Timescales for repairs

We split repairs into two categories, emergency and routine, to help prioritise the repairs we carry out. 

The nature of your repair will determine the time in which we have to complete the work necessary.

Type of repair

Response time

Emergency Repairs

Repairs that require immediate attention to ensure the safety of tenants and the security of the property. This includes total loss of water or electricity, total loss of heating (in cold weather), serious roof leaks, breaches of security to outside doors and windows

Attend within 4 hours and complete within 12 hours

Routine Repairs

Any other day-to-day repairs such as minor joinery or plumbing repairs

within 10 working days

Right to repair

Some repairs are covered by the Right to Repair regulations. This means if a qualifying repair is not attended to within the agreed timescale, you have the right to appoint another contractor. You are also eligible for compensation for the inconvenience if the repair is not carried out. 

When you report a repair, we will let you know if it falls into this scheme. Alternatively, you can find out more information on Right to Repair on the Scottish Government website

If our repairs service doesn’t meet your expectations

If you are not happy with our repairs service please contact us or complete our online complaints form