Repairs & Maintenance

We know that an effective and reliable repairs service is important to you. That’s why we work hard to make sure your home is kept in good repair.

You can report a repair in one of two ways:

  • Call us on 0800 990 3405
  • Log into the self-service portal on our website to fill out a form

To help us identify the fault and to make sure we send the right people to carry out the repair, please provide a full description of the repair you need.

When you report your repair, you will be offered an appointment. We offer two appointment slots:

  • AM: 8am-12pm
  • PM: 12pm-4pm

If your repair is an emergency, no appointment will be made.

We categorise each repair by how urgently the repair needs to be carried out. Our targets for each category are:

  • Emergency repairs responded to within two hours and carried out within 24 hours
  • Urgent repairs competed within two working days
  • Routine repairs completed within 20 working days
EmergencyUrgentRoutine


Bath and sink


  • No water
  • Blocked sink or bath


  • Dripping taps
Boiler
  • Failure
  • Gas escape
  • Leak
Doors
  • Make safe after break-in
  • Gain access
  • External lock not secure
  • Faulty door entry system
  • Renew glazing
  • Repair/replace door fittings
  • Cupboard/kitchen unit
  • Door renewal or repair
  • Doorbell
Drains
  • Blocked
  • Blocked toilet where there
    is only one in
    the property
  • Blocked communal toilet
  • Blocked toilet where there is multiple toilets in property
Electricity
  • Total power
    failure
  • No lights in
    home
  • Water
    penetration to electrical system
  • Dangerous exposed wires
  • No socket
    working in home
  • No corridor or stair lights
    • Repair extractor fans in rooms with alternative ventilation
    Fences
    • Repair
    Floors
    • Unsafe timber flooring or stair treads
    • General repair
    Gates
    • If a security problem
    • Repair
    Glass
    • If broken/
      dangerous
    • General repair
    Gutters
    • Repair, cleaning, renewal
    Hot water immersion heater
    • No hot water
    Lifts
    • Sheltered or retirement
    • General needs
    Locks
    • Gain access
    • Main door insecure
    • Locks to stores/sheds, etc
    Paths
    • If in dangerous condition
    • Repair
    Pipes
    • Burst internal pipe
    • Leaking soil pipe
    • Burst external pipe unless Scottish Water's responsibility
    • Radiator not working
    • Air lock
    • Repairs to rainwater pipes
    Roofs
    • Slipped ridge, hip or roof tiles
    • Make safe storm damage
    • Rain penetration
    • Major roof repair
    • Replace/re-fix loose cracked tiles
    • Fascia board repair
    • Repair flashing
    Rotary dryers (communal only)
    • Broken
    Stairs
    • If in dangerous condition
    • General repair
    Smoke detector
    • Batteries (only for sheltered or retirement)
    Taps
    • Taps inoperable
    • New washer
    Water
    • No water
    • Overflow
    • Minor leaks
    • Faulty ballcock
    • Toilet not flushing
    • Faulty stopcock valve
    Windows
    • Repair glazing in communal areas if dangerous
    • Board up broken window
    • Window frame not secure
    • Repair glazing in communal areas
    • Repair to frame
    • Repair/renew ironmongery


    Right To Repair
    When you report the repair we will tell you which category your repair falls in, how long it should take and if it is covered by the ‘Right to Repair’ legislation. Your ‘Right to Repair’ means if a qualified repair is not attended to within the agreed timescale, you have the right to appoint another contractor. You are also eligible for compensation for the inconvenience if the repair is not carried out.

    These repairs include:

    • No heating or hot water
    • Insecure external window, door or lock
    • Loss or partial loss of water/gas/electricity
    • Blocked or leaking foul drains
    • Blocked sink, bath or drain
    • Toilet not flushing (where there is only one toilet in property)
    • Unsafe power/lighting socket, or electrical fitting
    • Unsafe access path or step
    • Unsafe timber flooring or stair treads
    • Blocked flue to open fire or boiler
    • Loose or detached bannister or handrail
    • Mechanical extractor fan in an internal kitchen or bathroom not working, where there is no other form of ventilation

    Our Responsibilities
    Except where you have caused the damage, we are responsible for:

    • Management of asbestos
    • Boiler, central heating (gas, pipes, radiators, timers, thermostats, etc), immersion heater, water heating
    • Baths, sinks, basins, taps, showers, toilets, water supply and water pipe
    • Bin shelters
    • Brick and brickwork, retaining walls
    • Carports and garages
    • Chimney stacks
    • Cisterns
    • Clothes poles, drying areas
    • Communal areas to flats
    • Damp-proof courses
    • External decoration
    • Doorbell, doors, external door fittings, door locks (including bathroom), door entry system
    • Downpipes, external drainage and internal blockage (unless the blockage was caused by you), guttering, overflow pipes, fascias, and soffit boards
    • Driveways, paths, steps
    • Electric wiring, sockets and switches, fuse boxes, fuse wires
    • Fences and gates
    • Fire baskets, grates and surrounds
    • Floorboards
    • External handrails
    • Kitchen units, sink worktops and cupboards
    • Lighting pendants and communal light bulbs
    • Communal parking area
    • Plaster and plasterboard, roughcast
    • Communal play areas and equipment
    • Rubbish chutes
    • Roof, roof tiles/slates, roof lights
    • Skirting boards
    • Smoke detectors, carbon monoxide detectors (unless installed by tenant)
    • Stairs, bannisters, communal stair lighting
    • Ventilators and extractor fans
    • Window frame, sills and fittings, ropes for sash and case windows.

    Your Responsibilities

    • Chimney sweeping
    • Clothes pulley, rotary drier
    • Cookers (unless supplied by us)
    • Internal decoration
    • Door nameplates and internal door handles
    • Electric plugs and fuses
    • Garden huts, sheds and greenhouses (unless supplied by us)
    • Glass – external and internal
    • Key – lost or broken
    • Light bulbs
    • Over bath shower (unless a medical adaptation or supplied by us)
    • Smoke detector battery
    • Stair cleaning (unless covered by a service charge)
    • Tiles, fireplace, floor (unless there is asbestos)
    • Toilet seat or lid
    • TV aerials (unless fitted by us for communal use)
    • Waste plug to basin, bath or sink
    • Window – inside and outside

    You’ll need to arrange to carry out any repairs that are your responsibility. Where there is damage of neglect you must also organise the repairs yourself. If you do not do this you will be asked to pay for the repair in full before we commit to carrying out any work for you.

    Criminal Damage
    If you’ve been a victim of criminal damage, we will normally pay for the repair. You must report it to the police and get an incident number. You’ll need a valid crime reference number if the police have been in attendance. You may be responsible for the cost of the repair if this is not supplied.

    Repairs To New Homes
    There are occasions when your home is under warranty (generally, for the first year after they are built). This will result in us asking the builder to return to the property and repairing any defects. It may take longer for them to carry out the repair than our usual response times.

    Pest Control
    It is your responsibility to keep your property pest and vermin free. If you have vermin, you should try a trap or insect killer in the first instance. If this doesn't work, contact your local council's environmental health department. In most instances, the council will charge for their service. We will pay for this unless the pests were caused by your negligence or lifestyle.

    Please contact us for advice if you would like more information.

    Planned Maintenance
    We have an ongoing programme of planned improvement works to our properties. This could include external painting, replacing boilers and heating systems, refurbishing lifts or replacing kitchens, bathrooms or windows. If planned works are going to happen to your home we will tell you what work will be carried out and when the work is going to happen. We will, where appropriate, give you a choice of colours and finishes.