Reactive Repairs Service

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).  

Reactive Maintenance Policy 2019

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

How to Report a Repair

Please contact us on 01786 841101 during working hours (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.) or

email us at enquiries@rsha.org.uk or 

use the report a repair online service - see below:

Report a
Repair

Please note email is not monitored outwith normal working hours. 

Out of Hours (Emergency) Repairs Service

 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.

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.

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.

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.