Housing services

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The Scottish Government’s restrictions around non-essential housing repairs and maintenance works were relaxed from Monday 26 April 2021.

These restrictions have seen a large proportion of our improvement work being suspended for the past year:

  • non-essential maintenance works put on hold
  • tenants asked not to report non-essential works
  • operational changes to the way that work could be undertaken
  • loss of key personnel due to shielding/symptoms and significant challenges around the supply chain for materials and products

Our operatives and staff have worked tirelessly over the last year in the most challenging of circumstances to ensure that we kept our tenants safe and secure in their homes and they deserve great credit for that.

While restrictions will be eased, the situation remains exceptionally challenging with regard to how work can be undertaken, a fragile material supply chain and the backlog of work that has accumulated.

Our teams will work to prioritise, appoint and carry out this work as quickly as possible but would ask for your patience and understanding with regard to this.

Your assistance is greatly appreciated.

Housing offices

Our Housing offices remain closed to the public to keep our staff and customers safe, with face-to-face contact maintained for our most vulnerable customers.

During office hours you can contact us by telephone on 01563 554400. For any enquiry outwith office hours, including homelessness presentations, please call the Risk Management Centre on 0345 724 0000.

You can also email housing@east-ayrshire.gov.uk or homelessness@east-ayrshire.gov.uk.

Please check below for further details on changes to service arrangements at this time.

Frequently asked questions

View our frequently asked question on housing services

Housing repairs

Report a repair

  • Telephone: 01563 555555 (during office hours)
  • Telephone: 0345 724 0000 (out of office hours)
  • online

If you currently have an appointment booked for repair that we are unable to carry out due to the restrictions, our staff will be in contact with you to re-arrange this at a time to suit you.

Help us help you

Our workforce are all doing their best to comply with physical distancing rules but we also need your help too, to keep you, your household and our workforce safe. 

While our team are in your house please comply with physical distancing. This means keeping at least two metres (six feet) apart, and where possible we would appreciate if you and all other members of the household stay in another room while we carry out your repairs. This is to protect you and others and keep everyone safe. We thank you for your care and consideration.

If you have symptoms or are self-isolating

If you or are a member of your household is experiencing coronavirus symptoms or self-isolating it is important that you let us know when you call.  If the repair is routine and is not a risk to your safety or the integrity of your home, please wait and report the repair once your symptoms or period of self-isolation are over.   

We will continue to provide emergency repairs service under these circumstances.

When our operative arrives to carry out your repair it is important that you let us know if your circumstances have changed since you reported the repair and you or a member of the household are now experiencing coronavirus symptoms or self-isolating.   We can still arrange for trained staff to carry out emergency repairs.

This is to protect you and others and keep everyone safe. We thank you for your care and consideration.

Please let us know if you have any concerns about work taking place.

Repairs inspections

To limit face to face contact we have changed the way we carry out our repairs inspections.   If we need to inspect your repair before we carry out the work, our staff will ask you for your phone number and give you a time when we will call you back.  

When we call you back please give us as much information as possible about your repair, including pictures if possible.  We can also use Whatsapp for video calling if that is suitable.

If we are unable to diagnose the repair in this way we will make an appointment to attend at a time to suit you when we are able to.

How did we do?

Once we've finished your repair a member of our team will contact you to carry out a short survey. We would appreciate your feedback as we use this information to improve our service. 

Neighbourhood coaches

All neighbourhood coaches are working remotely from home. They are supporting tenants with housing enquiries by telephone and email and are carrying out pre-arranged essential home visits. If you don't have a direct number please contact our Customer Contact Team on 01563 554400.

Housing options

As a statutory homeless service and registered housing support service, we have reviewed and updated the way we run our service to meet the challenges brought by COVID-19.  Our priority is to make sure we meet the needs of everyone who uses our service while keeping both staff and customers safe. 

What we're doing for homeless people

We increased our temporary furnished accommodation portfolio to meet an anticipated rise in demand. We have moved all homeless people  who were using St Andrews Court Hostel to temporary furnished accommodation, to make sure tenants can self-isolate if they need to.

We have issued hygiene packs to everyone using our temporary accommodation to help everyone to maintain cleanliness standards. We’re grateful for the help of a number of local charities who are also contributing to this with community donations.

If you are homeless or at risk of being homeless you can speak with a Housing Options Officer during office hours by calling 01563 554400 or email homelessness@east-ayrshire.gov.uk. We can provide you with temporary accommodation as well as advice and assistance to prevent you from becoming homeless.

If you require assistance outwith office hours please call 0345 724 0000.

Our web pages are being regularly updated with useful information for people needing emergency accommodation.

Housing support and early intervention referrals

Our Housing support team is accepting referrals for early intervention and offering support to our most vulnerable tenants. Our staff are offering support by telephone, arranged visit and they are completing applications for Community Care grants. They are also referring people to Citrus Energy for utilities support. If you need help, please email Housingsupportreferrals@east-ayrshire.gov.uk.

Tenancy management

We are helping tenants with their ability to pay rent, payment methods and how to claim any relevant benefits and rebates

We are assisting with deferred or reduced rent payments until tenants are in a more stable position financially. We have suspended evictions at the moment and will not evict tenants who are in rent arrears as a direct result of coronavirus. 

The Coronavirus (Scotland) Act 2020 received Royal Assent on 7 April 2020. The Act is intended to provide relief during the coronavirus outbreak, and the disruption caused by the outbreak. The Scottish Government’s clear commitment is that none of its provisions will last longer than is necessary and that the provisions are proportionate to deal with the outbreak and its effects.

The Act ensures that renters in both the social and private rented sectors are protected while confined to their homes.

The MyGov.Scot website provides specific information on the new measures for social housing tenants and information if you are suffering from financial hardship.

Rent arrears

Arrears recovery actions currently at Court will continue to be reviewed on an individual basis. Our Neighbourhood Coaches will work with tenants, offering advice and support with their household financial circumstances and agreeing affordable repayments.

If you have been impacted financially by COVID-19 we will take this into account and work with you on a long term solution which secures your home. You should contact your local Neighbourhood Coach in the first instance.

Our telephone number at this time is 01563 554400. For the latest information during this
pandemic please visit our help and support pages and sign up to our Stay Connected bulletins.

If you receive benefits

Our dedicated Universal Credit (UC) Support Team continues to support UC claimants together with Department of Work and Pensions (DWP). Rent Verifications and applications for managed payments/third party deductions are still being processed, with telephone support being given to claimants.

Support can be provided by phone, email or a home visit dependent on the needs of our customers. If you claim UC the team will confirm your rent to the DWP and should you fall into rent arrears (while on UC) we will seek payments direct from your UC claim so that your home is secured.

The UC Team can advise you on whether you should claim UC and how to make a claim. If you have had a change in circumstances, such as a birth of a child, loss of hours or new partner the team can check to see if you are entitled to any additional income. If you are struggling with bills we can help by providing debt advice.  

Private landlords

We have emailed Private landlords in East Ayrshire with information about Scottish Government recommendations on evictions in the private rented sector.  New Regulations will be introduced that will prevent eviction orders being brought between 11 December and 22 January, with the exception of cases of serious anti-social behaviour.

Any further enquiries please contact the Private Sector Housing Unit.

Private housing contacts
NameTelephone number
Karen Walker, Private Sector Manager 07469 406300
Dawn Cadwell, Private Sector Assistant 07785 446115
Christine Thomson, Private Sector Assistant 07785 446120
Ashley Currie, Private Sector Assistant 07785 446275
Liz King, Private Sector Development Officer 07785 445835

Housing and property chamber

We can now report that work has started in re-scheduling the postponed Case Management Discussions (CMDs). The rescheduled CMDs will commenced from July onwards by teleconference to allow the parties, representatives of parties, the tribunal judge and the tribunal clerk to participate remotely. Those parties affected will be contacted with an update of the position and this article provides information to the wider public.

All private rented sector, civil proceedings and eviction cases are proceeding to CMDs in the first instance

For further information please visit the Housing and Property Chamber website.

Gas safety checks

Every year we are are required by law to carry out annual gas safety checks in line with guidance from the Health and Safety Executive (HSE) and Gas Safe to keep our tenants and residents safe.

To keep you, your family and our workers safe, we are taking extra precautionary measures and following all relevant guidance while we work in your home.

As you will appreciate, this is an exceptional and constantly changing situation, and our position may need to change to reflect guidance as and when it becomes available.

If you have any problems or worries about the operation of your boiler please contact our emergency number on 0345 724 0000.

Garden maintenance scheme

Our garden maintenance scheme has started again for Council tenants who are currently accepted on the scheme. If you are already on the scheme and have an enquiry about the service, please call our contractor  Tivoli on 01563 548050.

New applications can be submitted for consideration by completing an  online garden maintenance scheme form. You can enquire about the scheme by calling 01563 554400.

Housing improvement programme

Kitchen and bathroom rewires

Our kitchen, bathroom and electrical upgrade programme was put on hold in March 2020. Tenants who were due to have an upgrade in the weeks following the shutdown were informed.

Given the level of disruption and the high number of different trades operatives required to visit your home to complete the work, we anticipate that this programme will be one of the last to restart. We await further easing of the restrictions to allow us to consider the possibility of restarting this programme.

Should you be part of this programme of work, we will contact you once we are in a position to advise further.

Central heating installations

Our central heating installations will restart from Monday 26 April 2021 with the work being spread over two days instead of one. This is because we have had to reduce the number of employees working in your home at any one time to comply with physical distancing rules. This, along with robust safe systems of work will ensure that the work is carried out safely.

If you are due to have an installation carried out, we will contact you before we start to discuss the process with you and make sure that the proposed date suits you.

Window replacement programme

We are currently working with our partner contractor CMS to establish a route back to the safe manufacture and installation of windows and doors whilst adhering to the remaining government guidelines.

Recent easing of restrictions now allow preparatory surveys to be carried out in relation to asbestos information as well as the design and measurement to allow the manufacturing process to restart.

External render and roofing programme

Our current external render and roofing programmes have been continuing on a much restricted basis in some areas with our partner contractors working with reduced numbers of people on site to comply with government guideline.

Recent easing of restrictions will now allow for a gradual increase in the number of people on site with a view to achieving full capacity within four to six weeks.

All sites that are currently in progress are scheduled to be completed by September 2021.

Domestic abuse

If you are experiencing domestic abuse, we continue to provide confidential advice and assistance during and out of hours. Download our  Domestic Abuse Policy (PDF 952Kb).

You can also contact the National Domestic Abuse Helpline on freephone 0808 2000 247 (24 hours).

Women can also contact   Women’s Aid who have specially trained staff who offer support and advice and can also help you to find secure accommodation.

Stay connected

To sign up for regular emails bulletins about coronavirus and other topics of interest visit our StayConnected site and select "Coronavirus Updates"

Find out more about housing

Useful links

Contact Information

Housing Repairs
Holmquarry House
1b Holmquarry Road
Kilmarnock
KA1 4DA
Telephone: 01563 555555
Emergency Helpline: 0345 724 0000 (local rate)
Housing: Cumnock and Doon Valley
1 Greenholm Road
Cumnock
East Ayrshire
KA18 1LH
Telephone: 01563 554400
Housing: Kilmarnock North and Central
Civic Centre North
John Dickie Street
Kilmarnock
KA1 1HW
Telephone: 01563 554400
Housing: Irvine Valley and Kilmarnock South
Civic Centre North
John Dickie Street
Kilmarnock
KA1 1HW
Telephone: 01563 554400
Housing: Universal Credit Team
Housing Asset Services Depot
Burnside Street
Kilmarnock
KA1 4EX
Telephone: 01563 503280
Council Headquarters
London Road
Kilmarnock
East Ayrshire
KA3 7BU
Contact us online: www.eastayrshi.re/contactus
Save time, do it online: www.our.east-ayrshire.gov.uk
Telephone: 01563 554400
Textphone: 01563 576167
24 Hour Emergency Helpline: 0345 724 0000 (local rate)