In order to give a speedy responsive and clearly understandable service, repairs have been categorised.  This will ensure that the most serious problems, i.e. those which may have a risk to health, or damage to property, are given priority. 

The categories are:

Emergency Repairs 
Respond within 2 hours from receipt of verbal or written order.

Urgent Repairs  
Repair within 48 hours from receipt of verbal or written order.

Routine Repairs 
Repair within 10 working days of verbal or written order.

Right to Repair   
Qualifying repairs as outlined in the Housing (Scotland) Act 2001, with timescales of between 1-7 days for completion.

Tenant Arranged  
These are repairs where the tenant requests a specific appointment time, which is outwith the Association’s agreed timescales for urgent and routine repairs (detailed above).

The Associations contractors provide a 24-hour emergency call out
service.  As emergency repairs require a quick response they are
generally more expensive than urgent and routine repairs, particularly
when requested outwith normal office hours. 

These are repairs that pose a threat to a building/property or the
immediate health/wellbeing of its occupants if not attended to as soon
as possible.  It is important to note that the 2 hour time is a response
time, as opposed to a completion time, during which the Contractor will
attend the tenant’s home/common area and make safe the repair. 
 
Where the repair cannot be completed immediately (for
example because a part needs to be obtained) the follow
up repair will be ordered as an urgent or routine repair in
the usual manner.
 
Tenants who call out a tradesman for anything other than an emergency
repair may be recharged for the cost of the call out.

Emergency Repairs – made safe within 2 hours

• Burst pipes
• Faulty cooker control unit
• No heating
• No water supply
• Blocked flue to open fire or boiler
• Loss or partial loss of gas supply
• Unsafe power or lighting socket or electrical fitting
• Choked toilet (1 toilet in house)
• No lighting or power
• Unsecured external door
• Broken windows
• Blocked or leaking foul drains or soil stacks
• Toilet not flushing (1 toilet in house)
• Any health and safety issue

This list is not intended to be either comprehensive or exhaustive

These are repairs that do not necessarily pose a threat to the building/property or immediate health/well being of its occupants, but that the Association would like to carry out within 48 hours to reduce any inconvenience caused.

Urgent Repairs – completed within 48 Hours

• Partial loss of water supply
• Repairs to mechanical extractor fan
• Blocked sink, bath or basin
• Toilet not flushing (2 toilets in house)
• No hot water
• Loose or detached banister or handrail
• Partial loss of electrical supply
• Choked toilet (2 toilets in house)
• Partial loss of water supply
• Unsafe timber flooring or stair treads
• Door entry repairs

This list is not intended to be either comprehensive or exhaustive

These are repairs, which do not fall into the emergency or urgent
categories.

Routine Repairs – completed within 10 working days