How to Stay Warm and Safe This Winter

1. Frozen Prepayment Meter

In extremely cold weather, your prepayment meter may freeze, making it difficult to insert your top-up card or press the buttons.

To resolve this:

  • Place a warm (not hot) hot water bottle directly over the card slot and buttons
  • Leave it in place until the meter defrosts and normal operation resumes

WARNING: Do not use any other heat source, as this may damage the meter.

2. Frozen Condensate Pipe

During severe cold weather, the liquid in your boiler’s external condensate pipe can freeze, causing a blockage. When this happens, your boiler will automatically shut down to prevent water damage.

Recommended action: Contact a Gas Safe registered engineer to thaw the pipe and implement a permanent solution, such as pipe insulation.

What you can try yourself:

If the plastic condensate pipe running from your boiler to the outside is frozen, and it’s safe and accessible, you may attempt to thaw it:

  • Use warm (not boiling) water, a heat wrap, or a hot water bottle on the frozen section
  • Do not remove or disconnect the pipe—simply apply gentle heat until the ice melts or loosens
  • Once thawed, reset your boiler following the instructions in your operating manual

3. Frozen Water Pipes

If you suspect a water pipe has frozen, contact a plumber immediately.

Know your stopcock location: Before an emergency occurs, locate your mains water stopcock—usually found under the kitchen sink. This valve controls the cold water supply to your home.

How to operate the stopcock:

  • Turn clockwise to close (shut off water)
  • Turn anti-clockwise to open (restore water)

Knowing where this is and how it works will allow you to quickly isolate the water supply if a pipe bursts.

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