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As the coronavirus restrictions have eased in Scotland, since 26 April we’ve been able to resume routine repairs in addition to carrying out emergency and urgent repairs.
When we were allowed to do these again we contacted tenants who had reported repairs during lockdown and asked them to contact us to arrange appointments for these. In many cases this has now happened and the repairs have been completed. For those tenants who didn’t get in touch, we sent a reminder text with a set date to contact us by, as we cannot hold these open indefinitely on our system. This timescale has now passed and so held repairs where tenants didn’t contact us have now had to be cancelled and closed off on our system.
You can report new routine repairs in the usual way by telephone, using My Kingdom or the Live Chat on our website, and if you didn’t manage to get in touch by the deadline provided on your text, let us know and we can raise a new repair for you for these items.
We recognise the importance of implementing an efficient and effective repairs service and will deal with all repairs reported while complying with the current Covid-19 guidelines and working within any restrictions that are in place.
During the pandemic we will only come into your home to carry out repairs and gas servicing with your agreement and we may take additional precautions, including wearing Personal Protective Equipment (PPE), to prevent virus transmission. We have processes and checks in place to ensure all current Covid-19 guidance is being followed by our staff.
For your safety, and the safety of our operatives, if anyone in your household is showing symptoms of the virus then we will not come out to do any routine repairs, only essential work. In some cases we may use other options to solve the immediate problem rather than coming out, for example providing temporary heating or talking you through sorting some straightforward problems yourself. As soon as it is safe to do so, we will then come out and complete any routine work.
For repair appointments where you have given us a mobile number, we will contact you by text to confirm any appointments, with a reminder text being sent the day before and the morning of your appointment.