Maintenance and Emergencies

If you are a tenant and have an out of hours urgent maintenance issue please call us on 01224 218 450 and press 1. This takes you to an automated response, please listen to the full message for instructions on who to call.

Please log all non-emergency maintenance issues on FixFlo, our repair reporting system. Please be as descriptive as possible and always include a photo of the problem when you can! This helps us assess the problem quickly so we can resolve the issue quickly and reliably.

If you are in serious and imminent risk to health and safety, to the structure of the building or security of the property, please call 999 immediately.

In a non-life threatening emergency the below contact details should be used, for more information on what is considered an emergency see our tenant guide.

Unplanned interruption to your water supply, contact Scottish Water’s emergency helpline on 0800 0778 778

Kelgas – 07772 168 083 or 01224 961 610

North East Electrical – 07710 494 184

Simpson Property Services 01224 873 273

Unacceptable levels of noise from neighbours, please contact the Anti-Social Behaviour Team on 01224 523000

We understand that problems can happen without warning and at any time of the day (or night!) Please be aware that callouts made outside of our office hours (08:30 – 17:30) will be subject to premium charges. If your problem can wait until the office is open, please wait if it’s safe to do so.

Please note that if the landlord has a heating maintenance contract for emergencies, such as British Gas homecare, it should be contacted first before calling an emergency contractor.

The emergency contractors may not be immediately available and a message should be left detailing your name, number and issue so the emergency contractor can return the call and take action if necessary.

If a response from an emergency contractor is not received within a reasonable timescale (dependent on the severity of the issue), a tenant is responsible for taking reasonable action themselves and the tenant will be reimbursed where appropriate.

We are proud to have Client Money Protection in place provided by CMP Protect

Client Money Protection Certificate