We want to make sure that repairs are accurately diagnosed and fixed, first time. So when Tenants contact us to report a repair we will have some questions to ask that will help us instruct our contractor accurately on the work required. We organise repairs into three “urgency indicators” that help us prioritise jobs:
1 EMERGENCY – work to protect safety or health that cannot wait.
Complete, or make safe within 5 hours.
2 URGENT – work that needs done quickly but does not have a safety or health priority.
Complete within 48 hours.
3 ROUTINE – all other work.
Complete within seven working days.
When a Tenant reports a repair we will normally pass it straight onto our contractor who will then contact the Tenant within 24 hours to arrange a day to carry out the job (except for Emergency jobs – Tenants are required to wait in for the contractor to arrive for these). We may have to inspect some jobs before we instruct the contractor and we will tell the Tenant this either when they report the repair or shortly afterwards. Our contractor will send a text reminder to the Tenant the day before the agreed date for carrying out the job. Please note that failure by the Tenant to provide access may result in the repair being cancelled and the Tenant being charged for abortive costs.
We will inspect at least 10% of completed jobs in order to monitor the quality of work completed by our contractors.
Request a Repair
Tenants can report a repair using any one of the methods below. Please check the Landlord and Tenant Responsibilities page in this section before you report the repair – just to make sure that the repair is our responsibility.
Right to Repair
This right entitles tenants to have some repairs carried out by the Association within certain timescales. Failure by the Association to meet these timescales activates the tenant’s right to bring in another contractor to complete the work at the Association’s cost. These are called “qualifying repairs” and are explained in the Right to Repair Leaflet which you can download opposite – tenants can find a more detailed explanation of these in their Tenant Handbook.
Landlord & Tenant Responsibilities
This page explains what repairs tenants can expect from us and what we expect of tenants.
Our Responsibilities: As a landlord, we are responsible for repairing and maintaining the following items:
|Internal Repairs||External Repairs|
|Floor structure, doors, door frames, internal staircases, landings, (but not including painting and decoration).||Drains, gutters and external pipes, (however, the clearance of blockages caused by tenant negligence will be recharged to the tenant)|
|Internal walls and ceilings.||The roof|
|Basins, sinks, baths, showers, toilets flushing systems and waste pipes.||Outside walls, outside doors, window sills, window catches, sash cords, skylight cords and window frames, including external painting and decoration.|
|Radiators, boilers, pipes and hot/cold water tanks.||Chimneys, chimney stacks and flues, (but not including sweeping).|
|Electrical wiring, door entry systems, communal T.V. aerials and extractor fans, smoke and carbon monoxide alarms.||Pathways, steps or other means of access.|
|Kitchen units and sink/taps.||Boundary walls and fences.|
|Plasterwork.||Communal television aerial or dish (where relevant)|
|Making good damage caused by acts of vandalism/criminal activity provided they have been notified to the police within 24 hours of occurring, or as soon as is reasonably practicable, by you or someone acting on your behalf|
Tenant Responsibilities: Tenants are responsible for taking reasonable care of the house. This responsibility includes carrying out minor repairs and internal decoration. It also includes keeping the house in a reasonable state of cleanliness. Tenants are not, however, responsible for carrying out repairs, which are due to fair wear and tear.
|Repairs Reporting||Tenants must report to us, as soon as possible, any damage to the house/flat and common areas.|
|Emergencies||Tenants must take all reasonable steps to ensure that we are notified immediately of emergencies, including those involving the supply of water, and to ensure that, where necessary, access can be gained by our representatives. If we become aware of an emergency and you are unable to provide access to the house immediately, we may gain access to the house, using force if necessary.|
|Cold Weather||Tenants must take reasonable care to ensure that water pipes do not freeze. In the event of being absent from the property, tenants should inform us and should ensure that the internal water supply is turned off and that pipes and tanks etc. are drained.|
|Smoke and Carbon Monoxide Alarms||Tenants must regularly check that these devices are working by pressing the “Test” button and must replace batteries (if any) when required. Tenants must inform us if any of these devices are not working properly.|
|Access||Tenants must provide access to our staff and contractors to assess jobs, carry out the work and, when required, inspect the completed job. The contractor will contact the Tenant and let them know when they intend to call to carry out the repair. Tenants should provide us with a contact telephone number for this purpose.|
|Health & Safety||Tenants are not permitted to carry out repairs or decoration which may prejudice the health and safety of anyone living at or near the house, or anyone visiting the house or which will affect the fabric or structural stability of the property. Those in doubt as to what work would constitute such a risk, should contact us for further advice before commencing works.|
|Artex||The use of stippled or patterned finished ‘artex’ or similar on internal walls is not permitted. This finish is allowed on ceilings only if properly applied and with our prior written permission. We will not refuse permission unreasonably.|
|Floor Coverings||Tenants must obtain our prior written permission if they want to install laminate, parquet, ceramic tiled flooring or similar. We will not refuse permission unreasonably. We will, however, only grant permission to install these types of floor coverings if the Tenant occupies either a house or a ground floor flat.
It may be necessary to lift carpets and other floor coverings to carry out essential repairs. We shall advise Tenants before we carry out the repair if we require them to lift carpets or flooring. Please note: we will not accept responsibility for damage to carpets and flooring and will not relay/repair flooring after works have been carried out.
|Insurance Claims||We will maintain comprehensive buildings insurance for the normal perils. You must do nothing, which could jeopardise our insurance, and which might result in our insurers refusing to settle any claim completely or in part. We are not responsible for the arrangement of contents insurance cover. You are strongly recommended to insure your personal possessions against loss or damage caused by fire, flood, theft, accident etc.
Thistle Tenant Risks home contents insurance scheme is a special insurance scheme for social housing tenants living in Scotland. It is provided by Thistle Tenant Risks in conjunction with Allianz Insurance plc. Please contact Telephone: 0345 450 7286
|Garden||Where a Tenant has sole use of the garden attached to a property, they are required to keep the garden, footpaths and driveways in good and tidy order; free from weeds, litter, dog and other animal dirt.
Where you share a garden with others, you need to take your turn, as indicated by us, to do this work. Garden waste can either be disposed of using recycling bins provided by South Lanarkshire Council or through the free compostable waste uplift service – see here for details.
|Miscellaneous Repairs||Tenants are responsible for damage to glass, damage to sinks or sanitary ware, plugs or chains, internal door handles, pest control, replacing lost or broken keys and any cost incurred through forcing entry through lost keys.|
Every month we ask an independent company to survey a random sample of 40 tenants who recently used our repairs service in order to obtain feedback on how we are doing. We use this information to identify which parts of the service are successful and which parts require further improvement.
|Satisfaction with aspects of the repairs service:||2016||2014|
|% satisfied||% satisfied|
|Overall repairs service||91%||76%|
|Helpfulness of staff||96%||97%|
|System for reporting repairs||95%||93%|
|Contact from our contractor to arrange access||95%||–|
|Contractor arriving on time||95%||88%|
|Time taken to undertake repairs||91%||82%|
|Attitude of the tradesman involved||94%||94%|
|Tidiness of the contractor||95%||93%|
|Quality of the repair undertaken||89%||77%|
Planned & Cyclical Maintenance
We implement an ongoing programme of planned maintenance (long-term replacement of building components at, or near to, the end of their useful life) and cyclical maintenance (short-term checking, servicing or maintenance work, e.g. gutter clearing and external painting) – this ensures that the high quality of our homes is protected going into the future.
We survey the condition of a representative sample of our housing stock regularly and revise our future planned and cyclical maintenance plans on the basis of what we find during these inspections.
We write to Tenants to provide adequate notice of planned or cyclical work and to tell them what to expect from the work.
Gas Safety: We will annually inspect any gas installations in the house provided by us. We will provide the Tenant with a copy of the inspection report within 28 days of the inspection. If the inspection reveals the need for repair or replacement of any such installation, we will do so within a reasonable period. New Tenants are provided with a copy of the current inspection record at the beginning of the tenancy.
There are certain occasions where we are required to charge Tenants for repairs which are carried out. The following are examples of rechargeable repairs:
- Any accidental or wilful damage or neglect caused by a Tenant, anyone living with a tenant or an invited visitor to a Tenant’s house.
- Where a “reactive” repair becomes a rechargeable repair. For example, where a contractor reports that he considers the damage was caused by the Tenant.
- Repairs identified as being the Tenant’s responsibility during the end of tenancy visit.
- Where a Tenant has failed to provide access to a contractor.
- Damage to the property due to work carried out by the Tenant.
- Where a Tenant has carried out unauthorised alterations which require to be made good by us.
Tenants asked to pay for a repair carried out to their home will be given details of the repair and the cost. We are willing to consider a gradual payment arrangement.