Repairs and Maintenance
Throughout your tenancy we will carry out repairs and maintenance work to your home to make sure it is maintained in good condition.
Report a repair
Call us on 01506 439291 and book an appointment directly.
You can also report a repair by using our online service, and we will get in touch with you to schedule an appointment. Do not use the online service if it is an emergency.
All repairs are carried out as quickly and efficiently as possible. However, some repairs are more urgent than others.
Find out more about response times for repairs
If the repair is your responsibility or has arisen due to neglect, you will have to pay the cost of the repair.
These are the repairs we will charge you for
Our Fair Processing Notice provides information on how we use and safeguard your personal data.
For emergencies when our office is closed call 0845 038 0040.
If you smell gas or suspect a gas leak, call the National Gas Emergency Service on 0800 111 999
If there is a burst water pipe outside your home, call Scottish Water on 0845 742 0420
More on gas and electrical safety in your home
Power cut? This is what to do
How long will it take?
Reported repairs are prioritised according to their urgency, which means the response time will vary based on the type of repair.
Below you can see the response times for the different types of repairs that we handle. Choose an area of the property to see response times for repairs relating to this room or area.
All response times are based on working days as measured from time of reporting.
Bathroom or kitchen repairs
Kitchen or bathroom repairs
Doors and windows repairs
Other internal repairs
Central heating breakdowns
Please be aware that central heating breakdowns are not attended after 10pm, unless there is a specific need for the heating system to be on 24 hours.
If the heating breaks down after 10pm, please report this after 8.30am the next day. The repair will then be targeted to be completed within 6 hours of the report being made.
Where there is a total failure in the heating system, our current target is to complete the repair within 6 hours. Normally the repair will be carried out on the day it is reported, but this may not always be possible because:
- the tenant reports the fault late in the working day
- the tenant reports the fault to the on-call service
- a replacement part is required
Your repair appointment
Most reported repairs are attended to by appointment. However, even though a specific appointment has been made for the work to be carried out, we often find that the tenant is not at home.
Please note that you must be home at the time of your scheduled appointment. We cannot guarantee an advance call before the contractor is attending.
All repair appointment must be kept, and if you have any doubts you can always check with us. Those who abuse the appointment system run the risk of being charged for the missed call.
We are responsible for keeping your home in good condition, however, we equally expect you to take good care of your home and may recharge you for the cost of certain repairs.
We are not responsible of repairing damage caused wilfully, accidentally or negligently by you, anyone living with you or an invited visitor to your house. If we decide to carry out the work, you must pay us for the cost of the repair.
This does not apply for fair wear and tear, or vandalism that has been reported to us and the police.
You are responsible for internal decoration, carpets, laminate flooring, furnishings, lightbulbs, and the contents of fridges and freezers. You are also responsible for your private garden.
We expect you to take good care of your home and may recharge you if the repair is your responsibility or has arisen due to neglect or carelessness.
We are responsible for repairing and maintaining within your home and garden of the property you live in. This includes all the external parts and internal fixtures and fittings originally provided by us but not those that are listed as your responsibility or were specifically made your responsibility at the beginning of your tenancy, or which you have installed yourself.
Our responsibilities also cover most pipes, wiring, fixtures and fittings for heating, drainage, guttering, power and lighting. We are repsonible for all sealed lighting but do not provide ordinary lightbulbs. Smoke detectors are originally provided by us, but we are not responsible for those belonging to the utility companies.
We do not maintain your private garden but are responsible for any fencing or sheds originally provided by us, and for the paths within your garden that lead to the front or back doors.
We will be responsible for the maintenance and upkeep of blocks of flats where Almond owns or has a factoring agreement for the block. Almond will be responsible for the external and common areas of the block, i.e. not inside each individual flat unless owned by Almond. Items included are communal doors, door entry systems, decoration, paving and fencing, floor covering and electrical work such as lighting etc. The cost for all these works will be covered by your rent. No additional cost will be expected from the tenant for these repairs.
In the case where Almond is not the sole owner or factors the block the cost of repairs will be divided between the owners. In this case before any work which we want to carry out can commence an agreement with other owners is required for the payment of the shared costs.
How do you know if you have to pay?
When you report a repair we will try to let you know at the time if it is a rechargeable repair. We will also try to tell you how much it will cost.
When rechargeable repairs are identified at the reporting stage we require payment to be made before instructing the work to be carried out, for example when we are requested to carry out a lock change.
If you agree to pay at this stage, we will meet any additional costs should the work cost more to complete than our initial estimate.
Sometimes, however, it is only once the work is being done that we may identify that it is a rechargeable repair. When this happens your Housing Officer will let you know the cost of the repair and when you should pay for it.
Right to Repair
The Right to Repair scheme gives you the right to have certain repairs completed within a certain timescale.
Find out more about your rights under the Right to Repair Scheme
What happens next?
Once a repair has been reported, we ensure that the problem is solved.
Please be aware that...
- We may need to inspect your repair to decide exactly what work needs to be done
- If you exaggerate the urgency of the problem to get a quicker response, we may charge you the emergency call out fee
- You must pay the cost of any damage that you cause, meaning any repairs that are not a result of fair wear and tear, or repairs that are your responsibility under the Tenancy Agreement
- If you do not keep your repair appointment, you run the risk of being charged for the missed call
- Contractors can refuse to work in your home if they believe their health and safety is at risk or if they experience abusive or threatening behaviour