Repairs & maintenance FAQs

  1. Are repairs dealt with at weekends?
  2. My house keys have been lost or stolen. Will I be charged for a new set of keys for my council property?
  3. How do I get an extra set of keys for my council property?
  4. How do I get extra fobs or keys for the door entry system?
  5. How do I report a housing repair outwith office hours?
  6. How long will I have to wait for a housing repair?
  7. If my council property has been damaged by fire, who is responsible for redecoration and replacement of damaged articles?
  8. Are tenants responsible for minor home repairs?
  9. How do I deal with flooding or damage from other properties in my block?
  10. What should I do if I have a gas leak?
  11. What happens if I miss an appointment to carry out a repair at my house?
  12. What happens once I have reported a repair?
  13. What is a Right to Repair?
  14. What should I do if my repair is not done on time?
  15. How do I make a complaint about the service?
  16. I own a former Council house. How do I arrange for common repairs to be carried out?

Are repairs dealt with at weekends?

Only emergency repairs are carried out at weekends.


My house keys have been lost or stolen. Will I be charged for a new set of keys for my council property?

If your keys are stolen and you can give us a police crime number, we will change your locks for free. If you lose your keys, we will change the locks on your property. However, you will be charged for this. If you are of state pension age or receive Disability Living Allowance, we will change your locks for free.


How do I get an extra set of keys for my council property?

If you need an extra set of keys, you will have to arrange and pay to have these cut.


How do I get extra fobs or keys for the door entry system?

If you need extra fobs or keys for your door entry system, you can get these from your local One Stop Shop/Advice and Support Hub. There will be a charge for each new fob or key.


How do I report a housing repair outwith office hours?

If the repair is an emergency, please call us on 01324 503050. We will arrange for a contractor to repair the fault, or to make it safe and complete the full repair as soon as possible during normal working hours.

If the repair is not an emergency, please see our repairs and maintenance section for more information.


How long will I have to wait for a housing repair?

When you report the repair, we will tell you what priority your repair is and what the target completion date is. The priorities and completion times are as follows:

  • Emergency Repair – These are repairs that involve a risk to people and property (for example, loss of power or a flood). We will attend an emergency repair with three hours and will complete the repair within 24 hours if possible.
  • Urgent Repair – These are repairs that are not emergencies, but work needs to be carried out quickly to prevent further damage (for example, blocked sink or bath). We will attend an urgent repair within three working days.
  • Non-Urgent Repair –These are repairs that do not need urgent attention but if treated as a routine repair, could cause damage to the property (for example, a broken window). We will attend a non-urgent repair within ten working days.
  • Routine Repair – These are low priority repairs which are not causing damage to the property (for example, problems with wall or ceiling plaster). We will attend a routine repair within 20 working days.
  • Non-Routine Repair - If a repair does not fall into any of the above categories, it will be classed as a non-routine repair (for example, a new front door needed). We will agree a timescale for carrying out the repair will be agreed with the contractor and the tenant.

If my council property has been damaged by fire, who is responsible for redecoration and replacement of damaged articles?

The tenant is responsible for redecoration and the replacement of damaged items. We advise all tenants to have home contents insurance cover to deal with incidents such as fire and flood.


Are tenants responsible for minor home repairs?

Yes, tenants are responsible for minor repairs. More information can be found in Section 5 of your Tenancy Agreement.


How do I deal with flooding or damage from other properties in my block?

If you are a council tenant and the property causing damage is another council property, we will arrange for repairs to be carried out. We will also restore the fixtures and fittings in your property. You will need to contact your own home insurance company to claim for any damage caused.

If you are a council tenant and the property causing damage is privately owned, we will ask the homeowner to have the problem in their property repaired. We will arrange to restore the fixtures and fittings in your property. However, you will need to contact your own home insurance for any damage caused.

If you are a private homeowner and the property causing damage is a council property, we will repair the problem in the council property only. You will have to contact your home insurance company to arrange for your repairs to be carried out.


What should I do if I have a gas leak?

Gas leaks should be reported directly to Transco on 0800 111 999.


What happens if I miss an appointment to carry out a repair at my house?

If you are not at home when we visit to carry out your repair, we will leave a calling card. Please phone the telephone number on this card to rearrange your repair. You may be charged if you have requested an emergency repair and miss the appointment.


What happens once I have reported a repair?

You will be asked for your name, address and contact telephone number and details of the problem. We will tell you what priority your repair is and will arrange for a contractor to carry out the repair. You will be able to change the repair date if it is not suitable for you.


What is a Right to Repair?

Please visit the Scottish Government’s Right to Repair page for more information.


What should I do if my repair is not done on time?

If you repair is not completed on time, please contact us.


How do I make a complaint about the service?

Please visit our complaints page for more information.


I own a former Council house. How do I arrange for common repairs to be carried out?

Please see the contact information on our Request a common repair page.

When reporting the repair you must tell us the block address as well as your own address.

Depending on the type of repair needed, we may consult you and other owners in the block about the work and the likely costs.