Repairs Service

We have adopted the definition of common maintenance from the Tenements (Scotland) Act 2004 which is legally defined as:

  • Repairs and replacement
  • Cleaning
  • Painting and other routine works
  • Gardening
  • Day to day running of a tenement
  • Reinstatement of part (but not most) of the tenement building.

Examples of the type of maintenance you could be required to participate are repairs to unadopted estate footpaths, replacement of gutters or fencing repairs.

Maintenance is identified by the following:

Gas Annual Visit

  • Estate inspections carried out at least once a year and as required
  • General estate management duties
  • Reports from residents

Repairs are categorised as follows:

Landscape or Open Space maintenance work in the wider estate (outwith the curtilage of your property) e.g. unadopted (responsibility of Weslo) footpath repairs.

Planned maintenance work required to maintain the common parts of a building – e.g. repair to a roof.

Reactive maintenance work required to maintain essential services (emergency) – e.g. clear a choked drain.

Landscape or Open Space maintenance can be separated further into:

  • Soft landscape such as grass cutting and shrub bed maintenance
  • Hard landscape such as communal paved areas

Landscape maintenance such as grass cutting and shrub bed maintenance is agreed with external contractors and the work is regularly assessed by our Housing Officers and Maintenance Inspectors. The main works carried out under the soft landscape contract are:

  • Mowing Amenity Grass
  • Mowing Rough Grass
  • Shrub bed maintenance
  • Tree Maintenance
  • Hedge Maintenance

Unadopted hard landscaping areas such as paths and parking areas are inspected annually through the estate inspection process and any issues identified and addressed.

Estate Management Services

Initially all landscape issues are dealt with by the Housing Officer responsible for the Estate. Any continuing issues that may incur substantial costs to owners or impact on the estate to a large extent such as issues with retaining walls or path work involves the Owner Liaison Officer to aid communication with owners, address any issues from owners and deal with recharges.

Planned maintenance involves the Maintenance Department identifying and consolidating the large, normally costly (non emergency) work required and projecting this into a yearly planned maintenance programme. The Maintenance Department works closely with the Estate Management Department and Owner Liaison Officer at the early stages of this programme to ensure the impact on the residents, especially owners, can be assessed and forward planning can be instigated. The annual planned maintenance programme is agreed by our Board in February each year.

Reactive maintenance addresses issues that are not planned and can range from small non critical repairs to urgent and emergency repairs. Each category has a different response time and is managed by our Maintenance Department.

Emergency repairs prevent damage to any part of the property, or are in the interest of the health and safety of the residents. An emergency does not require owner’s agreement before instructing a repair. All attempts will be made to contact owners to advise of the situation especially if the share of the costs is going to be greater than £50 or it is going to cause significant disruption or damage to property. The share of the costs will be based on the actual cost following completion of the work and owners will be advised as soon as possible after the work has been completed.

For repairs below £50 per share we will complete the work. This will be included as part of the annual invoicing.

Repairs where we know in advance that an owner’s share of any essential maintenance is likely to exceed £50, we will write explaining what is required, including costs and normally stipulating a timescale for owners to authorise the repair. Where we have to carry out emergency maintenance or repairs we will endeavour to keep owners informed of likely costs. Where there is a majority ownership within a block or estate we will not carry out any non essential works unless the majority of owners agree in advance to meet their share of the cost.

Where a common repair will result in an owners share being over £50 there will be a 15% management fee and owner will be invoiced once the work is completed. We endeavour to inform owners of any larger repair and obtain consent but there are instances where it this may not be possible, such as emergency repairs or where more work is identified once the repair has commenced.

Owners have the right to organise repairs when they are in the majority ownership of the common areas. All owners involved must authorise the repair and the contractor will need to be recognised, approved and meet health and safety requirements. Emergency repairs are the exception where there will often not be time for owners to authorise or organise the repair and we need to carry out the repairs urgently.

Our repairs process is summarised in this Flow Chart.

Monday to Thursday 8:30 to 17:00 and Friday 8:30 to 16:30.

Should you wish to report a general repair during office hours please telephone our Repairs Department on 01506 639143 or01506 639144 for a gas related repair.

Alternatively you can e-mail us at: repairs_reporting@weslohm.co.uk

An emergency repair is classed as “one which cannot wait until the next working day without causing serious damage to the property, or causing a life threatening hazard to the occupants”.

Report an emergency repair outwith office hours on the numbers listed below:

  • General Repairs – Tel : 01506 639143
  • Gas Related Repairs – Tel : 01506 639144

For Gas & Electricity supply problems

  • National Gas Emergency Service for gas leaks – Freephone 0800 111 999
  • Scottish Power for faults and emergencies – Tel : 0845 272 7999

Repair Response Times

Weslo are commitment to carry out repairs within our stated response times.

Emergency Repairs which could be a risk to health and safety e.g. water leaks, electrical faults etc. Attendance within 2 hours and service restored within 24 hours.

Priority Repairs completed within 1 working day and are repairs which are not an emergency but cannot wait 3 working days.

Gas Repairs within 3 working days of notification.

Urgent Repairs which affect the tenant’s comfort and convenience e.g. roof leaks. Attendance within 3 working days of notification.

Electrical Repairs within 5 working days of notification.

Plumbing Repairs within 10 working days of notification.

Glazing Repairs single glazed within 10 working days and double glazed within 20 working days of notification.

Joinery and Building Repairs within 20 working days of notification.

Non Critical Repairs within 30 working days for common work identified as part of an estate inspection.

Repairs Awaiting Materials where a repair cannot be completed due to awaiting materials e.g. new external door, the tenant will be notified of the expected delivery time and installation date.