Burst pipes and boiler breakdown

Prevent your pipes from freezing and bursting

Pipes can freeze when it gets very cold and in some cases burst, causing flooding and damage to homes. Fortunately, there are some simple things you can do to stop pipes freezing.

Find the stoptap and check the pipes

Find out where your stoptap is located. It’s fitted to the pipe bringing water into your home and is often under the kitchen sink, but not always. Also check the pipes – if there are any you think need insulating, please contact us.

If you have an outside tap, turn off the supply (it should have its own stoptap) and open the tap so that any water in the pipe can drain away.

Leaving your home?

If you're planning to go way for more than a day or two, leave the heating on low to prevent the property becoming cold and to prevent to water pipes freezing.

What to do if a pipe bursts

Our Lead Gas Operative Brian, explains:

  • Turn off the water at the stoptap
  • Switch off the electricity at the mains
  • Switch off any water heaters
  • Switch off the central heating
  • Open all taps to sinks and the bath to let the water drain away
  • If possible, collect water in the bath for flushing the toilet and for washing
  • Warn your neighbours if there is a chance they may be affected
  • If it's an internal pipe, call us on 0800 3 282 282.

In the highly unlikely event that a mains pipe freezes, or for any other issues, please contact your local water company.

What to do if your boiler stops working

If there's an extended period of cold weather some people experience issues heating and hot water not working. A large number of these issues are caused by frozen external pipes which cause the boiler to stop working and, in many cases, this can be rectified simply by following the guidance in these short films.

Frozen condensate pipe

Please watch the film all the way through and follow all safety tips. (It’s important to only use warm water, not boiling and don't attempt this if the pipe is above waist height).

Once you've completed this, restart your boiler. If this doesn't work contact us immediately.


If you're a homeowner and have a leak coming from your property, it's your responsibility to get this fixed. Failure to do so could affect your lease with us, and you could be liable to remedial cost of other properties or communal areas damaged by the leak. If you think the leak is our responsibility please get in touch with our Home Ownership Team.