Reporting a Housing Repair

Who do I contact?
If you are reporting a repair, please contact the Housing Repairs Centre. The Housing Repairs Centre only deals with repairs.

Housing Repairs Centre
The Housing Repairs Centre can take any repair at any time from any area. It is also the contact point for our night-time and weekend emergency service.

Housing Repairs Centre
353 Clepington Road
Dundee DD3 8PL

The Housing Repairs Centre can be contacted on:
434343

You can report a repair to the Housing Repairs Centre by telephone 24 hours a day / 7 days a week. The centre is open to the public between 8.30 am and 5.00 pm and you can report a repair in person during this time. You can also report a repair in writing.

Non-emergency repairs reported at night and at the weekend will be processed the next working day.

Repairs On-line
You can report your repair on-line.
Please note this service is for non-emergency repairs only.

Housing Office
You can also report a repair if visiting any housing office. For information on the full range of services available from your local office please contact them direct.

What do I need to report?
You will have to give us the following details:

Your post code and house number or your full address.
What the repair is - please give us as much information as possible.
When you will usually be available to provide access for the work to be done.
Contact details - As well as your home or work phone number, we can contact you on your mobile phone or by e-mail if you prefer.
Any special information that would be helpful to us to organise your repair e.g. whether you are hard of hearing, whether young children are in the house, whether you are an OAP or disabled.
If you are not sure of the nature of your repair, you can ask for it to be inspected by your local Housing Officer.

What happens next?
Your repair will be ordered and you will be given a repair reference number to confirm this. You should note it down.

Some repair requests will need to be inspected before they are ordered. You will be advised of this at the time of reporting. Your Housing Officer will discuss the course of action regarding your repair once the inspection has been carried out.

How do I check on progress with my repair?
If you want to check on progress with your repair, quoting your reference number will help us find it quickly. But don't worry if you can't remember it, we can still update you on progress with your repair without it.

You can contact the Housing Repairs Centre or your local area office if you want information on your repair.

If you are out when the tradesman calls, a card will be left. Contact the Housing Repairs Centre to make alternative arrangements. Please note that a minimum of 5 working days notice is required.

How long do repairs take?
All the repairs that we do are grouped into priorities with their own target times. This means that the more urgent the repair, the quicker it gets done. Each repair has a timescale assigned to it by its priority. You will be advised of the priority of your repair when you report it.

All priorities of repair, including emergencies, are carried out during the day. Only emergency repairs are undertaken at night and at the weekend

Emergency Repairs - attended to within 24 hours of reporting
Emergencies are repairs that need to be attended to quickly to prevent someone being injured, to prevent further damage occurring or for security. These repairs usually cause a lot of inconvenience to tenants. Examples are: burst pipes, no electricity and securing properties.

In some cases, only a temporary make safe repair will be carried out. Re-instatement work will be undertaken with the appropriate priority for the work.

Quick Fix Repairs - 5 working days
Quick fix repairs are small jobs that can be undertaken quickly. Examples are: replacement handles, new sockets, repairing an overflow.

Routine Repairs - 15 working days
Routine repairs are repairs not regarded as an emergency and are not small enough to be a quick fix repair. Examples are: easing or repairing a door, replacing rainwater goods, re-glazing cracked windows.

Non-routine repairs - 5 working days inspection (15 working days repair)
Some repairs need to be inspected before the work is ordered. This is to ensure we have as much information as possible to instruct the work correctly. Examples are: new bath, new kitchen, renew storage heater.

If a non-routine repair is requested, an inspection will be carried out within 5 working days. Repairs arising from an inspection will have a timescale of 15 working days for completion.

Inspections - 5 working days
If you are not sure what the correct repair is, or we feel we need to inspect your repair to order the work, an inspection will be carried out. An inspection can be carried out for any repair. Inspections will be undertaken within 5 working days. Example: dampness and condensation.

Please note that timescales are based on working days Monday to Friday.

Who does the repairs?
The council's maintenance contractor Dundee Contract Services undertakes all housing repairs in partnership with the Housing Department.

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This information is provided by the Housing Department