Important Information for Tenants and Residents on service delivery and Tier 4 Restrictions – what to do


Please take the time to read this letter as it contains important information about the level of service we can deliver over the next 3 weeks.

As you will be aware, the Scottish Government has moved the Glasgow Local Authority area into Tier 4. New rules have been put in place to reduce the spread of the Coronavirus in order to reduce the death rate and the number of people needing hospital treatment at any one time so we can protect the NHS’s ability to cope and save more lives.

These are unprecedented times which have had a significant impact on people’s personal lives and the economy. We are in a national emergency and the Government has ordered people to stay at home for the next 3 weeks from 6pm on Friday 20th November until 11th December.

Information on the level 4 measures being put in place is available from the Scottish Government website and is also posted on the Association’s website. The best way to reduce the virus is to stick to the rules and guidance in our area.

As you are aware, staff have been working remotely and we have been providing a full reactive repairs service since June. As the rules and guidance have now changed, we have taken a risk- based approach to services.


We will provide an emergency repairs service while we remain subject to tier 4 guidance. Emergency repairs can be reported to a member of staff during office hours by calling us on 0141 944 3881. Your call will be diverted to a member of staff. For emergencies which occur after 4pm you should contact our out of hours emergency contractor (City Building Glasgow) on 0800 595 595.

Gas servicing and central heating breakdowns will continue as usual, but the contractor will ask you some screening questions to enable them to ensure their and your safety and allow them to take precautions.

You should only use this number to report genuine emergency repairs such as fire, flood, central heating breakdown, loss of power etc and should not be used for reporting minor routine repairs which can wait until we return back to tier 3 restrictions on 11th December (subject of course to Scottish Government approval).

The safety and wellbeing of our tenants, staff, contractors and the wider community will always remain our top priority

Prior to reporting any central heating problem please check the following:

  • Is the heating switched on?

  • Is there a warning light flashing on the boiler?

  • If you have a card operated meter, please check you have sufficient credit.

    Rent payments

    Can be made at any Pay Point facility, Post Office or online at We appreciate that a number of residents will experience financial hardship at this difficult time. If you are employed but are not receiving a wage you should speak to your employer as they may be able to claim 80% of your wage through a Government grant scheme. More detailed advice about benefits and payments available can be obtained on

    We appreciate that this is a very difficult and unsettling time for everyone and your co-operation and understanding would be greatly appreciated.

    The content of this information letter is accurate at 19th November 2020 and the Government will keep these restrictions under constant review. They will look again in 3 weeks and relax them if evidence shows that they are able to.

    Yours faithfully

    J Docherty

    John Docherty DIRECTOR

Level 4 measures in colour