Non emergency and routine repairs
4. Tenants who need assistance
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.
1. Non emergency repairs
All 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.
2. Reporting a repair
Important: we currently have an extremely high workload relating to mould and dampness. This is limiting our ability to conduct property inspections for non-urgent repairs. If your request is of a non-urgent nature, but requires an inspection, we will not be able to deal with this at the present time please contact us later in the year from May onwards.
If you require any repairs to your East Lothian council house call us on 01875 824311, or email us.
You can call about anything to do with repairs. You have repair rights and you can find out about them in our: Right to Repair leaflet
3. 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 - 8:00am to 4:00pm
- mornings - 8:00am to 12:30pm
- afternoons - 12:00noon to 4:00pm
- not school run - 9:30am to 3:30pm
You should inform us if you cannot keep the appointment date.
| Category | Is an appointment possible? | Timescale | Appointment 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 |
Monday to-Friday (including public holidays) |
4. Tenants who need assistance
Some tenants are entitled to speedier repairs, and assistance with organising them. You may qualify if you are:
- a disabled person who uses a wheelchair or walking frame
- have an advanced terminal illness
- use medical equipment such as ventilators or kidney dialysis machines
- have mental health problems or learning difficulties
- a tenant whose first language is not English
We will only arrange this if the reported fault has a negative effect on your condition. We may also offer extra assistance, such as accompanied visits or arranging an interpreter, or other special arrangements that will meet your needs and be appropriate for the repair.