Repairs

whg are committed to creating great homes and neighbourhoods for our customers, including maintaining and repairing your home to ensure it is kept in good condition.

This section explains what whg will do to maintain and repair your home, as well as explaining what customers are responsible for and how you can work with us to ensure you receive the best service possible.

Report a repair  Contact Us

If the problem presents an immediate risk to safety, security or health, you must call us on 0300 555 6666 (24/7).

  • What repairs are whg responsible for?

    We are responsible for repairing the structure and fixtures provided by whg so that your home is kept in good condition.

    Click here for more information about which repairs whg are responsible for.

  • What repairs am I responsible for?

    You are required to keep your home in good decorative order and ensure that fixtures and fittings are maintained so that they do not cause a danger to anyone or damage the property.

    We do not charge for items that break through fair wear and tear. You will however be charged for the cost of any repairs which have been caused through damage or neglect to your home.

    More information about which repairs whg customers are responsible for.

  • When will my repair be completed?

    When you report the need for a repair and we agree that it is our responsibility, we put it into one of the four categories below. Each category has its own target response time so that you know what to expect from us.

    Emergency repairs

    If the problem presents an immediate risk to safety, security or health, you must call us on 0300 555 6666 (24/7). We aim to make the repair safe within three hours of you reporting it and complete it within 24 hours.

    Non-emergency repairs

    If your repair is not considered an emergency it will be scheduled for the next available appointment.

    Programmed work

    Certain repairs may be scheduled for a later date and carried out with other repairs in the area as part of our general maintenance programme.

    Appointment times

    An appointment time slot will be agreed for when we aim to arrive at your home to commence the repair. A responsible adult must be in the home while the work is taking place. We offer:

    • morning appointments, 8am - 2pm
    • afternoon appointments, 12 - 6pm
    • all day appointments, 8am - 6pm
    • late afternoon appointments, 3 - 6pm
    • avoid school run, 10am - 2pm

    Appointments will not be given for communal area repairs.

  • What happens on the day of my appointment?

    On the day of your appointment, you must make sure that whg are able to gain access to your home so that we can carry out the work.

    Anyone authorised to enter your home by whg will carry identification. Always ask to see it before letting callers into your home and be aware that there may be bogus callers operating in your area. If you have any concerns about the caller, contact us on 0300 555 6666 to confirm their identity.

  • Self help videos

    Our self help videos could help you fix your repair instead of booking an engineer.

    If you are unsure or are unable to carry out the work yourself, please report the repair to whg. If the problem presents an immediate risk to safety, security or health, you must call us on 0300 555 6666 (24/7).