Housing repairs - response templates

Template 1 – New non-urgent/routine repair received by external email

Subject: Request for new housing repair

Thank you for contacting Housing Repairs.

Please submit your repair request using our non-urgent/routine repair form. You must tell us as much detail as possible about your repair so that we can allocate to the correct team and to avoid any delays.

Please note that repair requests received by email will not be actioned, they must be submitted through the form.

Regards, 

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Template 2 – New non-urgent/routine repair received by Internal email

Subject: Request for new housing repair

Thank you for contacting Housing Repairs.

Please submit your repair request using our non-urgent/routine repair form. You must tell us as much detail as possible about the repair so that we can allocate to the correct team and to avoid any delays.

Please note that repair requests received by email will not be actioned, they must be submitted through the form.

Information on Housing repairs is available on our Housing repairs pages.

Regards, 

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Template 3 – Ongoing repair received by External email

Subject: Ongoing repair/enquiry

Thank you for contacting Housing Repairs.

Please submit your ongoing repair/enquiry using our ongoing repair enquiry form You must tell us as much detail as possible about your repair so that we can allocate to the correct team and to avoid any delays.

Please note that ongoing repairs/enquiries received by email will not be actioned, they must be submitted through the form.

Regards, 

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Template 4 - Ongoing repair received by Internal email

Subject: Ongoing repair/enquiry

Thank you for contacting Housing Repairs.

Please submit your ongoing repair enquiry using our ongoing repair enquiry form. You must tell us as much detail as possible about your repair so that we can allocate to the correct team and to avoid any delays.

Please note that ongoing repairs/enquiries received by email will not be actioned, they must be submitted through the form.

Information on Housing repairs is available on our Housing repairs pages

Regards, 

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Template 5 – Re-direct to other services (int/ext)

Thank you for contacting Housing Repairs.

Your enquiry is not within the remit of our service. For assistance, please

contact your local Housing office.

contact Waste and Grounds Services.

contact Customer Services.

contact Factoring

email home.happening@southlanarkshire.gov.uk.

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Template 6 – Inspection appointment

Subject: Inspection appointment – ref: (insert ref no)

Thank you for contacting Housing Repairs.

An Inspector will visit the property on (Day, Date).

If this date is not suitable, please reply to this email urgently so that we can re-book.

Regards,

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Template 7 – Repair appointment

Subject: Repair appointment – ref: (insert ref no)

Thank you for contacting Housing Repairs.

A (insert tradesperson) will visit the property on (Day, Date).

If this date is not suitable, please reply to this email urgently so that we can re-book.

Regards,

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Template 8 – Request for further information

Subject: Request for further information – housing repair/enquiry

Thank you for contacting Housing Repairs.

To help us progress your enquiry/repair, we need you to reply to this email and tell us the following information:

• (details)
• (details)

Regards, 

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Template 9 – Emergency Repairs (int/ext)

Subject: Emergency repairs

As (insert repair) is an emergency, you must phone 0303 123 1010 (Monday to Thursday 8.45am - 4.45pm, Friday 8.45am - 4.15pm) or 0800 242024 on evenings, weekends and public holidays. For information on emergency repairs, go to our emergency repairs page. We ask that emergencies are reported by phone so we can ask specific questions about the situation and confirm access to the property. If you are unable to phone yourself, we recommend asking a friend, neighbour, or family member to call on your behalf. This ensures we can gather the necessary details and provide help quickly.

Please note your request has not been actioned.

Regards,

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Template 10 – External contractor

Subject: (as per customer subject)

Thank you for contacting Housing Repairs.

Your repair request has been forwarded to (insert contractor) to be actioned.

Your repair will be attended to as soon as possible.

For further assistance, please phone us on 0303 123 1010.

Regards,

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Template 11 – Drain down requests by internal email

Subject: Request for drain down

Thank you for contacting Housing Repairs.

Please submit your repair request using our drain down online form. You must tell us as much detail as possible so that we can allocate to the correct team and to avoid any delays.

Please note that requests received by email will not be actioned, they must be submitted through the form.

Information on Housing repairs is available on our Housing repairs pages.

Regards, 

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Template 12 - Request for repair - tenant responsibility

Subject: Request for repair - tenant responsibility

Thank you for contacting Housing Repairs.

After reviewing the details, the repair requested falls within the tenant’s responsibility as outlined in your tenancy agreement.

Some of these repairs include:

• decorating and minor plaster repairs
• floor coverings (excluding floorboards and concrete)
• fixtures and fittings (for example curtain rails, decorative lights)
• light bulbs, plugs, and fuses (unless fitted by the council)
• additional locks, spy-holes, or security chains
• dividing fencing and sheds

For more information on repairs that you are responsible for as a tenant, see our tenants guide to repairs.

Regards,