our standards
We will keep our properties in good condition by:
• responding to requests for repairs promptly
• carrying out repairs efficiently and to a high standard
• continuing our programme of improvements to bring all properties up to current standards, providing tenants with a choice where possible
• providing advice and guidance to tenants wishing to carry out alterations themselves
• considering the impact of our repairs work on the environment.
Customer commitment
Our customers have the right to expect that work carried out in their homes is done efficiently, effectively and in a manner that shows respect and consideration for the customer and for their home.
All whg representatives understand it is their responsibility to be polite, courteous, sensitive to our customers' needs, and to protect their privacy. They will:
- carry and display a current whg ID card with photo
- explain the nature of the work, keep appointments and ensure that the customer is advised of any unavoidable delays
- be appropriately dressed
- where appropriate wear over-shoe covers and any other relevant protective clothing
- carry suitable covers and equipment to protect the customer's possessions and belongings and minimise disruption
- clear surplus material from site and, where applicable, ensure that all essential services are operable before leaving site and ensure that the property is secure
- the representative will not smoke, use derogatory language (e.g., racist, sexist, religious or homophobic, including jokes and behaviour), or play radios in customers' homes
- will not use electric or gas services unless with the express permission of the customer
- make sure that the customer is satisfied with the work carried out and ask for a customer's signature on the work sheet.
Equality and diversity is at the heart of whg. We believe that everyone is entitled to be treated with dignity, respect and fairness and we are committed to ensuring that all our policies, procedures and practices provide equal treatment to all.
