How Quickly Will We Carry Out the Repair?
All reactive repairs will be classified as either emergency, urgent or routine and target response times for each category of repair are as follows:-
| CLASSIFICATION | TARGET RESPONSE TIME |
|---|---|
| Emergency | Made safe within 4 hours |
| Urgent | Completed within 1 day |
| Routine | Completed within 6 days |
Quality of Service
We use fully approved contractors to carry out all repairs and we continuously monitor them to ensure a prompt, high quality and value for money service is provided. A Survey Form is issued to all tenants who report a repair to help us monitor satisfaction with the service and to continue to make improvements wherever required.
Right To Repair
Tenants have a right to repair for certain qualifying repairs. This is a legal right which places a legal duty on the Association to respond to the ‘qualifying repairs’ within a set timescale. Details of the qualifying repairs can be found below.
Qualifying Repairs
The Scottish Secure Tenants (Right to Repair) Regulations 2002
| REPAIR | No. OF DAYS |
|---|---|
| Blocked flue to open fire or boiler. | 1 |
| Blocked or leaking foul drains, soil stacks or toilet pans where there is no other toilet in the house. | 1 |
| Blocked sink, bath or drain. | 1 |
| Loss of electric power. | 1 |
| Patial loss of electric power. | 3 |
| Insecure window, door or lock. | 1 |
| Unsafe access path or step. | 1 |
| Significant leaks or flooding from water or heating pipes, tanks or cisterns. | 1 |
| Loss or partial loss of space or water heating where no alternative heating is available. | 1 |
| Toilet not flushing where there is no other toilet in the house. | 1 |
| Unsafe power or lighting socket, or electrical fitting. | 1 |
| Los of water supply. | 1 |
| Partial loss of water supply | 3 |
| Loose or detached banister or hand rail. | 3 |
| Unsafe timber flooring or stair treads. | 3 |
| Mechanical extractor fan in internal kitchen or bathroom not working. | 7 |
Please note that the number of days relates to the number of working days (i.e. excluding weekends and public holidays) beginning on the day after the repair has been reported or where we have inspected the property, the date of inspection.