Repairs - commonly asked questions
Can I carry out repairs/ improvement work on my home
myself?
We are happy for you to improve your home. However, you do need
our permission before you start any work on repairs or
alterations.
Applications must be made in writing, giving as much detail as
possible (including sketches or plans). We will not refuse
permission without a good reason. If permission is refused we will
let you know why. You are responsible for the repair and
maintenance of any alterations you carry out.
How will I know you have ordered my repair?
You can request a repair receipt reference number at the time of
reporting your repair, and we will send a written receipt to you a
few days later. The receipt will detail the nature of the repair
and give a contact telephone number.
Can I make an appointment for work to be carried out?
We will offer all tenants who report repairs an appointment for
the work to be carried out, and whenever possible we will make
arrangements which are best for you and suit our working
schedules.
What if I am out when you call?
If an appointment was arranged for the work when you reported
the repair please advise us well in advance if you'll no longer be
available at that time. This will mean we can rearrange a suitable
time to carry out your repair, and means we may be able to give you
original appointment to another tenant.
What if I am not satisfied?
We welcome your comments on the repairs service we provide. If
at any time you are not satisfied with our service please let us
know by contacting The Repairs Centre, your complaint will then be
considered in line with the Council's
Complaints Procedure. If you remain dissatisfied after having
had your complaint considered under the Complaints Procedure you
can take the matter to the Scottish Public Services
Ombudsman:
Scottish Public Services Ombudsman
4 Melville Street
Edinburgh EH3 7NS
Tel (freephone) 0800 377 7330
Text 0790 049 4372
Fax 0800 377 7331
Email ask@spso.org.uk
What if you refuse to carry out my repair?
We will not refuse to repair any fault or damage that is putting
a person's health and safety at risk. There may be times when we do
not carry out repairs, but we will fully explain the reason
why.
Reasons may include:
- If you have applied to buy your home we may decide not to carry
out any repair that is not essential.
- If it is not our policy to do a certain kind of repair we will
not carry it out or arrange it.
- We may defer some repairs that will form part of a large
renewal/ modernisation programme.
