How can we help you?

Who is responsible for landlord health and safety at whg?
How often do you carry out building safety checks on my block?
- Visits by the Neighbourhood Impact Officers
- Quarterly communal fire door and annual flat entrance door inspections
- Fire alarms, lifts and emergency lighting.
I live in a block. What should I do if there is a fire?
- 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.
What does “stay put stay safe” mean?
What are my responsibilities regarding fire safety?
How do I check my fire door?
- 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.
What do I do if I think a fire door is damaged?
Why are fire doors important?
Why are you increasing my rent?
When does the new rent start?
How have you calculated my rent increase?
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.
What if I can’t afford the rent increase?
I pay a service charge. Will it increase?
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.
I claim Universal Credit. Do I need to do anything?
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.
I claim Housing Benefit. Do I need to do anything?
I am on benefits. How will this affect me?
Do I have to change my Direct Debit?
Do I have to change my standing order?
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.
How do you spend my rent?
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.
Why is my rent more than my neighbours?
What happens if I don’t pay the rent increase?
What are you doing about delays to repairs?
How can I get a rent statement?
What should I do if I discover damp or mould?
What can I do to get rid of damp and mould?
How do I know if my mould is due to condensation or damp?
How can I reduce the amount of condensation in my home?
What causes condensation?
What is the best way to ventilate my home?
What happens when I make a complaint?
- 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.
I have been through the complaints process and I am still unhappy, what can I do now?
- 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).
How do I give feedback or make a complaint?
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.
Why are you changing the customer services opening hours?
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.What do I do if I need a handrail or other changes in my home?
- 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.
I am disabled. Do you have homes that suit my needs?
What details do I need to sign up to manage my home online?
How can I check my rent account?
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).
I can’t log in to my online account. What should I do?
What devices can I use to access my online account?
I’ve made a payment so why does my online account say I am in rent arrears?
What grounds maintenance services can I expect to receive as part of my tenancy?
Who is responsible for maintaining trees?
How often is my block cleaned?
How often is the communal grass cut?
Who do I talk to about a problem with parking?
Who do I report flytipping to?
My bin hasn’t been collected. Who do I report it to?
What can I do if I’m experiencing domestic abuse?
Who should I tell about pest problems?
Why are you carrying out investment works?
My neighbour is having improvement work done. Why aren’t I?
When will I find out if my home is due for planned investment works?
What do I do if I am unhappy with the work carried out by my contractor?
Why can’t I see any properties available to bid on?
How do I apply for a whg home?
What is choose & move?
How do I access choose & move?
Who can join the choose and move waiting list?
Is there a cost to register for choose & move?
How long will it take me to sign up to choose & move?
What will I need to sign up to choose & move?
- 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.
What if I need help registering for the choose & move service?
Once I’m registered with choose & move and see a home I like, how do I apply for it?
Can I get a whg home straight away? If not, how long will I be waiting?
How will I be updated on the progress of my application for a home?
When are new homes added to choose & move?
I’m homeless. Can I apply for a property with you?
This is my first home. What do I need to know?
I am disabled. Do you have homes that suit my needs?
I am not eligible for the choose & move service. What can I do?
I’m interested in your properties outside Walsall. How do I register my interest?
Before I can move into a whg home, what documents do I need to send and how?
- 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.
How do I know that my application for a home will be treated fairly?
What is a band award?
What is a band award date?
How will I know what band I’m in?
Why did I not get a home, even though I applied before other applicants?
What is a shortlist and why is it important to my application?
Why has my application been suspended or cancelled?
- 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
Can I make changes to my details on choose & move?
Can I change my mind about a home I have applied for?
Why do I never see larger homes advertised?
What is a fast-track home?
What is a local connection?
What is Rent in Advance?
What is a Tenancy Sustainability Assessment (TSA)?
Do I need home contents insurance if I rent a whg home?
Once registered, can I apply for a home if I don’t have access to the internet?
Why can it take a little longer to move in after I have been offered a home?
I have forgotten my choose & move log in details. What can I do?
How do I make a payment?
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).
I’m struggling to pay my rent. What should I do?
What happens if I go into arrears?
How can I check my rent account?
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).
I’ve made a payment so why does my online account say I am in rent arrears?
What should I do if I am unhappy about the condition of my home?
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.
How do I book a repair?
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.
What repairs are whg responsible for?
What repairs am I responsible for?
What happens after I book a repair?
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.When will my repair be completed?
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.
What happens on the day of my repair appointment?
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.
How do I cancel a repair appointment?
What is a disrepair claim?
Can I bring legal action against whg if I am dissatisfied with your service?
Can I redecorate or make alterations to my home?
What do I do if I find faults in my new-build home?
What should I do if I think there is a gas leak?
Why is it taking so long to complete repairs?
What are you doing to fix the delay on repairs?
- 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.
Who maintains fences and gates?
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.