whg has a designated landlord health and safety lead. You can find the full details in our Responsible Persons statement. Click here to view.

We carry out regular cyclical checks, tests and assessments on the key safety systems within your home and building. These will include:

• Visits by the Neighbourhood Impact Officers
• Quarterly communal fire door and annual flat entrance door inspections
• Fire alarms, lifts and emergency lighting.

• If you are in your flat and believe there is a fire elsewhere in the building, you should stay put for as long as it is safe to do so, unless you are instructed to leave by the fire service. If you can smell smoke or see a fire, you should get out and stay out.
• If you discover a fire in your flat, get everyone in your flat to leave, closing any fire doors. Stay out of your flat and go to a safe space away from the building. Do not use the lifts. Once it is safe to do so call the fire service on 999.
• If you are in a communal area and believe there is a fire, you should get out, stay out, and call the fire service on 999.
• If you feel unsafe for any reason, make your way out the building. Follow the fire escape signs and close all doors behind you. Do not use the lift.

“Stay put stay safe” means that if there is a fire in your block you should stay put as long as you think it is safe to do so, or you are instructed by the Fire Service to leave. However, if you can smell smoke or see a fire, you should get out and stay out.

The Fire Safety Act says that residents of individual properties in multi-occupied buildings, have a legal responsibility for keeping fire doors closed and making sure that self-closing devices and the door is not tampered.

It’s important to check your fire door regularly:

• Check for signs of damage to either side of the door, the frame and hinges as well as the overhead closing device. Where you have seals installed on your door check these are free from damage.
• Open your door and fully release it. The door should shut fully into the doorframe without you having to shut it.

You can report any damaged fire doors to us on 0300 555 6666.

Fire doors help to prevent fire and smoke from spreading into other areas of a building and onto escape routes.

As a not-for-profit organisation, all rent we receive is used to provide our services and repair and improve homes. Rising costs mean it would not be possible to continue providing the same level of service to our customers without a rent increase.

The rent increase takes effect from 1 April. Customers who pay their rent weekly on a Monday will make their first payment of the new amount on 3 April 2023. The increase will be applied from 1 April 2023 for customers who pay their rent monthly.

Increases in affordable and social housing rents are set by the government and are linked to inflation. On average our rents remain well below that of similar privately rented homes.

Shared ownership rents are set in accordance with the terms of the lease agreement between us and the shared owner.

We understand this rent increase may not be easy for you. We do not take any decision to increase rents without considering the wider impact for our customers.

We’re on your side and want to help you remain in your home. If you are struggling to pay your rent please make sure you talk to us sooner rather than later. Remember the sooner you tell us, the faster we can help you. Call us on 0300 555 6666 or click here to visit our cost of living support page. We understand that the cost of living is affecting everyone in different ways. We won’t judge you and will do our best to help.

This year we have seen the cost of providing services that may be included in your service charge, such as heating and lighting, increase dramatically.

If your service charge is fixed, you will not yet have seen these increases reflected in what you pay as we have absorbed the additional costs. Your service charge will go up from April to accommodate this.

You will have received an annual rent charge review letter from us.

You need to keep this letter safe and use it to report your rent change to the Department for Work and Pensions (DWP) on or immediately after 3 April 2023. It’s a good idea to set a reminder or make a note to do this. If you don’t you could miss out on money you are entitled to.

You can report the change through your Universal Credit online account from 3 April.

We have already contacted your local authority’s Housing Benefit team about the rent change. You do not need to contact them.

If you get Housing Benefit, or housing costs payments through Universal Credit, you might be able to get extra money to deal with your rent increase.

We will automatically adjust your Direct Debit, so you don’t need to do anything. We will send a separate letter to your rent review letter confirming what your new Direct Debit will be.

If you pay your rent by standing order you need to contact your bank to change your payment to the new amount.

If you switch to a Direct Debit you will not have to do this in future. Direct Debit is safe and secure and you can choose when payments will be taken. Call 0300 555 6666 for more information about setting up a Direct Debit.

It’s really important that you let us know if you are struggling to pay your shared ownership rent as we can’t help you if we are not aware of your situation.

You can also seek advice from Citizens Advice or Money Helper or gain practical help from Turn2us.

As a not-for-profit organisation, all rent we receive is used to provide our services and repair and improve homes.

We provide a full breakdown of how your rent is spent in our annual report to customers. Click here to read the report for 2021/22.

We cannot discuss anyone else’s tenancy with you but differences can occur between similar properties for several reasons, like the type of tenancy held.

Your rent payment is due in advance. It is important that you keep up to date with your rent, as it is part of your tenancy agreement. But if you are struggling to keep up with your payments, please get in touch with us straight away so we can discuss how we may be able to support you. Our priority is keeping you in your home, so we will do our best to work with you to resolve the situation.

We recognise our repairs service needs improving and we are doing all we can to reduce delays. We have a backlog of repairs caused by national material and labour shortages. COVID-19 restrictions also added to the backlog. Click here for repairs updates and waiting times.

We’ve made it easy to manage your rent payments online. Simply sign in or sign up using your name, date of birth and National Insurance or rent account number. You can find out the balance of your rent account and see recent transactions quickly and easily. Click here to manage your home online.

It’s really important that you let us know so we can work with you to resolve the problem. Give us a call on 0300 555 666 or report it online.

To kill and remove mould, wipe down or spray walls and window frames with a fungicidal spray or mould killer that carries a Health and Safety Executive (HSE) ‘approval number’, and ensure that you follow the instructions for its safe use. You can get these from local supermarkets, or we can provide one for you. Dry-clean mildewed clothes, and shampoo carpets. Do not try to remove mould by using washing up liquid, bleach or vacuum cleaner.

It is not always easy to tell but there are some key differences between condensation and other forms of damp. Condensation is usually found on north facing walls. It can also be found on or around windows and in areas where there is not much air movement, such as corners or a room, in cupboards or behind furniture.  It is more likely to leave black mould. Other kinds of dampness, such as rain or plumbing leaks, usually leave a stain mark.

You can reduce the amount of water produced in your home by keeping lids on saucepans while cooking and drying clothes outside when possible. We realise that this is not always possible. If you do dry clothes indoors try to limit this to the bathroom, with the door closed and extractor fan in use or window open on vent – also do this when you have a shower. If you use a tumble dryer, make sure it’s vented to the outside. Contact us for advice if your dryer does not have an outdoor vent.

Condensation happens when moisture in warm air comes into contact with a cold surface and turns into water droplets. This happens more in rooms where there is a lot of moisture, such as in bathrooms and kitchens, or in rooms where there are a lot of people. Our everyday activities add extra moisture to air inside our homes – for example just one person sleeping can add half a pint of water to the air overnight.

The simplest way to bring in fresh air is to open your windows and doors.  You should also keep window vents open to allow moisture to escape and use your extractor fans. Tell us if they’re not working, or if you don’t have a fan in your bathroom or kitchen, as we may be able to fit one for you.

• If we think we can resolve your complaint quickly without the need for a formal complaint investigation, we will contact to let you know. If early resolution is possible (within 5 working days) we will give you the option of how you would like to proceed.
• Formal complaints – we will acknowledge all formal complaints within 5 working days of receipt.
• Stage 1 Investigation stage – we will contact you to discuss the details of your complaint and complete a thorough investigation into your concerns. We will aim to respond to you in writing within 10 working days of acknowledgement.
• Stage 2 Review stage – if you remain unhappy with the outcome of your complaint you can ask for your case to be reviewed. We will ask you to provide details of the issues you feel remain outstanding or any new evidence that you have that we have not previously considered and what you feel we could do to put things right. We will aim to respond to you in writing within 20 working days of your request for review.

• You can refer your complaint to the Housing Ombudsman Service for an independent review.
• You can contact the Housing Ombudsman Service via telephone on 0300 111 3000, Email at info@housing-ombudsman.org.uk, their website at www.housing-ombudsman.org.uk or via post to; Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ).

If things haven’t gone as you expected or you’re unhappy with something we did, please let us know. We’ll work with you to understand what happened and do our best to put it right.

You can do this by filling in our feedback form. Click here for more information about feedback and complaints.

Our customer services centre is here to help you from Monday – Friday, 8am – 6pm and Saturday 8am – 1pm.

From 10 April our customer services centre will be open from Monday – Friday only.

We want to give you the best help we can when you call us. To help us do this we regularly review the number of calls we receive so that we can answer as many calls as possible at our peak times.

Recently we have seen the number of calls made to us on Saturdays fall significantly compared to those made on weekdays. So that we can deal with more enquiries at those peak times, from 10 April our customer services centre will be closed on Saturdays.

Manage your home online

We’ve made it easy to manage your home online. Simply sign in or sign up using your name, date of birth and National Insurance or rent account number. You can book a repair, check your rent account and more without waiting times.

If you or a family member are struggling with day-to-day activities in your home, you may need some adjustments. To request a home visit to discuss this, call us on 0300 555 6666. There are usually three options:

• Minor adaptations – small changes (like rails) which can be installed by our repairs and maintenance team.
• Major adaptations – more complex changes such as installing a stairlift or level-access shower. Your local authority is responsible for these and will arrange an assessment by an occupational therapist.

• Moving – in some cases, moving may be the best option. Our range of wellbeing homes are designed for people who need extra support.

We offer homes to people with disabilities who might need an adapted or purpose-built property. Our choose & move service is designed to match you with a home that suits your requirements. You will be asked to provide any relevant information when you register so we understand your needs.

You need to be a current whg customer – a tenant (or joint tenant), leaseholder or shared owner.   You will need to provide your email address, which you will use to sign in.   We will ask for your National Insurance number or your whg Account Reference number, and your date of birth and post code. This is so we can verify your identity.   Click here to sign up.

The quickest and easiest way to check your rent account is online. Sign up or sign in to get started.

Alternatively, you can ask for your latest rent statement by calling us on 0300 555 6666 (Monday-Friday 8am-6pm, Saturday 8am-1pm) or emailing enquiries@whgrp.co.uk (we usually respond within five working days).

If you have already signed up, you can ask for a password reminder here. This will be sent to the email address you use to log in. If you no longer have access to this email address, you will need to contact us.

You can use almost any device with a web browser, like a mobile phone, tablet, laptop or computer – so you can log in any time, from the comfort of your own sofa!   If you are using a computer or laptop, you can use recent versions of Chrome, Firefox, Edge or Safari web browsers. Internet Explorer is not supported.

Recent payments may take up to three days to appear in your account. It may also appear in arrears if you pay by direct debit but the latest payment has not yet been taken. You should also be making every effort to bring your account into one payment in advance, to be in line with your tenancy agreement. This will ensure that your account will never be in arrears as long as you are maintaining your regular payment.

If you have a communal outdoor space and pay a service charge for grounds maintenance, this will cover fortnightly grass cutting (April to October, monthly maintenance of flower beds with pruning in summer and winter, hard surface maintenance four times a year and leaf clearance from November to March. We will also pick up litter on every visit.

We are responsible for looking after trees in public open spaces on our land. Local councils are responsible for trees on their land. You are responsible for trees in your garden.

Communal areas up to and including the third floor in our high rise blocks are cleaned five days a week, from Monday to Friday. Communal areas above the third floor are cleaned weekly. If you live in a low rise block they are cleaned twice a week. Our wellbeing schemes are cleaned five days a week from Monday to Friday.

The schedule for grass cutting is based on 16 cuts between 1 April and 31 October each year. This is usually done every two weeks but can change due to adverse weather.

If you have an issue with parking on whg land you can contact us on 0300 555 666. If you are concerned about parking on a public road you will need to contact your local council.

You can help us to identify and prosecute offenders by reporting flytipping to either your local council or us on 0300 555 6666. If you live in Walsall you can report it to: flytipping@walsall.gov.uk or on 01922 653355.

Bin collections are the responsibility of your local authority. If your bin was missed you will need to contact them. If you have a communal bin which has not been collected because it is overflowing you can contact us.

If you are experiencing or have experienced domestic abuse, you may well be worried about staying at home with someone who is harming you. There is #NoExcuseForAbuse in any situation, no matter what pressures people are under. If you feel you are at risk of abuse, there is lots of help and support available – whatever your gender. In an emergency, always call 999 and press 55 if you are unable to talk. Find out more about how we can help you by checking out our domestic abuse policy here.

You are responsible for dealing with infestations caused by conditions in your home, such as rubbish or uncleanliness. This might include ants, fleas or bedbugs. Visit British Pest Control Association for guidance and details of local pest control specialists. We are responsible for infestations that are a result of external conditions. This might include squirrels in your loft, wasps or bees. Contact us to arrange a visit to your home. If we discover a pest infestation that you are not responsible for, we will arrange pest controllers and tackle the issues that have caused the infestation. If we determine that the pests are due to rubbish or uncleanliness in your home, we will ask you to arrange your own pest control. If we need to arrange pest control right away, this will be charged to you.

We are always investing in our homes to keep them in good repair. Our new contractors will help us carry out these works in a really effective and efficient way.

You may not get the same work done as your neighbour, as works vary from property to property according to age and condition. For example, dependent on condition we aim to replace kitchens every 20 years and bathrooms every 30.

If your house has been flagged as needing an upgrade, such as a new bathroom or kitchen, you will be contacted directly in advance of the works starting. You will not need to contact us in order to be considered for these upgrades.

We use fully approved contractors to carry out all repairs and we continuously monitor them to ensure a prompt, high quality and value for money service. You can report any defects within the first 12 months to your contractor’s customer liaison officer.

If you can’t see any properties to bid on this means there we have none available. Demand for our homes is exceptionally high. We only have a small number of properties available to rent each year and are prioritising those in greatest need. Homes will be shown here as soon as they are available to bid on. Applicants are advised not to contact us about housing availability as we are unable to indicate when properties will be advertised.

You can apply through choose & move. Homes are advertised on choose & move in the ‘browse homes’ section. If there are no homes displayed in this section there are no homes available for you to apply for. whg has a very high demand for homes. Waiting times depend on what band you are and what type of home you are looking for but can be at least a year, and in some cases much longer.

choose & move is a free online service where you can sign up to our housing waiting list and we advertise our affordable and social rented homes. To apply for a home, you must be eligible.  If eligible, you need to sign up and complete the registration process, so you can be put on the waiting list.

Head to chooseandmove.whg.uk.com and click on ‘check if you are eligible’.

To sign up to choose & move you must meet the eligibility criteria set out in our Allocations Policy. This is based on your right to rent and other information about your household, including your personal and financial circumstances. Currently we are not accepting any new applications for households that live outside of Walsall. This is due to significant levels of demand for our homes. Please contact your Local Authority for further advice and support.

There is no cost to join choose & move or to apply for available homes. However you should consider the costs involved in running a home, in case your application is successful.

The service is simple and quick to use, so it should only take around 15 minutes to complete your application and be placed on the waiting list for a home. We will need some documents from you before you can be offered a home, but you will be put on the waiting list as soon as you complete your application.

You will need:

• National Insurance numbers of everyone aged 16 and over who will be moving with you
• Dates of birth and details of any medical issues for everyone in your household and anyone who will be moving in with you
• Your rent account number, if you are already a whg customer
• Details of your current landlord, if you are renting a home elsewhere.

choose & move is simple and easy to use, so we encourage you to try it first. If you still need help, call us on 0300 555 6666, Option 0.

Once you have been placed in a band, you can see properties that may be suitable for you in choose & move’s ‘browse homes’ section. The advert will say what date you can apply until and gives you details to decide whether it might be right for you and your household. You can apply for as many homes as you like and withdraw your application if you change your mind. It is important you are sure that the home you have applied for is suitable for you as, if you refuse a home you are offered, you may have your application suspended. If you do not see any homes advertised this means there are no properties currently you are eligible for.

Demand for our homes is high, so you will not be offered a home straight away. It can sometimes take years to be offered a home. Waiting times depend on which band you are in and what type of home you are looking for. For more information, visit our choose & move page and read the FAQ ‘What is a band?’ You can also read our Housing options pack under publications on our website.

When an advert has closed our team works through all applications to shortlist them. This can take time, depending on how much needs to be done on the home. We know it can be an anxious time so, as soon as we have information, we update the ‘applications’ section of Myhub. If you are top of the list for a home you have applied for, we will contact you to talk about next steps. To ensure you don’t miss out on a home you love, make sure all your details are up to date and you have uploaded all necessary documents.

We currently advertise all our homes every Thursday. Each advert includes the date it closes or if it is a fast-track home. We occasionally release available homes on other days, depending on circumstances.

If you are homeless or at risk of homelessness, please contact your local authority in the first instance. If you are in the Walsall borough this will be Walsall Council, who will provide housing advice.

If this is your first tenancy, you will benefit from a series of helpful pre-tenancy videos available in the guidance section of choose & move. These videos will help prepare you for your new home and give helpful advice about renting with us. You will also need to attend an interview where we’ll talk about money management and finances, to see if you might need extra support from us.

We offer homes to people with disabilities who might need an adapted or purpose-built property. Our choose & move service is designed to match you with a home that suits your requirements. You will be asked to provide any relevant information when you register so we understand your needs.

If you do not meet the criteria, we offer various alternatives such as shared ownership or market rent homes. To find out more, call our friendly Customer Service Team on 0300 555 6666.

We allocate all our homes outside the Walsall area to the local authority where the property is located. You should register with the relevant local authority who will then refer you to whg for a home if applicable.

Before we can offer you a home, we will need some documents from you. We will tell you what you need to provide and you can upload them by computer or via ‘documents’ on your mobile phone. Examples are:

• Photo ID such as a driving licence
• For any children living with you, proof you are in receipt of Child Benefit, their passport or birth certificate
• Proof of right to rent
• Evidence from a medical specialist to support any health conditions on your application. We may ask for further documents, depending on the household circumstances.

We encourage applicants to provide/upload documents as soon as possible so it does not delay an offer of a home. We will tell you in the ‘documents’ section whether your documents have been approved or rejected.

choose & move, which has been designed in line with our Allocations Policy, automatically allocates you a band related to your circumstances. Unless a home is fast-tracked, properties are generally offered to those who have been waiting the longest within their band. Sometimes properties are not advertised on choose & move but offered directly to applicants. This may be if they have a very specific housing need, their move is critical due to their circumstances or the home has been allocated to the local authority to place someone in it. We advertise homes to different bands to ensure we meet the housing needs of people in a wide range of circumstances. To ensure you are offered a home when you are at the top of the shortlist, please give accurate information and supply the correct documents to confirm your circumstances.

A band is the category you are placed in after you have registered for a home with us. A band is calculated based on your current housing situation and the circumstances of you and your household. We will advertise our homes to each band in rotation to ensure everyone can apply for an affordable home. We will only advertise homes to you in ‘browse homes’ that you are eligible to apply for and we will put on the advert which band will be prioritised. If your circumstances change you must update your application immediately, as we may withdraw an offer of a home if your information is not accurate. We will ask for documents to support your application and cannot offer you a home if these are not received.

When you first sign up and are allocated a band, you will be given a band award date. This tells us where you are on the waiting list in the band you are given. Generally, people with the highest band award date will get shortlisted for homes they apply for. If updating your circumstances alters your band, you will have an updated band award date. Changing details that do not alter your band will not change your band award date.

Once you have completed or updated the ‘circumstances’ section on Myhub, you will be told your band straightaway and you can check this in ‘circumstances’ at any time.

In most cases the choose & move service does not work on a ‘first come, first served’ basis, unless a home is fast-tracked. If the applicant at the top of the list is not offered the home for any reason, it will be offered to the next person on the list. Although you may not be top, that does not mean you won’t be offered a home – but it will depend on the circumstances of those above you on the list. You can apply for a home at any time before the advert end date. However, unless it is a fast-track home, the final shortlist will only include those who have been on the waiting list the longest.

Once the advert for a home has closed, a shortlist will be created of applicants who may be offered it. We have to shortlist more than one applicant as, once the home is viewed, the applicant may decide it is not suitable. We will then work down the list until an applicant accepts the property and all their documents are approved.

This may happen for various reasons, as detailed in our Allocations Policy. If we need to suspend your application, we will contact you to explain why. Common reasons are:

• You supplied false information on your application to obtain a home fraudulently
• You refused a home offered to you based on information in the advert or which you could have found out before the property was offered – such as the home’s location and surroundings or its advertised features

• You are in breach of your current tenancy with whg or another landlord.

Yes. You can make changes to your details, including contact information, in your Myhub account by clicking on ‘main applicant/my details’. If the changes are about your circumstances, such as adding a household member or information that could influence the type of home you need, click on ‘circumstances’. Remember that changing your circumstances could affect what band you are in and, if so, you may be given a new band award date.

Yes. You can apply for as many homes as you like and withdraw your application while applications are being reviewed. We recommend you research the area that the home is in to ensure it is suitable for your household as, if you are shortlisted and refuse the property, this may affect your future applications.

Homes with four or more bedrooms are rarely available. We will contact applicants requiring such properties directly, based on how critical their housing need is and/or how long they have been on the waiting list.   If appropriate we will allow you to apply for homes that may be suitable for your need or improve your current circumstance due to the waiting times of larger homes.

These are homes we consider should be released on a ‘first come, first served’ basis. We will let you know which ones are fast-tracked so you can apply straightaway.

We work closely with local authorities to meet housing need in their areas. Some authorities specify that applicants must have a local connection to that community. The definition may differ between authorities but examples include having immediate family in the area or working/volunteering there. There may be exceptions to this in some cases but these will be governed by the local authority.

We ask that you have the money available to cover your first rent payment when you get the keys to your home. We will not accept cash at the sign-up appointment. You must make the full payment unless it has been discussed in advance and, due to extreme circumstances, we have approved for it to be spread over a longer period. You must tell us before the key handover day if you cannot make a full payment, to ensure the handover goes smoothly.

Before you move into one of our homes we may need to make sure you are fully supported to ensure your tenancy with us is successful. We may contact you to make an appointment (which may be in person or a video call) and let you know what you will need during this appointment. If a TSA is a requirement of the tenancy and you do not attend the appointment, we may withdraw our offer of a home.

We are not responsible for any belongings in your home. You need to ensure you have home contents insurance to protect you in case of fire, flood, theft, vandalism or burst pipes. We advise taking out cover through the Home Contents Insurance scheme we offer to all customers, or you can arrange cover yourself with another insurance provider.

whg colleagues cannot apply on your behalf but, when you sign up to choose & move, you can request for choose & move to automatically apply for homes on your behalf. When you sign up, make sure you or whoever is supporting you to register requests the system to auto apply. Just click on the ‘auto apply’ section and let us know why you want this service. One of our team will contact you to discuss next steps to ensure you don’t miss out on a home you love.

We aim to allocate a home to you as soon as we can. This means there may be someone still living in the property until their notice expires, or we may need to carry out repairs and refurbishments to bring it up to standard before letting you move in.

Go to chooseandmove.whg.uk.com and click ‘forgotten your password’. Enter the email address you used to sign up and you will be sent a link to reset your password. If you don’t know this email address, you will need to contact us.

Pay online

The quickest, easiest and safest way to check your rent account and make payments is online. Sign up or sign in to get started.

Direct debit

Easy and convenient, direct debit payments can be made weekly, fortnightly, four-weekly or every calendar month on a day of your choice.

Paying by direct debit means your rent is always paid on time and any changes are managed without the hassle of you having to visit your bank. The direct debit guarantee keeps payments secure and protects you in the rare event there is a mistake.

To set up a direct debit you need a bank, building society or credit union account. (If you do not have an account, our Money and bills team can help you set one up.)

Simply contact us to let us know you’d like to start paying by direct debit. It will then take up to 10 working days for us to take the first payment.

We can also set up a direct debit for you over the phone. Just call 0300 555 666 (Monday-Friday 8am-6pm).

We will then send you a rent statement every 13 weeks, but you can contact us to get a copy any other time.

Call us

Call us to make a payment over the phone on 0300 555 6666 (Monday-Friday 8am-6pm, Saturday 8am-1pm).

We are here to help you, so if you are having difficulty affording your rent, please get in touch as soon as possible – don’t wait for debt to build up. It will be a lot easier for us to support you if you tell us as soon as you think you may be in financial difficulty. We will discuss how we can help, and our money and bills team may be able to offer support.

Your rent payment is due in advance. It is important that you keep up to date with your rent, as it is part of your tenancy agreement. But if you are struggling to keep up with your payments, please get in touch with us straight away so we can discuss how we may be able to support you. Our priority is keeping you in your home, so we will do our best to work with you to resolve the situation.

The quickest and easiest way to check your rent account is online. Sign up or sign in to get started.

Alternatively, you can ask for your latest rent statement by calling us on 0300 555 6666 (Monday-Friday 8am-6pm, Saturday 8am-1pm) or emailing enquiries@whgrp.co.uk (we usually respond within five working days).

Recent payments may take up to three days to appear in your account. It may also appear in arrears if you pay by direct debit but the latest payment has not yet been taken. You should also be making every effort to bring your account into one payment in advance, to be in line with your tenancy agreement. This will ensure that your account will never be in arrears as long as you are maintaining your regular payment.

You should always report any repairs or other issues promptly. We will try and resolve the issue with you and inspect your property to work out the cause. If a repair is detected, it will be completed in accordance with our repairs policy. You can check appointment dates and find out more about any outstanding repairs using our online service. Or you can contact us by phone or email.

Sign up or sign in to manage your home online.

If you remain unhappy with the condition of your home and/or our service you can make a complaint through our formal complaints procedure. Please be assured that our internal complaints team will investigate your complaint independently. The complaints procedure is free of charge to you and we will work with you to put things right if we’ve got it wrong.

We have an expert team ready to help resolve the issue and any repairs we are responsible for will be carried out free of charge to you. This includes things like insect or mice infestations caused as a result of external conditions.

The quickest and easiest way to report a repair is using our online service.

Sign up or sign in to manage your home online.

We’ll ask you some quick questions about the problem so we have all the information we need to carry out the repair.

You will then be able to choose from our best available appointments and book your repair for a time that’s convenient to you.

You can also email us on enquiries@whgrp.co.uk (we usually respond within five working days), or you can call us on 0300 555 6666 (Monday-Friday, 8am-6pm, Saturday 8am-1pm).

Emergency repairs can be reported 24 hours a day on the same phone number.

When reporting a repair, you need to tell us your name, address, contact phone number, as much information as possible about the repair and how our repairs team will be able to get into your home.

Before booking a repair, please double-check it isn’t your responsibility to fix here.

Remember, if it is an emergency and there is immediate risk to safety, security or health, call us on 0300 555 666.

We are responsible for repairing your home’s structure and fixtures to keep the property in good condition. Click here to view a full list of responsibilities in our repairs guide.

You are required to keep your home in good decorative order and ensure fixtures and fittings are maintained so they do not cause a danger to anyone or damage the property. We do not charge you for items that break through normal wear and tear. But you will be charged for the cost of any repairs needed due to damage or neglect. Click here to view a full list of responsibilities in our repairs guide.

If you have booked your repair using your online account, you don’t need to do anything else. We will confirm your appointment by phone, text message or letter, and then we will see you on the day. Remember we don’t give appointment times for repairs in communal areas.

Although we will do our best to keep to your appointment, sometimes we may need to change it. For example, if we do not have the part needed for the repair.

A responsible adult must be in your home while the work is taking place.

If you need to make special arrangements (like booking a day off work), we recommend asking a family member or friend to help out.

If your repair worsens, get in touch as we may need to re-prioritise it.

You can use your online account to book your repair and choose from our best selection of available appointments. Otherwise, your repair will be scheduled for the next available appointment.

Click here to see the latest waiting times.

We offer these time slots for appointments:

• morning, 8am-2pm
• afternoon, 12-6pm
• all day, 8am-6pm
• late afternoon, 3-6pm
• avoiding the ‘school run’, 10am-2pm.

We attend emergency repairs within three hours to make it safe, and aim to complete the full repair within 24 hours.

On the day you must make sure we are able to get into your home so we can carry out the work. A responsible adult must be there to let us in and while work is being carried out.

Anyone we authorise to enter your home will carry identification. Always ask to see it before letting callers into your home and be aware there may be bogus callers operating in your area. If you have any concerns, call us on 0300 555 6666 to confirm they are who they say they are.

If we need to replace something in your home, where possible we will replace it with an identical or matching item.

You can cancel a repair online up to 24 hours before the appointment. Sign in your online account, press ‘Cancel’ and follow the instructions on screen. If you need to cancel on the day the repair is due to take place, you must call us on 0300 555 6666.

As your landlord, we are responsible for keeping your home in a good state of repair. Disrepair claims arise if we have failed to complete reported repairs that we are responsible to complete within a reasonable period of time.

You are entitled to take legal action against whg if you remain dissatisfied. You may be entitled to compensation. Your solicitor may take a percentage of this and will recover payment of some of your legal costs, but if you lose then you are likely to have to pay legal costs without receiving any compensation. To avoid confusion later, if you do seek legal advice please ensure you are fully aware of what you are signing up to – sometimes the process cannot be stopped even if you later change your mind. We cannot advise you as we are your landlord.  Citizens Advice can also provide independent legal guidance.

You can redecorate your home and carry out certain improvement work on it, but you need to check with us first before you make any changes. Examples of what we will and won’t give permission for can be found in our repairs policy. Find answers to more questions like this in our repairs guide.

If you have moved into one of our newly built homes, any faults or problems that need fixing within the first 12 months are known as defects. You need to report any such faults to us, so we can arrange for the developer to put them right.

Get out of your home, calmly warn your neighbours and call the free 24-hour national gas emergency number on 0800 111 999 (but make sure you are well away from the leak before using your mobile phone).  

We currently have a backlog of repairs caused by a national shortage of some building materials. In addition, labour shortages are making it difficult to recruit the skilled tradespeople we need to carry out repairs. COVID-19 restrictions last year also added to the backlog.

We understand how frustrating it is when appointments are cancelled, especially when you have waited a while or made special arrangements. We don’t want to waste anyone’s time and are pulling out all the stops to improve our service by:

• doing extra checks on our stores to make sure we have the right materials in stock
• appointing two new contractors so we can do more repairs each day
• teams working longer so we can see as many people as possible
• giving as much notice as possible when appointments need to be rescheduled.

We are responsible for maintaining any fence or gate we have provided. This includes any fence or gate which divides your garden from a public path or right of way. We also maintain fences and gates in communal areas.

Whilst we are responsible for defining the boundary between homes, you are responsible for any fence or gate that you have fitted yourself.

You are responsible for dealing with infestations caused by conditions in your home, such as rubbish or uncleanliness. This might include ants, fleas or bedbugs. Visit British Pest Control Association for guidance and details of local pest control specialists. We are responsible for infestations that are a result of external conditions. This might include squirrels in your loft, wasps or bees. Contact us to arrange a visit to your home. If we discover a pest infestation that you are not responsible for, we will arrange pest controllers and tackle the issues that have caused the infestation. If we determine that the pests are due to rubbish or uncleanliness in your home, we will ask you to arrange your own pest control. If we need to arrange pest control right away, this will be charged to you.

We are committed to sharing how customers are influencing and shaping our services. You can get the latest updates in Round Your Way or on our website.

Please get in touch and tell us how we can support you. We want to make sure our engagement activities are accessible for all customers.

As we want to give everyone the opportunity to share their voice, our menu of engagement activities is designed so you can get involved ‘on the go’. This might be a quick survey or poll but, if you have more time, you can take part in ‘customer voice’ activities at community events or workshops, in your home on a video call or with other customers in focus groups at our offices.

You can see our calendar of events, which provide all kinds of opportunities, here. Or, if you have any ideas for an activity in your community, please email us at customervoice@whgrp.co.uk

No, it is a voluntary position but we offer various incentives and cover expenses to ensure you are not left out of pocket. For example, we can support with childcare costs. Getting involved is also a great opportunity not just to influence services affecting you and your home, it is also a chance to get to know fellow whg customers, develop new skills and gain valuable experience to boost your job prospects.

As the leaseholder, you are responsible for keeping the home in good condition. You are responsible for the cost of repairs and maintenance of the home. For new-build homes, the building warranty will cover the cost of structural repairs in the first 10 or 12 years. If you buy a home through a shared ownership resale, any remaining period on the building warranty will transfer to you.

No. The initial share you buy will be between 25% and 75%. Over time you can increase your share of your home. You can usually buy additional shares up to 100% of the value of your home. However, some of our homes in rural areas or specifically for older people are restricted so you can only buy up to 75% or 80% of the property. This is to help keep sufficient affordable housing in the area.

You can sell your shared ownership home at any time. If you have less than a 100% share, you must inform us as we have the first option to buy back your home. If we can’t find a buyer for your home within a set period of time, you are able to sell your share on the open market through an estate agent. If you have a 100% share, you’re free to sell the home yourself on the open market.

No. Shared ownership does not mean you share the ownership of the property or have to live with another person.  You own a share of a property and the other share is owned by us, not another individual.

The initial share you buy will be between 25% and 75% of the full purchase price. The amount will be dependent on your circumstances, meaning it is not only affordable for you now, but in the future too.

Just like buying outright, there are extra costs when buying a home. Your purchase costs will include:

• A reservation fee of up to £300
• A home valuation
• Your deposit
• Any mortgage fees
• Your solicitor’s fees
• Stamp duty(where applicable)

When you register interest in a home, we will give you a ‘summary of costs’ document. This sets out the purchase costs, the monthly payments, and any future costs if you choose to buy more shares or sell the home.

You can buy a home through shared ownership if:

• Your household income is £80,000 a year or less
• You cannot afford all of the deposit and mortgage payments for a home that meets your needs

You don’t need to be a first time buyer, but you can’t own another home at the same time. If you already own a property you must have a sale agreed on it.

Shared ownership is a great way to get on the property ladder when you can’t afford, or can’t borrow enough, to buy outright. You buy a share of your home and then pay rent on the remaining share. Because you only need a mortgage for the share you are purchasing, you won’t need such a big deposit. Over time you can purchase more shares in your property until you own it all.