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whg service updates

To keep you informed about the status of all our services, we have created a chart which shows each of our services and whether they are running as normal, running with some changes or not running just yet. 

Running as normal open-tab

Running with some changes open-tab

Not running just yet open-tab

Reporting repairs

If you need to report a repair, please read this guidance.
When can I report a repair? open-tab

The quickest and easiest way to report a repair is online using My whg. If you haven’t registered yet, now is a great time to do so. It’s quick and easy!

We are expecting our phone lines to be extremely busy after the relaunch of our repairs service. You can call us during our opening hours to report a repair.

If your repair is an emergency you must report it to us straight away by phone on 0300 555 6666 (24/7).

An emergency repair is a problem that presents an immediate risk to safety, security or health.

Is it safe to let you in my home? open-tab

We are doing all we can to help prevent the spread of the virus. This why we have been carefully working to re-start our repairs service in a safe way.

However, we understand that you may be concerned about catching the virus if we have to enter your home to carry out an emergency repair.

We are taking all of the precautions we can to minimise the risk. The colleague attending the appointment will be wearing face coverings, gloves, overalls, shoe coverings and of course following all social distancing and clean hands guidance. They will wipe down any surfaces before they leave. You should move to a different room while the repair is carried out if possible and keep 2 metres away at all times.

If you have symptoms of the virus, or are particularly at risk or vulnerable, you need to let us know when you report the repair.

Annual servicing / safety checks

Changes to annual servicing and safety check appointments.
Will my annual servicing / safety check go ahead? open-tab

Yes, we are still carrying out gas safety checks on time.

Customer and colleague safety is our number one priority so please be assured that we are able to carry out these checks safely. The colleague attending the appointment will be wearing face coverings, gloves, overalls, shoe coverings and of course following all social distancing and hygiene guidance.

We aim to notify customers two weeks before their gas inspection is due, though postal delays at the moment mean some letters may arrive later. If the date or time given isn’t suitable for you, please follow the instructions on the letter to rearrange the appointment. These inspections are still legally required and it is important we are able to carry them out for the safety of you and your family.

If you are worried about your safety check, please contact us and ask for our gas planning team – we may be able to give you some reassurance and will take any action needed to in order to keep you safe.

Do I have to let you in my home for a gas safety check? open-tab

We understand this is an anxious time for many customers, but these inspections are still legally required and it is important we are able to carry them out for the safety of you and your family.

Please be assured that we are able to carry out gas inspections safely. The colleague attending the appointment will be wearing face coverings, gloves, overalls, shoe coverings and of course following all social distancing and hygiene guidance.

Have communal safety checks been continuing? open-tab

Yes, safety checks in communal areas have continued to take place since the beginning of the crisis to ensure the ongoing safety of customers. These checks have been carried out following all social distancing and clean hands guidance. Our colleagues have been wearing all required protective equipment and have been cleaning down areas after work has taken place.

Applying for a home

There are some changes to our Choose & Move service, if you are thinking of applying for a home.
Is Choose & Move open for bidding? open-tab

Yes. We started to advertise homes for bidding once more from Thursday, 4 June on our Choose & Move website. Some parts of our lettings service will work differently than normal and these changes will be clearly explained by our colleagues. See the question ‘Will it be safe to move?‘ below.

If you are new to whg you can still register for an account on our Choose & Move service – see the question ‘Can I still register with whg?‘ below.

If you need to speak to us about your application, you should email the Choose & Move team or send a message through your Choose & Move account.

If you are uncertain as to where you now stand with your current accommodation, you should contact your current landlord and explain your situation. It may be that your current agreement could be extended until this situation is resolved.

Can I still register with whg? open-tab

You can still register for our Choose & Move service, but we have had to make some changes to the way this works due to our office closures.

For example, you may be asked for digital copies of documents, rather than physical copies. We will let you know what you need to do during the process.

We will begin advertising homes for bidding once more from Thursday, 4 June on our Choose & Move website. Some parts of our lettings service will work differently than normal and these changes will be clearly explained by our colleagues.

If you need to contact us about your application, you should email the Choose & Move team or send a message through your Choose & Move account.

Will any viewings go ahead? open-tab

Yes, although some parts of our lettings service, including viewings, will work differently than normal. Our team will explain the details of these to you:

  • Virtual viewings where they are possible
  • Extra safety, distancing and hygiene measures where virtual viewings are not possible.

If you are uncertain as to where you now stand with your current accommodation, you should contact your current landlord and explain your situation. It may be that your current agreement could be extended until this situation is resolved.

If you need to speak to us about your application, you should email the Choose & Move team or send a message through your Choose & Move account.

Can I still move home? open-tab

Yes. We started to advertise homes for bidding once more from Thursday, 4 June on our Choose & Move website. Some parts of our lettings service will work differently than normal, these changes will be clearly explained by our colleagues. The Government has advised that home moves can now happen.

Where we had to put on hold any tenancy agreements that were due to start, please be assured that all offers for whg properties will be honoured.

If you are uncertain as to where you now stand with your current accommodation, you should contact your current landlord and explain your situation. It may be that your current agreement could be extended until this situation is resolved.

If you need to speak to us about your application, you should email the Choose & Move team or send a message through your Choose & Move account.

Can mutual exchanges go ahead? open-tab

Yes. From 10th June mutual exchanges are now permitted to take place, but there may be some changes to the way this works to make things as safe as possible. Please contact us for more information about your mutual exchange.

Will it be safe to move? open-tab

We must make sure that any move can happen as safely as possible, so we have made some changes to the way things work when you apply for a home with us. These changes will be explained to you every step of the way by our team.

Some of these changes are:

  • Virtual viewings where they are possible
  • Extra safety, distancing and hygiene measures where virtual viewings are not possible
  • Asking about yours and your family’s health, or if anyone is shielding
  • Completing documentation over email or in the post rather than asking you to visit us in person.

We will not put you under pressure to move if you are not ready or safely able to do so.

Contacting whg

If you need to get in touch with whg during this time, please read this guidance.
Are whg phone lines still open? open-tab

Yes, our phone lines are open as normal. We are here between 8am-6pm on weekdays and 8am-1pm on Saturdays. We are currently dealing with a high number of calls from customers due to the current situation, but we will try and get to you as soon as we possibly can.

We are providing as much advice on this page as we can so that customers do not need to call us unless it is absolutely necessary. Please check all of the information available here before picking up the phone.

Don’t forget that you can message us on Facebook, on Twitter or through My whg and we will get back to you.

Are whg offices open? open-tab

The government has instructed people to stay alert and stay safe, and you should stay at home as much as possible.

If you wish to visit our offices, you will need an appointment. Click here to find out how to book an appointment.
Please do not travel without an appointment.

We have also closed community rooms and some communal areas. The closures will be clearly signposted in these places, but you should try and avoid using these places even if they are open.

Any group sessions, appointments or meetings due to take place at whg offices or venues, including The Workplace, have been cancelled.

Our phone lines are open as normal. We are here between 8am-6pm on weekdays and 8am-1pm on Saturdays. We are currently dealing with a high number of calls from customers due to the current situation, but we will try and get to you as soon as we possibly can.

How can I stay up to date? open-tab

You can find the latest updates:

  • On this website page (whg.uk.com/coronavirus)
  • By following whg’s social media pages:
  • On the digital screens, if you live in our high-rise blocks

whg are also using a text messaging service to keep customers up to date. Some customers may receive updates in the post, too.

Risk assessments

The following Risk Assessments provide clear and consistent control measures to ensuring protection of whg colleagues, the public and minimising the risk of spread of infection during the Coronavirus COVID-19 pandemic.

Reception appointment form

Please do not visit our offices without an appointment.

If you have any worries or concerns at this difficult time, please contact us.
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