Castle Rock Edinvar Customer Services
We are committed to providing a high quality service at all times.
Moving Home
We provide services to people who want to apply, transfer or buy a home. Home Finder Team can help you - please telephone 0131 657 0600
or visit our Online Scottish Property shop.
Rent and Money Advice
It is your responsibility to pay your rent, even if you are claiming housing benefit. There are a variety of ways to pay.
-
You can pay online
- If you are having difficulty paying your rent or have other money worries, including benefits, bills or debt, we can offer advice and support.
- Setting up and running a home can be difficult and expensive. We offer a range of products and services that can make this easier and more affordable.
Repairs, Maintenance, Adapatations and Improvements
Repairs
We are committed to providing a high quality repairs service that is prompt,
effective and professional.
It is your responsibility to report repairs and give us access to carry them out.
You can report repairs 24 hours a day 365 days a year on Freephone 0800 432 0007.
You can report repairs online
Improvements
We have a planned maintenance programme for major works such as central heating, kitchen and bathroom upgrades and window and door replacements.
Adaptations
We have limited funding for medical adaptations, such as grab rails or a level floor shower, that could help you stay in your home rather than move to another property. You need an Occupational Therapist to assess your need. You can contact your local Social Work department to arrange an assessment or we can arrange one for you.
Repairs, Maintenance, Adaptations and Improvements leaflet
Energy Performance Certificates
Call the Head Office on 0131 657 0600 and ask to speak to the Planned Team
Gas Safety & Servicing
It is important to us that your home is safe and properly heated and we will work with you to ensure this. We have a responsibility to carry out annual gas safety checks.
If you have missed an appointment or have a query about
gas safety CALL US NOW on 0131 657 0600 – it could save your life
The Gas Servicing Team in Property Services can help you - 0131 657 0600.
Keeping Your Home Safe and Warm leaflet
Tenancy and neighbourhood issues
Everything from ending your tenancy to neighbour problems and queries about stair cleaning or grounds maintenance is dealt with by your housing officer - if you are not sure who to ask for, the staff at your area office can help.
We have a Neighbourhood Team who have responsibility for developing and delivering the Neighbourhood Plans (to help improve and enhance neighbourhoods) and work with other staff and organisations in the following areas:
- Edinburgh: East Craigs, Hays (Niddrie), West Pilton, Southside (City Centre)
- Midlothian: Newtongrange, Rosewell
Sheltered housing
If you live in sheltered housing you can speak to your Sheltered Housing Manager who works on site. Our Sheltered Housing Team is based in Head Office on 0131 657 0600 for other queries or if sheltered housing is new to you and you want to find out more.
If you are interested in moving to sheltered housing we have an information leaflet that will give you more information.
Moving to Sheltered Housing leaflet
Complaints, comments and suggestions
Complaints
We aim to provide an excellent service but we know that sometimes things can go wrong. If you think our service is not up to standard, please let us know and we will do our best to put things right as quickly as possible. If you are still not happy, we have a simple and straightforward complaints process.
You can complain by contacting any member of staff in writing, over the phone or in person at any of our offices.
Comments and Suggestions
Your comments and suggestions can help us to do a better job. Is there something that you think we could do better, something we don’t do that you think we should, or even something that you think we do well and want to let us know about? If so, then please contact us by email, post, over the phone or in person at any of our offices.
You can email complaints, comments or suggestions to customer@castlerockedinvar.co.uk
