Our standards

We are committed to creating great homes and neighbourhoods for our customers.

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

  • Our standards

    whg ensure that all of our properties are maintained in a good condition by:

    • providing you with a wide range of ways to report a repair
    • offering you an appointment for emergency, urgent and routine repairs
    • providing you with information on the repairs service in our leaflet: How to report a repair
    • involving customers in monitoring our performance
    • providing an out of hours service for emergency repairs
    • aiming to increase our planned programme of works in order to help reduce the need for responsive repairs
    • carrying out a gas service/safety inspection annually
    • ensuring that all engineers carrying out your gas service are Gas Safe registered.
    • carrying out electrical condition inspection every five years
    • ensuring that whg is NICEIC compliant
  • whg repair responsibilities

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

    • drains, gutters and external pipes
    • roofs
    • outside walls, outside doors, window sills, window catches and window frames including external painting and decorating (carried out as part or our planned maintenance programme)
    • panels of slatted timber in airing cupboards, internal walls, floors and ceilings, doors and door frames, door hinges and skirting boards – but not internal painting and decorating
    • chimneys, chimney stacks and flues
    • main pathways and steps
    • major internal plasterwork
    • integral garages and stores
    • boundary walls and fences if supplied by whg.

    For a full list of repairs whg are responsible for, see our Repairs Guide.

    Installations
    We will keep any installations provided by us in good repair and proper working order.
    This includes:

    • basins, sinks, baths, toilets, flushing systems and waste pipes
    • electric wiring including sockets and switches, gas pipes and water pipes
    • wall tiling around bath and wash basin
    • water heaters, fireplaces, fitted fires and central heating.

    Communal facilities

    In blocks of flats and maisonettes, we will take reasonable care to keep the common entrance, halls, stairways, lifts, passageways, rubbish chutes and any other common parts in a reasonable state of repair and decoration.

  • whg customer repair responsibilities

    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.

    In addition you are also responsible for:

    • plugs and chains for baths and sinks
    • tap washers (except where the stopcock is not in your home)
    • WC seat
    • repairs to fitted cupboards and wardrobes
    • garden gates and fencing not supplied by whg
    • garage door padlock
    • internal decorations including minor plasterwork
    • up-and-over garage doors not supplied by whg
    • paths and patios (not including the main entrance path)
    • ensuring tumble dryers are vented to avoid condensation

    If you have been provided with any special facilities for someone with disabilities, you should contact us as soon as there is a change in circumstances which affects their use.

    For a full list of repairs whg customers are responsible for, see our Repairs Guide.

    Charging for repairs

    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 by you, anyone living with you, or your visitors.

Download the whg Repairs Guide for more information about the whg repairs service.

Our Cyclical and Preventative Maintenance Policy outlines our responsibilities and obligations of carrying out maintenance to our homes.