835 1111

They will turn off the supply and Miller Metcalfe will send an engineer to re asses as soon as possible normally within 12/24 hours.

A FULL Power Cut:  You need to call Electricity North West 0800 195 4141

  1. Check the fuse box and flip any upturned fuses
  2. Check with neighbours to see if it is a local issue
  3. Call ENW they advise if there are any cuts in the area.
  4. Miller Metcalfe will send an engineer to re asses as soon as possible normally within 12/24 hours.

A Burst Pipe/Water Leak: You need to call United Utilities on 0345 672 3723

  1. Check where the leak maybe coming from
  2. If its raining and its from the roof , it is likely a roofer will not be able to attend in bad weather or in non-daylight hours.
  3. You are advised to use a bucket to minimise damage and not use the room until it has been assessed by Miller Metcalfe, this can take upto 24 hours weather depending.
  4. If its from an overflowing bath or washer, we will send an engineer to re asses as soon as possible normally within 12/24 hours.
  5. Burst Pipe/Leak – the leak should be ‘gushing’, an engineer may take upto 5 hours to attend.
  6. If it is a burst pipe we ask that you to turn off the boiler, turn on the kitchen taps hot and cold (to drain the system, as it is system water that is leaking in) and fill the kettle and any other items you may have to store water that you can use within the night/or until an engineer attends.In general, we will send an engineer to re asses as soon as possible normally within 5 to 12 hours.

Getting Jobs Done

Your landlord may choose to ask their own workman to attend and arrange the work direct this is out of the control of Miller Metcalfe’s timescales however we will keep in contact with yourself and the landlord to sure it is dealt with speedily. Note that Miller Metcalfe will only use appropriately qualified tradesmen, who are relevantly insured and who are members of appropriate associations such as GAS SAFE.

If a workman attends you may wish to check what membership of the body gives and check there Identity by asking for appropriate ID cards. Note that Miller Metcalfe will always give you the name and company details of the contractor attending.


Contact Us

If you have any questions please feel free to email us on or call into your local branch.


View our Christmas Opening Hours Here


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