Current Tenant

Emergency Contact Information

If you smell gas please call National Gas Emergency Number immediately on 0800 111 999.
If you require emergency services assistance (police, ambulance, fire brigade) please call 999.
If you require the services of an emergency gas engineer, please call 07968 237 197.
If you require the services of a plumber, locksmith, electrician or joiner, call 07968 237 197.

We understand that there may be a requirement for an out-of-hours call out. However, should any of our given out-of-hours contact numbers be misused, as deemed by Castle Residential, then the liability of cost may be transferred to the tenant.

Information for Tenants

It is important that Tenants are fully aware of the letting procedure and understand the terms of the Tenancy. This page contains information for current tenants relating to the process after a tenancy has been secured with Castle Residential Letting Agents.

Rent is payable by Standing Order from your bank account on the 1st of each month. You will be supplied with a Standing Order Mandate by our office which you should complete and send to your own bank as soon as possible. This method of rent payment ensures regular, on-time payments and protects you against a potential bad payment history. Please note that it is your responsibility to ensure that the standing order is cancelled with your bank at the end of the tenancy.

Bank Details:

  • Castle Residential
  • Sortcode – 80 07 24
  • Account Number – 10227566

Please attach the property address as a reference to any payment that is made.

Castle Residential Letting Agents will notify the relevant Utility companies and Council Authority of the tenancy; thereafter Tenants are responsible for payment of gas, electricity, council tax and water charges and TV Licences (if applicable). Please note that certain categories of persons may be awarded Council Tax Discounts, Reductions and Exemptions. To find out whether you qualify please contact the relevant Authorities Council Tax Department. If you wish to connect the telephone then you will be responsible for any charges applied.

We conduct regular condition inspections of all tenanted accommodation. The purpose of the visit is to ensure that there are no maintenance issues that need attention and also to check that you are fulfilling the obligations of the lease and are maintaining the property to a satisfactory standard. Each visit will normally take less than 15 minutes, and we will contact you beforehand giving you notice of the intended date and time of the visit.

If a fault becomes apparent at the property, you must inform us immediately. Failure to do so may mean that you are held responsible for any further deterioration as a result of the delay. Once we have been informed of a fault we will contact the landlord and act upon their instructions. Small ongoing maintenance of the property e.g. replacing light bulbs are the tenant’s responsibility.

When any detectors are fitted in the property, under the terms of your agreement, you are obliged to ensure they are checked regularly and are in good working order. This is for your own safety. We recommend a daily check; however, they must be checked at least once a week.

If you are tenanting an HMO Licensed you are required to record all tests and any faults or defects in the log book provided. If you become aware of a fault you must notify us immediately.

We understand that you need to feel happy and comfortable in your home. Should you wish to re-decorate and personalise the property, please submit a request to our office detailing the changes you would like to make and we will endeavour to inform you of the decision within 7 days. Please do not carry out any re-decoration of the property without written authorisation as this may result in you being held liable for any costs incurred by the landlord to restore the property to the original condition.

If your property has a garden it is your responsibility to ensure the lawns are cut regularly and the borders are kept weed-free. In addition, the gardens must be kept tidy and free from refuse.

The landlord is responsible for insuring the building . Tenants are responsible for arranging contents insurance for their personal possessions. Neither the landlord nor Castle Residential will accept any responsibility for loss or damage to your possessions whilst occupying the property.

Should you not already have an existing policy, we will be happy to provide you with a quote.

If you are going to be away from the property for more than 7 days at any one time you must inform us. This is so we can ensure the property is looked after in your absence and deal with any problems that may arise on your behalf. If you are away for a period of 3 days or more during cold weather, please ensure the heating system is set on a timer, to avoid frozen/burst pipes.

You must vacate the property on the agreed date (usually agreed after the tenancy date noted on your lease as our contracts are “rolling”). Please note that our leases state that 2 months written notice will be required when planning to vacate a property.

ie. If you have signed a 12 month lease you will be required to give us 2 months notice at month 10 should you wish to leave at the end of the 12 month tenancy.

We will carry out the final check-out inspection to ensure that the move out process is a smooth and simple procedure. The next step is then to approach Safe Deposit Scotland in order to have your deposit refunded direct to your bank account.

Your deposit will be held by Safe Deposits Scotland in a Tenancy Deposit Scheme during your tenancy and is refundable after vacating the property providing that:

  • Your rent is paid up to date.
  • All utility bills relating to the tenancy have been paid (proof provided to us).
  • The property has been well maintained.
  • Any other lease obligations have been met

Under no circumstances can the deposit be used as payment for the last month’s rent.

Maintenance Troubleshooting A-Z

Before reporting a repair you should refer to the troubleshooting guide below as you may be able to resolve the issue yourself quickly and simply and avoid any unnecessary call out charges.

A

Does my landlord have to provide a TV AERIAL?
No, it is the tenants’ responsibility should they wish to have an aerial installed; however permission should be sought from the landlord before installing the aerial.

B

My pipes/BOILER is noisy or the radiators are not heating up very well…
The radiator may need to be bled.
It is quite easy to tell when a radiator needs bleeding as the top section will remain a lot cooler than the bottom section, or in severe cases the entire radiator will stay cold when the heating system is turned on.
It’s a relatively easy and simple task – although you do need a radiator key (available from a hardware shop), also known as a bleed key, and an old piece of cloth to catch any drips.
Start by fitting the radiator key into the valve and then turn it in an anti-clockwise direction for about half a turn. When the valve is open you should hear the hiss of air being released. Continue to release the air until water begins to drip from the bleed valve and then close the valve by turning it half a turn in a clockwise direction. It is important not to over tighten the valve though. If you have a pressurised sealed system then releasing trapped air may cause the internal pressure to drop and so this should be topped up using the manufacturer’s guidelines.

BOILER not working

Some issues can be resolved quickly and simply by referring to your boiler manual.  This can usually be found on the inside panel.  If you cannot locate your boiler manual you can download it for free by clicking here.

Check if the pilot light is on
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.

Check if the radiator valves are turned up
Seems simple, but this simple step can be overlooked and is sometimes all that is required.

Check the meter
If you have a pay-as-you go gas meter make sure there is sufficient credit

Check the boiler pressure
Constant water pressure is essential to the efficient functioning of your boiler system.
A number of things can cause pressure to drop. It may be that there is a leak somewhere in your boiler system. Or, if you bled your radiators recently, it may be that pressure was lost then.
Check the water pressure gauge or indicator, which is typically on the front of your boiler.
For most boilers, this should be set around the 1.5 bar. The position set when the boiler was installed is sometimes shown by a red indicator needle.
Each boiler will come with specific instructions about its pressure system. Check your user manual to see if you can re-pressurise your boiler yourself or alternatively click here to watch a video showing how to top up your boiler pressure.
After topping up the pressure, run the hot water taps to allow water to flow through the system.
But if your boiler panel needs tools to remove it, do NOT touch it: contact our maintenance department.

Repeated drops in pressure should be reported to our maintenance department as it is a good indication that there is a problem with your boiler.

Is the thermostat turned up to a temperature high enough to activate the boiler?

Is there a timer that needs to be adjusted?
Have the clocks gone forward or back? 
Your clock programmer might just need adjusting to the right time.

Has there been a power cut recently? 
Your heating clock programmer may have returned to its factory settings when the power came back on. Test the central heating by setting it to come on in 15 minutes time - if that works, simply re-enter your preferred settings.

Try putting your heating on maximum for a short while to see if you can get it back into action.

Try turning the electrical supply to the boiler off and on - the switch is usually near the boiler or in the airing cupboard. This might reset your boiler and resolve the problem.

Do I have to change the BULBS or carbon monoxide detector BATTERIES?
It is the tenants’ responsibility to replace light bulbs and batteries.

Our door entry system/BUZZER is not working…
Check that the silence button is not on (this can usually be found on the face or side of the handset).
Ask your neighbours if their entry phone is working so we can establish if the problem is communal or relates to the flat itself and report the issue to our maintenance department.

C

Do I have to change CARBON MONOXIDE detector batteries?
It is the tenants’ responsibility to change batteries.

My gas COOKER is faulty
Check your user manual or manufacturer's website first - you may be able to identify and fix the problem using information from these.
Check that the gas and (if relevant) electricity to the appliance is on - it can easily get switched off accidentally.
Check the hob or grill still works.
If there's a lid, check you're lifting it fully when you light the hob.
Try switching the oven thermostat to full for a short while, once the burner has lit.
Check you're not using pots and pans that are too large or heavy for the hob.

Who deals with COMMUNAL REPAIRS?
if the issue is regarding a common building repair such as a leaking roof, in the first instance please visit the website for the Scottish Factor Register by clicking here and you will find details of which Factoring Company (if any) manage your building.

D

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 bathroom by using your fan or opening the window.  Keep the bathroom doors closed when bathing.
• Clean the bathroom properly using anti mould spray
• Increase ventilation in the kitchen when cooking by using your fan or opening the window and keep doors closed.  Keep lids on saucepans when cooking.
• Ensure your extractor fan is cleaned frequently
• Ventilate cupboards and wardrobes
• Do not push furniture right up against radiators or walls to allow air to circulate.
• Do not dry clothes on radiators, unless ventilation is increased

Our DOOR entry system is not working…
Check that the silence button is not on (this can usually be found on the face or side of the handset).
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 

E

There's no ELECTRICITY supply to my home
Power outages can be caused by a number of issues, including power cuts.
Check the fuse box and make sure the trip switches are set to the ON position, if this does not work you should try turning off all switches and then turning back on to ensure they are in the full ‘on’ position.
Try checking with your neighbours - if it's just your home affected, please contact our maintenance department. 
If other homes are affected you should contact your local DNO (distribution network operator).
Your chosen electricity provider sells you energy but it's your local DNO who maintains the power lines that connect your home to the network.

In the event of a power cut contact your DNO to report it using the relevant number below:

Scottish Power 
Emergency Scotland: 0800 092 9290
https://community.scottishpower.co.uk/t5/Emergency/tkb-p/emergency

My sockets are tripping the ELECTRICS
Turn off every socket and turn each one on in turn to see which socket is tripping the electrics. When you've found the correct socket, the problem could be with the socket or the appliance plugged into that socket. Try the appliance in a different socket - if the electricity trips again, it's the appliance.

If the problem is caused by the socket or an appliance supplied by the Landlord please contact our maintenance department. 
If the problem is caused by an appliance belonging to you, you should have the appliance checked by a competent electrician to ensure it is safe to use or alternatively, you must safely dispose of the item.

F

Do I have a FACTOR?
if the issue is regarding a common building repair such as a leaking roof, in the first instance please visit the website for the Scottish Factor Register by clicking here and you will find details of which Factoring Company (if any) manage your building.

FRIDGE/FREEZER is too cold
Check the thermostat is set to the right temperature - your user manual will show you how to do this.

FRIDGE/FREEZER isn't cold enough or is defrosting
Check the thermostat is set to the right temperature - your user manual will show you how to do this.
Check the door is closed properly, or hasn't been left open for too long recently.
Check the appliance isn't overloaded with food.
Check the fridge-freezer has a fast freeze switch, which bypasses the thermostat - if so, switch it on and call an engineer.

FUSE BOX is sparking and smells of burning
Turn off the main switch at the fuse box and contact our maintenance team IMMEDIATELY

FUSE BOX is damaged
If you notice any kind of damage or fault contact our maintenance team IMMEDIATELY

G

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 0800 111 999

H

The HOOVER 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.

No HEATING and or HOT WATER
Please refer to the BOILER section.

I

J

K

L

We have a LEAK coming into our flat…
Inform the upstairs neighbour and ask that he/she arranges for a plumber to attend to as the leak is likely to be coming from their property.
If you cannot make contact with that neighbour and the water ingress is becoming excessive contact maintenance in the first instance, if we are closed you will find the emergency maintenance number on our answerphone.

We have a LEAK from our flat going downstairs…
Check no water is running (ie bath/shower/taps) and all appliances are off.
Locate the stop cock (usually located under sink or by utility meters), turn off any water supply and contact our maintenance department.
If you cannot locate the stop cock and if we are closed contact our maintenance department in the first instance, if we are closed you will find the emergency maintenance number on our answerphone.

My LIGHTS have all/part gone out or my electric sockets are not working…
Locate the fuse box, check if any switches are facing in the opposite direction to the others if so flick on.
If only one light is affected, try replacing the bulb.

My LIGHTS are flickering…
Check the lamps you've fitted are suitable (if you're using a dimmer switch, energy-efficient or fluorescent bulb).

M

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.
Many local authorities e.g. Glasgow City Council (0845 270 1558), provide a free service for the investigation and treatment of infestations of mice, within residential property and you should check with your local authority.

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 bathroom by using your fan or opening the window.  Keep the bathroom doors closed when bathing.
• Clean the bathroom properly using anti mould spray
• Increase ventilation in the kitchen when cooking by using your fan or opening the window and keep doors closed.  Keep lids on saucepans when cooking.
• Ensure your extractor fan is cleaned frequently
• Ventilate cupboards and wardrobes
• Do not push furniture right up against radiators or walls to allow air to circulate.
• Do not dry clothes on radiators, unless ventilation is increased

N

O

My OVEN fan is unusually noisy
Make sure the shelves and fixings are correctly positioned, incorrectly located shelves will rattle when the oven fan is running.

My OVEN is venting steam.
This is completely normal for both gas and electric ovens - cookers do this to release internal air pressure.

The OVEN is totally dead with no power and no lights at all on.
The most likely cause is that the timer has been knocked to ‘automatic’; you will have no lights, no heat from any of the elements and no internal lamp working. It will look, to all intents and purposes, as if the power has been cut to it but the clock will still be running.
You should refer to your manual and put the clock back to manual or set the timer correctly.

P

There's no POWER to my home
Power outages can be caused by a number of issues, including power cuts.
Check the fuse box and make sure the trip switches are set to the ON position, if this does not work you should try turning off all switches and then turning back on to ensure they are in the full ‘on’ position.
If other homes are affected you should contact your local DNO (distribution network operator).
Your chosen electricity provider sells you energy but it's your local DNO who maintains the power lines that connect your home to the network.

In the event of a power cut contact your DNO to report it using the relevant number below:

Scottish Power 
Emergency Scotland: 0800 092 9290
https://community.scottishpower.co.uk/t5/Emergency/tkb-p/emergency

R

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- you will know when to stop when water begins to drip.
For other heating/boiler troubleshooting please refer to the HEATING section.

S

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) once you have this information please contact our maintenance department as this will help establish tradesman we should send.

The SINK/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.

My SOCKETS aren't working
First, check if the socket itself is the problem by plugging in an appliance, then follow these steps:

  • Check all sockets in the house: see if the fuse box has blown or the circuit breaker needs to be reset. 
  • Not a problem with the fuse box? See if any other electrical items in your home, such as lights or appliances, have been affected. If so, it could be a power cut.

If it's just your home affected, contact our maintenance department.
If other houses nearby are affected, please contact your supplier.

T

The TOILET is blocked…
Toilets usually become blocked due to too much toilet paper or heavy loads attempting to travel down the pan. Whilst it can be a messy job, a blocked toilet is usually easy to fix.
Remember, if you have a blocked toilet, don't keep flushing to try and clear it. This could cause it to overflow and flood the bathroom.
Blockages must be first attended to by the tenant by using a strong drain cleaner and/or plunger.

To draw out the blockage and encourage it to go down the pipes, follow these steps:

  1. Find a plunger. If your plunger is too short, a mop with a plastic bag tied around the head can be used as a longer plunger that may reach further down the toilet pan.
  2. Press a plunger down firmly into the toilet and then pull upwards slowly.
  3. Repeat this at least 10 times until you hear water going down the pipes.

If this does not fix the problem please report the issue to our maintenance department. If it is found that recent debris ie foodstuffs or hygiene items are the cause, you may be charged for this call out

U

V

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.

W

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.
Check the filter isn't blocked - your user manual will show you how to do this but take care - it can cause a sizeable flood.

The WASHING MACHINE is not responding at all.
Check the electricity to the machine is turned on - it can accidentally get switched off

The DRUM won't rotate.
Make sure the machine isn't on "no spin".
Uneven loads can stop a spin - avoid washing single items or overloading the drum.

The WASHING MACHINE is noisy.
Check if there are any loose items making a noise in the drum, such as coins, keys and zips.

No WATER supply
Check with your neighbours; if it's just your home affected, contact our maintenance department.
If other houses nearby are affected it may be an issue with Scottish Water.  On the Scottish Water website there is a “service updates” tab which updates constantly with any reported faults, if the water supply is affected and if so, when it is likely to be restored.
Click here to be redirected to the relevant page on the Scottish Water website.

X

Y

Z