All you ever wanted to know about toilets

Toilets may not be something you spend much time thinking about, but they can be a major headache if they go wrong. Here’s your handy guide to types of toilet, how to avoid blockages and possible solutions for the most common problems.

What not to flush

You’d be surprised at just how many blockages are caused by people flushing inappropriate things down the toilet! Unfortunately, we are not responsible for clearing blockages caused by misuse, so:

  • Never flush anything other than toilet tissue.
  • No nappies, sanitary products, cotton wool etc.
  • Even wet wipes that are marketed as flushable can cause issues.
  • If you live on a development with a pumping station it’s absolutely essential you follow this advice.

Fixing a loose lid or seat

  • Fixing this is usually just a matter of tightening the nuts and bolts that hold the seat and lid in place.
  • The toilet seat bolts may be visible, or they may be behind plastic covers that can be lifted away from the bolts, or gently prised up with a flat-bladed screwdriver. 

  • If the bolts have a slot for a screwdriver, make sure the seat and lid are properly aligned on the toilet and simply tighten clockwise, until the toilet seat is no longer loose.
  • Take care if the bolts are made of plastic, as over-tightening may cause them to break.
  • If the bolts are turning without tightening you’ll need to hold the nut at the other end, under the toilet.
  • Sometimes these are large and can be tightened by hand. For smaller types you’ll need a pair of pliers to secure them while you tighten the bolts.
  • There are also many helpful videos on YouTube that demonstrate how to do this.

Flush not working

There are several different flushing mechanisms and so there could be a number of different reasons it’s not working. In which case, please contact us if your toilet is not flushing properly.

Continuous flushing

It is advisable to check toilets to ensure they are flushing correctly on a regular basis.  Should you experience water trickling or continuous flushing, please isolate and stop using the toilet before contacting us.

Dealing with Leaks

Leaks can sometimes occur from a toilet cistern, particularly where the mains water is connected to the cistern and where the cistern connects to the toilet.

  • Often the connection to the cistern will have an isolation valve that can be used to shut off the water supply.
  • Closing the valve and then flushing the toilet should leave the cistern largely empty, and hopefully limit any ongoing leak.
  • This is a temporary measure to limit the impact of a leak and you’ll need to call a plumber. If you are within your two-year warranty period, call us first and we will make an inspection.


Our teams are on hand when you need us, especially in the event of an emergency.

Get in touch

The New Home Customer Care Team is available via email.