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Improvements and Repairs to your Council House

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Details on how to report repairs, emergency repair criteria and charges for repairs

Repair Criteria

There are three categories of repairs. Emergencies will be attended to and made safe within 24 hours of being reported and, where possible, we will carry out the full repair.

  • Emergencies - An example of this type of repair would be a burst water or heating pipe, no heating/hot water, no electricity or carbon monoxide alarm sounding.
  • Urgent Repairs - For example minor leaks, damaged flooring and tiles or minor faults to showers where other washing facilities are available.
  • Appointments - These are every day repairs that are needed as a result of normal wear and tear of the property. These repairs will be carried out through a mutually agreed appointment. Some examples are: Faulty radiators or faulty electrical switch or light pendant.

You should check the Common Faults guidelines before reporting a repair to us. You should also know Our Responsibility to You and Your Responsibility as a tenant.

There are a list of Qualifying Repairs which include the timescale for completion in full working days.

Repair Charges

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 will explain who is pdf icon responsible for repairs [120kb] of each item.

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 [299kb].

Complaints about Repairs

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

Monthly repairs performance - July 2016

Our average response time for an emergency repair - 6 hours (4.2 hours in June)

Average void time for vacant properties - 17.87 days (18.5 in June)

Appointments kept for repairs - 95.5% (97% in June)

Telephone calls from tenants - 3,308 (3,470 in June)

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