How can we help you?
How much is my rent going up by in April 2022?
Why are you increasing my rent?
What will you spend the extra rent on?
When does the new rent start?
How have you calculated the rent increase?
What happens if I don’t pay the rent increase?
I pay a service charge. Will that also increase?
Where can I get money advice due to the rent increase?
I claim Universal Credit. Do I need to do anything about the rent increasing?
I claim housing benefit. Do I need to do anything about the rent increase?
Do I have to change my direct debit mandate with my bank due to the rent increase?
Standing orders and the rent increase.
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 to access the form.
What happens when I make a complaint?
- Informal expression of dissatisfaction (EOD) – We will contact you to discuss your concerns and aim to resolve your complaint within 3 working days.
- 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.
- 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. If we agree to review your complaint, we will aim to respond to you in writing within 15 working days.
- Panel stage – if you are still dissatisfied, you can request a panel review. We will ask you to provide additional information to support your request. If we agree to escalate your complaint to panel you will be invited to attend a meeting with a member of our senior leadership team, plus two Board or committee members.
- You can contact the Housing Ombudsman for advice at any stage of your complaint by calling 0300 111 3000 or emailing info@housing-ombudsman.org.uk.
I have been through the complaints process and I am still unhappy, what can I do now?
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?
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 can I do if I’m experiencing domestic abuse?
Who should I tell about pest problems?
If you notice a pest problem in your home or in a communal area – like rodent infestation or a wasp nest – please contact us or report it to your Community Housing Officer.
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 long will I be waiting for a whg home?
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?
I’ve made a payment so why does my online account say I am in rent arrears?
How do I book a repair?
The quickest and easiest way to report a repair is using our online service.
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.
Sign up or sign in to manage your home online.
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?
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.
You can use your online account to report your repair and choose from our best selection of appointments. Otherwise, your repair will be scheduled for the next available appointment.
We attend emergency repairs within three hours to make it safe, and aim to complete the full repair within 24 hours.
If this isn’t possible, it will be scheduled for the next available appointment.What happens on the day of my repair appointment?
How do I cancel a repair appointment?
Can I redecorate or make alterations to my home?
What do I do if I find faults in my new-build home?
What can I do about damp and condensation in my home?
- open windows or switch on extractor fans when bathing, cooking, washing up or doing the laundry
- dry wet clothes outside or in a room with the window open
- keep your home heated to a comfortable temperature.
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.
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.
Who should I tell about pest problems?
If you notice a pest problem in your home or in a communal area – like rodent infestation or a wasp nest – please contact us or report it to your Community Housing Officer.