Boiler maintenance

At emh we aim to provide residents with homes that are safe, comfortable and well maintained.

While we're responsible for maintaining and servicing boilers, tenants also have certain responsibilities to prevent avoidable issues. To help, we've put together the below guide of the most common boiler problems you might encounter, along with some practical tips to address them.

Think you can smell gas?

Call the National Gas Emergency Service on 0800 111 999 at any time of the day or night. For further information on how to detect a gas leak, visit Cadent Gas, emh's gas supplier for helpful tips and to watch a short video with added sign language: https://cadentgas.com/how-to-detect-gas-leak

Other important safety advice

• Don't carry out DIY repairs: Beyond basic tasks like repressurising or resetting (as set out in the guide below) repairs should always be carried out by a qualified professional.
• Don’t ignore warning signs: Don't overlook strange noises, persistent faults or visible damage.
• Never attempt gas work: Gas safety is a legal requirement and only Gas Safe registered engineers should carry out related works.

If in doubt contact our Customer Service Team for advice, email: customerservices@emh.co.uk or call: 0300 123 6000. If you call us outside of our regular opening hours, you'll be directed to our out-of-hours service.

You can also find out more information on this our home safety page.

A guide to common boiler issues and solutions

1. Low boiler pressure

• Issue: If the boiler pressure drops below the recommended level (usually 1-1.5 bar), the heating may stop working
• Solution: Most boilers have a filling loop to repressurise the system. Check your boiler’s user manual for specific instructions (see below images and manuals) Avoid over-pressurising as it can cause further issues.

2. Radiators not heating evenly

• Issue: Trapped air in the system can cause radiators to heat unevenly or remain cold at the top
• Solution: Bleed the radiators using a radiator key. This is a straightforward task that ensures optimal heating efficiency.

3. Frozen condensate pipe

• Issue: In winter, the condensate pipe can freeze, causing the boiler to shut down
• Solution: Thaw the pipe by pouring warm (not boiling) water over it. Insulating the pipe can prevent freezing in the future. Watch this short video from Worcester Bosch on how to resolve and prevent frozen or blocked condensate pipes:

4. Boiler reset required

• Issue: Boilers may need resetting after power cuts or minor faults
• Solution: Press the reset button on the boiler, following the manufacturer’s instructions (see below images and manuals). If the fault persists, contact us.

5. No hot water or heating

• Issue: Simple issues like incorrect thermostat settings or a power switch being off can cause a loss of service
• Solution: Check the thermostat settings, timer and boiler power supply before reporting the problem.

Preventive measures
• Regular use: Run the heating system occasionally during warmer months to prevent internal components from seizing
• Monitor boiler pressure: Check the pressure gauge regularly and repressurise the system if needed
• Keep vents and flues clear: Ensure nothing blocks air vents or flues, as this can disrupt the boiler’s operation
• Learn basic functions: Familiarise yourself with the user manual for guidance on resets, bleeding radiators, and checking error codes
• Report issues early: Small issues like minor leaks or error messages should be reported immediately to prevent further damage.

Identifying your boiler and user manual

Click on each image to open the user relevant manual.

Glow Worm Ultracom 1

Glow Worm Ultracom 2 

Glow-Worm 30 cxi 

Worcester Greenstar 28 Junior

Worcester Greenstar 30i Erp

Vaillant Sustain

Ideal Logic Combi 30

Potterton Promax Combi

Vaillant heat pumps

If we've fitted a Vaillant heat pump into your home, you can access information on safety and usage by clicking on the below image.

Passive house homes - user instructions guide

If you live in one of our passive house homes in Hall Drive, Sandiacre or on our town street development, email: customerservices@emh.co.uk with the reference: 'Passive homes user guide' in the subject line and we'll mail a home user instructions guide to you. You can also read more information about our Hall Drive homes here: East Midlands scheme opt for passive regeneration - passivehouseplus.co.uk