Responsive Repairs, Voids and Associated Works DPS

Emergency repairs typically need response within 24 hours, with life-threatening issues like gas leaks or total heating failure in winter requiring same-day or immediate response. For Scottish housing organisations, this isn’t just good practice – the Scottish Housing Regulator expects you to demonstrate how you’re meeting emergency repair obligations. Through this DPS, you can specify response times in your mini-competition criteria, ensuring contractors commit to timescales that match your obligations. Most DPS contractors offer out-of-hours emergency cover, which matters particularly for heating failures affecting vulnerable tenants during Scottish winters. When setting response time requirements, consider the Scottish Social Housing Charter outcomes around repairs and maintenance – tenants have a right to repairs completed right first time and within reasonable timescales. 

Fair Work First is a Scottish Government requirement for public contracts, meaning you need contractors who pay the real Living Wage, offer appropriate channels for workers’ voice, minimise zero-hours contracts, and demonstrate workforce development. The DPS lets you build Fair Work First criteria into your evaluation, weighting these factors alongside cost. This doesn’t mean accepting the cheapest contractor – it means assessing value for money considering quality, reliability and social value delivery. Contractors who invest in their workforce typically deliver better first-time fix rates and more reliable service, reducing overall costs through fewer repeat visits and complaints. When running mini-competitions, you can request contractors demonstrate their Fair Work First commitments and track delivery through contract management. This helps you meet your Sustainable Procurement Duty obligations while getting dependable repairs service. 

For gas work, Gas Safe registration is mandatory – never use contractors without it. For electrical work, NICEIC registration or equivalent (like NAPIT or ECA) demonstrates competence and provides insurance-backed warranties. For general building work, look for CHAS or Constructionline accreditation showing health and safety compliance. Many Scottish housing organisations also want contractors with Investors in People or similar workforce development accreditations, particularly when Fair Work First criteria matter. For specialist works like asbestos removal, contractors need specific HSE licensing. The DPS pre-qualifies suppliers against these standards, so contractors on relevant lots already hold required accreditations. When running your mini-competition, verify that contractor accreditations are current and cover the specific work scope you’re procuring. 

Void turnaround times directly impact rental income and housing supply, making them a priority KPI for Scottish housing organisations. Fast turnaround needs coordinated trades working efficiently rather than sequential appointments causing delays. Through the DPS, you can engage full-service contractors who coordinate multiple trades during single property visits, cutting turnaround time significantly compared to booking separate plumbers, electricians and decorators. Clear void standards help too – contractors need to know exactly what condition properties should reach before re-letting. Some organisations use the DPS to establish panel arrangements with multiple contractors covering different geographic areas, ensuring capacity during peak periods when multiple voids occur simultaneously. Track void-to-let times by contractor and property type, using this data to identify where process improvements or different contractor approaches could reduce delays. 

Essential KPIs include first-time fix rate (percentage of repairs completed in one visit), average response time by repair category (emergency vs routine), tenant satisfaction scores, and cost per repair. For Scottish housing organisations, also track performance against Scottish Social Housing Charter outcomes – particularly whether repairs are completed right first time and within timescales tenants find reasonable. Many organisations track appointment adherence (did contractor turn up when promised), repeat repairs (same issue returning within 30 days), and complaints per 1000 repairs. For contractors managing emergency callouts, track out-of-hours response times separately from routine work. The DPS contracts can require contractors to provide regular performance data in formats that feed directly into your reporting systems, making KPI tracking straightforward rather than requiring manual data collection. 

Emergency callout costs typically include premium rates for out-of-hours work (evenings, weekends, bank holidays) reflecting contractor availability and disruption. When running mini-competitions, request clear pricing schedules showing standard rates, emergency rates, and out-of-hours premiums. Some organisations negotiate capped callout fees covering initial diagnosis regardless of time required, with separate pricing for actual repairs. Others prefer schedule of rates approaches where emergency labour rates are clearly defined. For budget planning, track your pattern of emergency callouts over previous years – this shows typical volumes and costs, helping you forecast and negotiate appropriate pricing. The DPS lets you specify your preferred commercial model, whether that’s fixed callout fees, schedule of rates, or hybrid approaches. Make sure contracts clearly define what constitutes an emergency to avoid disputes about premium rate application. 

The Scottish Housing Quality Standard (SHQS) sets minimum requirements for social housing condition, and repairs need to maintain properties at this standard. Clear specifications help – tell contractors exactly what’s expected, referencing SHQS criteria where relevant. For void refurbishments, specify whether works should achieve SHQS or exceed it. Regular quality audits catch problems early – inspect completed repairs, check work meets specification, and follow up on defects promptly. The DPS contracts should include defect rectification clauses requiring contractors to fix poor work at their own cost within defined timescales. For complex works, consider requiring photographic evidence of completed repairs or staged inspections during work. Track quality metrics like defect rates and tenant satisfaction by contractor, using this data to inform future procurement decisions. 

Working in occupied properties needs clear protocols protecting tenant welfare and contractor safety. Contractors should understand expectations around tenant communication, appointment scheduling, property access, and respectful behaviour. For vulnerable tenants, additional safeguards might include accompanied visits or scheduled check-ins. Lone working policies matter – particularly for contractors visiting properties alone. Many Scottish housing organisations require contractors to have lone worker protection systems and provide proof these are actively used. Data protection is crucial too – contractors accessing tenant information need to comply with GDPR requirements. The DPS contracts should specify behavioural expectations, safeguarding requirements, and consequences for poor conduct. Track tenant feedback about contractor behaviour, addressing issues promptly to maintain service standards and tenant trust. 

Under Scotland’s Sustainable Procurement Duty, you must consider how procurement delivers economic, social and environmental wellbeing. For repairs contracts, practical social value includes local employment (contractors recruiting locally), apprenticeships and workforce development, payment of real Living Wage, community investment, and environmental practices like waste reduction and recycling. When running mini-competitions, specify which social value outcomes matter most for your communities and how contractors should evidence delivery. Some organisations want monthly reporting on apprentice numbers and local recruitment. Others prioritise environmental performance like waste diversion from landfill or use of sustainable materials. The DPS contracts can require contractors to track and report social value delivery, giving you the evidence needed for Scottish Housing Regulator reporting and demonstrating your Sustainable Procurement Duty compliance.