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Improvements and repairs - council housing

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One of your rights as a tenant is the right to have repairs carried out on your home. By law the Council, as your landlord, must make sure that your home is wind and water tight, and we have to maintain installations in your home which supply gas, water, electricity and drainage.

Reporting a repair

If you need a repair carried out in your home then contact The Repairs Centre on 0845 30 11 110 between 8am and 6pm, Monday to Friday.

If there is an emergency outwith those hours call the same number and your call will be picked up by the emergency repairs service.

Emergency work includes:

  • blocked toilets where the premises contain only one toilet
  • blocked or leaking drains (not blocked sinks)
  • serious storm, accident or floor damage to rooms
  • dangerous structures
  • serious electrical faults, such as overheating of sockets or switches
  • regaining entry where a tenant is accidentally locked out (there is likely to be a charge for this).

Emergency repairs carried out outwith normal hours will be to a standard to make your home safe to live in. In some cases this may mean a temporary measure is put in place. Where necessary a full repair will be completed within 24 hours (during the normal working day).

When you report a repair it is important to give as much information about the problem as possible. To help make this easier all tenants have been issued with a Repairs Handbook. The handbook contains diagrams of potential faults in your home to make it easier for you to describe exactly where the problem is. The same diagrams are included in the electronic repairs recording system used by The Repairs Centre so that we can easily match your descriptions to the problem.

Using illustrations in this way means that we may be able to order the repair straight away.

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How long will I have to wait for the repair to be carried out?

That will depend on the type of repair. There are three main categories. Emergencies will be responded to immediately, but when special parts are needed or the repair is routine there will be a longer wait.

When you report the repair you will be told what category your repair is and how long you should have to wait. 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.

  • Emergencies  - An example of this type of repair would be a total loss of electricity or a potential health and safety risk.
  • Urgent Repairs - For example a partial loss of electricity.
  • Routine Repairs - These are cases where there is no risk to people or further damage to the property. We will carry out the work to make your home a better place to live, but the timescales for doing so will be longer.

As a Council tenant you have a Right to Repair for certain qualifying repairs. These have specific timescales which we aim to meet. You will be told at the time of reporting the repair whether or not it is a qualifying repair.

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.

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Will I have to pay anything for the repair?

The Housing Repairs Service will carry out most repairs to your home.  However, there are some repairs that you will have to pay for yourself.  This list of who is pdf icon responsible for repairs [45kb] shows the majority of repairs which you would be expected to pay for, you will also be charged for repairs of damage caused by an accident, neglect or misuse by you, anyone living with you, or your visitors, and any repairs which need to be carried out after you move out of your home and which go beyond fair wear and tear.

pdf icon Rechargeable repairs [988kb] will only be carried out where you have agreed to meet the costs, which will include an administrative charge and VAT. For more information you can read our full pdf icon Rechargeable Repairs Policy and Procedure [301kb].

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Can I carry out repairs on my home myself?

We are happy for you to carry out repairs to your home yourself, however these repairs must be carried out to an acceptable standard. If the work involves any changes to your home, i.e. through an upgrade to any fixtures, flooring etc, then you will need to apply for permission before beginning the work.

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Avoiding repairs

Please see the Home safety - winter precautions page of this website and our leaflet on pdf icon condensation and damp [386kb] for tips on avoiding some of the most commonly reported repairs.

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What if I'm not satisfied with the repair?

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 . 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

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