How to report a repair

It is very important that you inform us immediately that a repair is needed and that you allow our contractors access to your property. When a repair is completed promptly there is less disruption to you and your family and less cost to us. Lower costs keep rents low and give us more funds to upgrade and maintain your home.

There are several ways you can report a repair:

(check whether you live in the North or South of our area by using this LINK)

If you live in the North area (north of, but not including, Inverness) please contact us by:

Phone: 0300 323 0990
or
email: housing.north@albynhousing.org.uk

If you live in the South area (south of, and including Inverness) please contact us by:

Phone: 0300 323 0991
or
email: housing.south@albynhousing.org.uk

In person
The receptionists in our Invergordon and Inverness would be happy to speak to you during office hours.

Emergency Call-out Arrangements

 

The emergency service is provided to deal with a specific range of circumstances.

 

A repair is classed as an emergency;

When your home is insecure, for example broken windows or damaged door/door locks.

Where there is danger to life and limb, for example your home is unsafe after a storm or fire.

Where repair is necessary to prevent further damage, for example flooding, burst pipes or serious roof leaks.

Where there is a complete loss of heat or power supply to your home, excluding area wide power cuts.

If you have an emergency at any time of day or night please call the 0300 number for your area as listed above.

 

We aim to have all repairs to our properties completed as quickly as possible, however, the time it takes to complete a repair depends on a range of factors, including the nature of the repair, if parts are needed and available, the weather (for external repairs), the availability of access to your property and the urgency of the repair. In order to ensure that repairs are prioritised we classify out repairs as emergency, urgent or routine.

 

With the exception of emergencies, all our repairs are carried out during the working day and the contractor will arrange an appointment with you.

 

Emergency repairs

A repair is classed as an emergency;

 

When your home is insecure, for example broken windows or damaged door/door locks.

 

Where there is danger to life and limb, for example your home is unsafe after a storm or fire.

 

Where repair is necessary to prevent further damage, for example flooding, burst pipes or serious roof leaks.

 

Where there is a complete loss of heat or power supply to your home, excluding area wide power cuts, which are outside the Society's control.

 

Should your repair be classed as an emergency we aim to have a contractor with you within 8 hours of your call.

 

Urgent

A repair is classed as urgent where any substantial delay in attending to the repair may result in further damage to the property, for example water penetration causing damage to ceilings or walls. If a repair is classed as urgent we aim to have the repair completed within 2 working days of the repair being reported.

 

Routine

 Any repair which does not class as emergency or urgent is classed as routine.

We aim to have routine repairs completed within 10 working days of the repair being reported.