Repairs & maintenance

Factored customers

If you are one of our factored customers, you can use the form below to report a common repair. Please read our factoring guidance for more information on reporting common repairs or if you need to make an insurance claim.

Factored customers

Emergency repairs

During office hours report on 0808 100 0403
Out-of-hours report 0800 783 7937

In certain circumstances, we have to charge tenants for repairs. This happens when the work required is the tenant’s responsibility under the terms of their tenancy. Please view our Repair Responsibilities guidance for more information on repairs.

EMERGENCY REPAIRS INCLUDE:

  • No heating (winter time only)
  • No electrics (Please check your trip switch if you have one. If it has tripped, switch off all your appliances and then reset it. If the fault is traced to an appliance you will be charged the cost of the call out).
  • Gas leak (report to Scottish Gas Networks first)
  • Water leak
  • Blocked W.C.
  • Broken window.

Please note that if you lose your keys, we will not send out a locksmith. It is your responsibility to look after your keys and to arrange a locksmith if they are lost or stolen.

Report a repair

Tenants of Harbour Homes may use this form to report a repair in their home. If you are a factored customer, you can also use the form to report a common repair.

 

Repair responsibilities

To better understand who is responsible for handling different types of repairs, download our Repair Priorities and Responsibilities leaflet. Please note that repairs may be recharged if we are not responsible for the repair or the repair is due to tenant neglect / misuse.

Priorities & responsibilities

Right to Repair

Our responsibility to you

Under the Right to Repair Scheme, you are entitled to a small number of urgent repairs carried out within a maximum time scale – we call these “qualifying repairs”. When you report a repair, we can advise you if it is a qualifying repair.

Your rights

If a contractor does not start the repair before the maximum time limit, you are entitled to instruct another Harbour Homes contractor to carry out the repair. We will then pay you £15 compensation and a further £3 per working day until the repair is complete up to a maximum of £100 providing there are no exceptional circumstances.

If our contractor has started a qualifying repair, but doesn’t complete it within the maximum time and you are not advised, you will be entitled to £15 compensation. The Right to Repair Scheme is subject to you providing access for the contractor and compensation may be offset against any rent arrears owed.

For further information a leaflet is available from the Scottish Government website.

 

Response times

If there is a danger to health or personal safety, we aim to respond to repairs within two hours of you reporting them to us, eg major leaks, no electricity, loose masonry. If it is impossible to complete the repair immediately, a temporary repair to remove the risk will be completed by the target time. If our office is closed, emergency repairs should be reported to our out-of-hours call service on freephone 0800 783 7937. If an out of office hours repair is an emergency, the out-of-hours service will send someone out immediately. If it is not an emergency, they will pass the report on to us when the office is open the next day, and we will then contact you to organise the repair.

Repairs that cause severe discomfort or inconvenience, eg door lock failure, broken windows, will be responded to within 24 hours of the report. Again, if it is impossible to complete the repair in this time, a temporary repair to remove the risk will be completed.

Repairs which cause discomfort or inconvenience but no danger to health and safety, eg minor leaks, running overflow. We will aim to deal with these issues within five working days of you reporting them to us.

Minor repairs which are causing irritation but not serious inconvenience, eg problems with the door-entry system and dripping taps. We aim to respond to these repairs within 15 working days of you reporting them to us.

Cyclical work

Photo of Harbour Multi-Trades staff member in a stairwell.

Yearly maintenance programme

Our yearly cyclical maintenance programme covers things that have to be attended to on a fixed cycle. This includes:

  • Stair painting
  • Roof repairs
  • Window and door painting
  • Door entry system upgrades/installations

Work of this kind will often affect all residents of a communal stair. Where decoration takes place, you will be offered the choice of paint colours in communal areas, and be given the option of having your flat door painted. The main stair doors are also painted.

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