Reactive Repairs & Response Times (also known as day to day repairs):

Reactive Repairs 

These are repairs which are unplanned, sporadic, ad-hoc, and cannot be deferred. 

In terms of actual work and contact with tenants this is the most important aspect of the maintenance section in particular and to wider extent many tenants would feel is the most important service provided by the Association.

All repairs are responded to in terms of their necessity, liability and degree of urgency.

Wherever possible, attendance will be at a date and time that is convenient to the tenant; otherwise tenants will be advised of the expected timescales involved. 

Blairtummock’s target response times for repairs are as follows:

Emergency Repairs within 24 hours

Urgent Repairs within 5 working days

Routine Repairs within 10 working days

Complex Repairs within 30 working days

Qualifying Repairs as per legislation 

Emergency Repairs:

This class of repair is intended to deal with emergencies which are likely to cause injury or death or substantial property damage. The response target time to attend and make safe is within 24 hours. The average response and completion time is under 90 mins. 

Urgent Repairs:

These are faults that may cause inconvenience to a tenant but little possibility of further property damage if dealt with within the specified target time. The response target time is within 5 working days. The average response and completion time is 2 days. 

Routine Repairs:

These are faults that are not hazardous or which cause minor inconvenience to a tenant. The response target time is within 10 working days. The average response and completion time is under 4 days. 

Complex and/or Estate Management Repairs:

These are repairs where for example investigation work needs to be undertaken;

Insurance claims, which are dependent on the insurer’s response; ordering of bespoke manufactured items e.g. double-glazed windows; The response target time is within 30 working days. 

Qualifying Repairs:

The Association will adhere to the duties set out within the Scottish Secure Tenants

(Right to Repair) Regulations 2002. The timescales are set out in this legislation and are specific for qualifying repairs; for more information you can visit Scottish Government's website - Right to Repair publication.