Following recent feedback from customers regarding high mobile charges when calling the 0845 762 6345 repairs line, this number will cease to operate on 30 April 2017 and has been replaced with 0300 123 9279 with immediate effect.

The Association has moved to a 0300 number to allow all UK landline or mobile calls to be charged at a local rate to the customer. The additional costs to cover this service are 2p a minute which will be met by the Association. The revised numbers are listed below:


Available during office open hours* for non-emergencies and 24 hours a day for emergencies only

0300 123 9279 / 01224 626345


TLC Housing Maintenance to bring benefits for tenants

TLC Housing Maintenance (TLC), has been launched today as a new subsidiary of Grampian Housing Association.

Initially TLC will be installing new kitchens and bathrooms and carrying out painter works in line with the Association’s aim to improve and maintain standards in tenants’ homes.

Although tenant satisfaction levels were already high with previous arrangements, TLC will give the Association more control over customer care, service quality and satisfaction. Most importantly, TLC will generate cost savings compared to using external contractors which will then be reinvested into providing more improvements to tenants’ homes.

A total of eleven new jobs are being created locally by TLC with the appointment of a general manager, trade supervisor, two electricians, three joiners, two painters, a plumber and administrator. TLC will also provide routes into employment and training by offering apprenticeships later next year.

Angela Thain, General Manager, TLC said:- “After months of preparation for the launch, it is great to see work underway fitting new kitchens from day one of the new company. The first year will see the commencement of a five year programme with 92 kitchen and 92 bathroom replacements being undertaken. We are committed to providing an excellent service to tenants. In future years we intend expanding the services we can offer to Grampian’s customers including reactive repairs and empty home maintenance when tenants move on.”

Natalie Moore, tenant said:- “It’s exciting to be one of the first tenants having their kitchen fitted by TLC and it was great to be able to choose my own colour of units. They hope to have work finished this week so I can’t wait to move back in and start enjoying my new kitchen.”

TLC is governed by voluntary Board members consisting of two new independent members, David Halliday and Mark Masson along with two Board members of Grampian Housing Association and an executive director.

Commenting on the launch of TLC, newly appointed Chairman, David Halliday said:- “I look forward to working with the Board and staff to ensure that the growth and reputation of TLC is a priority. We are acutely aware of the need to deliver value for money for the Association and its tenants. Any savings will enable more investment in the Association’s homes whilst also helping to keep rents affordable.”

The savings could enable the Association to fit 51 more kitchens or bathrooms in year one or undertake additional work required for compliance with EESSH (Energy Efficiency Standard for Scotland Housing) including improvements to loft and cavity wall insulation in properties.

Digitalising TLC is also a priority. Starting with scheduling, digitalisation will expand to communications with tenants to ensure their interactions with TLC are smooth, efficient and trouble free.

Over the next two - four years we are building 74 two bedroom apartments at Mugiemoss, Aberdeen. 

Allocation of properties at this new development will be made on priority, best use and in the interests of balanced communities.

The properties will be advertised on HomeHunt.




Please note that from 1 April 2017 you will no longer be able to pay your rent, occupancy payment, factoring/service charge or any other payment by cash in our offices.

If you still want to pay by cash you can sign up for an allpay card and use it at PayPoint outlets in Aberdeen, Aberdeenshire & Moray.  Further details can be found at  If you do not have internet access, please contact the Association on 01224 202900 (Aberdeen) or 01343 552779 (Elgin) and a Customer Service Officer can advise you of your local PayPoint outlet.

Other payment options include:

  • using your allpay card to pay by debit or credit card through online, phone, text or mobile App channels (for further information visit 
  • asking us about setting up a Direct Debit or Standing Order
  • cheque

Please speak to a member of staff for further support on these alternative payment options.

Please note, unlike cash payments these other repayment options do not incur additional charges to our customers.

In January’s rent consultation survey it was proposed that the Association cease to accept cash payments as of 1 April 2017. Only 12 (4.4%) respondents indicated they pay cash at Grampian’s offices, of which four commented that this was their preferred method.


Comments are invited on our draft Procurement Strategy which we are required to prepare under the Procurement (Reform) Scotland Act 2014.

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