Reactive Repairs deal with everyday type of faults that can arise in a house for example: no heating or hot water. We have four main categories of day-to-day repairs with associated response times as follows:
Repairs can be divided into the following 4 categories:
Emergency Repairs - 6 Hours: These repairs are genuine emergency situations where action is required to prevent danger to the health and safety of the tenants or the likelihood of further damage to the fabric of the building. It may not be possible to rectify the problem on the first visit but it should alleviate any dangerous situations. Contractors should attend within 6 hours of the tenant reporting the repair and complete the repair or make safe the situation. Temporary measures may have to be the only option such as boarding up a door or window.
Urgent Priority Repairs - 1 Working day: These are repairs that are an inconvenience to the tenants but not life threatening. For example heating and hot water repairs. In some instances temporary measures may have to be the only option such as leaving an electric fire if no other source of heat is available, if the central heating cannot be repaired on the first visit.
Urgent Repairs - 3 Working days: These are repairs that need a quick response. For example, a cistern not flushing correctly or minor leak.
Routine Repairs - 7 Working days: These are normal day-to-day repairs such as plasterwork, tiling, ironmongery, fencing, gutters etc.
In addition there are certain repairs which fall under the statutory Right to Repair Scheme which was introduced under the Housing (Scotland) Act 2001. The response times for dealing with such repairs vary from one to seven days. Our Right to Repair Information Leaflet gives you more information on your rights under the Scheme.
Further information on our reactive repair service can be found in the Reactive Repair Policy.