Repair Reporting Methods
We run a repair appointment system and most repair appointments are arranged between the hours of 8.30am and 4pm. However we aim to be flexible and where possible will accommodate any requests received for repairs after 4pm on week days.
You can report a repair as follows, the more information you can give us about the problem, the better the chance of getting the repair done quickly. Damage as a result of delay in notifying us may be recharged to the tenant.
We need the following information from you when reporting a repair:
- Your name and address
- Nature of the problem
- Access details
- Does it affect you or does it impact on your neighbours or common area
Reporting Routine (non-emergency) Repairs
- Online via our Housecall system
- By telephone to our dedicated repairs line 0800 104 105 (free from landlines)
- By e-mail to firstname.lastname@example.org
- In person at our offices: 51 North Bridge Street, Hawick, TD9 9PX
- By post to our offices
Reporting Emergency Repairs
- During office hours, by telephone to our dedicated repairs line 0800 104 105 (free from landlines)
- Outside of office hours, during evenings, weekends and public holidays, a call-out service will operate for emergency repairs to be dealt with by the person on stand-by. The contact number for emergency repairs is 07721 889 618 (Please note that this number is for genuine emergency repairs only. You will be charged for all call-outs which are found not to be an emergency).
What happens once a repair is reported?
We will advise the category the repair falls into. We will then tell you how long it will take to complete and make arrangements for access.
Tenant’s must allow our employees, agents or any other people authorised by us, access after 24 hours’ prior notice, to carry out repairs, maintenance, improvements or inspections. Failure to do so could result in action being taken in accordance with Schedule 4, Part 4 of the Housing (Scotland) Act 2001.
Where there has been failure to gain access and the works required are considered to be essential the tenant will be advised in writing giving at least 24 hours’ notice of our intention to gain entry to the home. This may be by force if necessary, particularly in respect of emergency situations. Under such circumstances tenant’s will be charged for the reinstatement of any damage caused through forcible entry.
Repairs Compensation Scheme
Waverley Housing operates a Repairs Compensation Scheme under which tenants will be given a compensatory payment if qualifying repairs are not carried out within our stated response times. For further information, please read our Compensation Policy.
Under the terms of the Tenancy Agreement, tenant’s are obliged to give our staff, or authorised contractors, access to their homes for the purpose of inspecting or carrying out repairs. In order to carry out repairs within the time-scales specified for each category it is necessary to have reasonable access relative to the importance and urgency of the repair. For a repair to qualify under the compensation scheme tenants must make arrangements for access as follows:
- Emergency repairs – unrestricted access
- Urgent repairs – unrestricted access
- Routine repairs – access period equal to a cumulative minimum of 5 working days
Where reasonable periods of access cannot be given, it may not be possible to complete the job in the timescale given and in such an event the job shall not qualify for compensation.