Housing

Emergency repairs

An emergency repair is when the problem:

• is a serious threat to health and safety
• needs to be repaired quickly to prevent further damage to your home or a nearby property.

If it's an emergency repair, phone us on 0300 300 0300.

You can also use the freephone Repairs Direct telephone in the Johnstone neighbourhood office or the Paisley Customer Service Centre.

We will attend to an emergency repair outside of normal working hours when:

• it is not safe to wait until the next working day
• there is a serious risk to the structure of the property
• the property is not secure.

If it’s not an out-of-hours emergency, and does not need to be fixed immediately, we will arrange an appointment for the repair on the next working day.

If we cannot do a full repair, we’ll carry out a temporary repair to make it safe, and then return to complete the repair.

Some emergency repairs will be done within one day if they qualify for the Right to Repair Scheme.

Urgent repairs

Urgent repairs are not emergencies, but repairs which need to be carried out quickly to prevent further damage to your home.

Urgent repairs can include:

• minor leaks and overflows
• damaged flooring and tiles
• faulty showers.

To report an urgent housing repair:

• report it online
• phone 0300 300 0300
• email repairs@renfrewshire.gov.uk 

We aim to fix urgent repairs within 5 working days of you reporting it to us.

However, some urgent repairs will be done sooner if they qualify for the Right to Repair Scheme.

There is a separate way to report a lighting fault on stairs or close.

Routine repairs

Routine repairs are everyday repairs due to normal wear and tear to your property.

Examples can include 

• blocked rainwater pipes or gutters
• radiators not working properly
• faulty electrical switches or light pendants.

You can report a routine house repair online.

We aim to do these routine repairs within 15 working days of you reporting it to us.

However, exact timings for routine or non-urgent repairs will depend on what the problem is.

Some routine repairs will be done sooner if they qualify for the Right to Repair Scheme.
 

Arranging your repair appointment

When reporting a repair, make sure that you:

• arrange the appointment for a time you'll be at home
• give a contact number in case we need to reschedule the appointment
• let us know about any reasons or issues that may affect us getting access to the property, so that we can act accordingly.

If you email us, make sure to tell us:

• your name
• your address
• your phone number
• what problem needs repairing
• what days and times you will be at home so someone can do the repair.

Appointments are available Mondays to Thursdays from:

• 8am to 1pm
• 10am to 3pm
• 12.30pm to 4.30pm.

Appointments are also available on Fridays from 8am to 1pm.

Report a housing repair

To report an urgent housing repair:

• phone 0300 300 0300
• email repairs@renfrewshire.gov.uk 
   

We'll arrange an appointment for a tradesperson to come and fix the problem.

If we need to inspect the repair first, we’ll arrange a visit from a Repairs and Maintenance Officer. 

If we cannot finish the repair in a single visit, we'll fix the problem so it's safe and return and finish the repair later. 

Before the repairs person arrives

Once you have an appointment arranged, we need you to:

• make sure there is a responsible adult present to allow our tradesperson access to the repair
• clear the area around the repair before our tradesperson arrives to carry out the work – this can include lifting up carpets or laminate flooring, clearing counter tops and surfaces, emptying cupboards, taking down curtains or moving furniture away from the area
• keep pets and young children away from the area of the repair work whilst work is in progress.

Changing your appointment

If you can’t be there for the appointment, let us know as soon as possible and we will arrange an alternative time to suit you.

If you do not let us know, and we come to your house to carry out the repair and cannot access your home, the repair request will be cancelled. 

You will then need to call and arrange a new appointment.

Contact us if you need to change your appointment by:

• phone on 0300 300 0300
• email at repairs@renfrewshire.gov.uk 

Rental charge

We charge a weekly rent to provide temporary accommodation, furnishings, and access to advice and assistance from dedicated team of accommodation staff. Details of this are included as part of the temporary accommodation agreement.

Rental charge from April 2026 to March 2027

The rental charge is based on the number of bedrooms.

• 0 bedrooms (a bedsit) - £342.75
• 1 bedroom - £358.62
• 2 bedrooms - £364.80
• 3 or more bedrooms - £376.42

Ways to pay the temporary accommodation rental charge

We'll give everyone placed in our temporary accommodation relevant information on what benefits they're entitled to, and we'll encourage them to take up these benefits. We can also help with completing application forms and progressing benefits claims.

Contact us for help and support

Speak to your housing options adviser by phoning 0300 300 1203.

Temporary accommodation is a home with furniture provided to people while they have nowhere to stay.

We will carry out certain repairs and maintenance to your property to make sure it is maintained to a safe standard.

For includes outside repairs and maintenance, it includes:

• roofs and chimneys
• drains, gutters, and rainwater pipes
• walls, windows, and window frames
• external doors and door frames
• boundary walls, fences, and paths
• bin areas and poles supporting washing lines.

For inside repairs and maintenance, it includes:

• walls and ceilings
• heating, hot water systems, insulation and lagging
• plumbing
• electrical wiring, sockets, light fittings, and hard-wired smoke and carbon monoxide detectors
• kitchen fittings, including cooker hoods and extractor fans
• bathroom fittings like sinks, toilets, showers or baths
• issues with condensation, damp or mould
• doors and door frames inside your home.

We are also responsible for communal areas around the property.

If you live in a flat, or in a sheltered housing scheme, we will also repair and maintain:

• shared entrances, including door entry systems
• halls
• stairways
• lifts.

You are responsible for taking care of your home, including carrying out minor repairs and decorating.

This includes:

• repairing or replacing minor fixtures and fittings such as curtain rails, light bulbs, toilet seats or sink and bath plugs
• replacing keys or fitting extra locks
• maintaining internal decoration
• maintaining or replacing floor coverings we’ve supplied in kitchens and bathrooms
• maintaining or replacing shower curtains we’ve supplied in bathrooms
• repairs to television aerials and reception equipment, except in multi-storey flats and sheltered housing complexes.

You are also responsible for any non-standard fixtures or fittings you have accepted as part of the property including floor coverings, garages, and sheds.

As a tenant you must:

• report any damage or repairs you need to your home or a communal area
• allow us access to your property so we can carry out repairs, inspections, maintenance, and annual gas servicing
• ask for permission before you make any alterations to your home.

If you move out of your house, you must leave it in a clean and tidy condition.

You can also report a repair by:

• phone 0300 300 0300
• email repairs@renfrewshire.gov.uk 

You can report a repair online, by phone or by email. 

We will respond to your report depending on how urgent it is and what kind of repair it is.
 

We schedule general maintenance and repairs in council properties. Many of these jobs involve replacing items, working at height or repairs between us and private owners in the same building.

See responsibilities for repairs in common (shared areas).

In some cases, it is of benefit to carry out larger scale repairs on a programmed basis rather than carrying out individual responsive repairs.

All repairs which fall into this category will be inspected before we plan the work. The length of time to complete these repairs will vary depending on the type of work required, but generally we complete these works within three months.

You are responsible for any damage that you, your family, or visitors to your home have caused.

If we repair this damage, you will have to pay for these repairs.

We will give you an estimate for the cost of the repair, including the administration charge. If you cannot afford to pay it all at once, we can arrange for it to be paid in instalments.

If you believe the damage was caused by vandalism, you must report the matter to the police and get an incident reference number.

You’ll be charged for the cost of the repair.

We’ll give you an invoice with the charges for the repair and how to pay it.

However, you may be able to appeal against the cost of the repair when you get the invoice.

Phone us on 0300 300 0300 if you have lost your keys to your home or key fobs to your building entrance.

You can also contact your local neighbourhood services who may have spare house keys or key fobs for main doors.

If you need a lock repaired or replaced in your home, you can report a repair online.

You need to tell us:

• your name
• your address
• what the problem is or what is missing (house keys, entrance fob etc.).

If you have lost your keys or key fobs, phone us on 0300 300 0300.

We will let you know how soon we can replace your keys.
 

You're responsible for taking care of your home, including replacing keys.

We advise that you leave a spare set of keys with family, friends or neighbours to avoid needing to request replacement keys or fobs.
 

Our housing services

We provide a range of housing services to council tenants and some homeowners, such as:

• launderette facilities
• heating at our sheltered housing
• lift maintenance
• grass cutting at specific communal buildings
• communal heating system in Calside, Paisley.

Contact us about these services

Phone us on 0300 300 0222 if:

• you need help paying your service charge
• you'd like to know your service charge balance
• you have questions or need more information about these services.

How services are charged

Launderette and heating at sheltered housing

The charge for our launderette service and for providing heating at our sheltered housing complexes are charged monthly.

The cost of this service is confirmed each March.

Ways to pay your service charge

If you're looking to pay for your launderette or heating at sheltered housing, you'll have a 13-digit service charge reference number.

Pay online

You can pay online using MyAccount.

By direct debit

You can set up a direct debit by:

• filling in our online direct debit form on MyAccount
• downloading, printing and filling in the service charge direct debit form and return it to us at: Revenue Business Team, Renfrewshire House, Cotton Street, Paisley, PA1 1JD
• phoning us on 0300 300 0222.

Each year around March, direct debit customers will receive a letter telling them the direct debit amount.

By standing order

You can set up a standing order by:

• downloading, printing and filling in the service charge standing order form and returning it to your bank
• phoning us on 0300 300 0222.

By phone

Phone us on 0300 300 0300 and say 'Pay my service charge' to our automated advisor Millie, who will connect you to the automated payment line. This is available to use 24 hours a day and accepts payments by debit or credit card.

By cash or card at a PayPoint machine

Use a council payment card to pay by cash or bank card at PayPoint machines in shops across Renfrewshire.

By cash or card at our customer service centre in Paisley

Use our payment kiosks in the customer service centre at Renfrewshire House on Cotton Street in Paisley. You'll need your service charge reference number.

If you think there is asbestos in your home, contact us. We’ll inspect your property and advise you on what to do next.

What asbestos is

Asbestos is a natural mineral which was widely used in building materials for houses or buildings constructed before the year 2000.

Asbestos is resistant to heat and chemicals, which meant it was used in a wide range of building materials and household appliances. 

Due to health concerns, its use in products and buildings is now banned.

Where asbestos might be found

Asbestos might be found in these parts of a building:

• roof and wall cladding
• pipe lagging
• roof slates, lining and flat roof tiles
• flue pipes or air bricks
• internal partitions
• some types of insulation
• plastic or vinyl floor tiles
• ropes surrounding oven doors.

It could also be in these materials, fittings, or appliances:

• decorative textured coatings and paints applied to walls and ceilings
• floor tiles
• heating and ventilation flues and parts of heaters
• toilet cisterns
• bath panels
• old electrical fuse boxes
• access panels to service ducts
• screen panels under windows
• parts of roofs like fascia boards, soffits, roof tiles, rainwater gutters or pipes
• water storage tanks.

Potential risks of asbestos exposure

Asbestos is made up of small fibres which are harmful if you breathe in dust containing the fibres.

However, it’s only a health risk if materials containing asbestos are damaged or disturbed and the asbestos fibres are released.

If building parts or materials containing asbestos are in good condition, and structure, materials, or fittings are not going to be disturbed or damaged, there’s no risk to anyone living in the property.

Asbestos which has been painted or covered by other materials, or enclosed in ducts, pipes, or cupboards, for example, should also not be a risk if the materials are not disturbed or damaged.

How exposure to asbestos could affect your health (GOV.UK website).

If you’re a council tenant and think there’s damaged or exposed asbestos in your home, or you’re planning DIY or maintenance work, do not deal with it yourself. 

Be careful when disturbing or moving materials or fittings. Do not break or damage anything which may contain asbestos.

Report suspected asbestos

You can also report it by:

• phone on 0300 300 0300
• email at repairs@renfrewshire.gov.uk.

We’ll arrange an appointment with a technical officer to inspect your property and give you advice on what action, if any, needs to be taken.

They may also arrange for a sample of suspected material to be taken for analysis.

If we find asbestos in your home, we’ll arrange to have it removed. If we do not find any asbestos, you can begin any planned works or DIY in your home. 

If you live in a council-owned or council-shared building or block of flats, report a lighting fault on a stairs or close to us.

You can report this if you are a council tenant or you’re a private homeowner in a council-shared building.

If the lights or power are not working on the stairs or communal areas of your building, check if other people in your building or street are affected as well. 

If it’s an electrical power outage in your area, phone Scottish Power Energy Networks on 105 to report the issue. 

If the lighting issue just affects communal areas of your building, report it to us. 

Do not it attempt to fix the problem. It is not safe to investigate a power supply, switch, socket, or light that is not working.
 

Report a stair or close lighting fault

You can also report it by:

• email at repairs@renfrewshire.gov.uk
• phone on 0300 300 0300
• contacting your local neighbourhood services.

You’ll need to tell us:

• the address of the building
• your name, phone number and an email address, if you have one
• if you’re a council tenant or not
• the floor number where the issue is
• if there’s a door entry system in place
• the location of the fault, how many lights are out, or any other details you can provide.

We’ll send a repairperson to look into the issue. It will depend on the type of fault and where it is for how long it will take to be fixed.

If there’s still an issue with the lighting or it’s not safe in the halls or stairs, let us know.

If you're having problems paying your council rent

If you're struggling to pay your rent, please phone us on 0300 300 0222. 

We can provide you with advice and support about benefits and other help which may be available. 

We can also discuss a manageable payment plan with you. We need to speak to each other so that we can help you. Debt will not go away on its own, and we can talk with you about how to start repaying even a small amount. 

We can give you advice about: 

• repayment arrangements
• housing benefit or universal credit
• money and bills
• debt management. 

Find more information about paying off rent debt (Citizens Advice Bureau website).

Other ways to get help

We may refer you to other agencies who can provide specialist benefits and money advice and support. 

Discretionary Housing Payment (DHP)

Discretionary Housing Payment (DHP) is a fund that can offer short-term financial assistance to tenants who get Housing Benefit or Universal Credit, who are having difficulty paying their rent. Find out more about Discretionary Housing Payment. 

Tenant Support Fund

You may also be able to get help through our Tenant Support Fund. You can phone us on 0300 300 0222 to discuss this. 

Crisis Grant

You may be able to get money from our Crisis Grant. This fund is for unexpected expenses due to an emergency or disaster and is for people on certain benefits.

Budgeting and managing your money 

Get started by trying to make a list of all the money you've got coming in and all the money going out of your household. You can use this budget sheet from Citizens Advice.

We also have a debt advice leaflet that provides useful information on: 

• how to deal with your debt
• the 6 stages of managing debt
• a budget sheet. 

If you need help in to fill in a budget sheet, you can phone us on 0300 300 0222.

Direct debits and standing orders 

If you find yourself missing rent payments, it may be helpful to set up a regular payment of your rent and service charges. You can set up regular payments in 2 different ways: by direct debit or by standing order. 

Learn more about the difference between a standing order and a direct debit (Royal Bank of Scotland website).

Find out how to set up a direct debit or standing order.

How to pay your rent

There are lots of ways to pay your rent.

It is charged weekly on Mondays and must be paid in advance.

You can choose the frequency to pay your rent.

Every tenant has a rent account number which is a 12-digit number.

Help with paying your rent

We provide help with paying your rent.

Housing Benefit

You may be able to claim Housing Benefit to help pay your rent if you're unemployed, on a low income or claiming benefits. It is being replaced by Universal Credit.

If your rent is paid by Housing Benefit, we manage this for you.

You should contact us if there is a change in your circumstances by phoning us on 0300 300 0204.

Universal Credit

You may be able to claim Universal Credit, which is replacing Housing Benefit.

If your rent is paid by Universal Credit, you should keep your journal up-to-date (GOV.UK) on your weekly housing costs.

Ways to pay your rent

You can choose how to pay your rent and when you will make your payments.

Pay online using MyAccount

You can view your rent account and pay online using MyAccount.

By direct debit

You can set up a direct debit by:

• filling in our online direct debit form on MyAccount
• downloading, printing and filling in the rent direct debit form and posting it to us at: Housing Finance Team, Renfrewshire House, Cotton Street, Paisley, PA1 1JD
• phoning us on 0300 300 0222.

Each year around March, direct debit customers will receive a letter from us about any changes to the direct debit amount from April.

By standing order

You can set up a standing order by:

• downloading, printing and filling in the standing order form and posting or delivering it to your bank
• phoning us on 0300 300 0222.

By phone

Phone us on 0300 300 0300 and say 'Pay my rent' to our automated advisor Millie, who will connect you to the automated payment line. This is available to use 24 hours a day and accepts payments by debit or credit card.

By cash or card at a PayPoint machine

Use a council payment card to pay by cash or bank card at PayPoint machines in shops across Renfrewshire.

By cash or card at our customer service centre in Paisley

Use our payment kiosks in the customer service centre at Renfrewshire House on Cotton Street in Paisley. You'll need your rent account number.