The property manager will carry out repairs to your home when you report them.  Repairs can be notified by letter, telephone, in person or by email.  

When reporting a repair, it helps if you can provide three pieces of crucial information:

  • Your name, address and contact telephone number;
  • The location and exact nature of the problem (the more information you can give, the better);
  • Details of any special access arrangements.

How long will it take for my repair to be carried out?

Repairs will be carried out as quickly as possible and may be prioritised depending on the severity of their nature and level of emergency, for example:

EMERGENCY REPAIRS

Emergency Repairs – Response within 12 Hours and completed within 48 hours

Electrical

Plumbing

Joiner

Building

Roofing

Gas Heating

No power anywhere in the property

Burst pipes, (Tenant to locate stop cock and turn off)

Locked out of property (Tenant may be charged for this service)

Dangerous structures (will only be made safe)

Serious water penetration (e.g. water physically coming through ceiling)

No gas heating and/or if a smell of gas contact National Gas Emergencies number on 0800 111 999

No lights anywhere in the property

Serious leaks from pipes, tank or cistern and/or  appliances (Tenant to locate stop cock and turn off)

Secure doors and/or windows vandalised or forced entry

 

 

 

None of the electrical sockets working

Water overflow due to pressure and / or damaged cistern

Broken windows to be boarded (Tenant charged if no police incident number provided)

 

 

 

No electrical heating (if main source of heating is electric)

Toilet not flushing and likely to cause a health concern

Garage door not opening and only if car stuck in side

 

 

 

Ineffective smoke and/or carbon monoxide alarms

Blocked external drain.   NB. If over-flowing this should be referred to Scottish Water 0800 0778778

Doors and/or windows not shutting properly and pose a security threat, e.g. ground floor

 

 

 

Dangerous and/or broken wiring

Total loss of main water supply Call Scottish water 0800 0778778

 

 

 

 

Smell of electrical burning

Blocked toilet, sink that is overflowing

 

 

 

 

 

No communal stairwell lighting where building totally owned by Charity

 

 

 

 

 

No hot water if required for medical reasons

 

 

 

 

 

 

URGENT REPAIRS

Urgent Repairs – Urgent Repair Responded to within 24 hours and completed within 5 working days.

Electrical

Plumbing

Joiner

Building

Roofing

Gas Heating

Partial heating

Leaking sanitary fittings

Faulty house and/or garage locks where security is compromised

Renew fire baskets if only form of heating.

Minor roof leaks

No heating but alternative sources of heating are available

No hot water

Blocked waste at bath, wash hand basin or sink in pipe network

Loose banisters, handrails, flooring and/or stair treads, which are dangerous 

Slabs on footpaths where these are a trip hazard or unsafe access to a path or step

Loose and/or dangerous roof coverings including loose or missing cowl

No hot water if there is no electric immersion

Faulty sockets and/or switches in one or more rooms and not reported as dangerous

No water for bath and/or shower Call Scottish water 0800 0778778

 

Communal area repairs where these are a safety issue

 

Faulty gas fire (if charity is owner)

Faulty thermostat

Leaking waste pipe or pipes

 

Fences or boundary walls but only if dangerous and (owned by Charity)

 

 

TV aerial only where pre-approved by the Charity (Does not cover Sky Dishes)

Continuous water hammer noise

 

 

 

 

Partial communal stairwell lighting where building totally owned by Charity

Partial loss of main water supply check with Scottish Water

 

 

 

 

Broken mechanical fan where there is no window

 

 

 

 

 

Faulty electric shower if no bath

 

 

 

 

 

 

ROUTINE REPAIRS – CATEGORY ONE

Routine Repair Responded to within 5 days and completed within 20 working days

Electrical

Plumbing

Joiner

Building

Roofing

Gas Heating

No heating but alternative sources of heating are available

Renew hot water cylinder if applicable

Doors and/or windows not shutting properly, and these don’t pose a security threat

Replacement flue liner, flue box, etc.

Dampness on ceiling

Renew gas fire where other form(s) of heating are available (if charity is owner)

Partial faulty sockets and/or switches in one or more rooms and not reported as dangerous

Water overflow at minimal or moderate pressure and/or damaged cistern

Loose banisters, handrails, flooring and/or stair treads.  which aren’t dangerous

Renew fire baskets if not main source of heating

 

Renew back boiler where other form(s) of heating are available

Instruct Tenant on how to use heating/hot water system

Leaking and/or dripping pipes and/or taps, which are unlikely to cause damage

 

Fences or boundary walls but only if the disrepair affects the Tenant’s use of the house or could become dangerous

 

 

Faulty electric shower but bath usable

 

 

 

 

 

Unable to regulate water temperature

 

 

 

 

 

 

ROUTINE REPAIRS – CATEGORY TWO

Routine Repair Responded to within 20 Days and remedial plan in place for repairs

Electrical

Plumbing

Joiner

Building

Roofing

Gas Heating

Electric fire or storage heater not working but with gas central heating operating

Broken sanitary unit providing this is not leaking

Replace broken sash cord

New chimney pot, can and/or cowl

Blocked/leaking rhones

Loose radiator providing this is not leaking

Broken mechanical fan where there are windows

Intermediate water hammer noise

Replace general ironmongery for doors/windows if damaged

Skim plasterwork

Replacing missing slates

Loss of heat to single radiator

Partial room lights not working

Re-securing loose sanitary fittings

Loose flooring, if not a trip hazard

New or replacement fire bricks and/or tiles

Rook leaks to garages

Bleed radiators

 

Re-enamel or replace damaged bath

Repair broken kitchen unit doors

Slabs on footpaths and unsafe access to a path or step where these are not a trip hazard

 

 

 

 

Loose curtain plate

Communal area repairs providing these are not a safety issue such as grass cutting, fencing, tree management, signage, etc

 

 

 

 

Repair or replace draft excluders

 

 

 

 

 

Renew kitchen units/doors if appropriate

 

 

 

 

 

Renewing of any kitchen units

 

 

 

 

 

Replace or repair skirtings and facings

 

 

 

 

 

Minor repairs to garages

 

 

 


What happens if an emergency occurs?

An emergency is when your health or safety or the building's security is dangerously at risk support services, or specialists should be contacted.  

Emergency repairs include:

  • Where there is a severe health and safety risk to people in or near the property.
  • Action must be taken to prevent serious damage to the property, such as water penetration causing water leakage through a ceiling.
  • Where restoration to an essential facility such as electricity is involved.
  • A security risk because, for example, an external door cannot be secured. 
  • Where there is no heating or hot water.

If a power failure occurs in the property, please call Scottish and Southern Electricity Networks on 105, 24 hours a day, seven days a week.

Gas safety

  • Before we lease any property with a gas supply, we will have a complete gas safety check.
  • We will arrange annual service checks of all gas appliances provided by us.
  • Where you own the gas appliances, you will only receive an annual test on the gas supply's safety.
  • We will only use qualified GAS SAFE Registered Contractors.
  • Any defects identified at the Annual Service Checks will be rectified as quickly as possible.

 If you smell gas, you should: 

  • Open doors and windows to allow fresh air to circulate.
  • Turn off the gas at the mains tap if possible, which is usually near the meter. Move the handle a quarter turn until it is 90 degrees from the pipe to shut off the gas supply.
  • Leave the property.
  • Phone the National Gas Emergencies number on 0800 111 999. Only use a mobile phone from outside the property.  The number is free and available 24 hours a day.
  • Follow the advice given by the emergency adviser.
  • Wait outside for a gas engineer to arrive. If you are feeling unwell, visit your GP or hospital immediately.  Tell them you may have been exposed to a gas leak or carbon monoxide poisoning. 
  • Do not: Smoke, light a match or use any other naked flame, turn any electrical switches on or off or use doorbells, mobile phones or any other electrical switches which could cause a spark.

Fire safety advice

The smoke and heat Alarms we have fitted will alert you if a fire breaks out.  You should never try to disconnect your alarm, remove, or paint over it and you should regularly check that it is in working order.  If, for any reason, you cannot carry out a test of the alarm by pressing the button for 3 seconds, please inform the property manager.

In the event of a fire, make sure everyone leaves the property immediately – call 999 and ask for the fire service: 

  • Knowing the basics and having a fire action plan – where everyone knows what to do in an emergency – could save lives.
  • Closing doors behind you as you leave the house will slow down the spread of flames and help protect both people and your belongings from fire but only do this if it is safe to do so.
  • If you cannot get out of your property, stand by a window so that firefighters can see you.
  • Never open a door if it is warm to touch; there could be a fire inside.
  • Remember, smoke and fumes can quickly overcome anyone. 
Hayden Grant – Veteran

I am grateful to the support given by Veterans Housing Scotland; the charity has really helped in improving the lives of my family and given us a chance to build a decent future.

Hayden Grant – Veteran, Royal Regiment of Scotland