Report a Repair

Report a repair

If something in your home, close or common area needs repaired, please let us know as soon as possible.

You can report a repair by:

Online: [link to follow]

Phone: 0141 554 2406

In person: Reidvale Housing Association, 13 Whitevale Street, Glasgow, G31 1QW

When you report a repair, we will ask for some details so we can understand the issue and arrange the right response.

Emergency repairs

An emergency repair is something that cannot safely wait until the office reopens.

If you have an emergency repair when the office is closed, please call: 0141 554 2406 and press 1

Please only use the emergency repairs service for repairs that are urgent and cannot wait.

Emergency repairs may include:

  • Emergency repair examples
  • Serious water leaks
  • Unsafe electrical faults
  • No heating or hot water, where there is no other source of heating
  • Insecure external doors or windows
  • Blocked toilet, where there is no other toilet in the home
  • Dangerous ceilings, walls or structures
  • Fire, flood or storm damage affecting safety

If there is an immediate risk to life or safety, call 999.

Before you report a repair

Before reporting a repair, please check:

  • Is the repair inside your home, in a close or in a common area?
  • Is it an emergency or can it wait until the office is open?
  • Are you able to describe where the problem is?
  • Do you have any photos that could help us understand the issue?
  • Are there any access issues we need to know about?

If you are not sure whether something is an emergency, please phone us and we will advise you.

What information we need

When you report a repair, please give us:

The type of information we need Why we need it
Your name, address and contact number So we can confirm the repair and arrange access
Details of the repair So we can send the right contractor or member of staff
The location of the problem For example, the kitchen, bathroom, close, back court or roof.
When someone can access the property So we can arrange a suitable appointment
Photos, if avalible This can help us assess the repair more quickly
Any health, safety or access concerns So we can plan the repair properly

Repair timescales

Timescales for carrying out repairs are as follows:

Type of repair Target timescale
Emergency such as a serious leak, unsafe electrics or insecure property
Urgent partial loss of heating, minor leak or blocked sink
Routine joinery, plastering, minor plumbing or general repairs
Planned works such as larger repairs or works requiring inspection

Some repairs may take longer if parts are needed, specialist contractors are required, or further investigation is needed. If this happens, we will explain what is happening and keep you updated.

What happens next

After you report a repair, we will:

  1. Record the details of the repair
  2. Check the priority of the repair
  3. Arrange for the repair to be inspected or passed to a contractor
  4. Tell you what will happen next
  5. Arrange access where needed
  6. Update you if the timescale changes

If a contractor is attending your home, please make sure someone is available at the agreed time.  If you cannot keep an appointment, please contact us as soon as possible.

Your responsibilities

Some repairs are the tenant’s responsibility.  This may include damage caused accidentally, deliberately or through neglect.

You are responsible for letting us know about repairs as soon as possible and giving access so the repair can be completed.

If you are unsure whether a repair is your responsibility or Reidvale’s, please contact us and we will advise you.

Chasing an existing repair

If you have already reported a repair and need an update, please contact us with:

  • Your name and address
  • The date you reported the repair
  • Details of the repair
  • Any reference number you were given
  • Any change in the problem since you reported it

Repairs in closes and common areas

Please report repairs in closes, back courts, bin stores and other common areas as soon as you notice them.

This helps us keep buildings safe, clean and well maintained for everyone.

Examples include:

  • Common area repairs
  • Close lighting
  • Door entry systems
  • Broken handrails
  • Damaged close doors
  • Water leaks in common areas
  • Problems with bin stores
  • Trip hazards

Feedback and complaints

We want repairs to be completed properly and within the right timescales.

If you are unhappy with how a repair has been handled, please tell us.  We may be able to put things right quickly.

If you remain unhappy, you can make a complaint.