How to Stay Warm and Safe This Winter

During cold and freezing weather your home heating system may experience some issues — from prepayment meters that won’t accept top-ups to boiler condensate pipes that block and shut down your heating when you need it most.

Check out the information below for simple, safe fixes for common cold-weather problems.

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.

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

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.

Stay warm, stay prepared, and know when to call in the professionals.