Repair categories

We split repairs into two categories, emergency and routine, to help prioritise the repairs we carry out. 

The nature of your repair will determine the time in which we have to complete the work necessary.

Category Examples Response time
Emergency

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.

Four hours
Routine

All other repairs are routine repairs.

This includes any other day-to-day repairs such as minor joinery or plumbing repairs

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 12.00pm) or in the afternoon (12.00pm to 4.00pm) 

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 information on Right to Repair on the Scottish Government website

Find out more about Right to Repair

If you would like more information about the Right to Repair scheme please get in touch.