Getting Started

  • What do I do if plunging doesn't work?

    • Make sure you’ve got rid of as much water as you can
    • Place a bowl underneath the pipe that goes from the plug hole (this is called the waste trap) and unscrew the joints to remove the trap
    • Clean thoroughly and replace the trap, checking that the seals are in place and that all joints are screwed tightly

  • What is damp and what causes it?

    • As we’ve said before on these pages, damp and condensation look similar but are two different things with very different causes (also have a look at the condensation pages for information and advice). How to tell the difference between damp and condensation. There are two types of damp:
    • Penetrating damp – this is where water gets into the inside walls from the outside. This is usually caused by problems with pipes, gutters, holes in roofs and leaks in window frames.
    • Rising damp: this can be because there’s a problem with the building’s damp proof course (DPC) or damp proof membrane (DPM). It can also be caused by the outside ground levels being high.
    • If you think your home has a problem with damp, please call our customer service line team on 020 8221 4000. If your home is newly built it could be damp because water used during the construction (in plaster, for example) is still drying out. If your home is damp it can cause mould on your walls and furniture and rot wooden window frames.Damp homes encourage mites and can sometimes increase the risk of breathing problems. When we visit we can tell you if your problems are caused by damp from the outside or because of condensation. Most problems we deal with are caused by condensations and, the good thing is, in most cases, you can do things to ease the problem. You can see more advice here too.

  • What do I do if the overflow is leaking?

  • How do I avoid a blocked toilet?

    • Air fresheners and toilet cleaners that attach to the rim of the toilet pan should be fastened securely to make sure they don’t fall off
    • Only flush away things designed to go down the toilet
    • Put things like disposable nappies and sanitary towels in a bin
    • If you’ve got young children in the house, put the lid down on the toilet when it’s not being used
    • If we have to send someone out to unblock the toilet and it’s blocked because of things like nappies, toys and air fresheners, you may be charged for the work

  • How do I clear a blocked toilet?

    • If the toilet pan is already full, remove most of the water with a jug or an old mug into a bucket or bowl
    • Push the toilet brush or plunger to the bottom of the pan and pump up and down hard about 10 times
    • This creates a vacuum and pressure, which may shift the blockage
    • Check by flushing the toilet to see whether the blockage has gone
    • You may need to repeat the plunging and then flushing several times before the toilet flushes normally
    • Do not use plungers with a metal disk. These can chip or crack the toilet bowl

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