How long will it take?

When you report a repair to Repair Link, we will discuss the nature of the problem. We will then tell you what response time category we have placed it in. The response times are measured from the date you report the problem to us.

When you report a repair, we will put the work into a response time category: emergency, urgent or routine. Each response category has a maximum time allowed for the work to be done. When we decide on the response time for your repair we take into account the Tenants’ Right to Repair. For emergency repairs, an operative will call at your home within the set response time, but for all other repairs we will give you an appointment for a morning or afternoon on a specific day which will fall within the response time category for the repair.

Some problems need to be looked at before repair work can be ordered. Inspections are done by appointment within eight working days.

Emergency - We respond to emergency repairs within 1working day
This is for repairs that are necessary to remove immediate danger to people and avoid flooding, major damage to the property , or to make the property secure. Repair work may only be done to make the situation safe.
To report out-of-hours emergency repairs call: 0800 181 744 (except lift repairs, call 020 8825 5000)
We treat repairs as emergencies if they are necessary to avoid danger or risk to the health of the occupants, or serious danage to the property. If you call us and we find the repair is not a genuine emergency we will charge you an emergency call-out fee. Outside normal office hours (ie: evenings and weekends) we will only handle emergency repairs. We expect you to report all other repairs to Repair Link during working hours.

Urgent - Urgent repair we complete within 3 to 7 working days
This is for work that needs to be done quickly to overcome serious inconvenience to the tenant, but where there is no immediate health or safety risk. We will offer you an appointment for a morning or afternoon on a specific day.

Routine - Routine repair we complete within 28 working days
This is for work inside or outside your home where the problem does not cause immediate inconvenience or present a danger to occupants or the public, but should not wait for planned maintenance. We will offer you an appointment for the morning or afternoon on a specific day, unless it is a communal area.

Major repairs - Major repairs we complete within 7 weeks
This is for repairs that are complicated or need items to be “made up” or scaffolding put up.

Planned maintenance
This is work to maintain the general condition of the property, and work that is not essential.