The Repairs section of our site explains how to report an emergency and routine repair.
Under the repair response times section you will see how we categorise repairs and how quickly they will be attended to.
There is also information about Landlord / Tenant responsibilities, the Right to Repair Scheme and the Repairs Compensation Scheme.
Report a Repair During Office Hours
Monday to Thursday 8:30am to 5:00pm and Friday 8:30am to 4:30pm.
Should you wish to report a general repair during office hours please telephone our Repairs Department on 01506 639143 or 01506 639144 for a gas related repair.
Alternatively you can e-mail us at: firstname.lastname@example.org
Emergency Repairs Outwith Office Hours
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”.
Tenants should report an emergency repair outwith office hours on the numbers listed below:
General Repairs: 01506 639143
Gas Related Repairs: 01506 639144
For Gas & Electricity supply problems:
National Gas Emergency Service for gas leaks (Freephone): 0800 111 999
Scottish Power for faults and emergencies: 0845 272 7999
In some cases it may be necessary to carry out a pre-inspection to establish precisely what repair is required. Pre-inspections are carried out within 15 working days (depending on priority) but this does not form part of our repair response time.
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 10 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.
Right to Repair
Qualifying Repairs are those that Weslo is responsible for carrying out and meet the terms laid down in the Right to Repair Scheme.
Qualifying Repairs normally reflect the type of repair where a tenants’ health, safety or security may be in jeopardy.
A list of these repairs are indicated below:-
|Repair / Defect||Maximum period in working days from date immediately following the date of notification of qualifying repair or inspection|
|Blocked Flue to open fire or boiler||1|
|Blocked or leaking foul drains, soil stacks or toilet pans where there is no other toilet in the house||1|
|Blocked sink, bath or drain||1|
|Complete loss of electric power||1|
|Partial loss of electric power||3|
|Insecure external window, door or lock||1|
|Unsafe access path or step||1|
|Significant leaks or flooding from water or heating pipes, tanks or cisterns||1|
|Loss or partial loss of gas supply||1|
|Loss of partial loss of space or water heating where no alternative heating is available||1|
|Toilet not flushing where there is no other toilet in the house||1|
|Unsafe power or lighting socket||1|
|Complete loss of water supply||1|
|Partial loss of water supply||3|
|Loose or detached banister or handrail||3|
|Unsafe timber flooring or stair treads||3|
|Mechanical extractor fan in internal kitchen or bathroom not working||7|
The following repairs are excluded from the Right to Repair scheme:-
- Repairs which are not the responsibility of Weslo.
- Repairs exceeding £350 which is the maximum amount payable by Weslo.
- Where a tenant failed to provide reasonable access for the purpose of enabling the qualifying repair to be inspected or carried out.
- Repairs required within a property’s defects liability period. These are the responsibility of the Contractor who built the property, or where fixtures or materials are under guarantee.
- Repairs carried out to communal parts of the building.
Instructing Qualifying Repairs
Where a tenant has advised Weslo that a repair is required, repairs staff will consider if it is a “Qualifying Repair” and advise the tenant accordingly.
An inspection may be required to identify the full extent of the work required and to ascertain whether it is deemed to be a “Qualifying Repair”.
In these circumstances, a Maintenance Inspector will make an assessment prior to any repairs being raised.
The repairs staff will make access arrangements and inform the tenant of the following:-
- The maximum period within which the Qualifying Repair must be completed.
- The last day of the maximum period.
The tenant will also be advised the repair will only be able to be carried out under the “Right to Repair Scheme” if the tenant can guarantee access at all times during the maximum period.
If the tenant cannot guarantee access, the repair will be processed in line with Weslo’s normal repairs procedures.
The emergency repair category is restricted to circumstances where there is a danger to life, a safety hazard, or the potential for more extensive damage to a property. Under normal circumstances the removal of a hazard and the restoration of services can be expected at the first visit.
Response to an emergency repair should be within 2 hours. If there is a heavy demand on the emergency service, (e.g. severe weather conditions), the first priority for the tradesman will be to remove the hazard. The second priority will be to restore services such as water and power within 24 hours.
Reporting emergency repairs outwith office hours:
- General Repairs: 01506 639143
- Gas Related Repairs: 01506 639144
- National Gas Emergency Service for gas leaks – 0800 111 999 (Free Phone)
- Scottish Power – 0845 272 7999 (Energy Network Faults and Emergencies)