We aim to set high standards of maintenance and repair for all of our properties. We have procedures in place to ensure that repairs are carried out to a high standard and within set timescales.

Most of the repairs that will be needed to your home will be our responsibility, however there will be some repairs that you will need to carry out yourself. When you contact us to report a repair you will be informed whether the repair is our responsibility or yours, you can check whose responsibility a repair by clicking on useful documents and opening "who is responsible for repairs"

Reporting Repairs

You can report a repair in person, by telephone, by email (rrussell@knowes.org) or by writing to the office.

During office hours call – 01389 877752 option 1

Outwith office hours we have an emergency service available to our tenants:
Gas heating emergencies call 0870 2425037
Gas leaks 0800 111 999
All other emergencies call 0800 975 1234

Please remember to give the following information: -

· Your name
· Your address
· Your telephone number
· A description of the repair needed, in as much detail as possible
· Times when access is suitable for workmen to call

When you report a repair you will be told which category your repair is in, see below for timescales and priorities. We can only respond within response times if the tenant is able to offer reasonable access to tradesmen.

The Association operates a priority system of repairs. Each report will be assessed and placed into one of the following categories: -

• EMERGENCY - Repairs which could be a risk to health or safety, or could lead to serious damage to your home: i.e. Storm damage, rain penetration or water leaks. We aim to attend to all emergency repairs within 2 hours and have the job completed within 24 hours.  The Association will operate a 24 hour emergency service 365 days a year. Under normal circumstances, the removal of a hazard and the restoration of services can be expected at the first visit.
• URGENT - Repairs which are less serious but which need to be done more quickly than routine repairs, i.e. Minor leak, faulty light fitting where there is alternative lighting or a faulty wc flush. We aim to complete all urgent repairs within 4 working days (excluding Saturdays, Sundays and public holidays)
• ROUTINE -  These are repairs, which have less priority than essential repairs. Examples of routine repairs are: cleaning gutters, fencing repairs as long as there no immediate danger, roof repairs where there no damage is resulting.We aim to complete all routine repairs within 15 working days
• GAS SAME DAY NEXT DAY -For gas central heating repairs where there is no heating or hot water or if there is a minor leak that is causing damage to the building or contents. If the repair is reported before 12 noon it will be attended to that day, if the repair is reported after 12 noon it will be attended the following day.
• RIGHT TO REPAIR - A Scottish secure tenant will be entitled to have a qualifying repair carried out to the house which he/she is a tenant.The types of repair and the timescale (working days) within which they require to be completed are shown below. A working day is one which is not a public holiday or a Saturday or Sunday.The provisions of the Right to Repair scheme are nor intended to revoke any existing arrangements that are in place to provide an emergency out of normal working house response to repairs requests.

Qualifying Repairs

The scheme provides tenants with the right to instruct urgent repairs if the Association has failed to carry them out within a specified period. Small repairs are covered each costing up to the maximum of £350 which, if not completed within a reasonable time, may jeopardise the health, safety or security of the tenant, the public or the property.The landlord may consider that the repair requires to be pre-inspected to ascertain if the repair is a qualifying one.Qualifying repairs are those which are considered to be of particular concern to tenants and likely to cause distress if they are not done quickly.

• LOSS OF POWER – Means any aspect of electrical power, i.e. either power sockets or lighting.
• PARTIAL LOSS (POWER) – means even a single socket or switch will be included.
• COMPLETE/PARTIAL LOSS OF WATER SUPPLY – no distinction between mains water and stored water.
• COMPLETE PARTIAL LOSS OF SPACE/WATER HEATING – even a single radiator not working makes this a qualifying repair. However, one option available is to provide the tenant with temporary heating for all affected apartments thereby meeting the second criteria " where no alternative heating is available" No distinction has been made between space and water heating.

  The repair must be started by the last day of the prescribed maximum time. If it is not started by that date, the tenant can immediately instruct an alternative contractor to do the work.

Compensation

Compensation must be paid automatically. It is an entitlement i.e. the tenant does not need to claim compensation.

In respect of the initial contractor, if the repair is not completed by the end of the maximum time the tenant will be entitled to a payment of £15

In addition, if the alternative contractor also fails to carry out the repair within the second period of time, the landlord is required to pay compensation at the rate of £3 per working day, for every working day the repair remains outstanding. The maximum compensation payable is £100.

List of Defects and Repairs that are Qualifying Repairs with Maximum Defect Time.

Defect maximum Time( working days) Shown in bold

1. Blocked flue to open fire or boiler. 1
2. Blocked or leaking foul drains, soil stacks ortoilet pans where there is no other toilet in the house. 1
3.  Blocked sink, bath or basin. 1
4. Complete loss of electric power (sockets or lighting). 1
5. Partial loss of electric shower. 3
6. Insecure external window, door or lock. 1
7. Leaks or flooding from water or heating pipes, 1
8. Loss or partial loss of space or water heating, whereno alternative heating is available. 1
9. Toilet not flushing where there is no other toiletin the house. 1
10. Unsafe power or lighting socket, or electric fitting. 1
11. Complete loss of water supply. 1
12. Partial loss of water supply. 3
13. Loose or detached banister or handrail. 3
14. Unsafe timber flooring or stair treads. 3
15. Mechanical extractor fan in kitchen or bathroom not working. 7

    Where it is considered that it is necessary to inspect the house to ascertain whether the repair is a qualifying repair, a clerk of works line shall be issued. The tenant shall be notified of this and a date arranged for the inspection.

    Where the repair is a qualifying repair, the tenant shall be informed and arrangements made for access. The tenant shall also be informed of the following:-

    1. The maximum period within which the qualifying repair is to be completed
    2. The last day of that period
    3. The effect of the right to repair regulations 2002
    4. The name address and phone number of our main contractor and one other contractor from our list of approved contractors.

    Note: should a tenant fail to provide access as arranged the entitlement to the above regulations is cancelled.

    Instructing another listed contractor

    Where the primary contractor has not started the qualifying repair by the last day of the maximum period, the tenant may instruct the other listed contractor to carry out the repair.

    The second listed contractor will be informed that they are to contact the Association when they are contacted by the tenant, the contractor will be given a copy of the works order and instructed to carry out the work in the required timescale which will be the same as the original timescale.

    Suspension of the maximum period

    In exceptional circumstances the running of the maximum period shall be suspended. In this case the tenant will be notified.