Repair Timescales

Q. How soon will it take for a repair to be done?

A. We have set targets for the maximum time you should have to wait for a repair.

Emergency repairs:

Target response time:  completed within 4 hours.

An emergency repair is a repair that presents a threat to the building or property and/or the immediate health or well being of its occupants, if not attended to as soon as possible.

The sort of repairs that should be reported as emergencies include:

• Burst pipes
• Faulty cooker control unit
• No heating
• No water supply
• Blocked flue to open fire or boiler
• Loss or partial loss of gas supply
• Unsafe power or lighting socket or electrical fitting
• Choked toilet (if only 1 toilet in house)
• No lighting or power
• Unsecured external door
• Broken windows
• Blocked or leaking foul drains or soil stacks
• Toilet not flushing (if only 1 toilet in house)
• Any health and safety issue

If you need to report an emergency contact the office on 0141 944 8282, Out of office hours call City Building on 0800 595 595

Non-emergency

Target response time: completed within 5 working days.

An urgent repair is defined as repairs that do not necessarily present a threat to the building or property or health or well being of its occupants, but the Association would like to be carried out within 3 working days to reduce any inconvenience caused.

The sort of repairs that should be reported as Non-emergency include:

• Partial loss of water supply
• Repairs to mechanical extractor fan
• Blocked sink, bath or basin
• Toilet not flushing (if 2 or more toilets in house)
• No hot water
• Loose or detached banister or handrail
• Partial loss of electricity supply
• Choked toilet (if 2 or more toilets in house)
• Unsafe timber flooring or stair treads
• Door entry repairs
• TV aerial / reception
• Repairs to external walls, path and fences
• Plaster repairs
• Repairing and cleaning of gutters and downpipes
• Repairing clothes poles
• Repair to flooring that is not a health and safety issue
• Replacement of skirting boards
• Repair to doors
• Minor plumbing repairs
• Minor joinery repairs

Tenant Responsibility:

Some repairs are the responsibility of the tenant.

Examples include:

• Door nameplate
• Choked sink, wash hand basin or toilet (if caused by tenant)
• Internal door locks and fittings
• Electrical plugs
• Garden huts
• Key and key fob replacements
• Smoke detector batteries

Right to repair:

Tenants have the right to have small urgent repairs carried out within a given timescale.  If the repair is not completed on time, the tenant can instruct another contractor from our approved list and may be entitled to compensation.

For further information, pleased contact reception or refer to the Right to Repair information sheet number 9 available at reception, it can also be downloaded from our website.

Cyclical Repairs

These are works undertaken on a specified cycle.  It includes items like gas safety inspections, environmental management, gutter cleaning and external painting.  Details of the Associations annual cyclical programmes are published before the start of each financial year.

Planned Repairs:

These are major works carried out when building components are no longer fit for purpose or working effectively and efficiently.  They include new boilers, kitchen and central heating replacement.  Again, details of the Associations annual planned programmes are publicised before the start of each financial year.

We always welcome your views and comments about improving our service.

If you would like this leaflet in another format, for example in large print or on tape, or in another language, please contact us.

Kendoon Housing Association Limited, Suite 16, Garscadden House, 3 Dalsetter Crescent, Drumchapel, Glasgow, G15 8TG,

T:0141 944 8282, Email: admin@kendoon.org.uk