Heating Upgrade FAQs

For Council tenants who already have a mains gas heating system

Here are some commonly asked questions from tenants.

What work does the heating upgrade involve?

We had originally planned to carry out a full heating upgrade but due to the restrictions in place with Coronavirus we will only be replacing the old boiler.  Once the risk from Coronavirus has passed, we will contact you again to arrange a further appointment for replacing the pipework and radiators.  This means we can reduce the time spent in your house to replace the boiler and will also help avoid heating breakdowns during winter.  This gives us more time to replace as many old boilers as we can before the peak winter months and makes it easier for our contractors to observe safe distancing in your home at this time.

I received a letter or email about a heating upgrade.  What do I need to do?

Decide if you would like the upgrade or not and tell us your decision. You can tell us by filling in the form and returning it to us in the prepaid envelope provided or by replying to the email we have sent you.

My heating has already been upgraded or I have been told I am getting an upgrade soon.  Why have you contacted me?

We try to make sure our information is as up to date as possible but there can be a slight delay between us reviewing information about who we think should be offered an upgrade and making contact with you.  

Our upgrade programmes are constantly changing.  Your upgrade may have been pulled forward because another tenant became seriously ill or your boiler may have broken down recently and/or you have been advised that it can no longer be used.  

Simply return your form or reply to the email telling us you think you are on another heating replacement programme or tell us an approximate date of when your heating was upgraded.  We will check this and make sure that you are not contacted again.

I have agreed to the upgrade.  What happens next?

We will arrange for a Clerk of Works from our Property Team, along with our contractor, to visit your home to carry out a survey on your current heating system.  We will try to arrange appointments at a time that suits you and this appointment will be well in advance of the upgrade date.

At this visit they will discuss the proposed new position of the boiler and radiators with you so they have all the information we need for both parts of the upgrade.

Who will carry out the work?

Any work carried out in your home will be done to a high standard by our approved contractors.  Our contractors are experienced in carrying out work while you are still living there.  We will make every effort to minimise disruption to you during the work.  Your carpets will be lifted and re-laid by a professional carpet fitter. You will have a say in where radiators are fitted, within technical limits.  

How long will the work take?

The first step of replacing the old boiler should only take one day.

What happens during a boiler replacement and how long will it take?

The work should be finished within one day.  The installation team for each job will be two heating engineers, an electrician and joiner.  They will:

  • drain the existing heating system to the outside of your house;
  • disconnect all services to the existing boiler, fire front, hot water storage cylinder and cold water tank, which will all remain in position until phase two of the installation;
  • leave Living Room fireplace in place until phase two of the installation;
  • need to lift some carpets and flooring to create pipework and electrical links to the new boiler position;
  • fit the replacement gas boiler on the wall near the new electrical connection;  
  • refill, test and commission the system; and
  • explain how your new boiler works and leave you an instruction manual.

Will I have to move out of my house whilst the upgrade is being done?

No. There may be some disruption in your home but this will all be over in one day.  Afterwards you will have an energy efficient heating system that is cheaper to run and much less likely to break down.  

This is going to be disruptive in my home. What are the advantages to me?

There will be some disruption in your home but this will all be over in one day.  Afterwards you will have an energy efficient heating system that is cheaper to run and much less likely to break down. 

When will the upgrade take place?

 Once we know which tenants are interested in the heating upgrade we will prioritize, and upgrade the oldest and failing systems first and let you know when we will carry out the work.  We plan to upgrade a whole street at a time.  We will try to give you as much notice as possible in case you want to plan for redecorating, buying new carpets or floor coverings.

Is extra help available if I need it to move items such as furniture or cabinets?

We can provide help before, during and after the work in certain circumstances.  For example, we can arrange for furniture to be moved if necessary.  Most tenants prefer to move their furniture themselves, or have family members who can help but we can help where needed.  When you reply ‘YES’ to accept the upgrade, tell us about the extra help you think you would need and why.

I have just redecorated - will I get more than the decoration reimbursement offered?

No.  If you would like to have the upgrade but don't mind waiting because you have just decorated, please answer YES on the form, but tell us that you are happy to wait.  If you choose to do this, you should understand there is a risk of your old boiler failing and possible disruption from unavoidable delays in repairing the fault, depending on whether the correct parts are available.

How much will I save on my energy bills?

The new, A-Rated gas boiler could save you up to £6 per week depending on usage.  Tenants who have already had an old back boiler replaced have told us that they have saved 30-50% on their energy bills.  You may not experience the full impact of energy savings until both phases of the upgrade are complete including all radiators, pipework and controls.

Will the upgrade affect my rent?

The energy efficiency rating of your home is used to calculate your rent, along with other factors.  The biggest factors that affect your rent are the number of bedrooms and the location of your house.  After the work, the higher energy rating (EPC) may cause a very small increase in your rent.  The increase will depend on how much the energy efficiency of your home improves after the heating upgrade.  
We estimate that most rent increases will be between £1.30 and £1.75 per week, depending on the increase in EPC.  The amount you save on your energy bills should be much more than the small rent increase.

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