We split repairs into three categories - emergency, urgent and routine - to help prioritise the repairs we carry out.
How long we will take to respond and complete the repair depends on the type of repair.
| Category | Example | Response time |
|---|---|---|
|
Emergency repairs |
Repairs that need immediate attention for the safety of tenants and the security of the property. This includes total loss of water, electricity, or heating (in cold weather), serious roof leaks, breaches of security to outside doors and windows | Within four hours |
| Urgent | Repairs that need attention to stop further deterioration to the property or undue risk or inconvenience to the tenant. This includes plumbing leaks, central heating faults, blocked drains, minor electrical faults | Within three working days |
| Routine | Any other day-to-day repairs such as minor joinery or plumbing repairs | Within 10 working days |
Right to Repair
Some repairs are covered by the Right to Repair regulations. This means if a qualifying repair is not attended to within the agreed timescale, you have the right to appoint another contractor. You also qualify for compensation for the inconvenience if the repair is not carried out.
When you report a repair, we will let you know if it falls into this scheme. Or, you can find out more about Right to Repair on the Scottish Government's website .
If our service doesn’t meet your expectations
If you are not happy with our repairs service please let us know by calling 03451 400 100. Or, you can use our online feedback form .