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Lofti Knowledge Base → Tenant FAQs

Tenant FAQs

My washing machine is noisy.
This is a common problem which can be corrected by levelling the appliance. For more information, please refer to your washing machine manufacturer manual. Please ensure you don’t overload the appliance in accordance with manufacturer’s guidelines.
My washing machine is noisy.
This is a common problem which can be corrected by levelling the appliance. For more information, please refer to your washing machine manufacturer manual. Please ensure you don’t overload the appliance in accordance with manufacturer’s guidelines.
The oven seems locked. How do I unlock it?
Some modern ovens feature child locks which engage when the oven is in operation or the temperature is high, to avoid injuries. Please refer to your over manufacturer’s manual for more information on how to operate your oven safely.
A door hinge is noisy when the door opens and closes.
You can apply some WD40 spray on the hinge. This will reduce friction while opening or closing the door and ensure a smooth and silent operation.
My heater does not turn on. How do I turn it on?

Most modern home thermostats control the temperature and conserve energy. Check the temperature setting on your thermostat and increase the temperature if it is too low.

If your property is connected to a gas boiler, the water pressure in the boiler may be too low. You can check the water pressure gauge on the boiler and top up with water as needed.

For more information, please refer to your boiler manufacturer’s instruction manual.

What’s the best way to contact you if I have a problem?

You can send us a message with details on the app. You can attach photographs to help us identify the problem and propose the best solution. If you have an emergency, you call.

Do I need to pay for a TV Licence?

In the UK, you are required to have a TV Licence to:

  • Watch or record programmes as they’re being shown on TV, on any channel
  • Watch or stream programmes live on an online TV service (such as ITV Hub, All 4, YouTube, Amazon Prime Video, Now TV, Sky Go, etc.)
  • Download or watch any BBC programmes on BBC iPlayer

This applies to any device you use, including a TV, desktop computer, laptop, mobile phone, tablet, games console, digital box or DVD/VHS recorder.

You can visit https://www.tvlicensing.co.uk/ to create an account and set up a Direct Debit.

Do I need to create a new account for electricity and gas?
Yes. Unless the cost of electricity and gas is explicitly included in your rent, you must set up an account with a utility provider and pay for electricity and gas. Your welcome pack will include details of recommended suppliers and discount codes to access the best offers and save money.
I would like to make copies of the keys to my home. What do I do?
Please contact us through the app to request additional keys to your home.
The electricity is cut off. How can I turn it on?

If a big electric appliance (oven, fridge, washing machine etc) is not working, it may be that its fused spur switch was accidentally turned off. Spur switches are usually found in one of the kitchen cupboards on inside the utility room. The switch will usually be labelled with the name of the appliance it controls, eg. Washing machine. If the switch is off, turn it back on and check whether the appliance now works normally. If not, the fuse may have failed and need replacing. Always use a fuse with the correct amp rating for your appliance.

If there is still no electricity to the appliance, or some or all areas of your home have no power, check your consumer unit. It is a metal box usually located in the utility room. If a switch has tripped, try to turn it back on. If the switch keeps tripping, then there may be a short circuit. Please let us know and we will arrange a visit by a member of our Home Professional Team.

In some instances, there may be a power failure in your building or wider area. Please pay attention for any announcements by your building manager or utility provider.

Where can I adjust the fridge’s temperature?

Your fridge will usually have a temperature gauge for the fridge and freezer compartments, where available. Please refer to your fridge manufacturer’s manual for more information on how to set the correct temperature and save energy.

My windows or my walls are wet or have visible water droplets.

The air in your home contains moisture which may condense on cold surfaces such as windows and external walls. You can avoid condensation by keeping your home warm and well ventilated. If your home does not feature MVHR (mechanical ventilation heat recovery), you may open the windows for a few minutes a day. You may monitor humidity with a battery-operated humidity meter.

What do I need to do to start paying Council Tax?
You may visit https://www.gov.uk/find-local-council to find your Local Authority and visit their website. There, you can setup a new account to pay Council Tax. You can complete the process online and set up a Direct Debit to pay council tax in monthly instalments.
One of the light bulbs in my home is no longer working.
It is easy to replace a lightbulb for most light fittings. You may remove the old light bulb to check whether it is a Bayonet or Screw-in type. You can find replacement light bulbs in supermarkets or on online stores. We recommend using LED light bulbs which save energy and last longer. Please note that most recessed ceiling light fittings use GU10 bulbs. If you have any questions, please feel free to send us a message through the app with photographs and details.
I think I have a leak in my home.
Please locate the mains water shut off valve and turn off the water immediately. Then, please contact us through the app to report the issue. You may provide photographs and details to help us identify the problem. We will try to help you resolve the problem, but if this is not possible, we will arrange a visit by a member of our Home Professional Team.