Report a repair
You can report a repair in a number of ways. Remember the more information you can give us about the repair the better.
What is an emergency repair?
This is when there is risk or danger to your health and safety or when a repair is needed to prevent serious damage to your property.
This includes total loss of water or electricity, total loss of heating (in cold weather), serious roof leaks, breaches of security to outside doors and windows.
Response time: Four hours
What is a routine repair?
All other repairs are routine repairs.
This includes any other day-to-day repairs such as minor joinery or plumbing repairs.
Response time: 10 working days
If you report a routine repair you will be offered an appointment Monday to Friday - either in the morning (8.00am to noon) or in the afternoon (noon to 4.00pm)
During office hours
If the repair is an emergency and there is a risk to your safety or serious damage to the property it is important you call us on 0330 303 0089 straightaway.
If the repair is routine you can:
- Call us on 0330 303 0089
- Report your repair online
- Write to us at Horizon Housing Association, Leving House, Fairbairn Place, Livingston, EH54 6TN
Out-of-hours emergencies
If you have an emergency repair and need to report it when the office is closed please call:
-
0800 783 7937
- Text message service for hearing-impaired tenants - Hearing-impaired tenants who would like to report an emergency repair outwith office hours can text 0780 000 5709. Please make sure to include your name, full address, access details, housing association, and the nature of your emergency in your message. You will be charged your standard SMS fee.
Please note that if our emergency contractors are called out for a repair that is not an emergency you will have to pay for the cost of the call-out.
Right to Repair
As a Horizon tenant you have the right to have certain small repairs carried out within a given timescale.
The repairs included in the Right to Repair scheme do not exceed a value of £350.
Some of the qualifying repairs include:
- Unsafe power or lighting sockets or electrical fittings
- Loss or partial loss of electrical power, gas or water supply
- External windows, doors or locks which are not secure
- Significant leaking or flooding from a water or heating pipe, tank or cistern
- Unsafe rotten timber flooring or stair treads
- Unsafe access to a path or step
When you report a repair, we will let you know if it falls into this scheme. Alternatively, you can find out more about Right to Repair on the Scottish Government website
Repairs responsibilities
The majority of repairs are our responsibility but there are some that are yours as a tenant.
We are responsible for keeping the structure of your property in good repair as well as the outside of your home, the plumbing, electric and heating systems we provide. You, as our tenant are also responsible for a number of repairs.
You are responsible for:
- Plugs/chains on sanitary ware, toilet seats and shower curtains
- Light bulbs, including fluorescent lighting
- Batteries in smoke and other detectors
- Replacing lost or broken keys and any other cost incurred through forced entry due to lost keys
- Damage caused through neglect or misuse of the property by you, family members or visitors
- Pest and vermin control (we will carry out necessary repairs to prevent pest access)
Your repairs responsibilities
|
Item |
Exceptions |
|---|---|
|
Cookers |
When supplied by Horizon |
|
Cupboards |
|
|
Decoration and painting (internal) |
|
|
Door name plate |
|
|
Doors (internal) |
|
|
Electric plugs |
|
|
Fire (electric and gas) |
|
|
Fireplace / floor tiles |
|
|
Fuse to plug |
|
|
Garden huts |
When supplied by Horizon |
|
Glass to internal doors / screen |
|
|
Greenhouses, Sheds, Pigeon lofts |
|
|
Keys (replacement) |
|
|
Kitchen fittings and worktops |
Wear and tear |
|
Light bulbs |
|
|
Pulley for clothes |
When supplied by Horizon |
|
Ropes for clothes drying |
|
|
Shower unit |
When supplied by Horizon |
|
Sink base unit |
|
|
TV aerials / satellite dish |
When installed by Horizon |
|
Waste plugs / chains to basin, bath or sink |
|
Horizon's repairs responsibilities
|
Inventory item |
Exceptions |
|---|---|
|
Back boiler |
|
|
Balconies |
|
|
Bannister (internal) |
|
|
Baths |
When installed by tenant. |
|
Bin store |
|
|
Brickwork, blockwork etc |
|
|
Carbon Monoxide detectors |
When installed by tenant. |
|
Ceilings |
|
|
Chimney stacks, pots, cowls and sweeping |
|
|
Cisterns |
When installed by tenant. |
|
Clothes poles |
|
|
Communal areas to flats |
|
|
Damp-proof courses |
|
|
Door bell |
When installed by tenant. |
|
Door locks |
When tenant has lost or broken the key |
|
Doors to common areas |
|
|
Doors/door fixings (external) |
|
|
Down pipes, rain and soil |
|
|
Drainage (including blockages) |
|
|
Driveways |
When laid by tenant. |
|
Electric heaters |
|
|
Electric wiring, sockets, switches, fuse box, ELCB, fuses/MCB |
|
|
Entry systems |
|
|
Fascia, soffit boards etc |
|
|
Fences |
When supplied by tenant |
|
Floorboards |
|
|
Foundations |
|
|
Gas central heating / pipes / radiators / timber / thermostats / pumps etc |
Unauthorised installations. |
|
Gates |
When supplied by tenant. |
|
Glass (double / triple glazing) |
When installed by tenant. |
|
Glass (external) |
When police incident, number forwarded to Horizon office |
|
Guttering |
|
|
Handrails (external) |
|
|
Hatch to loft (communal or individual) |
|
|
Immersion heaters |
Unauthorised installation |
|
Lighting pendants and roses |
|
|
Overview pipes |
|
|
Painting (external) |
|
|
Parking area (communal) |
|
|
Path to main access / path to garden |
When installed by tenant |
|
Paths (public) |
|
|
Plaster and plasterboard |
|
|
Porch |
When erected by tenant |
|
Pumps |
|
|
Radiators |
|
|
Retaining walls |
|
|
Roofs, roof tiles/slates, roof lights |
|
|
Roughcast |
|
|
Sink bowl and drainer |
|
|
Skirting boards |
When installed by tenant |
|
Smoke detectors |
When installed by tenant |
|
Sockets and switches (electrical) |
|
|
Stairs (common or internal) and stair lighting |
|
|
Steps |
|
|
Taps, washers on taps |
|
|
Ventilators |
Unauthorised installation |
|
Wash hand basins |
|
|
Water heating |
|
|
Water supply |
|
|
WC |
|
|
Window frames, sills and fittings |
|