Repairs
Report a repair
Whatever the situation, the first thing you need to do is contact us and give us as much information as you can about the problem, along with your contact details.
Reporting the Problem
You can report the need for a repair in a number of ways.
Report a repair online or by telephone.
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If you have a problem with your gas central heating at any time call WRB Gas on 0800 281856.
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If you want to report a repair to your home within office hours call us on 01383 606162.
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For emergency repairs to your home outwith office hours call freephone 08000 274 007.
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Drop by the Association's office and tell us about the repair. We're open from 8.30am to 5pm Monday to Wednesday, 8.30am-6.30pm Thursday, and 8.30am to 1pm Friday.
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Write to us with details of the problem that requires attention.
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Tell a member of staff. Remember, all important numbers are in the Tenants Handbook.
What do I need to tell
We try to arrange access to carry out the work at the tenant's convenience. If you wish the work to be carried out on a specific day, you should let us know and we will try to accommodate your request.
If this is unsuitable, we can defer the repair within the time period for the type of repair that is logged day provided we gain access to complete the repair.
If your circumstances change, just let us know and we can make alternative arrangements with you. If we are not able to attend on a date agreed with you, we will contact you in advance and re-arrange the appointment.
Our contractors will normally visit in the morning or afternoon, unless it is an emergency. All repairs, except emergencies will be undertaken during the following periods:
Monday to Thursday 8.00am - 4.30pm
Friday 8.00am - 3.30pm
Help! It's an emergency!
The best thing to do in an emergency is phone us. If you phone outside office hours, the answering machine will give you an emergency number to ring. Don't worry. We will make sure the relevant contractor equipped to deal with your particular problem is at your door within two hours of the time that you reported the emergency to us.
Help! It looks bad, but I'm not sure whether it's an emergency.
We've compiled some short lists to help our tenants gauge whether their particular problem counts as an emergency, but if in doubt, please phone us for advice.
Emergency repairs:
We are getting too many calls for emergency repairs that are quite simply not emergencies. An emergency is where there is a danger to life or to the structure of the property ie:
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Any gas leak
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Any electrical fault
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Any water leak
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Fire damage
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Repairs after a burglary
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Storm damage
Many situations cause a major inconvenience and will be tackled urgently, but often they do not need to be attended to outside normal working hours.
Some examples of repairs that are not true emergencies are:
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Minor electrical faults or partial loss of power
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Dripping taps or taps not working properly
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Blocked toilet
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Faulty locks where there is another access/exit route available
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Windows not closing properly
These are only a few examples of repairs that do not pose a threat to your life or to the structure of the property.
In an effort to reduce the cost of providing our repairs service we are asking you to consider the nature of the repair before using our emergency numbers.
In the meantime, we have advised our out-of-hours repairs team not to respond to calls unless it is a true emergency.
If you do call a member of our repairs team out after normal working hours and the repair you need does not pose a threat to your life or the property you may be asked to pay the cost of the call-out and repair.
If the repair you need carried out is genuinely posing a threat to you or your property please do not hesitate to use our freephone number for ‘emergency’ repairs. The number is 08000 274 007 for plumbing, electrical and joinery repairs and 0800 281856 for central heating repairs.
Tenants in new development will have been given details as to who to contact in your first year defects.
One thing to bear in mind - if you call us out on an emergency to a problem which we don't consider to be an emergency once we get there, you may find that we will ask you to pay for the extra cost of making an emergency call-out.
When emergencies occur outside standard working hours, the repair carried out may be a temporary one. A permanent repair will then be carried out in working hours.
Urgent Repairs
Urgent repairs include those listed below, but do call us if you are unsure whether your repair is urgent or not:
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Domestic Heating and Hot water problems
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Your property is no longer water-tight
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Replacement of sanitary ware
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Replacement of glass
We will aim to carry out urgent repairs within three working days of the date you first contact us, so don't delay!
Routine Repairs
Routine repairs are all those repairs that aren't listed as emergency or urgent. We aim to carry out these repairs within fifteen days - and within ten days if the repair is electrical or there is damage to glazing.