Housing Repairs Service – outgoing contractor repairs in Montrose, Brechin, Forfar and Kirriemuir

We are aware that a number of tenants in Montrose, Brechin, Forfar and Kirriemuir areas are waiting for incomplete repairs to be carried out in their homes. We are continuing to make sure that the outgoing contractor, MPS Ltd, fulfills their contractual duty by completing them.

If you have concerns about work quality or timescales, please contact us at  oustandinghousingrepairs@angus.gov.uk with the following details, and we will investigate and action this for you.

•          Name

•          Address

•          Date repair was reported (if you have this)

•          Details of the repair reported.

•          Contact email address and telephone number

Any work that MPS Ltd is unable to complete will be reallocated to another contractor by our officer dealing with the backlog.

We apologise for the inconvenience caused by the recent repairs disruption and would assure you we will try to resolve this situation as quickly as possible.

Please report all new repairs to the ACCESSLine on 03452 777 778. These will be carried outby the replacement repairs contractor for Montrose, Brechin, Forfar and Kirriemuir – QAPM.

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Jubilee Bank Holiday Opening Hours

ACCESSLine will close at 5 pm on Wednesday 1 June 2022 and will reopen on Monday 6 June 2022 at 8.45 am.  During this time, customers will still be able to report emergency repairs and these include:

  • Loss of heating or hot water – total loss of both heating and hot water with no electric shower
  • An uncontainable leak
  • Sewage backing up and overflowing into the property
  • A serious security problem, such as a door that cannot be locked
  • Unsafe power, lighting sockets or electrical fittings
  • A blocked flue to an open fire or boiler
  • External windows – doors or locks which cannot be secured
  • Blocked sink, bath or drain
  • Blocked or leaking foul drains, soil stacks or toilets where there is no other toilet in the house
  • Unsafe path or step
  • Toilet not flushing where there is no other toilet in the house
  • Loose or detached handrail or stair banister
  • Unsafe timber flooring or stair treads
  • Extractor fan in kitchen or bathroom not working

Customers can also report emergency roofless situations and the contact number for both services are: 03452 777 778

Update: Housing Repairs in Montrose, Brechin, Forfar and Kirriemuir

From Monday 11 April 2022 our new repairs contractor, QAPM, will carry out repairs in Montrose, Brechin, Forfar and Kirriemuir.   We will return to a full repairs service on Monday 25 April 2022.

What Repairs will be possible?

In addition to addressing all repairs that have been reported and put on hold during the restricted service timescale we will continue to carry out new emergency repairs, including repairs covered by right to repair legislation, in occupied properties and this includes:

  • loss of heating or hot water – Total loss of both heating and hot water with no electric shower
  • an uncontainable leak
  • sewage backing up and overflowing into the property
  • a serious security problem, such as a front door that cannot be locked
  • loss or part loss of essential services, such as water or electricity
  • unsafe power or lighting sockets or electrical fittings.
  • a blocked flue to an open fire or boiler.
  • external windows, doors or locks which are not secure.
  • blocked sink, bath or drain
  • blocked or leaking foul drains, soil stacks or toilet pans where there is no other toilet in the house.
  • insecure external window, door or lock
  • unsafe path or step
  • toilet not flushing where there is no other toilet in the house
  • unsafe power or lighting socket or electrical fitting
  • loose or detached banister or handrail
  • unsafe timber flooring or stair treads
  • mechanical extractor fan in internal kitchen or bathroom not working.

You can report all repairs to ACCESSLine on 03452 777 778.

If you are unsure that your repair is included on the list above, please call and report it.

What about repairs that have already been reported?

We are aware that a number of tenants in these areas are waiting for outstanding repairs to be completed in their properties. The outgoing contractor MPS will continue to address these. 

If you have reported a repair before 11 March 2022, and this has not yet been completed, please email us at outstandinghousingrepairs@angus.gov.uk with the following details, and we will escalate this for you.                                                                              

•          Name

•          Address

•          Date repair was reported (if you have this)

•          Details of the repair required.

•          Contact email address and telephone number

We apologise for the inconvenience caused by the recent disruption and assure we will try to resolve this situation as quickly as possible.

Restricted Housing Repairs Service (Montrose, Brechin, Forfar and Kirriemuir)

From Friday 18 March 2022 until 11 April 2022, we will be operating a RESTRICTED repairs service only for Angus Council tenants in the following areas

Montrose, Brechin, Forfar and Kirriemuir

The outgoing Reactive Repairs Contractor MPS are unable to deliver a full service to the end of their contracted period. To ensure the continued to deliver Right to Repair and Emergency repairs we have made the decision to go to a restricted service. 

Who will deliver the service?

The restricted service will be delivered by the incoming Reactive Repairs Contractor and will remain in effect until that contractor commences full works on 11 April 2022.

What Restricted Repairs will be possible?

We will only carry out new emergency repairs, including repairs covered by right to repair legislation, in occupied properties and this includes:

  • loss of heating and/or hot water – Total loss of both heating and hot water with no electric shower
  • an uncontainable leak
  • sewage backing up and overflowing into the property
  • a serious security problem, such as a front door that cannot be locked
  • loss or part loss of essential services, such as water or electricity
  • unsafe power or lighting sockets or electrical fittings.
  • a blocked flue to an open fire or boiler.
  • external windows, doors or locks which are not secure.
  • blocked sink, bath or drain
  • blocked or leaking foul drains, soil stacks or toilet pans where there is no other toilet in the house.
  • insecure external window, door or lock
  • unsafe path or step
  • toilet not flushing where there is no other toilet in the house
  • unsafe power or lighting socket or electrical fitting
  • loose or detached banister or handrail
  • unsafe timber flooring or stair treads
  • mechanical extractor fan in internal kitchen or bathroom not working.

All emergency repairs can be reported to the ACCESSLine on 03452 777 778.

Can Non-emergency Repairs still be reported?

Yes, please continue to report any non-emergency repairs to allow these to be logged. Whilst these cannot be addressed right now, it will allow us and our repairs contractor to plan out all repairs and allocate them to the appropriate trade as soon as restrictions are eased.

Non-emergency repairs can be reported by phoning the ACCESSLine on 03452 777 778.

What about repairs that have already been reported?

We are aware that a number of tenants in these areas are waiting for outstanding repairs being completed in their properties. The current contractor MPS will continue to address these. 

If you have reported a repair before 1 February 2022, and this has not yet been completed, we would ask that you email us  oustandinghousingrepairs@angus.gov.uk with the following details, and we will escalate this for you.

•          Name

•          Address

•          Date repair was reported (if you have this)

•          Details of the repair required.

•          Contact email address and telephone number

We apologise for the inconvenience caused by the recent repairs disruption and would like to assure our tenants of our continued efforts to resolve this situation as quickly as possible.

COVID update for Housing Repairs and Improvements

Since 17 December 2021, following Scottish Government guidance, we have provided a restricted service for repairs and construction works.

We are pleased to advise that from 9:00 on Monday 31 January 2022, our full repairs and improvements services will return.

Reactive Repairs

A full repairs service including the Right to Repair will return from the above date.

How will this affect you?

There may be some delays for non-emergency repairs you report for the next 2-3 weeks, as your area contractor works through the backlog of repairs that we have received since mid-December 2021.

Essential Services Maintenance Work

Annual servicing of gas heating systems, electrical testing and upgrades to LD2 Smoke alarm systems are a statutory requirement that we are required to carry out by law. These works will continue as before, and as a tenant you must provide access to your property for these. 

Aids & Adaptations

This work will continue, although a case by case assessment may still be required with an individual’s support team.

What Planned Works will restart?

All planned works which have contractors appointed will return to full service. This includes

  • External Wall Insulation
  • External Repaints
  • Windows replacements
  • Any Internal Energy Efficiency works (including underfloor insulation, loft insulation and Internal Wall Insulation)
  • Electric Heating upgrades

Please be aware that we will continue to review these arrangements to ensure adherence with any future amendments to Scottish Government COVID-19 Guidance.

You should familiarise yourself with the current guidance so that you are clear as to what is expected of you before any contractor comes to your home.

Any further updates will be provided as government guidance develops.

Where can you get Lateral Flow Tests from?

Please follow the appropriate links below to find out the collection option easiest for you.

Collect LFD tests from your nearest coronavirus test site 

Find your nearest coronavirus test site where LFD tests can be collected 

You can collect up to two packs of seven tests per household, or up to four packs of seven tests if you’re collecting for multiple people. 

You can collect from coronavirus test sites between 8am and 8pm. You do not need to book an appointment. 

Collect LFD tests from your nearest pharmacy 

Find your nearest participating pharmacy 

You can collect one pack of seven LFD tests per person. If you’re collecting for a household, you can collect one pack for each household member. 

You do not need to book an appointment, but you should check opening times. 

Do not enter a pharmacy if you have coronavirus symptoms. Self-isolate immediately and book a PCR test instead. 

Order LFD tests to your home

You can order LFD tests to be sent to your home

Your order will contain one pack of seven LFD tests.  It’ll be delivered to your home in one to two days. You can order one pack per household per day.

If you’re ordering for another household as well as your own, you should:

  • complete a separate order
  • use their personal details

See the full NHS Guidance to find out how to obtain a test.

Change of Housing Unplanned Maintenance Contractor – Forfar, Kirriemuir, Montrose and Brechin Areas

We have received notice from our Unplanned Maintenance contractor MPS, who cover repairs in Forfar, Kirriemuir, Montrose and Brechin areas, that they will no longer be involved with the contract after 31 March 2022.

We are negotiating with MPS about ongoing works and will keep tenants informed as we go forward.

We are asking tenants to be as patient as possible in the meantime. We are in a period of emergency repairs only due to current restrictions and these will still be taken as a matter of course.

We will give further updates as we have them.  

COVID update for Housing Repairs and Improvements

Since 17 December 2021, we have provided a reduced service in relation to repairs and improvements. Although there has been no significant change to the guidelines, here is an update on our services.

Reactive Repairs

Currently, we are carrying out only EMERGENCY repairs. This will be amended as follows from 9:00 Wednesday 12 January 2022.

Within homes – Emergency repairs only as detailed below will continue until further notice.

Common areas & external work – All repairs will be carried out as normal.

How will this affect you?

The changes will alter how we deliver your Repairs and Servicing Maintenance and the suspension of the Right to Repair continues.

What Emergency Repairs will be possible?

As during previous restrictions, we will only carry out certain emergency repairs to tenants’ properties.

The reduced list of emergency repairs which we will still do is:

  • Loss of heating and/or hot water – Total loss of both heating & hot water with no electric shower
  • Uncontainable leak
  • Sewage backing up and overflowing into the property
  • Serious security problem, such as a front door that cannot be locked
  • Loss of essential services, such as water or electricity.

All emergency repairs can be reported to the ACCESSLine on 03452 777 778. If your emergency repairs are about gas central heating then please phone WRB Gas on 01382 20 40 30.

Can Non-emergency Repairs still be reported?

Yes, please continue to report any non-emergency repairs to your home to allow these to be logged. Whilst these cannot be addressed right now, it will allow us and your repairs contractor to plan out all repairs and allocate them to the appropriate trade as soon as restrictions are eased.

Non-emergency repairs can be reported by phoning the ACCESSLine on 03452 777 778.

Will Services Maintenance work continue?

As we have done throughout previous lockdown periods, we will continue to carry out annual servicing of gas heating systems, electrical testing and upgrade to LD2 Smoke alarm systems. This is a statutory requirement that we are required to carry out by law and there is an obligation for you as a tenant to provide access. 

Will Aids & Adaptations continue?

Yes, this work is deemed essential to allow vulnerable individuals to remain in their homes and will continue. A case by case assessment may be required under discussion with the individuals support team.

Will Planned Works continue?

Some planned works will continue, below is a list detailing what will be suspended and what will go on as planned.

The following works are suspended in your homes

  • Kitchen upgrades
  • Bathroom upgrades
  • Electric Heating upgrades
  • Windows replacements
  • Any Internal Energy Efficiency works (including underfloor insulation, loft insulation and Internal Wall Insulation)

The following works will continue

  • External Wall Insulation
  • External Repaints

Please be aware that the above is under continual review to stay in line with any future amendments from Scottish Government Guidance in relation to COVID-19.

A further update will be provided as government guidance develops.

Where can you get Lateral Flow Tests from?

Please follow the appropriate links below to find out the collection option easiest for you.

Collect LFD tests from your nearest coronavirus test site 

Find your nearest coronavirus test site where LFD tests can be collected 

You can collect up to two packs of seven tests per household, or up to four packs of seven tests if you’re collecting for multiple people. 

You can collect from coronavirus test sites between 8am and 8pm. You do not need to book an appointment. 

Collect LFD tests from your nearest pharmacy 

Find your nearest participating pharmacy 

You can collect one pack of seven LFD tests per person. If you’re collecting for a household, you can collect one pack for each household member. 

You do not need to book an appointment, but you should check opening times. 

Do not enter a pharmacy if you have coronavirus symptoms. Self-isolate immediately and book a PCR test instead. 

Order LFD tests to your home

You can order LFD tests to be sent to your home

Your order will contain one pack of seven LFD tests.  It’ll be delivered to your home in one to two days. You can order one pack per household per day.

If you’re ordering for another household as well as your own, you should:

  • complete a separate order
  • use their personal details

See the full NHS Guidance to find out how to obtain a test.

Housing Repairs Satisfaction Survey

We have asked Edinburgh-based company Knowledge Partnership to carry out another Repairs Satisfaction Survey. The telephone survey will be similar to the one carried out in 2019, and will run for 12 months. If you have a repair completed between June and October 2021, you could be contacted by Knowledge Partnership for your views. We would very much appreciate your participation in this survey if you are contacted, as we look to make improvements in our repairs service for the future.

The first telephone calls will be made from 12 July 2021 for those tenants who have had repairs completed in June 2021.

Please note that the survey company is based in Edinburgh so will be calling from numbers starting 0131 356 ….

Your views are very important to us and we are committed to listening and using your feedback to improve what we do.

Please help us to improve our services

by taking part in this survey.

MPS Housing Ltd – Your Housing Repairs Contractor (in Forfar, Kirriemuir, Brechin and Montrose)

Since April 2021, Council tenants living in Forfar, Kirriemuir, Brechin or Montrose areas have had a new repairs contractor – MPS Housing

We are now three months into the new contract and one of the issues that has been highlighted is that when MPS try to call tenants to book an appointment time for the repair, they do not always get an answer, even after trying several times.

Their telephone number is 0330 678 1247 so if you do get a call from this number after you have reported a repair please answer.

If MPS are not able to book an appointment your repair will be cancelled.

If you are concerned about you may have missed a call after requesting a repair, then please call ACCESSLine on 03452 777 778

Housing Repairs – COVID-19 Update April 2021

In line with the Scottish Government’s guidance on easing lockdown restrictions, we have been working closely with the repairs contractor in your area to make sure a measured approach has been taken to restarting provision of repairs within your home.

A full repairs service will recommence 26th April 2021.

We would ask you to be mindful that there is a backlog of reported repairs that also needs to be addressed within tenanted homes and this may result in some delay with lower priority repairs. If you have reported a repair during lockdown there is no need to report this a second time as you will be contacted by your Housing Officer prior to the contractor contacting you to arrange a suitable time to attend.

Should you need to report a new repair please call ACCESSLINE on 03452 777 778.

We will keep our approach under regular review and provide updates as the guidance from the Scottish Government develops.  Please keep an eye on the Housing Blog and our website for further updates.

You can find NHS advice on the NHS Coronavirus COVID 19 website –– the main symptoms of the coronavirus include;

  • A new, continuous, dry cough                                                                                       
  • A high temperature
  • Loss or change to your sense of smell or taste

     

We appreciate your co-operation at this time and hope you find this information useful, but if you have any queries about repairs, please contact your local Housing Team.

Below are documents that we hope will reassure you on the repairs process itself as well as providing guidance on your and our contractors’ responsibilities.