Reactive Repairs Service

We provide a repairs service and an out of office hours emergency service in order to keep our tenants’ homes in good condition. Full details of the repairs service are included within your Tenant Handbook (chapter 5).  Please note - some minor repairs are the responsibility of the tenant – please see the Tenant Handbook for details.

Group Reactive Maintenance Policy 2022

How to Report a Repair

Contact us: 01786 841101  or email us at .   During working hours. 

(Staff will ask you a number of questions to assess the urgency and nature of the repair and to arrange access. We will then advise of the target time for completing the repair or give other relevant information.)

My Rural tenant portal.  

Register with  My Rural our tenant online portal and you will be able to report repairs using a "repair picker".  For further information about how to register visit our My Rural page within Tenant Services.   (You can keep track of repairs on the portal as it will record all repairs for your property.)

Out of Hours (Emergency) Repairs Service:

Gas Repairs (no heating or hot water) call Saltire on 0330 202 0444

All other emergency repairs please call Property One Ltd : 0141 611 1922 

When you report an emergency repair, we will need to ask you some screening questions to protect both you and our contractors before visits can be confirmed. Our Contractors will also ask you a series of questions before they enter your home.

Please think carefully before you use the out of hours service, as the service is for EMERGENCIES only.

If you call out the emergency service to a non-emergency repair you may be re-charged the cost for this.

Click on the box below to use the report a repair online service below which links to our email box. 

Report a

Please note: enquiries email address is not monitored outwith normal working hours. 

How quickly will we carry out the repair?

Category  : Emergency; Urgent and Routine

Emergency  Within 4 hours  If not attended to would seriously affect the stucture, security or constitute a danger to health. For example: Fire/flood/break-in/gas escapes

Urgent  Within 3 working days  Require prompt attention to prevent further deterioration and extended damage to property or undue risk or inconvenience to the tenant  For example: Minor leaks/urgent electrical, and joinery works / security measures

Routine  Within 10 working days  Minor defects which may cause some inconvenience but where it is not essential to carry out an immediate repair.  For example: External building repairs/internal joinery/plasterwork

Quality of service

All repairs are carried out by approved contractors.  We continuously monitor our contractors to ensure they provide a prompt, high quality, and value for money service.  A Satisfaction Survey is issued to all tenants via text message upon completion of a repair.  We would really appreciate it if you could take the time to complete the survey to help us ensure that our services continue to provide high levels of satisfaction. 

Everyone who completes a survey will be entered into our quarterly prize draw with a chance of winning a £30 shopping voucher.