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How to report a repair
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This form is for tenants who wish to report a repair. Existing property management (factoring) customers of Link should click here to report a repair.
Sections on this page
How to report a repair?
- By completing the form on this page
- Telephoning the Customer Service Centre on 08451 400 100
- Emailing us at csc@linkhaltd.co.uk
- Writing to us at Link Housing, Watling House, Callendar Business Park, Falkirk, FK1 1XR
Report a repair online form
What we will need to know when you report a repair
The more information you can give us about the work that needs done, the better.
Please tell us:
- Your name, address and telephone number
- The nature of the problem
- Whether it affects only your home, or common areas too
- When you can allow us access to inspect and carry out the repair
Response times
Response times for repairs are split into four categories - emergency, urgent, routine and minor repairs.
Emergency
- Definition:
- repairs that need immediate attention to ensure the safety of residents or security of property
- Examples:
- total loss of water or electricity, or loss of heating in cold weather
- We will respond within:
- three hours
Urgent
- Definition:
- repairs that need attention to prevent deterioration of the property or undue risk or inconvenience to you
- Examples:
- plumbing leaks, central heating faults, blocked drains, minor electrical faults
- We will respond within:
- two days
Routine
- Definition:
- day-to-day repairs
- Examples:
- minor plumbing, general joiner repairs - e.g. kitchen fittings, internal doors
- We will respond within:
- five working days
Minor
- Definition:
- issues that do not cause discomfort, inconvenience or nuisance
- Examples:
- repairs to plaster work, tiling or kitchen fittings
- We will respond within:
- up to 20 working days
Standards
We will also:
- Take a note of as many details as possible to diagnose the problem
- Give you a reference number
- Contact you in advance if we need to rearrange an agreed repairs appointment
- Aim to complete the repair in one visit
- Ensure all tradespeople carry an ID card
- Carry out regular satisfaction surveys to check we are meeting your expectations
- Carry out inspections of at least 10% of repair work
