Please provide a contact number and advise on your availability to allow access. When you report a repair, please provide as much detail as possible. This allows us to assess the work and ensure we send the right tradesperson with the right tools. We will let you know whether staff will need to inspect the repair before sending a tradesperson.
EMERGENCY REPAIRS TEAM: 0800 068 1466
24 HOURS PER DAY, 7 DAYS PER WEEK
OUR RESPONSIBILITY
- Maintaining the heating systems.
- Painting and repairing the shared common areas.
- Reglazing windows (if you have told police and the damage was not caused by you or your visitors). Please provide us with the police incident number to avoid being re-charged.
- Maintaining sanitaryware such as toilet bowls, cisterns, etc.
- Maintaining hot and cold water in the property.
- Maintaining kitchen fixtures and fittings, taking account of fair wear and tear.
YOUR RESPONSIBILITY
- Replacing lost keys or forcing entry (we can do this for you, but you will be re-charged).
- Decorating.
- Cleaning shared areas (unless this is a re-chargeable service we provide).
- Clearing blocked waste pipes caused by fat or household items.
- Resetting tripped circuit breakers.
- Replacing plugs and chains on baths, sinks, wash hand basins and toilet seats (after you’ve moved in).
- Damage caused through neglect of the property by you, family, or visitors. You may be re-charged for these repairs.
OUR REPAIR TIMESCALES
Some maintenance and inspections are carried out periodically, but if you think there is a problem with your property, contact us. Help us provide you with the best service we can by responding to contact and allowing access for any inspections or repairs.
Emergency: made safe in 4 hours, 24 hours to restore
Urgent: carried out within 2 working days
Repair by appointment: carried out at a time convenient to you
RIGHT TO REPAIR
This is only a general guide and not a complete statement of the law. If you want to know more about your rights, you should get advice from a solicitor or your local Citizens Advice Bureau.
Under the Housing (Scotland) Act 2001, tenants have the right to have small urgent repairs carried out by their landlord within a given timescale. If we don’t carry them out in time, you can arrange them yourself and ask to be reimbursed.
The scheme covers certain repairs up to the value of £350. These repairs are known as ‘qualifying’ repairs. They include:
- Unsafe power or lighting sockets or electrical fittings
- Loss or part loss of electric power
- Loss or part loss of gas supply
- A blocked flue to an open fire or boiler
- External windows, doors or locks which are not secure
- Loss or part loss of space or water heating if no alternative heating is available
- Toilets which do not flush (if there is no other toilet in the house)
- A blocked sink, bath, or basin.
- Loss or part loss of water supply.
- Significant leaking or flooding from a water or heating pipe, tank, or cistern.
- Unsafe rotten timber flooring or stair treads.
- Unsafe access to a path or step.
- Loose or detached bannisters or handrails.
- A broken mechanical extractor fan in a kitchen or bathroom which has no external window or door.
We will be able to tell you if a repair you need is included in the scheme. We will also let you know:
- the maximum time the repair must be done in; and
- how we deal with repairs that are not covered by the scheme
Details on the stages of this can be found at www.citizensadvice.org.uk and select the housing option.
MAINTENANCE OF YOUR HOME
Cyclical repairs include electrical and gas safety checks and painting closes and fences. These have a pre-set arranged cycle e.g. yearly, every 5 years.
We operate planned maintenance programmes for replacements of components in your home. We will contact you when replacements are due in the programmed financial year.
Our ground maintenance includes grass cutting, weed killing/removing, litter picking and shrub beds in common areas. Cutting season starts in April and finishes in October each year.
We may re-charge you for the cost of repair work in these circumstances:
- Damage due to neglect or vandalism, or accidental damage caused by you, or visitors
- Damage caused by unauthorised alterations or installations
- Replacing lost or stolen keys
- Your tenancy is ending and you were given notice to fix damage or alterations identified during the ‘pre-termination of tenancy inspection’
We will let you know if we are going to re-charge for a repair, and if possible, provide an approximate cost before the repair is carried out.
If a repair does not constitute an emergency, you may be re-charged for the call out.
You may be recharged for attendances for staff and contractors where we have had to organise a forced entry to undertake Health & Safety inspections and where access has not been given on at least two previous occasions.