Repair Priorities

If the repair is a ‘qualifying repair’ under the ‘Right to Repair’ rules, you may be entitled to compensation if we or our contractor don’t complete the work on time.

You can find out more about the ‘Right to Repair’ requirements' or by visiting the Scottish Government website.

If you feel that we haven’t met these standards, please use the complaints form to let us know. You might be concerned that the work was not done as quickly as it should have been, or you might feel that the work was allocated to the wrong category, for example that it should have been treated as ‘urgent’ rather than ‘general’. We welcome feedback on repairs, whether positive or negative.

We have set out, in the table below, our priorities for carrying out repairs. The table includes both our own repair targets and those set under the ‘Right to Repair’ rules.

Category of repair

Time limits and types of repair


Emergency repairs to be completed within 6 hours include:

  • An emergency arises where there is danger to life or limb or serious damage to property.
  • A failure in the mains electrical supply, other than a power cut
  • A dangerous electrical fault
  • A burst water pipe or water tank
  • Uncontainable leak
  • A total loss of heating
  • A blocked drain, or if it’s backing up
  • A blocked or totally unusable WC, if there is only one in the house
  • A property that is insecure, with a broken window or a damaged door, following an event such as a break-in or possibly storm damage
  • An emergency also arises if someone is locked in / locked out, if they are or have elderly, disabled, children or other vulnerable people living at the property.

Emergency repair for Total Loss of Heating to be completed within 24hrs

Where there is a total loss of heating with no alternative, reported over a weekend or public holiday, we will complete this repair within 24 hours. Where the issue is complex and can’t be resolved within the timescales, an alternative heat source (plug-in heater) will be supplied.

This does not include loss of hot water, which will be dealt with as a Right to Repair 1, as shown below.

If it is subsequently found that the incident was not an emergency as defined above, the tenant may be recharged for the cost of the call-out.

Right to Repair 1

These are the most urgent repairs required under the ‘Right to Repair 1’ rules

Repairs within the ‘Right to Repair 1’ category, to be completed within 1 working day include:

  • A toilet not flushing (where only one in the property).
  • Loss of heating or hot water.
  • Unsafe electrics.

Urgent or Right to Repair 3

These are repairs which would become emergencies if not done quickly

Urgent repairs, or repairs in the category of ‘Right to Repair 3’ are to be completed within 3 working days. This category includes:

  • Roof leaks to the property.
  • Repair of minor water leaks on central heating and hot water installations.
  • Broken sanitary fittings.
  • Slow drainage of sanitary fittings and showers.
  • Overflows which are causing a hazard.
  • A loose bannister.

Right to Repair 7

To be completed within 7 working days

Repairs within the ‘Right to Repair 7’ category are to be completed within 7 working days.

An example would be the failure of an internal extractor fan to a bathroom or kitchen (where there is no external window or door).


These are non-urgent.

General repairs to be completed within 10 days include:

  • Door and window repairs, such as repairs to handles, seals etc.
  • Gutter repairs.
  • Minor roof repairs, such as broken tiles.
  • Minor internal plastering repairs.
  • Repairs to boundaries.
  • Dripping taps/washer replacement.
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