Repairs - Council Houses
How to give us your views on the Responsive Repairs Service
Fife Council invites you to tell us your views on our services. We try to ensure we give you the opportunity to express your opinions on the performance of our repairs service.
How can you do this?
Anytime you wish to make a comment, complaint or compliment about our maintenance or improvements service, you can write to our Maintenance & Improvements Team Leader, Housing & Neighbourhood Services, Fife Council, Rothesay House, Glenrothes KY7 5PQ.
We also collect your views by:
In January 2010 we started sending out repairs receipts which have a satisfaction survey attached. We collate the results from all the returned survey forms and this lets us see the percentage of satisfied customers we have and also identifies area where we need to make improvements. It is important that you let us know your views on repars carried out in your home.
- Customer Corporate Complaints
If you are unhappy with any aspect of our responsive repairs service, you can make a corporate complaint.
Complaints can be made in a variety of ways:
- through www.fifedirect.org.uk
- in writing
- completing a ‘Complaint Form’
- visiting your Local Office
- phoning our Contact Centre on 03451 55 00 11
The Contact Centre will log all the details of your complaint and pass it to an investigating officer. An investigation will be carried out to find the reason and the solution to your problem or grievance. We will acknowledge your complaint in writing and write again with the result at the conclusion of the investigation. When required, we will contact you throughout the process until the issue has been resolved.
As part of our audit trail, Housing Maintenance Officers (HMOs) carry out post-inspections of a sample of completed repairs. Tenants are asked questions about how the repair was handled and how satisfied they are with the repair process.
Building Services carry out most of our responsive repairs and the Supervisors pick a random sample of repairs each month and visit those houses to inspect the completed job. You will be asked a number of questions so they can measure their performance. These include:
- standard of material used
- standard of work
- conduct of tradesperson
- what was done to resolve any problems ?
Down Your Street
Questionnaires on a variety of Housing issues are regularly included in the tenants’ newsletter “Down Your Street”.
03451 55 00 11
Contact Repairs - Council Houses online