During the winter months, you may experience some issues with frozen pipes and boiler issues which may impact in loss of hot water and heating.
We can provide some basic checks before determining whether there is a problem. If your problem persists, you must report the issue to Liberty and not through the council housing online service.
How to defrost your frozen condensate pipes
If it’s very cold outside your condensate pipe may be frozen. A condensate pipe is the pipe that runs out of the wall at the boiler and into the drain. Not everybody has one of these so don’t worry if you don’t see one.
Only follow the steps below if you do have a condensate pipe that sits at ground level:
- Pour hot water (not boiling water) over the end of the pipe where it is frozen using a suitable container like a watering can.
- Alternatively, hold a hot water bottle or a heat wrap around the condensate pipe.
- Once the pipe has thawed you should reset your boiler by holding in the reset button for 10 seconds and wait for the boiler to re-fire.
- Watch a demonstration on how to defrost a condensate pipe (external link).
Heating and hot water issues
My heating isn't working and I have a system boiler (with cylinder in airing cupboard)
Carry out these basic checks before determining whether there is a problem:
- Check the spur switch is turned on. This is the socket on the wall which powers your boiler and can sometimes be knocked off accidentally.
- Check the timer is in the on position, turn it to 'constant' position or override. Find help on how to override the timer on your thermostat.
- Check the thermostat on the front of the boiler is turned up.
If the heating is still not working then follow these next steps:
- If the boiler does not fire up, try turning up your room thermostat.
- If the boiler either has a red or orange light locked on, you will need to reset the boiler.
- Check all the radiators, if some are not working then you may need to vent/bleed them.
If your boiler still has not fired up please report the issue to Liberty.
My hot water isn't working and I have a system boiler (with cylinder in airing cupboard)
Carry out these basic checks before determining whether there is a problem:
- Check your timer and ensure it is switched to constant.
- Check the thermostat on the front of the boiler is turned up.
If your boiler has fired up, it will take up to 2 hours for the hot water to come through. If your boiler hasn't fired up and you still have no hot water then try resetting your boiler.
If this has not fixed the issue, you will need to report it to Liberty. When you speak to Liberty, please let them know if you have an immersion or not as it is easy to get the two confused.
My heating isn't working and I have a combi-boiler
Carry out these basic checks before determining whether there is a problem:
- Check the spur switch is turned on. This is the socket on the wall which powers your boiler and can sometimes be knocked off accidentally.
- Check your timer and ensure it is switched to constant.
- Check the thermostat on the front of the boiler is turned up.
If the heating is still not working then follow these next steps:
- Check all the radiators, if some are not working then you may need to vent/bleed them.
- If the boiler either has a red or orange light locked on, you will need to reset the boiler.
If your boiler still has not fired up please report the issue to Liberty.
My hot water isn't working and I have a combi-boiler
Carry out these basic checks before determining whether there is a problem:
- Check the spur switch is turned on. This is the socket on the wall which powers your boiler and can sometimes be knocked off accidentally.
- If you turn on the hot tap, your boiler should fire up.
- If the boiler either has a red or orange light locked on, you will need to reset the boiler.
If your boiler has not fired up and there is no hot water please report the issue to Liberty.
How to reset your boiler
For Vaillant appliance
The reset button is located on the boiler's display and will likely show a flame with a line crossed through it. You will only need to press the reset button for three seconds before the boiler resets and the display screen should change.
For Potterton Slimline
Make sure your heating is turned ON at the programmer, and the room thermostat is turned up high. Find and press the reset button underneath the appliance.
My boiler isn't working and I have a pre-payment or billed meter
If you have a pre-payment meter, please ensure there is credit on it first. If the boiler is not working, you will need to reset your meter. To do this, turn off any appliances and then insert your gas card. The meter will display which says ‘if appliances off press button A’.
The meter will now show ‘HOLD for gas’. Hold down the red A button for around 10 seconds. The screen should now say ‘release for gas’.
You can now let go of the button. Your meter should go on straight away. You may have to reset your boiler once the gas is back on.
Reporting issues to Liberty
If your issues have not been resolved after following the steps above, you must report it to Liberty.
If you have another appliance that is a solid fuel or air-source heat pump that is having issues please contact Liberty.
For any other issues in your home you can find further helpful tips and video tutorials on Liberty's Customer Hub webpage (external link).
If you have a newly installed boiler
For any issues around newly installed boilers, you must contact PH Jones on 0333 24059.