Repairs
NEW OUT OF HOURS REPAIRS TEL NO - 0845 266 8942 Our existing contract with Carillion comes to an end on 30 November 2012. Mears have been successful in winning the new contract and will take over the contract from 4.00pm on 30th November 2012.
There is no change to our arrangements for requesting a repair during office hours (you will continue to phone our Repairs Team on 0141 550 3581 and then choose option 1). There is however a new phone number to call for out of hours repairs that are NOT gas heating repairs - 0845 266 8942. For gas heating repairs you should continue to phone Lorne Stewart on 01942 687768.
Mears out of office hours (4.30pm - 9.00am Monday to Thursday, from 4.00pm on a Friday, all day Saturday and Sunday and public holidays) - 0845 266 8942.
We believe our new partnership with Mears will help us to continue to improve and build upon the repairs service we offer our tenants. With the assistance of Mears, we will continue to monitor Customer Satisfaction levels and tenant feedback.
Emergency
The contractor will attend within 2 hours and the service will be restored as soon as possible.
A follow up job line may be created to fully complete the repair.
Emergency repairs are those where there is a risk to your safety, danger to health and to prevent serious damage to the building or total loss of services
For emergency repairs within office hours, please contact your local Thenue offices. For an emergency repair outwith these hours please contact 0845 266 8942.
Repairs by Appointment
The contractor will attend within the date and time slot agreed with you when offering the appointment
Appointments are those repairs which would normally fall into the category of a routine repair but where an appointment giving a specific date and time (usually within a 2 hour time slot) to suit the convenience of the tenants is offered.
Urgent
The repair will be completed within 3 working days
Those repairs where there is a partial loss of a service to you that seriously affects your comfort or convenience or where not carrying out the repair will result in further damage to the property.
Routine
The repair will be completed within 12 working days
Those repairs that do not seriously interfere with your comfort and convenience and do not cause further problems to the property.
Right to Repair
As a result of the Housing (Scotland) Act 2001, tenants are entitled to certain specified repairs being carried out within a certain timescale, failing which the tenant is entitled to a flat rate compensation payment as detailed in the Right to Repair legislation. More details of this legislation can be found in Scottish Statutory Instrument 2002/03 Number 316 – “Right to Repair”.
Thenue Housing has a policy to enable the Right to Repair legislation to be implemented. To view this policy click here.
Gas Servicing and Repairs
The Association has re-tendered the Gas Servicing and Repairs Contract - Lorne Stewart Plc was the successful contractor.
The new contract commenced during February 2012 with Lorne Stewart carrying out the servicing and repairs to your Gas Heating System: boiler, associated pipework and radiators. Carillion Plc will continue to be responsible for all other day to day repairs.
Lorne Stewart will letter you in advance with an appointment for your annual gas service. If this date is not suitable, or you want to make a more specific appointment, please contact us as soon as possible. Please include your name, address and a contact phone number on any message.
Contact Telephone Numbers:
Gas Servicing (01387 263176) Gas Repairs (0141 550 3581) Out of Office Hours Emergency Calls (01942 68 77 68)