Gas Servicing and Maintenance Contract FAQs
What is changing?
From 1 October 2026, TSG The Building Services (opens new window) will become our new contractor for gas servicing, maintenance and compliance services in all council homes.
Why has the Council appointed a new contractor?
We regularly reviews and procures contracts to ensure residents continue to receive safe, reliable and high-quality services that provide value for money and meet all regulatory requirements.
Will my gas safety inspection still take place?
Yes. Annual gas safety inspections will continue as normal and there will be no interruption to this service during the contract transition.
Gas safety remains our highest priority.
Do I need to do anything?
Not at the moment. If you have a gas safety inspection or repair appointment scheduled, please continue to attend as normal.
Residents will receive information if any action is required.
Will my appointment be affected?
No. Existing appointments will continue to be managed and residents will be contacted directly if any changes are necessary.
How will I know if someone visiting my home, works for TSG?
TSG engineers and staff will carry company identification. Residents should always ask to see identification before allowing anyone into their home.
Details of contractor identification arrangements will be included in resident communications before the contract starts.
Will there be any changes to emergency repairs?
No. Emergency gas repairs and out-of-hours services will continue to operate.
Residents should continue to report emergencies using the contact details provided by us.
Who do I contact if I smell gas?
If you smell gas, you should immediately contact the National Gas Emergency Service on 0800 111 999 and follow any safety advice provided.
You should also notify us once it is safe to do so.
Will contact numbers change?
Residents will be advised of any new contact arrangements before the contract begins. Updated information will also be available on our website.
Will there be any disruption to services?
We are working closely with TSG to ensure a smooth transition and no interruption to essential gas servicing, repairs or emergency support.
Why is access for gas safety inspections important?
As a landlord,we have a legal responsibility to carry out annual gas safety inspections in its properties.
These inspections help ensure gas appliances are operating safely and protect residents and their households.
Residents should always provide access when appointments are arranged.
What happens if I miss a gas safety appointment?
If you are unable to attend an appointment, please contact us as soon as possible so that an alternative appointment can be arranged.
Failure to provide access could result in further action being required to meet legal gas safety obligations.
Will my rent or service charge increase because of this new contract?
No. The appointment of a new contractor does not affect rent payments or service charges.
I have an ongoing repair. What happens now?
Any existing repairs or service requests will continue to be managed as part of the contract transition.
If you have a live repair case, you will be contacted directly if there are any changes affecting your appointment or repair.
What support is available for vulnerable residents?
Additional support arrangements are available for residents who may need assistance with appointments, access arrangements or communications.
If you require extra support, please contact the Housing team.
How will we make sure the new contract is performing well?
We have established robust contract management and monitoring arrangements with TSG, including:
- performance monitoring
- compliance reporting
- quality assurance checks
- customer satisfaction monitoring
- regular review meetings
The contract will be subject to enhanced monitoring during its first 90 days.
What services are covered by the new contract?
The contract includes:
- annual gas safety inspections
- gas servicing
- gas repairs and breakdowns
- emergency repairs
- out-of-hours cover
- compliance reporting
- gas works in void properties
Where can I find more information?
Further information will be available through:
- resident letters
- our website
- housing Services
- customer Services