Water and condensation

To isolate a leak - If a tap or the toilet has a leak, you may be able to isolate it using an isolation valve instead of turning the water off to your entire property.

The isolation valve should look something like this,


  • It’s usually located, directly under your toilet or directly under your tap.
  • To turn it off you’ll need a flat head screwdriver.

How do I know whether the isolation valve is in the off position?

  • When the water is flowing, the slot on the isolation valve should follow the pipe work
  • If the slot is turned by a quarter in either direction (so that it goes across the pipe work), the isolation valve is in the off position.
  • If the valve is in the off position and the leak is still there, you’ll need to turn the water off at the stop tap (see link below).

Once you’ve followed these steps you may need to contact us to come out and do the repair on your property.

First of all you need to locate you stop tap.  You will have been given its location when you signed up for the property.  Your stop tap should look something like this,

  • Once you’ve located you stop tap, you’ll need to turn it clockwise, until it won’t go anymore.
  • Then turn your taps on to check that the water is off.  You may still find that water comes out - that’s normal it’s just water in the pipes making its way through the system.
  • When you want to turn your water back on, you need to make sure all your taps are turned off. 
  • Then turn your stop tap anti-clockwise until it won’t go anymore. 
  • Once you’ve done this, check that your taps are working properly.  You may find that the tap spits, but that’s normal -  that’s just air in the pipes making its way out. 
  • If you can’t find your stop tap then ask your neighbour as your stop tap may be in the same location as yours.

Once you’ve followed these steps you may need to contact us to come out and do the repair on your property.


Tools you’ll need: a pair of pliers, a flathead screwdriver, adjustable spanner, rubber washers and a piece of wire wool.

  • Firstly, stop the flow of water by turning off your stop tap
  • If you have a combi boiler all you’ll need to do is isolate the cold water. 
  • If you have a hot water tank you’ll need to switch off the immersion heater and then off turn the gate valve.

Gate valve

Picture of gate valve

  • Now drain out the water in the pipes and plug the sink. 
  • Using the flathead screw driver, prise off the cap on top of the tap.  This will uncover a little screw in the top which needs to be unscrewed, anti-clockwise.
  • Pull up the head of the tap until it comes off, to reveal the packing nut. 
  • Use the adjustable spanner to un-tighten the packing nut while holding the tap with your other hand to stop it from moving. 
  • Once the packing nut is loose, unscrew the entire tap stem by hand.  The old washer will be at the bottom of the tap stem. There may be a small nut keeping it in place so use the pliers to turn and remove it. 
  • Prise out the washer and replace it with a new one of the same size and put the small nut back in place to hold it in.
  • Using wire wool, rub down the stem to remove any built up lime scale and dirt. 
  • Before putting the tap stem back, check the exposed inside (seat) of the tap and give the inside rim a rub with wire wool to remove any debris or lime scale. 
  • Then reassemble the tap.  Don’t forget to tighten up everything well. 
  • Turn the water back on and check the tap is working properly.  Then unplug the sink.

If you have followed these steps and you still have a fault or if you’re unsure, please contact us

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