Repairs Service
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.
Repairs requests will be prioritised based upon their urgency. We will use the following repairs categories and target timescales for responding:
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EMERGENCY
To make safe or repair any defect/s that may deteriorate quickly into a health and safety issue or cause significant damage to the property if not attended to- Complete, or make safe within 12 hours.
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2
URGENT
To repair any defects that significantly detract from the tenant's use of the property and which would cause rapid deterioration if not attended to.- Complete within two working days.
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ROUTINE
Any repairs which are identified as responsive repairs and which cannot be delayed until a future cyclical maintenance programme or planned programmed renewal.- Complete within seven working days.
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4
Right to Repair
Qualifying repairs as per legislation - 1, 3 & 7 working days
Request a Repair - during office hours
Tenants can report a repair during working hours 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.
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AT THE OFFICE
During normal office hours, Monday to Friday.
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PHONE
Call us on 0808 175 6288 during office hours.
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E-MAIL
Email us at mail@clydesdale-housing.org.uk
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ONLINE
Click the link to complete our online form Click here
Request a Repair - outwith office working hours
Tenants can report a repair outwith office working hours using one of the following methods: Please note we will respond to non-emergency repairs when the office re-opens.
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.
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For GAS or AIR SOURCE HEAT PUMP heating emergency repair
CALL 0141 647 7225
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For all other emergency repairs
CALL 01555 435944
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Non- emergency repairs
Email us at mail@clydesdale-housing.org.uk
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4
Non -emergency repairs
Click the link to complete our online form Click here
Right to Repair
Right to Repair
Under the Housing (Scotland) Act 2001, Scottish Secure Tenants and Short Scottish Secure Tenants have a right to have small urgent repairs carried out by their landlord within a given timescale. This is called the Right to Repair Scheme and it applies to all of our tenants.
The Scheme covers certain repairs up to the value of £350 and these repairs are known as qualifying repairs. These are listed below, along with the relevant response times.
Our & Your Responsibilities
Who’s responsible for repairs in my home?
This page outlines who is responsible for which repairs. If we’re responsible, you won’t need to pay for the cost of the repair. You’re responsible for the cost of repairs that are not our responsibility or any as a result of property damage caused through misuse or neglect, criminal damage or where you have made property alterations.
How We’re Performing
Our performance at a glance
We’re committed to providing good-quality services and being open about how we’re doing. This section brings together key results from the Housing Quality and Maintenance section of our Annual Report, giving you a clear picture of our performance and the services we provide to tenants.
| Housing Quality & Maintenance: | CHA Satisfaction Results | All RSLs Average | Rural Peer Group | |
| 2025-26 | 2024-25 | 2025-26 | 2025-26 | |
| Average days to complete approved medical adaptations (days) | 12.5 | 15 | 91.73 | 61.69 |
| Average time to complete emergency repairs (hours) | 2.46 | 2.56 | 3.28 | 3.23 |
| Average time to complete non-emergency repairs CHA (working days) | 4.85 | 4.69 | 7.99 | 7.88 |
| Percentage of properties that meet the Scottish Housing Quality Standard | 98.92% | 98.11% | 93.12% | 92.96% |
| Number of non-emergency repairs completed | 1784 | 1597 | ||
| Number of emergency repairs completed | 412 | 502 | ||
| Percentage of repairs completed right first time | 99.49% | 87.66% | 96.60% | 95.92% |
| Percentage of tenants satisfied with the quality of their home | 93.53% | 93.71% | 87.47% | 87.16% |
Planned & Cyclical Maintenance
Planned maintenance is a fundamental part of how we ensure tenants’ homes and their building components (e.g., roofs, windows, doors, kitchens, bathrooms, etc.) are kept in good condition and are replaced when they reach the end of their life span. This also helps us to comply with legal obligations, meet organisational standards and achieve best value.
Planned maintenance works are normally identified in advance on a component life cycle basis and replacement is timed to coincide when the component has reached the end of its useful economic life.
Any investment projects budget will include for maintaining compliance with the Scottish Housing Quality Standards (SHQS) and meeting the Energy Efficiency Standard for Social Housing (EESSH). Major unforeseen building related works may also be funded from the Planned Maintenance Budget.
Planned maintenance programmes are aimed at maintaining building components at the highest standards achievable and reducing the volume of day-to-day responsive repairs. Packaging works together in a planned manner is overall less disruptive to our tenants and one of the most cost-effective means of keeping our properties in a good state of repair.
Component replacements will be identified, based on age, expected life cycle and actual condition of the individual components. Replacements will not necessarily be made on age alone.
The Planned Maintenance Budget is prepared on a five-year rolling basis and is re-viewed annually and updated to take account of the latest property data and stock condition survey information.
Cyclical Maintenance is work or servicing that is required to be carried out periodically to maintain safety, prolong the life of the building components and avoid either expensive responsive repairs or a complete failure. This type of maintenance can be done on an annual basis or a cycle of number of years.
The following are classed as cyclical maintenance (includes servicing and Tenants’ & Residents’ Health and Safety compliance):
- Gas Servicing and Annual Safety Check;
- Smoke, heat and CO detector installation and testing;
- Electrical Installation Condition Reporting (EICR) – five-year rolling programme that checks the condition of electrical systems;
- Gutter cleaning annually;
- External painting every five to seven years depending on condition;
- Communal redecoration depending on condition;
- Grounds maintenance as per contract;
- Energy Performance Certificate production and renewal for properties;
- Fire safety equipment (smoke and heat detection)
- Communal emergency lighting electrical checks both monthly and annually;
- Water Hygiene Management;
- Fire Risk Assessments;
- Asbestos checks;
- Damp and Mould action planning.
Chargeable Repairs
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 willful 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.