Emergencies

At Moovahome, we understand that emergencies don’t always happen on week days between 8am-5pm when our office is full of staff!

Please check out the following guides for fixing any issues that you might be experiencing with your Electricity, Gas / Heating or Water Supply.

I have an issue with…

Electricity

TROUBLESHOOTING STEPS

STEP 1

If you have a pre-pay meter, is there money on the meter?

NO. Please top up the meter.

YES. Please go to Step 2.

STEP 2

Go to your fuse box. Are all the switches up and facing the same way?

NO. If not, it means one has tripped. This is usually caused by an appliance such as an Iron, Toaster, Kettle, Charger, Straighteners etc. Please unplug everything, then put the switch back on. Please try appliances one at a time. If one trips the fuse box then the appliance is faulty, please do not use it. You can watch the video to learn how to reset your fuse box.

YES. Your fuse box hasn’t tripped, please check with neighbours if they have the same issue. It is likely that there might be outages in the local area, try checking on Google or Social Media to see if there is a localised issue.

VIDEO: How to reset your fuse box.

Gas / Heating

TROUBLESHOOTING STEPS

STEP 1

Do you have Electricity?

NO. Your Boiler requires an electrical supply. Follow these troubleshooting steps.

YES. Please go to Step 2.

STEP 2

Do you have a Gas Hob?

NO. Please go to Step 4.

YES. Please go to Step 3.

STEP 3

If you turn this on can you smell Gas?

NO. Please switch the Hob off and contact us .

YES. Please switch the Hob off and go to Step 4.

STEP 4

Is your Boiler on?

NO. Your Boiler requires an electrical supply. Follow these troubleshooting steps.

Try pressing the RESET Button.

Try turning up your thermostat higher than the current room temperature.

Try replacing the batteries if you have a remote thermostat.

Please check for any fault codes and note these down or take a picture of them as we will need this information.

If you are unable to get the boiler to switch on, please contact us.

YES. If your boiler is on, with no fault codes but you are experiencing heating issues it is possible that your system needs pressurising.

Please follow the steps below depending on the manufacturer of your boiler.

Pressurise Your Boiler

Ideally the pressure should be between 1-2. If this is low this can easily be raised by turning the appropriate key / handle.

DO NOT OVER PRESSURISE!

VIDEO: How to pressurise a Worcester Bosch Boiler.
VIDEO: How to pressurise a Glow-worm Boiler.
VIDEO: How to pressurise a Vaillant Boiler.

Water

TROUBLESHOOTING STEPS

STEP 1

Do you have a water leak?

NO. Please go to Step 2.

YES. Turn the water off at the stopcock, clockwise turn. This is usually located under the kitchen sink or sometimes in a downstairs cloakroom.

If you cannot do this, put a bowl/bucket under the leak to try and minimalise damage.

Try to establish where the leak is coming from e.g Boiler, Radiator, Ceiling and contact us immediately.

STEP 2

Do you have a loss of water supply?

NO. Please contact us if your issue isn’t described here.

YES. Check that the water is on at the stopcock, anti-clockwise turn.

Check with Thames Water to see if there are any outages or known problems in the area.

Check with neighbours to see if they have an issue.

If you have been unable to resolve your issue please contact us.

VIDEO: How to find and use your outside stop tap.

Further Assistance

If you have been unable to resolve the issue using the steps above, please contact our team.

During Office Hours

(Monday to Friday 8am-5.30pm and Saturday 9am-1pm)

Out of Hours