Freezer Full of Ice? Tenant Defrosting Guide
If your freezer has a heavy build-up of ice, the appliance needs to be defrosted as soon as possible. Ice build-up can stop drawers from opening or closing correctly, prevent the door from sealing, reduce the efficiency of the freezer, and may cause water to leak when the ice melts.
Freezer ice build-up is commonly caused by the door not being closed properly, food blocking the drawers, damaged or dirty door seals, warm air entering the freezer, or the freezer being overfilled. Tenants are responsible for using the appliance correctly and defrosting it when required.
Please follow the steps below before opening a maintenance task. If the issue continues after the freezer has been fully defrosted and cleaned, please open a task in the system with the required photos so we can arrange the correct contractor without unnecessary delays.
Important Safety Notice
- Switch off or unplug the freezer before defrosting, where safe to do so.
- Do not use knives, screwdrivers, or sharp objects to remove ice.
- Do not pour boiling water directly into the freezer.
- Do not use a hairdryer or heater inside the freezer.
- Use towels to protect the floor from water as the ice melts.
- Do not force drawers or shelves out if they are stuck in ice.
- Any food that has started to defrost should not be refrozen unless it is still safe to do so.
Video Guide
The video below shows general steps for defrosting a freezer.
How to Defrost the Freezer
1. Switch the freezer off
Switch the freezer off at the control panel or unplug it from the wall socket, where safe to do so. If the freezer is part of a fridge/freezer appliance, please be aware that switching it off may also affect the fridge section.
2. Protect the floor
Place old towels, cloths, or newspaper around the freezer to absorb water as the ice melts. You may need to replace the towels several times during the defrosting process.
3. Remove frozen food
Remove frozen food straight away. To help prevent food from thawing, place it in a cool bag or insulated box with ice packs. Keep it in the coolest area of the property and away from direct sunlight.
Any food that has started to defrost should not normally be refrozen.
4. Remove drawers and shelves if possible
Remove any drawers, shelves, trays, or removable parts where possible and set them aside for cleaning. Do not force them out if they are stuck because of ice. Wait until the ice has melted enough to remove them safely.
5. Allow the ice to melt naturally
Leave the freezer door open and allow the ice to melt naturally. Defrosting can take several hours and, in some cases, up to 24 hours depending on the amount of ice.
Do not use sharp tools, boiling water, hairdryers, or heaters to speed up the process, as this may damage the appliance or create a safety risk.
6. Clean the freezer
Once the ice has melted, clean the inside of the freezer, including corners, seals, drawers, and shelves. Remove any food residue, ice, or dirt that may have collected inside.
7. Dry the freezer fully
Before switching the freezer back on, dry the inside thoroughly with clean towels. This helps reduce the chance of ice building up again immediately.
8. Switch the freezer back on
Once the freezer is clean and dry, switch it back on and allow it enough time to reach the correct temperature before putting food back inside. This may take several hours.
9. Put food back correctly
Once the freezer is cold again, put the food back inside carefully. Do not overfill the freezer, and make sure drawers can close properly.
How to Prevent Ice Build-Up
- Make sure the freezer door is fully closed after each use.
- Do not overfill drawers or block the door from closing.
- Check that food bags or boxes are not preventing the door from sealing.
- Keep the door seals clean and free from food residue.
- Do not leave the freezer door open for long periods.
- Allow hot food to cool before placing it in the freezer.
- Report damaged drawers, damaged seals, or a door that does not close properly.
Photos and Information Required
If the problem continues after the freezer has been fully defrosted, please open a maintenance task in the system. To help us arrange the correct contractor without delays, please upload:
- A clear photo of the freezer before defrosting, showing the ice build-up
- A clear photo of the freezer after it has been fully defrosted and cleaned
- A photo showing whether the freezer door closes properly
- A photo of the door seal, especially if it appears damaged, loose, dirty, or split
- A photo of any damaged drawer, shelf, or part
- A photo of the make and model label, usually found inside the fridge/freezer or around the door frame
- Confirmation that the freezer has been switched off and fully defrosted
- Confirmation that the freezer has been cleaned and dried before being switched back on
- Confirmation that the drawers and door seal have been checked
When to Report the Issue
If the freezer continues to build up ice after being fully defrosted, cleaned, dried, and restarted, please open a maintenance task. We can then review the information and arrange an appliance engineer where required.
Please note that by submitting a maintenance task, you are confirming that the basic defrosting steps above have already been completed. This helps avoid unnecessary contractor visits and allows us to book the correct engineer more quickly.
Possible Contractor Charges
If an appliance engineer attends and the issue is found to have been caused by lack of defrosting, the freezer being overfilled, the door being left open, food blocking the drawers, or the tenant not completing the basic checks above, the call-out charge may be recharged to the tenant.
If the freezer has a genuine mechanical or electrical fault not caused by tenant use, the landlord will normally be responsible for arranging the repair.
