Repairs timescales
Riverside Scotland splits repairs into several categories of urgency. The response time to carry out a repair will largely depend on which category it falls into.
Health and safety
Fire, gas leak; boiler fumes leak; water mains leak within property (or flat above); no power; burst radiator (not a minor leak); insecure property; blocked or broken WC (if only one in property); community alarm failure; smoke alarm failure; health & safety related matters.
Target Response Time: 4 hrs
Emergency repairs
Water leak; part power failure; leaking radiator (not a major leak); no hot water; faulty drainage; common stair lighting failure; major rain penetration through roof; safety related matters.
Target Response Time: 12 hrs
Please note that emergency repairs are generally to make safe and deal with the initial emergency. In the majority of cases follow on works are required to fully complete the repair (e.g. a smashed window will be boarded up at the emergency repair and follow on works will be ordered to replace the window or glass in full which we have 28 days to complete).
Urgent repairs
Gas related repairs following an annual Gas safety check.
Target Response Time: Within 5 days
Routine repairs
All other non-Health & Safety and Emergency Repairs will normally be completed within 28 working days
Please only request an update or query progress of a repair if we have not completed a repair within the specific timescales.
Repairs responsibilities
Maintaining your home is a shared effort between us and you. We make sure you’re safe and comfortable in your home, so you don’t have to worry. By helping us look after your home, we can ensure your home stays in good condition. Here’s a quick overview of our respective responsibilities.
Our responsibilities
We take care of the main fabric of your home, ensuring everything is in top condition. This includes:
- roof, walls, windows, and doors
- floors and ceilings
- gutters, pipes, and drains
- external features like paths and rear fencing.
We also handle key installations such as:
- baths and toilets
- electrical wiring
- gas and water pipes
- heating systems
- smoke alarms and more.
Your responsibilities
As a tenant, you have a few responsibilities to keep your home running smoothly. These include:
- replacing basic items like light bulbs
- managing lost keys and replacements
- checking and replacing batteries in smoke alarms
- maintaining and replacing front fences
- decorating the inside of the home
- all ‘making good’ and repairs when vacating a property.
Your tenancy agreement states what small maintenance and repairs you should be able to carry out to keep your home in good working order.
The table below outlines repairs and responsibilities.
| Description | Riverside Scotland | Tenant | Comments |
| Boiler | x | ||
| Banisters (internal) | x | ||
| Fascias, soffit boards | x | ||
| Bath panel replacement | x | ||
| Bathroom suites | x | Unless installed by the tenant. | |
| Baths | x | Blocked baths are the tenant’s responsibility. | |
| Bin shelters | x | ||
| Brickwork | x | ||
| Blockwork | x | ||
| Carbon Monoxide Detector | x | ||
| Ceilings | x | ||
| Chimney stack/pots/cowls | x | ||
| Cisterns | x | ||
| Communal areas to flats | x | ||
| Communal TV systems | x | ||
| Curtain rail, poles or tracks replacements, including shower curtains | x | ||
| Damp proof course | x | ||
| Decoration -internal | x | Including papering, woodwork, coving and minor cracks in walls or ceilings (generally smaller than the width of a £1 coin). | |
| Décor and fixtures like: —locks, catches, safety devices —handles and latches on inside doors and cupboards; shelves and flooring | x | ||
| Door bell | x | Replacements are the tenant’s responsibility. | |
| Door entry system | x | ||
| Door name plates | x | ||
| Doors – internal | x | ||
| Door changes to accommodate carpets (including re-fixing draught excluders), draught proofing. | x | ||
| Driveways | x | Unless installed by the tenant. | |
| Drying areas | x | ||
| Electric central heating | x | ||
| Electrical appliances and plugs | x | ||
| Electrical wiring, sockets and switches | x | Resetting a trip switch in a fuse box is a tenant responsibility. | |
| External door lock, fittings and furniture | x | ||
| External drainage | x | ||
| Fences and gates – boundary | x | ||
| Fences and gates – divisional | x | ||
| Finishing timbers | x | ||
| Fire – electric & gas | x | Unless installed by the tenant. | |
| Floor tiles | x | Unless installed by the tenant. | |
| Garages | x | Unless installed by the tenant. | |
| Garden – including trees and hedges inside garden | x | ||
| Gas central heating, water pipes, radiators, timers, thermostats, pumps, etc. | x | Bleeding radiators and relighting a pilot light are tenant responsibilities. | |
| Glass – external | x | ||
| Glass to internal doors / screens | x | ||
| Immersion heaters | x | ||
| Keys & keys fob replacements | x | ||
| Kitchen fittings / worktops | x | ||
| Kitchen units & sink | x | ||
| Landing & stairs (communal or internal) | x | ||
| Lift / elevator repairs | x | ||
| Light bulb replacements | x | ||
| Mirrored / built in wardrobes | x | ||
| Parking area (communal) | x | ||
| Path & steps giving access to property | x | ||
| Play area and equipment | x | Only if owned by Riverside Scotland | |
| Plugs & chains | x | ||
| Public utility supplies / meters | x | ||
| Refuse chutes | x | ||
| Refuse / recycling / garden Waste Wheelie bin | x | ||
| Retaining walls | x | ||
| Roof coverings | x | ||
| Roof lights / skylights | x | ||
| Ropes for clothes drying | x | ||
| Ropes for windows (sash cords) | x | ||
| Rotary drier/washing line | x | ||
| Roughcast | x | ||
| Shower & enclosure | x | Unless installed by the tenant. Blocked showers are the tenant’s responsibility. | |
| Shower unit | x | Unless installed by the tenant. | |
| Sink unit top | x | Blocked sinks are the tenant’s responsibility. | |
| Skirting | x | ||
| Smoke detector batteries | x | ||
| Smoke alarms | x | Testing? Batteries or mains installed? | |
| Stair lighting (communal) | x | ||
| Taps | x | ||
| Toilet | x | Blocked toilets are the tenant’s responsibility. | |
| Toilet seat | x | ||
| TV aerial / satellite dish | x | ||
| Extractor fan | x | ||
| Vermin infestation | x | Environmental issue | |
| Wash hand basin | x | ||
| Washer on taps | x | ||
| Water heating | x | ||
| Water storage tanks | x | ||
| Water supply | x | ||
| WC | x | ||
| White Goods | x | Unless installed by Riverside Scotland | |
| Window frames, sills, fittings | x |
Repairs charges
If you are liable for the cost of a repair and we have to carry it out, then you will be charged for it.
If you are responsible for causing damage, then we may ask you to pay to fix the problem.
The Right to Repair
Planned works process
