Improvement & repairs

See our repairs process and how long it will take to respond to your report.

Our repair services


To report a repair you can call our Customer Service Centre on 0345 112 6600, or complete the online form. Please don’t use the website if you have a health and safety or urgent repair, call us.

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 & 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

Appointable 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.

You can find more information on your right to repair here.


What repairs am I responsible for?

If you are responsible for causing damage, then we may ask you to pay to fix the problem.

Your tenancy agreement states what small maintenance and repairs you should be able to carry out to keep your home in good working order.

If you are liable for the cost of a repair and we have to carry it out, then you will be charged for it.

We ensure that all of our homes have building insurance to protect them from major issues, but it is up to you to pay for your own home contents insurance and to insure your own personal belongings.

Please click below for information on The Right to Repair