New Responsive Repairs and Voids Contract for our Housing Service

We have a new Responsive Repairs and Voids Contract which begins on 1 April and aims to improve the service that tenants currently receive. It is a three-year contract to March 2024 and could be extended further to 2026.

Following a contract tender in late 2020, the successful contractors are Derek McNulty Joinery & Building Contractors, for the Arbroath, Carnoustie & Monifieth areas, and MPS Housing Ltd for the Montrose, Brechin, Forfar and Kirriemuir areas.

What to expect from our Contractors?

Works will include day-to-day repairs, maintenance and minor works to our housing stock, including common areas, garages, and external areas. The contractors will provide a 24-hour service every day of the year, including public holidays. The contractors will also carry out works to our void or empty properties when there are changes of tenancy.

During normal working hours (Monday to Friday 8.30am to 5pm) we will have dedicated housing repairs call handlers based within our Contact Centre. An Emergency repairs service will be provided outwith normal working hours (Monday to Friday 5pm to 8.30am) at weekends and during public holidays. To report repairs, whether during the working day or outwith working hours call 03452 777 778.

Tenants can make response repair appointments between 8.30am to 7.30pm Monday to Thursday; from 8.30am to 5pm on Fridays; and on Saturday mornings between 9am and 12 noon. The contractor will arrange an appointment to suit that allows the repair to be completed within the allocated time.

The contractors will work under a code of conduct and we will monitor compliance and standards of work through tenant satisfaction surveys and inspections.

COVID-19 restrictions

Due to coronavirus restrictions, we can only carry out emergency repairs at this time and until further notice.

This situation is being continuously monitored to allow for a return to a full service as soon as restrictions are lifted. COVID-19 restrictions have resulted in a significant backlog of repairs and our contractors will work through them as a priority. However, if you have an issue with your home, and haven’t already reported it, then please let us know by contacting ACCESSLine on 03452 777 778.

We cannot give timescales for when these repairs can be carried out, but we will make contact at the earliest opportunity to arrange a suitable date when national restrictions are eased.



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