Repair Reporting

REPORTING A REPAIR

You can report a repair in a number of ways

Use the interactive repair reporting service-simply click on the area requiring attention and enter your details on the e-mail transmission form
Phone us on our direct repair line on 0141 583 4100
E-mail us on tech@psha.org.uk
Fax us on 0141 848 9434
In person at our office- our opening hours are 9.00 to 5.00 open through lunch.
Use the ‘Contact Us’ link on our website

If you have a problem with your gas central heating during or out with office hours

Phone City Tech on 0141 587 3629
Or phone City Tech on 0844 5796493
If you have an Emergency during office hours, please only use our Direct Repair Line 0141 583 4100 so that we can deal with your problem urgently.

If you have a problem with your New gas heating installation

Phone Quality Gas on 01475 788080

For problems with the Lift at Oliphant Court

Phone Stannah Lifts on 0141 882 9946

For Out of Hours Emergencies phone PME CARILLION on 08459 30 30 31
The following are what we class as an emergency and what we will do to make safe. We may then need to do further repairs.

Fire-whatever necessary to secure the property
Flood-water will be turned off
Break in-affecting door, window or loft hatch-will be secured /boarded
Key not fitting/snapped in lock so that you cannot get in-we will make access. We will not assist if you have lost your keys/locked yourself out.
Close Door entry preventing you getting in or out –we will make sure the close door stays open

If the out of hours contractor attends and finds that it is not an emergency, then you will be recharged for the callout costs.

Other Useful Numbers

TRANSCO - Gas Leak - 0800 111 999	West of Scotland Water - Burst mains/blocked sewers - 0845 600 8855	Renfrewshire Council-sandbags - 0141 889 2314	Police - Mill St - 532 5900
Scottish Power - Power cut - 0845 2727 999	Emergency water supply - 0808 100 5333	Social Work - 0800 811 505

DEFECTS LIABILITY PERIOD (this affects a small number of residents).

If you live in a property that has been built or refurbished in the last year then it is in its DEFECTS PERIOD. This means that when you contact us we will have to assess if your repair is something that we have to ask the builder to come back to fix i.e. a defect. If so we will categorise your defect as A=Emergency to be done in 6 hours, B=Urgent to be done in 3 working days, C=Routine to be done in 15 working days, and pass it to the builder along with your telephone number so that an appointment can be made with you.

If you have a problem out of hours call our main office number where special numbers only for your development will be on our answering machine.
Please do not use the PME Carillion out of hours number.

REPAIR CATEGORIES & TIMESCALES FOR COMPLETION

When you contact us we will categorise your repair as follows. We may need to contact you for more information to allow us to do this.

Category	Timescale	Definition	Examples
Emergency	6 hours to attend	If not attended to would seriously affect structure or security	Fire / Flood / Break-in
Urgent	3 working days	Serious safety situations	CO2 or mains smoke detector not working
Routine	15 working days	The majority of repairs	Door entry broken
Right to Repair	1,3,7 working days	Safety and loss of basic services	See table below for qualifying repairs

The repairs described below and the timescale to deal with them have been set out by the government as the Right to Repair scheme. Repairs have to remain under the value of £350 to stay in the scheme. If the work is not done in time you may be entitled to compensation depending on the circumstances.

Table of ‘Qualifying repairs’ for Right to Repair

Unsafe power or lighting sockets or electrical fittings RTR1	Loss or part loss of space or water heating if no alternative heating is available RTR1	Significant leaking or flooding from a water or heating pipe, tank or cistern RTR1
Total loss of electrical power= RTR1 Part loss of electrical power = RTR3	Toilet not flushing where there is no other toilet in the house RTR1	Unsafe timber flooring or stair treads RTR3
Loss or part loss of gas supply RTR1	Blocked or leaking foul drains, soil stacks or toilet pans(if no other toilet in house) RTR1	Unsafe access path or step RTR1
A blocked flue to an open fire or boiler-RTR1	A blocked sink, bath or drain RTR1	Loose or detached banisters or handrails RTR3
External windows, doors or locks which are not secure RTR1	Loss or part loss of water supply (COLD WATER)	A broken mechanical extractor fan in an internal kitchen or internal bathroom(no external window) RTR7

If you would like more detailed information on the Right to Repair scheme please contact the technical department using any of the methods detailed in Report a Repair.

Some Minor repairs are your responsibility. These are set out in section 5 of your tenancy agreement and cover;

Internal decoration
Damage to glass, sinks and sanitary ware,
Fitting/renewing plugs, chains, internal doors handles,
Replacing lost or broken keys, batteries for smoke detectors

Rechargeable Repairs

You are also liable for any damage caused intentionally, accidentally or negligently by you, your household or any visitor. PSHA does not have to carry out these repairs for you but if we decide to do so then you must pay us for the cost of the repair. These are called Rechargeable Repairs. For more information please see our Procedure on Rechargeable Repairs.

QUALITY OF SERVICE

All repairs are carried out by approved contractors.
We monitor contractors to ensure that they carry out a prompt, quality service that is value for money.
You will be asked to arrange an appointment for most repairs for a day that is convenient to you.
Appointment slots are am- 8-1pm & pm- 1-5pm
When we send you a copy of the Works Order arranging for a repair to be done you will see that the final part of this is a Satisfaction Questionnaire.
When you complete and return this to us in the Freepost envelope provided we will enter you into our monthly £10 prize draw.
The information you provide helps us ensure that our service provides you with a high level of satisfaction.