How do I report a repair?
If your repair is an emergency please call 08000 324888 (24 hours per day)
You can report repairs in the following ways:
- Report a repair directly using our MyHillcrest tenant app – you can even select a repair time-slot suitable to you. (Please note – selecting a time-slot is not available if reporting via phone or email – this will be allocated for you).
- Telephone 08000 324888 – all emergency repairs should be reported by telephone. Our customer service team will ask you key questions to help diagnose the repair correctly.
- Email – firstname.lastname@example.org
If you are calling to report an emergency repair outwith our office opening times and are unable to wait in the call queue and would prefer to email, you can email email@example.com You will receive an auto replay with a list of questions for you to complete regarding the repair and your contact details. Please only use this email address outwith normal office opening hours and if you are unable to wait for the call to be answered.
Repairs are carried out by our in-house Hillcrest Maintenance team, and we also use a number of approved external contractors.
Our repairs categories and response times are:
Timescale: within 4 hours
These are repairs that are needed to prevent serious damage to the building, are a danger to health, a risk to safety, or a risk of serious loss or damage to the occupier’s property.
Examples are: Fire damage, flooding, gas leak, break in, no heating or hot water, blocked sink, blocked toilet (if it’s the only toilet in the house), total power failure.
Please note our engineers do not attend to reports of no heating after 9 pm, this will be attended to the following day.
Timescale: 10 working days.
Examples are: blocked toilet (where there is another toilet in the house), broken doorbell, broken cupboard door, appliance repair, damaged rotary dryer.
What Happens when I report a repair?
When you report a repair we need information about the issue and we will log the details on our computer system. We will also confirm your contact details.
We will tell you who will carry out the repair and they will show you ID when they call at your door.
We have an appointment system for repairs carried out by Hillcrest Maintenance and you may be offered a Morning (8am – 12 noon) or an afternoon (12 noon – 4pm) appointment. This does not include emergencies.
Right to Repair
Under the Housing (Scotland) Act 2001, Scottish secure tenants and short Scottish secure tenants have the right to have small urgent repairs carried out by their landlord within a given timescale.
When you report a repair we will advise you if your repair qualifies and the maximum timescale Hillcrest have to complete your repair. We may need to inspect your property first to see if the repair qualifies.
A list of repairs that qualify and timescales is provided below. If these repairs are not started within the timescales provided in the scheme, you have the right to contact us to ask us to arrange for alternative contractor to attend. This does not apply to new build properties that are under the Defects Liability Period (within the first year of being built).
How does the Right to Repair Scheme Work?
From the time that you report a repair or if the repair has to be inspected our contractor will have to complete the work within agreed timescales. Failure to complete the work on time will result in you being eligible for compensation.
The time taken to complete a repair will depend on the type of repair. The time starts from the working day after the repair was reported or inspected. Working days are Mondays to Fridays.
The Qualifying Repairs up to a value of £350 are listed below:
Type of repair
Maximum no. of working days
|Blocked flue to open fire or boiler||1|
|Blocked or leaking foul drains, soil stacks or toilet pans where there is no other toilet in the house||1|
|Blocked sink, bath or drain||1|
|Loss of electric power||1|
|Partial loss of electric power||3|
|Insecure external window, door or lock||1|
|Unsafe access path or step||1|
|Significant leaks or flooding from water or heating pipes, tanks or cisterns||1|
|Loss or partial loss of gas supply||1|
|Loss or partial loss of space or water heating where no alternative heating is available||1|
|Toilet not flushing where there is no other toilet in the house||1|
|Unsafe power or lighting socket, or electrical fitting||1|
|Loss of water supply||1|
|Partial loss of water supply||3|
|Loose or detached banister or hand rail||3|
|Unsafe timber flooring or stair treads||3|
|Mechanical extractor fan in internal kitchen or bathroom not working||7|
If the contractor does not start the repair within the maximum time limit you will be entitled to £15 compensation. We will then pay a further £3 per working day until the repair is complete up to a maximum of £100 (provided there are no exceptional circumstances)
If you owe us any money we may offset the compensation against your account.
Are there any exceptions to the Qualifying Repairs Regulations?
There are also some exceptions to the Qualifying Repairs regulations. Our contractors will advise you if the repair qualifies or if other factors mean that the repair will be exempt.
- The exemptions to the Qualifying Repairs regulations are:
- If the qualifying repair costs more than £350.00, the repair will be carried out under the normal timescale
- If the tenant fails to give access to the property for an inspection or for the tradesman.
- If you do not accept an appointment within the target timescales
- Where the tenant re-reports the repair the process and timescale will start again. Compensation will only apply once the process has re-started for the same repair.
- Where a specialist part or material is required or where terms of a guarantee will be infringed.
If you want any further information please contact the repairs customer service team on 08000 324888 or email firstname.lastname@example.org
The full legislation is available https://www.gov.scot/publications/right-repair/