Regarding the water heater and the pipeline.
Regarding the water heater and the pipeline.
◎ Check if you made the request to open the gas connection with the gas company.
The water heater in the room uses gas to heat the water. You must contact the gas supply company and start a contract to have the gas connected/open for your room.
※Tenants who have the short term contracts or have the option to include the utilities to the rent does not need to perform the request with the gas company.
The gas may be temporarily shut due to the safety system.
※Some water heaters also have a controller inside the room with a power button. Be sure the power switch is ON (入) before using the hot water.
【 Common reasons the safety system triggers 】① Use of the gas (hot water) for a long time.
② Strong shakes due to an earthquake.
①Close the hot water faucets, then proceed to check the gas meter display.
・How to check the location of the gas meter: Click here
・How to open the small door below the water heater: Click here
・How to check the information of the gas meter LCD screen: Click here
※If there is no problem on the gas meter, it may be improved by turning on and off the circuit breaker.
② Check how to restore the gas connection below (Video in Japanese).
② Restoring the gas connection:
※Check on the type installed in your room for the information:
▶Gas meter with a button cap.👈
1.Remove the button cap.
2.Long press the button to restore the connection.
(Hold the button down for 3 to 5 seconds)
3.After around 3 minutes,please check hot water is available again.
※If you open the valve without waiting for the 3 minutes, the procedure may fail.
▶Gas meter without a button cap (with a LCD screen)👈
2. Long press the button to restore the connection.
(Hold the button down for 3 to 5 seconds)
3. After around 3 minutes,please check hot water is available again.
※If you open the valve without waiting for the 3 minutes, the procedure may fail.
※If the water flow/pressure for the hot water is too low, the heater may stop heating the water.
Raising the normal (cold) flow will make the hot water flow decrease, making the heater stop.
If there is no improvement after trying the instructions above, contact your gas supply company to check the contract condition. If there is no problem with the gas supply, the water heater may have a malfunction. Please, file an [Inquiry form] with the details.
※**If no water comes out when opening the hot water side on the faucet**※The water supply valve of the water heater may be closed.
Please, check the details here.
Most apartments have a gas chamber with the heater, water and gas pipes by the side of the front door.
When you open gas chamber door, you can see the gas meter, the gas valve and the water valve of the heater inside.
Picture example: Left side: water valve. Right side: gas valve. Bottom: Gas meter.
Please click on the desired item shown below to check the details.
※Some buildings may have a different type of gas chamber door lock.
File an [Inquiry form] if you are unable to open the door.
Press the top part for the handle to come out and turn the handle to unlock, then pull the door to open.
※This type of door only opens one side at first.
To open the other side, please unlock the stopper in the inner side of the door.
■ How to unlock the stopper (Be sure to check the room number)
・First, open the door with the front lock.
The gas meter has safety sensors that will cut the connection of the gas automatically to prevent accidents with gas leaks.
If the gas meter has a LCD screen, it will show on the display the reason of the gas was cut with a combination of alphabet letters. Please check the details below and try restoring the gas connection.
※If the display is showing a different message than the ones described above, contact your gas supply company or file an [Inquiry form] for more information.
※If there is only "ガス止" mark without the alphabet letters on the display, check if you already completed the procedure to open the gas connection with the gas company.
⇒ In order to use hot water with the water heater, you will need to have a contract with a gas company to supply the gas for your unit.
If you have a contract with the utilities included, such as the short term Monthly contracts, you do not need to request the procedure to open the gas. Please report to us through an [Inquiry form].
Left side - Water valve. Right side - Gas valve.
Valve knob parallel to the pipe: Open. Valve perpendicular to the pipe: Closed.
・How to open the gas chamber door under the water heater
■ Water heater installed inside the room (Hokkaido region):
It depends on the models of the electric water heater. If you don't have the manual or can check the heater specifications, consider the standard amount of 150L to 200L (Around two bathtubs).
The location will depend on the building, but it is usually installed in the ground of the ground floor of the building's common areas, such as the corridor close to the entrance of the rooms or the back passage.
Some building may also have the water meter installed inside the pipe space below the water heater.
Once you open the door of the gas chamber, you can find it on the ground inside.
If you cannot find the main water valve, contact your water supplier or file an [Inquiry form].
① During the winter : Freezing of water pipes (water heater).
During the winter, the water inside the pipes of the water heater may freeze due to the low temperatures.
The frozen water may melt and start flowing again once the temperature rises.
・How to prevent the freezing of the pipeline: ⇒ Check here.
・When it's already frozen: ⇒ Check here.
② If freezing does not seem to be the reason.The water valve of the heater may be closed.
Follow the instructions below on how to check if the water valve is closed or open.
➁ -１：Check here
-If the water valve knob is parallel with the pipe, it means it's open.
-If it's a round valve, open it counter-clockwise.
② - 3：Some buildings also have water valves for the faucet installed on the kitchen sink. Check inside the cupboard for the valves.
If there is no problem with the water valves, try to turn off and on again the main switch of the circuit breaker.(Will reset the water heater to solve configuration problems.)
During the winter, the water inside the pipes of the water heater may freeze due to the low temperatures.
The frozen water may melt and start flowing again once the temperature rises.
※The frozen water in the pipes may melt faster if you warm the inside of the apartment.
You can also request a paid service from a company to defrost the pipeline.
File an [Inquiry form] for more information.
※Check here ways to prevent the freezing of the pipeline.
The main water valve that supplies water to the room may be closed for some reason.
Please, check if the main water valve is open. Click here.
Some buildings have water tanks installed and the supply may have stopped.
File an [Inquiry form] for more information and request a inspection if necessary.
It is required to clean and test the water inside the water tank. In our properties, a specialized company will visit at least once per year.
※The criteria for the inspection vary by region.
On the day of the cleaning and inspection, the water will not be available.
You will not be able to use the faucets, shower, toilet, washing machine etc... Please, check the informed dates and times of the cleaning and inspection to prepare beforehand.
The water will not be available for around 3 hours, but may take longer depending on the building (tank size, placement, etc...).
The rooms are notified beforehand and a notice is posted on the notice board, informing the date and time of the cleaning and inspection.
When using hot water, the temperature is controlled by mixing the hot water with the cold (room temperature) water.
If you do not open the hot water valve enough, the water heating may become unstable due to the lack of water passing through the water heater. Please, open all the hot water valve and then regulate with the cold water faucet.
※If there is not enough water passing through the heater, it will stop heating the water completely.
If only normal water starts flowing, close the faucets and open again to turn on the water heater and have the hot water again.
【If the water pressure is low.】
If the hot water is not flowing (not enough water pressure to start heating), check if all the related water valves are completely open.
【Heater's water valve】：check "Water is coming from the normal water part, but none from the hot water of the faucet."
【Main water valve for the room】：Click here
If the problem persists even after checking the items above, the water heater may have malfunction.
Please, file an [Inquiry form] with the details of the problem and the information of your water heater.
An inspection of the pipeline will be needed even if you can not find a water leak.
Please, file an [Inquiry form] with the details.
When the water stops flowing due to the freezing on the pipes, you can wait until the temperature rises and the water starts to flow again after the ice melts naturally.
※It may take time for the frozen water pipe to defrost, but you can shorten it by raising the temperature inside the room and around the area that use water.
If the water does not starts to flow again naturally, check the details below.
The water inside the pipe of the water heater may be frozen.
You can cover the water supply pipe below the water heater with a rag, towel, etc. and slowly pour warm water over it.
※Do not pour hot/boiling water directly over the pipe, as it may damage the pipe and the equipment.
If there is an electric power outlet close to the water heater, you can also use a hair dryer to warm the pipe instead.
Since you will not be able to tell which pipe is frozen, try the instructions below.
Cover the exposed water pipe, such as the water meter of the room, the water heater pipes, faucets outside the room with a rag or towel and slowly pour warm water over it.
※Do not pour hot/boiling water directly over the pipe, as it may damage the pipe and the equipment.
Also, try rising the temperature inside the room and the places where water is used.
Ex: Water supply pipes of the water heater outside the room.
You may also request a paid service to defreeze the pipeline. Please, inform through [Inquiry form].
※During the high demand season, the companies that are able to do the service will have the schedule full and may take days or weeks to be able to visit. We recommend taking care and preventing the the freezing as much as possible.
Inform the local of the room and details of the leak through our [Inquiry form].
Example:
● Water is leaking from the bathroom faucet even after closing.
● Water is leaking from the base of the handle of the kitchen's tap.
After checking the details provided, we will arrange repair.
※Some parts of the apartment has a valve to close the supply (for the faucet, toilet, etc.). Please, close this valve when not using the water until the repairs are concluded.
If there is food/waste accumulated in the drain basket filter, it may be clogging the sink and decreasing the drainage capacity.
Check if the filters inside the drain are clean.
(Use a brush to remove the accumulated dirty between the nets on the basket)
Some sinks also have a rubber filter which may slow the draining when covering the drain. You can remove the filter when necessary.
Kitchen sink
Drain cover
The drain cover is to stop the water from draining.
Change with the rubber filter when you want the water to completely stop.
Drain rubber
The drain rubber to prevent bigger solids from flowing into the drainage.
Note that the drainage will be slower when it is installed.
Drain basket
Customers who subscribed to the insurances 『Tenant Support ＆ Key Safety System』 or 『Tenant Support System』 may have the maintenance for the pipeline free of charge.
Click here for details.
※In some cases, the cost may be charged for repairs caused by the tenant carelessness (i.e. dropping items in the drain) or negligence (i.e. lack of cleaning).
Inside the drain there is a part that traps the running water before draining so the air with the smell of the sewerage does not get into the room.
If the drain is not regularly used, the water accumulated on the trapping part may evaporate and the smell will manage to get into the room.
※The basket filter inside the drain also has the function to block the smell coming from the sewerage.
Please, keep the basket installed and clean.
For further questions, file an [Inquiry form] with the details.
We will arrange the repairs, so please file a report through our [Inquiry form].
If the pipes have a water valve (handle) installed:
While the maintenance is being prepared, please close the valves when not using the water.
※If the is too much water leaking or the valves on the sink does not stop the leak, close the main water valve of the room and wait for the repairs.
Location of main water valve: Check " Location of the main water valve of the room.
"
◎ Check if you made the request to open the gas connection with the gas company.
The water heater in the room uses gas to heat the water. You must contact the gas supply company and start a contract to have the gas connected/open for your room.
※Tenants who have the short term contracts or have the option to include the utilities to the rent does not need to perform the request with the gas company.
The gas may be temporarily shut due to the safety system.
※Some water heaters also have a controller inside the room with a power button. Be sure the power switch is ON (入) before using the hot water.
【 Common reasons the safety system triggers 】① Use of the gas (hot water) for a long time.② Strong shakes due to an earthquake.
①Close the hot water faucets, then proceed to check the gas meter display.
・How to check the location of the gas meter: Click here
・How to open the small door below the water heater: Click here
・How to check the information of the gas meter LCD screen: Click here
※If there is no problem on the gas meter, it may be improved by turning on and off the circuit breaker.
② Check how to restore the gas connection below (Video in Japanese).
② Restoring the gas connection:
※Click on the type installed in your room for the information:
1.Remove the button cap.
2.Long press the button to restore the connection.
(Hold the button down for 3 to 5 seconds)
3. After around 3 minutes, please check hot water is available again.
※If you open the valve without waiting for the 3 minutes, the procedure may fail.
※If the water flow/pressure for the hot water is too low, the heater may stop heating the water.
Raising the normal (cold) flow will make the hot water flow decrease, making the heater stop.
If there is no improvement after trying the instructions above, contact your gas supply company to check the contract condition. If there is no problem with the gas supply, the water heater may have a malfunction. Please, file an [Inquiry form] with the details.
2. Long press the button to restore the connection.
(Hold the button down for 3 to 5 seconds)
3. After around 3 minutes,please check hot water is available again.
※If you open the valve without waiting for the 3 minutes, the procedure may fail.
※If the water flow/pressure for the hot water is too low, the heater may stop heating the water.
Raising the normal (cold) flow will make the hot water flow decrease, making the heater stop.
If there is no improvement after trying the instructions above, contact your gas supply company to check the contract condition. If there is no problem with the gas supply, the water heater may have a malfunction. Please, file an [Inquiry form] with the details.
The water supply pipe of the water heater may burst when the water inside freezes and expand, causing it to leak.
Please, check the room number of the water heater that is leaking and inform us through our [Inquiry form].
※**If there is no water coming from the faucet due to the leak**※To prevent damage from escalating, please close the water valve below the water heater.※Error message ［11］
The heater is not receiving gas, either because the gas valve is closed or the gas supply of the room has been cut.
Check if the gas valve of the heater is properly open.
Check here to restore the gas supply if there is an error on the gas meter.
**※Error message［90］** **The exhaust vent (smokestack) is clogged - Snow may have accumulated in the exhaust vent due to the wind or a snowstorm.**
The exhaust vent is connected to outside and usually installed close to the room window. You can use a long object such as a pole to remove the snow.
※Please be careful when removing the snow and do not lean your body outside.
※If you cannot reach the vent, do not take the risk and inform through our [Inquiry form] the details.
- Check if the procedure to start using the heater was made.
※To use the electric heater you need a different procedure from the electricity and the water supply contracts.
- Check if the circuit breaker of the room is ON [入].
※The water heater only works during the night. After turning on the power, you will only be able to use the hot water on the following day.
- Right after you turn on the power, you will not be able to use the hot water, since the heater was off and can only heat the water during the night to use during the day.
If there is no issue after checking above, please check the manufacturer and model number of the electric water heater and inform us from [Inquiry form].
For information regarding gas heaters, check here.
- You can use around two bathtubs worth of hot water per day with an electric heater.
※Once the stored hot water is used, you will need to wait after the water is heated again (it'll be heated between 23:00 to 7:00 then becoming available again).
If there is no issue after checking above, please check the manufacturer and model number of the electric water heater and inform us from [Inquiry form].
For information regarding gas heaters, check here.