Maintenance FAQs

Fineholm are your first point of contact for all issues relating to the property. We will do our very best to resolve any issues you may have.

If you have anything to report please call us on 0131 221 9131 or 0141 221 7993 or email (Glasgow) or (Edinburgh)


Here are a list of some of our most commonly asked questions:

Do I have to change the bulbs / smoke alarm or carbon monoxide detector?

This is the tenants’ responsibility. We will not replace these unless you advise us within 3 days of moving into the property.

What can I do if my pipes freeze?

Unfortunately there is not much you can do to avoid or fix a frozen pipe.

To avoid frozen pipes we would recommend that you keep the whole property warm at all times although this does not always stop pipes freezing. If you have a frozen pipe then increase the heat within the room that the pipe is servicing.

The only way to thaw the pipes is to slowly heat them. Please do not heat any pipework directly as this will cause the pipe to crack. It is unfortunately generally a case of waiting for the temperature to increase.

Do you have emergency contact numbers for tradesmen?

Yes – if you have an emergency maintenance issue which arises outwith our office hours please call our emergency contact numbers

The property feels very damp and we have mould, how can we prevent this?
  • Ventilate the property adequately! We know it can seem silly to open windows when you are trying to heat the property but windows MUST be kept open for a reasonable time throughout the day. The air must be allowed to circulate.
  • Ensure the property is properly heated – this means keeping heating on low constantly.
  • Use window vents where fitted
  • Increase ventilation in the kitchen and bathroom when in use by using your fan or opening the window/door
  • Ensure your extractor fan is cleaned frequently
  • Ventilate cupboards and wardrobes
  • Do not push furniture right up against radiators- this stops heat getting out.
  • Clean the bathroom properly using anti mould spray

Our full fact sheet is available heren within Tenants Resources section

The vacuum cleaner is not sucking up properly

Check the bag is not full and there are no blockages. If this does not fix the problem then please contact the maintenance department.

The washing machine is not draining/spinning

Do not overload your washing machine. This is the main reason why a lot of the washing machines break down and you may be charged for the repair. Bra underwires can also cause many problems… Contact maintenance.

The sink/toilet/bath/shower is blocked

Blockages must be first attended to by the tenant by using a strong drain cleaner and/or plunger. If this does not fix the problem please call maintenance. If it is found that recent debris ie foodstuffs or hygiene items are the cause, you may be charged for this call out.

The shower is not working

Firstly establish whether the shower is electric or mains operated (if there is a cord or switch then it is probably electric – CHECK THIS IS ON ) If it is still not working please contact maintenance.

We have a leak from our flat going downstairs

Check no water is running (ie bath/shower/taps) and all appliances are switched off. Locate the stop cock (usually located under sink or by utility meters) and turn off any water supply. Contact Maintenance in the first instance. If you cannot locate the stop cock and if we are closed contact an emergency plumber for advice or environmental health who will arrange to attend to turn off the water. THIS SHOULD ONLY BE DONE IN AN ABSOLUTE EMERGENCY.

N.B In an emergency a plumber will merely turn off water at the mains they will not source the problem

We have a leak coming into our flat

Inform the upstairs neighbour and ask that they arrange for a plumber to attend as soon as possible, as the leak is likely to be coming from their property. If you cannot make contact with the neighbour and the water ingress is becoming excessive contact Maintenance in the first instance and if we are closed contact Environmental Health who will send police to break into the property and turn off the water. THIS SHOULD ONLY BE DONE IN AN ABSOLUTE EMERGENCY. You MUST report any leaks to our Maintenance Dept so we can arrange for an inspection of any damage.

N.B In an emergency a plumber will merely turn off water at the mains they will not source the problem.

Our door entry is not working

Check that the silence button is not on. Ask your neighbours if their entry phone is working so we can establish if the problem is communal or relates to the flat itself. Contact Maintenance.

My pipes/boiler is noisy or the radiators are not heating up very well

The radiator may need to be bled. Buy a radiator key from a hardware shop and bleed the radiator- insert key to top end of radiator on triangular knob and turn slightly holding a cloth underneath- this will allow air to be released – STOP WHEN WATER BEGINS TO DRIP.

Heating not working / pilot light on boiler is out

Most boilers have instructions on the inside panel, follow these to relight the pilot light. Generally you need to hold in the reset button, keep pressed in for 10 secs and the light should stay on. If the boiler is still not operating then contact our Maintenance Dept.

How do I work my white meter heating?

White Meter Heating runs at Off Peak times.

It is preset to activate between 11pm and Midnight and de-activates at approximately 7 / 8 am.

1. Switch on fuse switch in kitchen or at boiler (the light will not come on until it is activated at off-peak time) leave switched on at all times.
2. Switch on storage heaters individually at fuse points on wall.
3. Each storage heater will have two controls, Input and Output or Damper controls

Input – amount of heat you want to store
Output – amount of heat you want to release

The heat is stored in the heater and can be released quickly or slowly.
e.g. If output is left at setting 3 overnight the room should be warm in the morning.

We would suggest that it is left at this setting during the day when you are out. In the evening switch up to a higher setting to release more heat when you are in the property. You should remember to put the setting back to 3 before going to bed.
4. If you wish any extra hot water, then switch the Boost switch on the panel, usually located in the kitchen.

I can smell gas

IMMEDIATELY shut off the gas supply at the meter, extinguish naked flames, open windows, do not use electrical switches and call Transco on 0800 111 999

We have a problem with MICE

Mice are a common problem particularly in old tenement blocks. Try to locate where they are coming from and see if the entrance can be blocked up, buy some humane mice poison / traps and keep the property clean and tidy.

My lights have all or part gone out or my electric sockets are not working

Check that the bulb does not need replaced. If not, locate the fuse box and check if any switches are facing in the opposite direction to the others, if so flick to ON. If the fuse box is old style or if there is still not electricity then contact our Maintenance Dept as an electrician is probably required.

Happy Customers