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).

• ·         Tenants of our new Killearn Development at Aitken Street and Wilson Crescent should contact McDougall Group on 03331 231 011.
• ·         Tenants of our new Callander Development at Station Road should contact Marshall Construction on 01259 219 500.

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 them to ensure they provide a prompt, high quality and value for money service. A Satisfaction Survey Form is issued to all tenants who report a repair. Please complete and return this in the prepaid envelope provided to help us ensure that our services continue to provide high levels of satisfaction.  Everyone who returns a survey form will be entered into a prize draw every quarter to win a £25 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.