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Repair Response Times


The Association will always endeavour to carry out repairs as quickly as possible; however target response times for completion of repairs depend on the nature of the repair required. 

The Association has 4 different categories of reactive repair. 

  1. Emergency Repairs
  2. Urgent Repairs
  3. Routine Repairs
  4. Qualifying Repairs (under the Right to Repair Scheme)


Emergency Repairs


An emergency repair is a repair which if not carried out could threaten the health or safety of the tenant, or could cause serious damage to the building e.g. gas leaks, flooding or electrical faults which may be dangerous.

Response to this type of repair should be as soon as possible but not more than 2 hours, with completion of any follow-up work within 3 Working days, unless there are difficulties accessing supplies of replacement parts to complete the repair.


Urgent Repairs


This is a repair which causes substantial inconvenience to tenants and has a degree of urgency e.g. hot water and heating defects, running overflows etc.

Response to this should be as soon as possible, but not more than 3 Working Days.


Routine Repairs


This is a repair that is minor in nature and does not pose any threat to the health or safety of the tenant or building.

Response time is within 10 Working Days.


Qualifying Repairs


Under the Housing (Scotland) Act 2001, Scottish Secure Tenants have the right to have certain small but urgent repairs carried out by their landlord within a given timescale.  

Response times vary between 1 and 7 working days

For full details of qualifying repairs please see our Right to repair section.

The only exception to these timescales should be in cases where repairs require detailed examination such as dampness or if special parts or materials have to be ordered.

Cassiltoun Housing Association is a Registered Scottish Charity No. SC035544
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