Help us keep you safe

Carbon Monoxide alarms

At ñNTR your safety is at the forefront of all that we do. When you move into your new home you will find smoke alarms fitted on each floor and a carbon monoxide (CO) alarm if required.

Carbon monoxide is a dangerous gas that may be produced by the incomplete burning of fossil-fuels, such as natural gas, liquefied petroleum gas (LPG), oil, wood and coal. Open fires, stoves, boilers, cookers and even barbeques have the potential to give off carbon monoxide.

It can’t be seen or smelt, but an alarm can detect it.

These alarms are fitted in your home to keep you, your family and your neighbours as safe as possible and to alert you to the first signs of danger so that you can act.

As your landlord we will check these alarms on an annual basis, normally as part of other routine works such as gas safety checks or electrical safety inspections. But regular testing by you is the most important and efficient way to make sure these alarms are working correctly.

You must not tamper with, remove, cover up or in any other way damage or prevent your smoke and carbon monoxide alarms from operating in their intended manner.

PLEASE NOTE – Always ask to see identification before letting anyone into your home. Our staff and contractors always carry photo ID.

As your landlord we have important legal duties and obligations.

Most of these responsibilities involve safeguarding you, your home and family.

By law, we must carry out safety checks and it’s an important condition of your tenancy that you give us access to your home to carry out these vital checks.

Within this area of our website you can find out more about the different types of safety checks we carry out and how you can help us to make sure you, your family and neighbours are kept safe.

What safety checks do you carry out?

Our safety checks include:

  • Gas servicing and repairs
  • Electrical installation checks and associated repairs
  • Solid fuel and oil central heating servicing and repairs
  • Managing asbestos
  • Solar PV roof panel inspections
  • Un-vented cylinders checks
  • Fire doors safety check
  • Fire risk assessments – communal areas and sheltered schemes only
  • Stairlifts and hoists
  • Smoke and Carbon Monoxide checks and associated repairs

How do I know if my home needs a safety inspection?

When we need to carry out a safety inspection we will contact you and let you know when we, or one of our contractors, will visit your home to complete the work.

What will happen if I don’t allow access to my home?

If you do not keep pre-arranged safety inspection appointments and ignore other subsequent communications, we may have no alternative but to seek a possession order or injunctionfor access to your home.

Until any outstanding safety checks have been undertaken, we cannot carry out any planned improvements at your home and only emergency repairs will be completed.

What should I do if I need to change a safety check appointment?

If you need to change a safety check appointment please contact our customer services team on0800 048 8955as soon as possible.

The cost of missed appointments could be spent on home improvements. Each year, this could mean 18 new kitchens or 25 new bathrooms.

Charging and storing e-scooters and electric bikes safely

E-scooters and electric bikes are becoming more popular and most are powered by lithium-ion batteries which can be charged in the home.

It is important when charging e-scooters and electric bikes, that you do so safely to avoid the risk of a fire starting and putting your families, neighbours and homes at risk.

Charging guidance:

  • Follow the manufacturer’s instructions when charging and always unplug your charger when it’s finished charging.
  • Ensure you have working smoke alarms. If you charge or store your e-bike or e-scooter in a garage or kitchen, ensure you install detection devices. We recommend heat alarms rather smoke detectors for these areas.
  • Charge batteries whilst you are awake and alert so, if a fire should occur, you can respond quickly. Don’t leave batteries to charge while you are asleep or away from the home.
  • Always use the manufacturer approved charger for the product, and if you spot any signs of wear and tear or damage, buy an official replacement charger for your product from a reputable seller.
  • Do not cover chargers or battery packs when charging as this could lead to overheating or even a fire.
  • Do not charge batteries or store your e-bike or e-scooter near combustible or flammable materials.
  • Do not overcharge your battery – check the manufacturer’s instructions for charge times.
  • Do not overload socket outlets or use inappropriate extension leads (use un-coiled extensions and ensure the lead is suitably rated for what you are plugging in to it).
  • In the event of an e-scooter, electric bike or lithium-ion battery fire – do not attempt to extinguish the fire. Get out, stay out, call 999.


  • Avoid storing or charging e-scooters and electric bikes on escape routes or in communal areas of a multi-occupied building. If there’s a fire, it can affect people’s ability to escape.
  • Store e-scooters and electric bikes and their batteries in a cool place. Avoid storing them in excessively hot or cold areas.
  • Follow manufacturer’s instructions for the storage and maintenance of lithium -ion batteries if they are not going to be used for extended periods of time.

Damage and disposal of lithium-ion batteries

Batteries can be damaged by dropping them or crashing e-scooters or electric bikes. Where the battery is damaged, it can overheat and catch fire without warning. Check your battery regularly for any signs of damage and if you suspect it is damaged, it should be replaced and should not be used or charged.

If you need to dispose of a damaged or end of life battery, don’t dispose of it in your household waste or normal recycling. These batteries, when punctured or crushed can cause fires in bin lorries, recycling and waste centres. Your e-scooter or electric bike manufacturer may offer a recycling service. Alternatively check with your local authority for suitable battery recycling arrangements in your area.

E-bike conversion kits

Conversion kits allow you to add an electric motor to your bicycle, but not all of them are sold with a battery. The battery must then be purchased separately, sometimes from a different seller.

Cheaper batteries purchased from online sources which don’t necessarily adhere to UK safety regulations are more likely to fail and cause a fire. Buying batteries second hand means you may be buying a battery that is already damaged and a fire risk.

DIY installations can also lead to damage of the kit, increasing the chances of battery failure and the likelihood of a fire.

If you are planning to convert your bicycle to an e-bike, get a professional to carry out the conversion. When buying batteries for your conversion, make sure you are buying from a reputable seller and that they aren’t second hand.

Have I got damp or is it condensation?

Please visit our dedicated website page for advice.

Find out more

Meter tampering – Report it!

Meter tampering is illegal and highly dangerous.

Tampering with a meter means interfering with it so that it doesn’t record the correct amount of gas or electricity used, or even attempting to bypass the meter.

This is very dangerous and can cause electrical shocks, severe burns, house fires, gas leaks and explosions. As homes are often close to other houses or flats, meter tampering can put at risk the lives of neighbours and people nearby.

It is also theft and can lead to a fine or prison sentence.

If you are concerned that a meter may have been tampered with, call our customer services team on 0800 048 8955. You can also report it anonymously to Stay Energy Safe by completing a form or by calling them on 0800 023 2777.

In case of an emergency call the National Gas Emergency Line on 0800 111 999.

How are we doing?

In our latest tenant satisfaction measures results, we were pleased to see that so many of you say that feel safe in your home.
See our 2023-24 results

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