Only emergency repairs are carried out at weekends.

If your keys are stolen and you can give us a police crime number, we will change your locks for free. If you lose your keys, we will change the locks on your property. However, you will be charged for this. If you are of state pension age or receive Disability Living Allowance, we will change your locks for free.

If you need an extra set of keys, you will have to arrange and pay to have these cut.

If you need extra fobs for your door entry system, you should call our payment line on 01324 506070 and pay for the fob(s), you will be given a receipt number then transferred to Housing Services who will arrange for your fob(s) to be delivered to you.

If you need extra keys for your door entry system please email Housing Services at housingservices@falkirk.gov.uk or alternatively phone us on 01324 506070.

If the repair is an emergency, please call us on 01324 506070. We will arrange for a contractor to repair the fault, or to make it safe and complete the full repair as soon as possible during normal working hours.

If the repair is not an emergency, please see our repairs and maintenance section for more information.

When you report the repair, we will tell you what priority your repair is and what the target completion date is. The priorities and completion times are as follows:

• Emergency Repair – These are repairs that involve a risk to people and property (for example, loss of power or a flood). We will attend an emergency repair with three hours and will complete the repair within 24 hours if possible.
• Urgent Repair – These are repairs that are not emergencies, but work needs to be carried out quickly to prevent further damage (for example, blocked sink or bath). We will attend an urgent repair within three working days.
• Non-Urgent Repair –These are repairs that do not need urgent attention but if treated as a routine repair, could cause damage to the property (for example, a broken window). We will attend a non-urgent repair within ten working days.
• Routine Repair – These are low priority repairs which are not causing damage to the property (for example, problems with wall or ceiling plaster). We will attend a routine repair within 20 working days.
• Non-Routine Repair - If a repair does not fall into any of the above categories, it will be classed as a non-routine repair (for example, a new front door needed). We will agree a timescale for carrying out the repair will be agreed with the contractor and the tenant.

The tenant is responsible for redecoration and the replacement of damaged items. We advise all tenants to have home contents insurance cover to deal with incidents such as fire and flood.

Yes, tenants are responsible for minor repairs. More information can be found in Section 5 of your Tenancy Agreement.

If you are a council tenant and the property causing damage is another council property, we will arrange for repairs to be carried out. We will also restore the fixtures and fittings in your property. You will need to contact your own home insurance company to claim for any damage caused.

If you are a council tenant and the property causing damage is privately owned, we will ask the homeowner to have the problem in their property repaired. We will arrange to restore the fixtures and fittings in your property. However, you will need to contact your own home insurance for any damage caused.

If you are a private homeowner and the property causing damage is a council property, we will repair the problem in the council property only. You will have to contact your home insurance company to arrange for your repairs to be carried out.

Gas leaks should be reported directly to National Grid on 0800 111 999.

If you are not at home when we visit to carry out your repair, we will leave a calling card. Please phone the telephone number on this card to rearrange your repair. You may be charged if you have requested an emergency repair and miss the appointment.

You will be asked for your name, address and contact telephone number and details of the problem. We will tell you what priority your repair is and will arrange for a contractor to carry out the repair. You will be able to change the repair date if it is not suitable for you.

The Right to Repair Scheme allows tenants to have small essential repairs, 'qualifying repairs' carried out within a time-scale set by Scottish Government. Please visit the Scottish Government's Right to Repair page for more information.

When you report a repair you will be told if the repair qualifies under the Right to Repair Scheme. If we, or our nominated subcontractor, fail to start the repair on time, you may instruct West Lothian Council (01506 280000) to carry out the repair for you.

If there has been a delay and you have had to instruct West Lothian Council, we will pay £15 compensation for the inconvenience, and a further £3 for each working day until the repair has been completed, up to a maximum of £100 per repair (provided there were no exceptional circumstances ie severe weather conditions).

If the Council has started, but not completed the repair within the maximum time, you will also be entitled to £15 compensation. Please note: If you have rent arrears, we may offset the compensation against the arrears.

If you have instructed West Lothian Council to carry out the repair under the Right to Repair Scheme they will inform us. We will arrange for a payment to be made to you, or credited to your rent account if you are in arrears.

Remember, not all repairs qualify under the Right to Repair Scheme, the Scottish Government's Right to Repair page lists all qualifying repairs.

Please note: If you have not provided access into your home to carry out the repair, your right to repair will be cancelled. You will then have to re-apply and start the process again.

If you repair is not completed on time, please contact us.

Please visit our complaints page for more information.

Please see the contact information on our Request a common repair page.

When reporting the repair you must tell us the block address as well as your own address.

Depending on the type of repair needed, we may consult you and other owners in the block about the work and the likely costs.