Reporting repairs and getting them done

If you require any repairs to your East Lothian council house, get in touch with our Contact Centre on 01875 824311, or by emailing

You can call our Contact Centre concerning anything to do with repairs. You have repair rights and you can find out about them in our:

Right to Repair leaflet

Emergency repairs

Some emergency repairs are available to all tenants 24 hours a day, every day of the year. We seek to respond to these within 4 hours of reporting wherever possible.

Emergency Repairs will be done outwith working hours when the fault:

  • Presents a serious risk of injury or death to you, your household or the public at large
  • Presents a serious risk to the structure of the property if not resolved immediately
  • Has resulted in the property being immediately insecure
  • Involves a vulnerable tenant, where not resolving the fault immediately could place the tenant's health or security at risk

In these instances, our priority will be to make the situation safe or carry out a temporary repair. (If further work is needed, we will arrange a follow-up visit to take place during normal working hours via the Contact Centre.)

When you phone us to report an emergency repair a member of our Contact Centre will give you advice to help you eliminate or reduce any risk of danger.

Gas leaks

If you suspect that there is a gas leak in your property, report it immediately to the National Gas Emergency Service on 0800 111 999. You must report any gas leaks to us as well.

Non Emergency Repairs

All other responsive repairs are treated as non-emergencies. Depending on the nature of a fault, we may classify a repair as a priority and seek to resolve within 24 hours of reporting (including evenings, weekend and public holidays). Such repairs are those where the fault does not necessarily require immediate attendance, but could not reasonably be left for a prolonged period e.g. blocked kitchen sink, shower faulty etc.

All other non-emergency repairs will be classed as routine repairs and we will seek to resolve within 20 working days of reporting.

Category Appointment possible? Timescale Appt. Time
Emergency No 4 hours 24 hours, all year
Non-emergency, Priority No 24 hours 24 hours, all year
Non-emergency, Routine Yes 20 days

Mon-Fri (inc.Public holidays)

Non-emergency appointments

Wherever possible, internal non-emergency repairs will be carried out by appointment. When requesting an appointment, you should ensure that you arrange a time that you, or a responsible adult, expect to be at home. Appointments are available for the following times:

  • All day - 08:00 to 16:00
  • AM - 08:00 to 12:30
  • PM - 12:00 to 16:00
  • Not school run - 09:30 to 15:30

You should inform us if you cannot keep the appointment date.