Reporting a Repair
Calvay Housing Association provides a reactive repairs service and an out of hours emergency service in order to keep our tenants’ homes in good condition. Full details of the repairs service are included within your Tenants’ Handbook (Chapter 5), a copy of which can be viewed in the Document Library or by clicking here. Some important information is listed below.
Tenants can report repairs in a number of ways, e.g by:-
GAS HEATING OR HOT WATER REPAIRS (tenants with gas central heating systems only)
If a gas heating or hot water repair is required either during or outwith office hours, you should call Gas Sure on 01294 468113.
EMERGENCY REPAIRS (outwith office hours)
FOR ALL OTHER EMERGENCY REPAIRS, CONTACT CITY BUILDING ON 0800 595 595
The out of hours emergency repairs service is provided by City Building (Glasgow) LLP. It is important when contacting this service that you provide them with as much information as possible so that they can respond appropriately to your repair request. Please remember this service is for EMERGENCIES ONLY and the Association may recharge a tenant where the out of hours service is used for non-emergency repairs.
How Quickly Will We Carry Out the Repair?
All reactive repairs will be classified as either emergency, urgent or routine and target response times for each category of repair are as follows:-
|CLASSIFICATION||TARGET RESPONSE TIME|
|Emergency||Responded or made safe within 6 hours:- restored within 24 hours|
|Urgent||Completed within 3 working days|
|Routine||Completed within 10 working days|
Quality of Service
We use fully approved contractors to carry out all repairs and we continuously monitor them to ensure a prompt, high quality and value for money service is provided. A Survey Form is issued to all tenants who report a repair to help us monitor your satisfaction with the service and continue to make improvements wherever possible. You can view a copy of the Tenants Satisfaction Survey Form in the Document Library or click here.