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Report A Repair

If you would like to report a repair for your property you can use the form on this page to submit your request and a member of our Repairs Team team will contact you as soon as possible.

Reporting Repairs

Repairs are carried out by Direct Works, our in-house team of fully qualified operatives.

When reporting a repair, please provide as much detail as you can. This helps us assess the issue quickly and ensures we send the right tradesperson with the right tools to get the job done efficiently. We’ll let you know how long the repair is expected to take and whether an inspection is needed before our operatives begin the work.

Report A Repair

REPORT AN EMERGENCY REPAIR: 0800 068 1466
24 HOURS PER DAY, 7 DAYS PER WEEK

What is an Emergency Repair?

The list below shows the repairs what we class as emergency items:
  • Gas escapes
  • Burst pipes causing flooding
  • No electrical power for lighting
  • Blocked toilet
  • No hot- or cold-water in the property
  • No gas central heating if no other form of heating is available in the property
  • Broken or damaged door lock or door locks*
  • Broken or damaged windows*
  • Broken handrail to stairs
  • Serious roof leak or water leaking into the property
  • No electrical power to the home
  • Blocked drain or soil pipe causing a serious leak of sewage into your home

*Items with a * symbol will only be repaired if the fault is due to vandalism and you have told the police.

Our Repair Timescales

Emergency: made safe in 4 hours, 24 hours to restore

Urgent: carried out within 2 working days

Repair by appointment: at a time convenient to you

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.

USE THE BELOW FORM TO REPORT NON-EMERGENCY REPAIRS

please try and provide us with as much information as possible. For example, in the case of a dripping tap you could say ‘slow dripping hot water bath tap'
Drag & Drop Files, Choose Files to Upload You can upload up to 5 files.
if possible please send a clear image of the area/repair in question

Other Information

Right to Repair

Some emergency and urgent repairs are covered by the ‘Right to Repair’ rules for Scottish Secure tenants. When you tell us about a problem, we will tell you whether the repair falls under this scheme.

You can view information on the Right to Repair here.

Right to repair means that if we do not deal with qualifying repairs within the agreed timescale, you have the right to appoint another contractor from our approved list to carry out the work. You are also eligible for compensation for the inconvenience if the repair is not carried out.

Rechargeable Repairs

We may charge you for the cost of repair work in the these circumstances:

  • Damage due to neglect or vandalism, or accidental damage caused by you or your household or visitors to your home.
  • Damage caused by unauthorised alterations or installations.
  • Replacing lost or stolen keys.
  • If possible, we will give you a rough cost before the repair is carried out.
  • Your tenancy is ending and were given notice to fix damage or alterations identified during the ‘pre-termination of tenancy inspection’.
  • 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.

Pests & Vermin

We are not responsible for dealing with pest problems in your home. You need to contact your local council’s pest control or environmental health department and ask for their advice. The advice is free but some councils charge for their service, so ask them what the cost may be. You will find contact numbers here, with more information available by clicking on your local council:

North Ayrshire Council
01294-310000

East Ayrshire Council Pest Control
01563-553520

Dumfries & Galloway Pest Control
03033-333000

If you come across pests in shared areas, such as bin stores or closes, contact us at once. We will investigate and carry out the work recommended by the local council.

You can view these local council websites for further information on Pests & Vermin Control.

North Ayrshire Pest Control

East Ayrshire Pest Control

Dunfries & Galloway Pest Control