COVID-19 - Reactive Repairs Service

• Due to current lockdown restrictions we are currently attending to emergency and urgent repairs only. 
• Routine repairs will be logged and processed when restrictions ease. 

We are dealing with a significant number of reported repairs so please be aware that our target response time for emergency repairs of 4 hours may be slightly longer than normal.  Please contact us on 01786 841101 during working hours to report a repair.  Our out of hours emergency numbers are as follows:

        • Gas repairs (no heating or hot water) call Saltire on 0845 606 1555

        • New tenants at Finlay Road and Duncan Drive, Claish Farm, Callander: to report out of hours emergencies please call :

         Lovell on 0800 083 0850.

        (When the office is closed during the day, for example for staff training events please call the Customer Service Team at Lovell on                               0800 022 4026.)

When a repair is reported on this number tenants will be required to provide the following information:

             - Name, address and contact phone number  

              - A description of the repair needed, in as much detail as possible

              - Times when you are available to allow access to the property so that the work can be carried out.

• All other emergency repairs please call the  McDougall Group on 0800 975 1234.

When you report an emergency repair, we will need to ask you some screening questions to protect both you and our contractors before visits can be confirmed. Our Contractors will also ask you a series of questions before they enter your home.

We will advise tenants as soon as possible if there are any further changes to the repairs service. In the meantime, please consider whether your repair is an emergency before requesting a visit.

Annual Gas servicing is an essential service and we have a legal responsibility as your landlord to ensure this is carried out.  We would be obliged if you could allow our Contractor Saltire, access when they contact you. If we can’t carry out this service within 12 months of your last service we will have no option but to consider capping your gas supply.      Corgi have resumed their gas audit inspections and we appreciate your cooperation in allowing access for these visits also. 

Reporting a Repair

We provide a repairs service and an out of office hours emergency service in order to keep our tenants’ homes in good condition. Full details of the repairs service are included within your Tenant Handbook (chapter 5).  Some important information is listed below.

Reactive Maintenance Policy 2019

Please note - some minor repairs are the responsibility of the tenant – please see the Tenant Handbook for details.

Reporting a Repair (During Office Hours)

Phone 01786 841101 to report all categories of repair. Staff will ask you a number of questions to assess the urgency and nature of the repair and to arrange access. We will then advise of the target time for completing the repair or give other relevant information.

Repairs in New Built Properties

In the first year of a new development, the contractor who built the property remains responsible for any defects issues.  During office hours, these defects should still be reported to the Association – we will then pass this to the contractor and monitor progress, but the contractor will arrange access directly with the tenant.  Out-of-hours, tenants should call the numbers below if the problem is an Emergency (e.g. no heat, no hot water or if their safety or security is at risk)

New tenants at Finlay Road or Duncan Drive, Claish Farm, Callander: please call Lovell on 0800 083 0850.  

When a repair is reported on this number tenants will be required to provide the following information:

             - Name, address and contact phone number  

              - A description of the repair needed, in as much detail as possible

              - Times when you are available to allow access to the property so that the work can be carried out.

Emergency Repairs (Outwith Office Hours)

If an emergency repair is required out-with office hours, you should call one of the following telephone numbers:

Tenants with a gas central heating system who have no heating or hot water should telephone Saltire: 0845 606 1555.

For any other repairs please call the McDougall Group on  0800 975 1234 free from land lines and mobiles.

The McDougall Group www.themcdougallgroup.com is a well-established provider of emergency repair services to housing associations throughout Scotland and its customer service standards can be viewed here.

Please think carefully before you use the out of hours service, as the service is for EMERGENCIES only. If you call out the emergency service to a non-emergency repair you may be re-charged the cost for this.

How quickly will we carry out the repair?

Our categories and target response times are as follows:

Category  : Emergency; Urgent and Routine

 Timescale Definition Examples

Emergency Within 4 hours If not attended to would seriously affect the stucture, security or constitute a danger to health

 Fire/flood/break-in/gas escapes

 Urgent Within 3 working days Require prompt attention to prevent further deterioration and extended damage to property or undue risk or inconvenience to the tenant Minor leaks/urgent electrical, and joinery works / security measures

 Routine Within 10 working days Minor defects which may cause some inconvenience but where it is not essential to carry out an immediate repair External building repairs/internal joinery/plasterwork

Quality of service

All repairs are carried out by approved contractors.  We continuously monitor our contractors to ensure they provide a prompt, high quality, and value for money service.  A Satisfaction Survey is issued to all tenants via text message upon completion of a repair.  We would really appreciate it if you could take the time to complete the survey to help us ensure that our services continue to provide high levels of satisfaction. 

Everyone who completes a survey will be entered into our quarterly prize draw with a chance of winning a £30 shopping voucher.

Planned repairs and maintenance

In addition to repairs carried out in response to tenant requests we also carry work each year on a planned basis e.g. for external decoration of properties and servicing of heating systems or replacement of components (e.g. kitchen units) that have reached their end of their useful lives. The details of the current 5 year Planned Maintenance Programme can be viewed on the Future Plans page.

Reporting a repair

You can call us during office hours to report the repair, come in to the office or e-mail the Association using the form below (Please note the email enquiries address is not checked outwith office hours.)

enquiries@rsha.org.uk send in your name, address and details of the repair and access preferences. 

Note:  To report an emergency outwith office hours please refer to the emergency numbers that are provided above.