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/ HOME / TENANTS SERVICES / TENANTS HANDBOOK / REPORTING REPAIRS

Emergency and Urgent out of Hours Repairs

An emergency is defined when your health or security, or the security of the building is dangerously at risk.  If an emergency arises or you need to report an urgent repair outwith normal working hours you should contact the number shown below.

EMERGENCY REPAIRS TELEPHONE NUMBER 01382 434343

Sheltered Housing Tenants who have an emergency can also contact the Scheme Manager to report a repair by using the pull cord system.  If the Scheme Manager is not available the system will contact the Community Alarm Service, who will organise emergency repairs if the Scheme Manager is off-site.

Please only use this emergency service if the repair is a genuine emergency.  If you call out a contractor when it is clearly not an emergency, you may be recharged for this service.

OTHER REPAIRS

Other repairs should be reported as soon as possible to the Association’s Offices in Dundee or Arbroath or to the Scheme Manager if you live in sheltered housing.

It will help us to help you if you

  • Give as much detail as possible about the repair
  • Give a contact telephone number
  • Arrange realistic access times

This List outlines the priorities and response times for repairs.  You will receive written confirmation which will advise you of the name of the contractor and how long your repair should take to be completed.

CATEGORY & RESPONSE TIMES
  • Emergency - Up to 3 hours
  • Urgent - Up to 24 hours
  • Essential - Up to 3 working days
  • Standard - Up to 10 working days
  • Routine - Up to 20 working days
RECHARGEABLE REPAIRS

You may be asked to pay for some repairs.  For example, where an item has been deliberately damaged or needs repaired because of neglect or misuse.  You may also be recharged if you lose keys and we have to gain entry to your home.  If you make an arrangement for contractors to call at a specific time and you are not at home as arranged, you will be recharged for the contractors wasted time.  Further details about your responsibility for repairs are outlined in your Tenancy Agreement.

REMEMBER:

ANY TRADESMAN VISITING YOUR HOME CLAIMING TO REPRESENT ANGUS HOUSING ASSOCIATION SHOULD HAVE PROPER PROOF OF WHO THEY ARE.  IF YOU ARE UNSURE ABOUT LETTING ANYONE IN YOUR HOME, ASK FOR THEIR ID CARD AND, OR, PHONE THE OFFICE TO CHECK THEY ARE GENUINE.

Remember:

If the emergency service or a contractor is called out to a repair and no fault is found then a recharge will be issued.  If the call is cancelled and the contractor is en route you will STILL BE recharged for the contractor’s time.

 


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© Angus Housing Association Limited 93 High Street, Arbroath, Angus, DD11 1DP.

Registered as a Social Landlord - Hal 65  |  Recognised Scottish Charity - SC  020981  |  Care Commission - CS 2004061668

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