If a toilet is not flushing properly, the water is draining slowly, or the water level is rising, the toilet may be blocked. Common causes include excessive toilet paper, wipes, sanitary products, cotton buds, food, or other objects being flushed down the toilet.
Tenants are responsible for using the toilet correctly and taking reasonable steps to keep the drainage free from blockages caused by use. Before a plumber is booked, please follow the safe troubleshooting steps below.
If the blockage continues after the steps have been completed, please open a maintenance task with the required photos and information. This helps us arrange the correct contractor without unnecessary delays.
Important Safety Notice
```- Do not keep flushing if the water level is rising.
- If the toilet is close to overflowing, stop using it immediately.
- Wear waterproof gloves and protect the surrounding floor with towels.
- Do not put your bare hands into the toilet.
- Do not use boiling water, as it may damage or crack the toilet.
- Do not mix chemical drain cleaners, bleach, or other cleaning products.
- If sewage is coming back through more than one toilet, sink, bath, or shower, report the issue immediately.
Video Guide
The video below contains general advice on how to unblock a toilet safely.
How to Unblock the Toilet
1. Stop flushing the toilet
If the water level is rising, do not flush the toilet again. Repeated flushing may cause contaminated water to overflow onto the floor.
2. Protect the surrounding area
Place old towels or absorbent cloths around the base of the toilet. Wear waterproof gloves before attempting to clear the blockage.
3. Remove any visible obstruction
If an object is clearly visible and can be removed safely while wearing gloves, carefully remove it. Do not push the object further into the pipe.
Do not attempt to remove anything using sharp tools that could damage the toilet.
4. Use a toilet plunger
Use a toilet plunger with a flange designed to fit inside the toilet outlet. There should be enough water in the bowl to cover the rubber part of the plunger.
Place the plunger firmly over the outlet to create a seal. Push down gently at first to remove trapped air, then use controlled up-and-down movements several times.
Remove the plunger carefully and allow time for the water to drain. Repeat the process if necessary.
5. Try warm water and washing-up liquid
If the blockage appears to be caused by toilet paper or organic material, add a small amount of washing-up liquid to the bowl. Carefully add warm water and leave it for approximately 15 to 30 minutes before trying the plunger again.
Do not use boiling water, as the sudden temperature change may damage the toilet.
6. Use a toilet auger if available
A toilet auger can be used to reach a blockage located further inside the toilet trap. Follow the product instructions carefully and avoid scratching the toilet surface.
Do not use unsuitable metal rods, coat hangers, or sharp objects.
7. Test the toilet carefully
Once the water level has returned to normal, test the toilet using a small amount of water first. Only flush once you are satisfied that the water is draining correctly.
What Must Not Be Flushed
Only human waste and a reasonable amount of toilet paper should be flushed down the toilet.
The following items must be placed in the bin and must not be flushed:
- Wet wipes, including products described as flushable
- Sanitary towels and tampons
- Nappies
- Cotton buds and cotton wool
- Paper towels and kitchen roll
- Dental floss
- Food or cooking grease
- Condoms
- Cat litter
- Cleaning cloths or sponges
- Any plastic or solid objects
When to Report the Issue Immediately
Please stop using the toilet and report the issue immediately if:
- The toilet is overflowing or at immediate risk of overflowing
- Sewage or dirty water is coming back into the toilet
- More than one toilet, sink, shower, or bath is blocked
- Water is leaking from the toilet, pipework, or base
- The toilet is loose, cracked, or damaged
- The blockage repeatedly returns after being cleared
- You believe the blockage is located in the main building drainage system
Photos and Information Required
If the blockage continues after completing the troubleshooting steps, please open a maintenance task in the system and provide:
- A clear photo of the toilet and the water level
- A short video showing what happens when the toilet is tested, provided it is safe to do so
- Confirmation that a toilet plunger has been used
- Confirmation that any visible obstruction has been checked
- Details of whether the water drains slowly or does not drain at all
- Details of whether the toilet is overflowing
- Confirmation of whether any other sinks, showers, baths, or toilets are also affected
- Details of when the issue first started
- Details of anything that may have been accidentally flushed
Possible Contractor Charges
If a plumber attends and the blockage is found to have been caused by excessive toilet paper, wipes, sanitary products, food, foreign objects, or another item flushed by the tenant or their guests, the plumber’s call-out and unblocking charges may be recharged to the tenant.
In a shared property, the cost may be shared between the tenants if the blockage relates to a shared toilet and individual responsibility cannot be identified.
If the issue is caused by damaged pipework, a structural drainage defect, a collapsed drain, or another fault not caused by tenant use, the landlord will normally be responsible for arranging the repair.
By submitting a maintenance task, you are confirming that the safe troubleshooting steps above have already been completed, unless the toilet is overflowing or the situation is urgent.
