Frequently Asked Questions
What do I do if someone hasn't turned up for an appointment?
If you have already reported a repair and it has not been repaired within the time
you have been told, you need to contact the Escalation Team in Repair Link, who will chase the job
to solve the problem. To help us deal with your enquiry quickly, please have the reference
number and any other information you are given when you first reported the repair on hand when you
phone.
What if I can’t keep an appointment?
Let us know immediately and we will arrange another appointment. If you are not in when the
worker comes to do the repair, he or she will leave a card telling you that your repair has been
cancelled. You need to phone us again if you still want the repair carried out.
What to do if a repair is not done in time?
If you have already reported a repair and it has not been repaired within the time you have
been told, you need to contact the Escalation Team in Repair Link who will endeavour to solve
the problem. To help us deal with your enquiry quickly, please have the reference number and
any other information you are given when you first reported the repair.
What if I can only be in at certain times for a repair appointment?
When you report a repair, let us know what times of day it is convenient for the work to be
done. If you find you are unable to be in during our contractors’ normal working hours, you should
arrange a neighbour, relative or friend to wait on your behalf. This person should not be under 16
years old. In exceptional circumstances, we can arrange an early evening or Saturday morning
appointment.