Tackling Racist Incidents - A Toolkit for Scottish Housing Providers

Section 4. Model Procedure

Emergency and Supporting Action

The investigating officer will inform the maintenance section of any repairs required within immediately or no later than 24 hours after receiving the complaint. Window repairs and graffiti removal should be carried out within 24 hours of the maintenance section being informed by the investigating officer. The security of the property should be treated as category A emergency work and therefore completed within 24 hours. Quantifiable package of support and protection measures should be available from the landlord.

Care must be taken to ensure that good quality evidence is recorded before it is disturbed or painted over by repairs. It is important that the investigating officer and maintenance team work closely to ensure that repairs are not carried out before evidence is gathered and that gathering evidence does not delay repair work.

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