West Highland Housing Association
Crannog Lane
Oban
PA34 4HB
Telephone: 01631 566451
Fax: 01631 565711
Email: mail@westhighlandha.co.uk

How long will repairs take?

Reactive repairs are divided into the following categories and response times:

Emergency Repairs

A repair which, if left unattended, could cause danger to life or limb, constitute a general safety hazard, or have the potential to cause more severe damage to the property. Emergency repairs will be completed within 24 hours.

Urgent Repairs

A repair which, if left unattended, would infringe or interfere with the normal occupancy and use of the property. Urgent repairs will be completed within 5 working days.

Routine Repairs

Covers all remaining reactive repairs.

Routine repairs will be completed within 10 working days.

St Valery Place, Oban

Occasionally repairs will take longer, for example:

1. Repairs within a new property's 12-month defects liability period, which are the responsibility of the Main Contractor.
2. Repairs which may involve an element of the cost being charged to the tenant.
3. Repairs which are not the landlord's responsibility.
4. Where reasonable access was not provided by the tenant.
5. Where the repair was made safe whilst awaiting components.
6. Where the repair could not reasonably have been concluded, i.e. exceptional weather conditions, power failure, fire or flood.
7. Where a temporary repair has been carried out within the agreed response time to prevent the immediate threat to the tenant's health, safety or security.

If you are concerned about how long a repair is taking, please contact our office and the Technical Services Section will explain the reason for any delay. Similarly, if a repair has not been carried out to your satisfaction, you should either contact the Technical Services Section, or complete and return the repairs monitoring form. If that does not resolve the issue, you may take the matter further. Copies of the Association's formal Complaints Procedure can be obtained from the Association's Office.

REPAIR/DEFECT

DEADLINE

(Maximum period in working days from date immediately following the date of notification of qualifying repair or inspection)

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

Partial loss of electric power.

3

Insecure external window or lock

1

Unsafe access path or step

1

Significant leaks or flooding from water or heating pipes, tanks, cisterns.

1

Loss or partial loss of gas supply.

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

Loss of water supply.

1

Partial loss of water supply.

3

Unsafe timber flooring or treads.

3

Mechanical extractor fan in internal kitchen or bathroom not working.

7