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Housing maintenance and repairs

We provide a 24 hour repairs service to our tenants. The main aims of the service are to:

  • meet legal obligations
  • respond quickly to reports of disrepair
  • provide a value for money service
  • make sure the timescales for repairs are clear and are met
  • deliver a service that is flexible and reflects customers needs

We also run a Housing Improvement Programme of ongoing maintenance which specifically deals with improving homes over a period of time and relates to works such as window replacement and central heating upgrades. The programme is planned in advance every year. You will be notified if your home is going to be included in any of the programmes or you can check what work is planned for your home in any of our neighbourhood housing offices.

Council or tenant responsibility

The responsibility for repairs to Council houses is shared between the Council and the tenant. In essence, the Council is responsible for maintaining the fabric and permanent fittings of the building, while the tenant is responsible for internal decoration and removable fittings. If you are unsure please ask your Housing Officer or contact the repairs helpline.

In cases where the tenant has caused damage to the house which is then reported as a repair, the Council will usually do the repair but the tenant will be asked to pay for the work.

Reporting a repair

You can telephone our repairs line on the number detailed at the bottom of this page, complete the online repairs request form in the online forms section or call in at your local office during office hours. You will be asked for your name, address, and the nature of the repair. You will also need to tell us when we can get access to your home. In most cases we won’t need to inspect the repair first and you will be offered an appointment for the repair to be carried out. If we do need to carry out an inspection you will be offered an appointment for the inspection to carried out.

If you need to report a repair outwith office hours please use the Council's emergency helpline 0845 724 0000.

Repairs timescales

The timescale depends on the type of repair. To help us deal with the most urgent repairs first we have three timescales that cover all types of repairs.

Emergency  -  within 24 hours

Emergency repairs are where the welfare of the resident or the fabric of the property could be compromised if left unattended.

Urgent  -  within 3 working days

Repairs are urgent when failure to attend to the defect could result in a fairly rapid deterioration of the fabric of the building or where the convenience of the tenant is significantly compromised.

Planned  -  within agreed timescale

These programmes are grouped to form a programme of work. Tenants will be notified when the repair has been programmed and with a date that the work will be carried out.

Right to repair

From 30 September 2002, under the Housing (Scotland) Act 2001, Scottish Secure Tenants and Short Scottish Secure Tenants have the right to have small urgent repairs carried out by East Ayrshire Council within a given timescale. This is called the Right to Repair scheme and it applies to all tenants. Further information is available from the Scottish government leaflet downloadable in the further information section or from your neighbourhood housing office. 

For more details please download the leaflets under further information.


Contact Information

Housing Repairs
Burnside Street
Telephone: 01563 555555
Emergency Helpline: 0845 7240000
Page last updated on10 October 2013
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