When to Contact Saltire

Common Non-Repair Issues and What You Can Do

If you are experiencing issues such as your boiler being turned off at the wall or no gas in your prepayment meter, please follow these steps:

1. Boiler Off at the Wall

    • Check the Switch: Ensure the boiler is switched on at the wall and that the power supply is active. Sometimes, the boiler may have been accidentally turned off or the switch may have tripped.

    • Power Supply: Verify there hasn’t been a power cut. Check if other electrical appliances in your home are working. If there’s no power, contact your electricity supplier.

    • Reset the Boiler: If the boiler has a reset button, try resetting it. If you don’t have the instruction manual, please contact the manufacturer online Web Page, where they provide a copy or guide you through the process.

    • Thermostat and Settings: Check that your thermostat is set to the correct temperature and that the boiler is not on a timer or hot water-only setting. Adjust as needed to test if the boiler restarts.

2. No Gas in Prepayment Meter

    • Check Credit: Ensure your prepayment meter has sufficient credit. If you’ve run out of gas credit, you’ll need to top up your meter at a pay point or online via your gas supplier’s system. Without credit, the gas supply to your boiler will be cut off.

    • Emergency Credit: If you have a prepayment meter, make sure you have emergency credit available. Our engineers require both gas and electricity supplies to carry out checks or repairs, so lacking credit may delay service.

    • Contact Your Gas Supplier: If the meter is faulty or you’re unable to top up, contact your gas supplier immediately. They can assist with low credit, meter issues, or emergency top-ups.

When to Call Our Engineers

If you’ve completed the above checks and the issue persists (e.g., the boiler still doesn’t work or there’s no gas supply), please call Saltire on .0330 202 0444  However, please note:

    • The engineers are trained to handle safety issues and repairs, not to top up meters or reset switches that tenants can manage themselves.

    • If the problem is due to a lack of credit or the boiler being turned off, you may be responsible for resolving this before we can proceed with any further checks.

Your Safety Is Our Priority

If you smell gas, suspect a leak, or notice symptoms of carbon monoxide poisoning (e.g., headaches, dizziness, nausea), do not delay. Immediately turn off the gas at the mains (if it’s safe), open windows, avoid using any electrical switches or appliances, and call the National Gas Emergency Service on 0800 111 999. This is a free, 24/7 service.