Our repairs team are mindful that they work in people’s homes.
We will respect your privacy, your belongings and your home. The team will provide an understanding and friendly approach.
When booking an appointment, we will ask whether there are any particular vulnerable characteristics and any specific requirements that need to be made to ensure the repair can be done safely, with minimal disruption to you and your family.
On arrival
The repairs team will:
- show an ID badge
- introduce themselves to you
- explain what they will do
Once inside the home
The repairs team will:
- risk assess the work area
- record information relating to works to be carried out
- advise you whether the repair can be carried out from stock held in the van immediately
- if this is not possible advise you of appropriate timescales
- If necessary, arrange for access to and from your home; using physical barriers and/or signage.
- use the appropriate equipment to protect your homes from disruption caused by the work, such as dust sheets, floor protection and spot cloths to prevent damage to carpets
- maintain access by ensuring that corridors, staircases, lifts, refuse facilities, and they do not obstruct welfare facilities during the works
- ensure that your home is not left unattended or unsecured during works
Once we've carried out the repair
The repairs team will:
- tidy any mess caused by the works
- remove any barriers, waste, protection and signage
- ensure all facilities are reconnected (where applicable) and access throughout the home is clear and provide a suitable alternative where this is not possible
- confirm the repair status with you: for example confirmation that the repair is complete or if a second visit is required
- arrange any further appointments whilst in your home
- record works completed prior to departure
Throughout all contact the repairs team will
- work in a safe and responsible manner
- keep all your details private and secure to meet data protection requirements
- ensure that all staff have had Customer Care Training to support call handling and procedures on site
- record any additional issues found on site whilst carrying out the repair.
- attempt to diffuse any situation that occurs whilst carrying out works in homes
However, should an incident escalate in to threatening and violent behaviour the operative will remove themselves from site without completing the repair. This will be recorded and reported to the housing service and/or the appropriate authorities.
Rights and responsibilities
Section 5 in your secure tenancy agreement sets tenancy rights and responsibilities applying to repairs and maintenance.
We will:
- carry out repairs or other work necessary to keep the house in a condition which is habitable, wind and watertight and in all respects reasonably fit for human habitation.
- carry out all repairs within a reasonable period of becoming aware that the repairs need to be done.
Your responsibilities as a tenant include:
- taking reasonable care of the property, including carrying our minor repairs, internal decoration and keeping the house in clean
- reporting all damage for repair as soon as you can
Scottish secure tenants and short Scottish secure tenants have the right to have small urgent repairs carried out by their landlord within a given timescale. This is called the Right to Repair scheme.
We will inform you when you report the repair if it is a qualifying report under the scheme and the target date for completion.