This service is managed by Housing and Homelessness
Repairs, improvements and adaptations
Reporting a repair
Contact our Customer Services team to report a repair:
Customer services
For out-of-hours emergencies only, such as a burst pipe likely to cause immediate flooding:
Out-of-hours emergencies
Responsibilities
As your landlord, we are responsible for repairs to the structure and exterior of your property, including the roof and external windows, and for keeping in good working order fittings we have provided, such as heating, plumbing and sanitation.
We are not responsible for repairs caused by neglect or deliberate damage by you or anyone living with or visiting you. However, we may carry out the work and recharge you for the cost.
Your responsibilities
As a tenant, you are responsible for minor repairs such as replacing light bulbs and fuses, sweeping the chimney, and internal decorations. You must report any repairs to us as soon as reasonably possible.
Timescales for repairs
Details of timescales for different types of repair are in our Qualifying and Responsive Repairs Leaflet in the downloads below.
Right to Repair
The Right to Repair scheme applies to all Scottish Secure Tenants. You are entitled to have certain qualifying repairs, such as a blocked sink or loss of electrical supply, completed within set timescales. We will notify you whenever you report a qualifying repair.
If we do not complete a qualifying repair on time, you have the right to instruct an approved contractor to carry out the work. You may also receive compensation of up to £100. Full details of approved contractors will be provided when you report the repair.
Improvements and alterations
You must have our written permission before making any alterations or improvements to your home, including:
- Structural alterations, extensions or enlargements
- Fitting kitchens, bathrooms, central heating or satellite dishes
- Erecting garages, sheds or other structures
- Decorating the exterior
We will not refuse permission unreasonably but may attach conditions. You are responsible for obtaining any additional consents required, such as planning permission or a building warrant.
If you carry out work without our permission, we can require you to restore the property to its previous condition at your expense. If work has been done with our permission, you may be entitled to compensation at the end of your tenancy. Contact us for details.
Minor adaptations
We can make minor adaptations to help you live independently in your home. Contact us to discuss your needs. For larger adaptations and equipment, see our Home Maintenance and Energy Advice page.
Common areas and gardens
If you have concerns about illegal dumping, abandoned vehicles, refuse left in the wrong place, dog fouling, untidy gardens, or vehicles such as boats or trailers parked in housing car parks, contact us.
Downloads
Related resources
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Repairs and maintenance responsibilities
This document contains a detailed list of repair and maintenance responsibilities for Orkney Islands Council tenants. It shows whether the Council or tenant is responsible for items such as heating, plumbing, doors, gardens, paths and communal areas, and explains exceptions where charges or different arrangements may apply. It was last updated in April 2021.
Please be aware that this summary has been generated using AI.
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Repairs leaflet
This document contains guidance for Orkney Islands Council tenants on repair responsibilities, reporting repairs and expected timescales. It explains the Council’s duties, tenants’ responsibilities and access arrangements, including emergency, urgent and routine repairs. It also outlines the legal right to repair scheme, including qualifying repairs, alternative contractors and possible compensation if deadlines are missed. Contact details for Housing Services and the out-of-hours emergency repairs service are included.
Please be aware that this summary has been generated using AI.
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Qualifying and responsive repairs leaflet
This document contains Orkney Islands Council’s repair response times and priorities for tenants. It lists qualifying repairs covered by the Right to Repair Scheme, with deadlines from one to seven working days, and other repairs handled as emergencies, urgent work, routine repairs or programmed work. Emergency repairs must be made safe within four hours and completed within 24 hours, while routine repairs are generally completed within 20 working days. The document was last updated in April 2021.
Please be aware that this summary has been generated using AI.
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Repairs charter
This document contains Orkney Islands Council’s Repairs Service charter for employees and contractors. It explains the respectful, professional and safe service residents can expect, including identification, clear communication, care for homes, secure working and rubbish removal. It also asks residents to provide access, treat workers respectfully and avoid threatening or abusive behaviour. Contact details and emergency repair numbers are included.
Please be aware that this summary has been generated using AI.
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Repairs and improvements service delivery plan
This document contains a plain-language guide to Orkney Islands Council’s council house repairs and improvements service, including who provides it, how to report and arrange work, and the advice available to tenants. It explains how Housing Services, Customer Services, technical staff and contractors work together, including support for adaptations, complaints, permissions and housing matters. It also outlines how customer feedback is collected and used to improve service quality, access and delivery, with contact details for Housing Services.
Please be aware that this summary has been generated using AI.
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Capital improvements
This document contains information about Orkney Islands Council’s housing improvement programme. It explains work such as kitchen, bathroom, heating, insulation, ventilation and window upgrades, along with the standards homes must meet for quality and energy efficiency. It sets out how tenants will be informed and supported, contractors’ duties, tenant responsibilities, safety advice and what happens when work is complete.
Please be aware that this summary has been generated using AI.
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Minor adaptations without delay
This document contains information about Orkney’s minor adaptations service, which helps eligible people stay safer at home. People receiving a state pension or Disability Living Allowance may request up to two adaptations, such as handrails, banisters, lowered thresholds and shower rails, with works costing up to £250. It explains who to contact depending on whether the property is private, council-owned or managed by Orkney Housing Association.
Please be aware that this summary has been generated using AI.
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Rechargeable repairs
This document contains Orkney Islands Council’s policy on rechargeable repairs, which tenants must pay for when damage is caused by them, their family or visitors, excluding fair wear and tear. It explains how charges are estimated and repaid, including payment by instalments or using a reputable contractor, and gives costs for repairs, cleaning and replacing furnishings from 1 April 2021. It also describes cleaning standards, reporting vandalism and where to get further advice.
Please be aware that this summary has been generated using AI.