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CUSTOMER SERVICES
Maintenance and Repairs
Maintenance information

The following services are provided for all tenants in accordance with our Maintenance Policy and Procedures.

a 24 hour Emergency Repairs Services
a routine responsive repairs service
a planned maintenance programme of replacement/renewal of major elements
such as central heating, windows, kitchen & bathroom

All requests from tenants for repairs are classified as follows:

Emergency Repairs -
target response time 2 hours
 
Urgent Repairs -
target response time 5 working days
 
Routine Repairs -
target response time 8 working days

Examples of repair priorities is listed below:

Emergency

 
House fire
 
Severe roof leaks
 
Burst pipes
 
Blocked drains
 
Blockage of your only toilet
 
Loss of electrical power or lights
 
Gas escapes
 
Loss of heating – where there is no other heating available
 
Loss or partial loss of space or water heater where no alternative source available
 
Insecure external door, lock or window
 
Dangerous structures

Urgent

 
Partial loss of electrical power or lights
 
Unsafe power, lighting socket or electrical fitting
 
Partial loss of water or gas supply
 
Blocked or leaking drains or soil stack
 
Blocked sink, bath or basin
 
Tap which cannot be turned off
 
Loose or detached banister or handrail
 
Extractor fan in internal kitchen or bathroom

Routine

 
TV aerials
 
Unsafe power, lighting socket or electrical fitting
 
Joinery works
 
Rainwater and guttering repairs
 
Plastering
 
Repairs to fittings
 
Re-pointing
 
Fencing Repairs
Image of two men carrying a window
 
 
 

 

How to request a repair
By telephoning 01698 269119 then choosing option 2 for our Maintenance Section. or clicking on the download button below to request a routine repair.

Emergency Repairs
We aim to attend to all emergency repairs within 2 hours after they are reported. These are repairs which could affect tenants’ safety, security or health, or cause serious structural damage to the property.

Emergency repairs should be reported to our staff in the normal way if they occur during working hours. If they occur out-of-hours tenants should still use our normal telephone number for emergencies:

Calls for such emergencies will be diverted through our call centre and you should provide the operative with your name, address and a brief description of the essential repair.

PLEASE DO NOT ABUSE THIS ESSENTIAL SERVICE WHICH IS FOR GENUINE EMERGENCIES ONLY. IF YOU DO ABUSE THE SERVICE A CALL-OUT CHARGE MAY BE LEVIED. YOU MAY ALSO DELAY OUR RESPONSE TO A GENUINE EMERGENCY AND PLACE OTHER PEOPLE AT RISK.


 
Emergency Repair

 

New Properties

During the first year a new property comes under the contractor’s defect liability period. This means the contractor responsible for building the properties must be allowed the opportunity to attend to appropriate routine repairs which may be outwith our normal routine response time.

 

 

Customer Satisfaction Survey

We conduct regular Customer Satisfaction surveys to see if we are meeting our targets and to see if you are satisfied with the service you have received. Your views are important to us. They help us improve our services.

 

 

Contractor Code of Contact

Our Contractors are required to introduce themselves to the customer and show proof of identity. Do not hesitate to ask to see their identification.

 

 

  Log a repair online


This service is for ROUTINE repairs only (see above examples). For any urgent or emergency repair please telephone 01698 269119.

First Name
 
  Last Name  
  Address  
     
     
Contact Telephone No.
 
  E-mail Address
Detail of Repair
 

Access Date

  Access Time a.m. p.m.
 
 


Data Protection

Lanarkshire Housing Association Limited does not capture and store any personal information about individuals who access this website, except where you voluntarily choose to give us your personal details via e-mail, or by using an electronic form, or enquiring about any of our services. In these latter cases, the personal data you give Lanarkshire Housing Association Limited will be used exclusively for providing you with the information/service you have requested.

Lanarkshire HA
          191 Brandon Street, Motherwell, Lanarkshire ML1 1RS  Tel: 01698 269119   Click here to email us
          Registered Scottish Charity No. SC042523
          Property Factor Reg. No. PF000275
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