Recent payments may take up to three days to appear in your account. Your account may also show as in arrears if you pay by direct debit and the payment has not yet been taken.
If you have moved into a new build home, any faults or problems that require fixing within the first twelve months are known as defects. Although any defects will be corrected by the developer of your new home, you need to report these to whg who will arrange for the work to take place.
You can use My whg to cancel repair appointments.
You can cancel a repair up to 24 hours before it is due to take place. If you need to cancel a repair on the day it is due to take place, you must call us on 0300 555 6666.
To cancel an appointment, log in to My whg and browse to the My Repairs page. Press the Cancel button and follow the instructions on screen.
You will easily be able to tell us exactly what repairs are needed using our simple step-by-step tool.
If the repair is whg’s responsibility, we will be in touch within one working day to book in your repair appointment at a time that suits you. Your repair is not booked in until this is confirmed.
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.
We are responsible for repairing the structure and fixtures so that your home is kept in good condition.
When you report the need for a repair and we agree that it is our responsibility, we will be in touch to make an appointment.
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.
If your repair is not considered an emergency it will be scheduled for the next available appointment.
We’ll make an appointment with you to carry out the repair. We offer this range of time slots:
- morning appointments, 8am – 2pm
- afternoon appointments, 12 – 6pm
- all day appointments, 8am – 6pm
- late afternoon appointments, 3 – 6pm
- avoid school run, 10am – 2pm
A responsible adult must be in the home while the work is taking place.
We don’t make appointments for communal area repairs.
There are several ways to report a repair.
You can report your repair by accessing www.whg.uk.com but please have available: your name, address and contact telephone number as much information about the repair as possible how our repairs team can gain access to your home
To register and create your online account on mywhg portal please access www.whg.uk.com
Call our customer contact centre on 0300 555 6666 and our opening hours are 8am – 6pm Monday – Friday and 8am – 1pm Saturday.
(Emergency repairs can be reported 24 hours a day using the same telephone number.)
Contact us via email: firstname.lastname@example.org and we usually respond to your email within 5 working days.
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.
To register with My whg, you should be over 18 and meet UK residence requirements.
If you are aged 16-18 you can still register with us if you have been nominated by Walsall Council, have a priority need, or are a support worker. You must have someone who has agreed to offer a rent guarantee.
We will ask you to provide proof of identity and proof of your current address.
My whg runs on a new system with lots of extra features which will enable you to manage more of your tenancy and home online than ever before. This means you will need to re-register if you already had an online account before August 2018.
whg is not responsible for any belongings in your property and has no insurable interest to your contents. You are responsible for ensuring that you have home contents insurance in place, for all perils, which include fire, flood, theft, vandalism and burst pipes. It is advisable to take out cover through the Home Contents Insurance scheme that whg offers to all customers or alternatively arrange cover yourself with another insurance provider.
There is no cost to join choose & move, and there are no costs involved in ‘bidding’.
However, you should give some thought to the costs involved in running a home should your application be successful.
The Right to Buy and Right to Acquire are government schemes which allow most tenants of social landlords to purchase their property at a discounted price.
Most of our customers will have a legal right to apply to purchase their property from us, at a discounted price, through one of these schemes.
Applying for a home to rent with whg is known as ‘bidding’. There are no costs involved in bidding.
You can bid online through choose & move
You can only bid for homes you are eligible to apply for. Some exceptions may include homes with age restrictions. These will be clearly marked and your bids will not be accepted if you do not meet the criteria.
You are limited to three bids per week.
Bidding opens at 9am each Thursday and closes at midnight each Tuesday.
Due to the way our homes are allocated, it is difficult to say exactly how long you will have to wait to be offered a home as this depends on what homes become available.
The waiting times are often different for each location and for different kinds of property.
Waiting times are difficult to predict. They can be affected by the type of home you are applying for, or the area you wish to live in. If you have a need for a larger home such a four bedroom you could be waiting a significant amount of time depending on the area you are looking for and what becomes available.
Fast track homes
Sometimes we have a property that is ready or almost ready to let but we have not managed to find a new tenant.
Because we need to find someone quickly, we sometimes make these properties available to applicants who might not otherwise be eligible. We call these fast track homes.
If you need a home urgently and you have an open mind about where you want to live, you should regularly check to see if we have any fast track homes available.Read more
If this is your first tenancy you will be asked to attend one of our pre-tenancy workshop sessions.
This will help to prepare you for your new home and give helpful advice about renting with whg. This is compulsory – you will not be offered a home until you have completed the workshop.
You will also be asked to attend an interview where we’ll talk about money management and finances to see if you might need any additional support from us. This is also compulsory.
There are two steps you must complete before you can start applying for whg homes using choose & move.
Once these are complete and your registration has been confirmed, you will be able to log in and begin bidding for homes.
For a step-by-step guide to registering for the first time, click the button below.Click here
A band is the category you are placed in when you have a live application with us. Bands are calculated based on your current housing situation and the circumstances of you and your household. We will advertise homes to each band in line with our Allocations Policy so that all bands get the opportunity to apply for a whg home.
If you do have a change in circumstance you will need to update your application immediately to tell us as an offer of a home can be withdrawn if your information is not accurate.
We will request documents to support your application and will be unable to offer you a home if documents requested are not received.
If you live in Walsall and are currently housed with another registered social housing provider you will automatically be placed in our bronze band. This is because in the first instance you need to contact your current landlord to tell them that you have a need to move due to your circumstances. If a landlord cannot accommodate you, they can contact us directly to see if we can support in any way. Please ensure you contact your current landlord in the first instance.Read more
When the air gets colder it cannot hold all the moisture, and tiny drops of water appear. This is called condensation. You may notice condensation when you see your breath on a cold day or when the mirror mists over when you have a shower.
Condensation happens more in rooms where there is a lot of moisture, such as bathrooms and kitchens.
For more help on this, click here.
If you are currently experiencing or have experienced domestic abuse you might be worried about staying at home with someone who is harming you. There is #NoExcuseForAbuse in any situation, no matter what stresses people are under.
For anyone who feels they are at risk of abuse, it is important to remember that there is help and support available to you, whatever your gender. Remember, in an emergency always call 999 and press 55 if you are unable to talk.
You can find our domestic abuse policy here.
You can access My whg from a number of devices, including PCs, laptops, mobile phones and tablets. Which is great news – you can log in from the comfort of your sofa!
If you are logging in from a PC (computer) or laptop, we recommend that you use the Google Chrome web browser. If you are using an older program like Internet Explorer, you might find that some parts of My whg don’t work as expected. Google Chrome is free to download and use.
If you buy using the shared ownership scheme, you can buy a share between 25% and 75% to begin with. You can purchase a bigger share later on if you wish – up to a maximum of 75%. The more of your home you own, the less rent there is to pay – and no rent if you buy 75%.
If you are looking to ‘right size’ your home, shared ownership can be an effective way to free up equity from an existing property, leaving you with more time and money to spend on the things you enjoy in life.
The combined monthly mortgage and rent payments of shared ownership usually work out cheaper than buying outright, and they are often less than renting a similar property privately.
Just like buying outright there are costs involved in buying a shared ownership home. In addition to your deposit you will need to cover solicitors’ fees and you should also consider the other costs of moving home.
In addition to any mortgage and rent payments, there is also a mandatory service charge.
Service charge: £109.05 per month
This covers: communal lighting; cleaning and caretaking; security, door entry and fire alarm systems; grounds maintenance and lifts; building insurance; sinking fund; leasehold costs.
Research suggests that the average cost of maintaining an older home could be between £3,000 and £5,000 annually, depending on the age and size of the property.
This means that you may make a significant saving compared to the costs associated with maintaining your existing home.
You can sell your share whenever suits you. When you are ready to sell please contact us on: 0300 555 6666 and we can advise you what to do next.
As the purchaser you will be responsible for all maintenance and repairs to your home. One advantage of new build homes is that maintenance should be required less frequently than with an older home.
Maintenance and repairs to communal areas are covered by the service charge. This includes: communal lighting; cleaning and caretaking; security, door entry and fire alarm systems; grounds maintenance and lifts; building insurance; sinking fund; leasehold costs.
As our lifestyles change in later life, people often think about the most effective ways of managing their home and money in order to do more of the things they enjoy.
For example, you may wish to free up funds so you can do more with your spare time – like travelling or spending time with family.
Some people prefer the idea of spending less time and money on the upkeep of a smaller home when compared to a bigger property – perhaps after children have left home and the space is no longer needed. It may be that you’d just like a home with no stairs to climb!
Or if you are thinking about retirement, you may wish to re-evaluate your financial obligations by moving to a smaller home and reducing or paying off your mortgage.
Whilst the apartments are self-contained with their own front doors, Swallow Place features a modern communal area with a friendly atmosphere, which is ideal for those who enjoy a more social lifestyle.
Yes. You will be able to apply for as many homes as you like and withdraw your application whilst the applications are being reviewed. However, if you do make the shortlist and you refuse the home, this may impact your future applications going forward.
Demand for our homes is high and therefore it is unlikely you will move in to a new home straight away. If there is a critical need for a home, you may move quickly. Waiting times will also depend on what band you are and what type of home you are looking for. For more information please read on to ‘what is a band?’
Yes. You can make changes to your details including contact details in your Myhub account. Just click on the main applicant/my details to make these changes. If the changes you need to make are about your circumstances such as adding a household member or telling us information that could impact the home you need, you will need to do this by updating your circumstances which you can access in “circumstances”. Please be aware that changing your circumstances could affect what band you are in and if your band changes this could result in a new band award date.
If you have had a go at signing up but you need our support, don’t worry we are here to help! You can call our friendly Customer Service Team on 0300 555 6666 who can either help you there and then or direct you to the right place.
Once you have been placed in a band you are able to see homes available that may be suitable for you. These will be in “available homes” in choose & move. If you see a home you like and want to live in you can apply for that home. The advert will let you know the date you can apply until and all the information you need to know to decide whether it is the right home for you and your household. You are able to apply for as many homes as you like however if you are offered a home and you refuse this home you may have your application suspended. You are able to withdraw your home application if you change your mind.
choose & move has been designed in line with our Allocations Policy and will automatically give you a band as a result of your current circumstances. Unless a home is fast tracked, generally homes will be offered to those who have been waiting the longest within their band who have applied for the advertised home. There will be times where homes are not advertised on choose & move and offered directly to applicants. This may be the case if an applicant has a very specific housing need, their move is critical due to their current circumstances or the home has been allocated to the Local Council to place someone in. We will advertise homes to different bands to ensure we meet the housing need for a broad range of circumstances in the community. In order to ensure a home is offered to you when you are at the top of the shortlist, please ensure all of your information is accurate and you have supplied the correct documents to support your circumstances.
The service is simple and quick to use. It should take around 15 minutes to complete the application and be placed on the waiting list for a home. We will need some documents from you to be offered a home but you will be placed on the waiting list as soon as you complete your application.
We will keep you updated in the “applications” section of myhub. As soon as the advert has closed our teams will be working through all of the applications to see who will be shortlisted. We know it can be a concerning time so as soon as we have information we will update the applications in the “applications” section of Myhub. If you are top of the list on a home you have applied for, you will be contacted by a member of the team to talk to you about next steps. To ensure you don’t miss out on a home you love, make sure all of your details are up to date and you have uploaded all documents needed.
Once you have completed or updated “circumstances” on MyHub, you will be advised of your band straight away. You can access this for reference in “circumstances” any time. To make any changes you can do this by updating my circumstances in the circumstances section.
If you do not meet the criteria of the choose & move service then whg do offer a number of alternatives such as Shared Ownership or our Market Rent homes. To find out more information on these please call our friendly Customer Service Team on 0300 555 6666.
You can go onto the choose and move home page chooseandmove.whg.uk.com, type your email address in and click “Forgotten Password”. You will receive a link to enable you to reset your password.
Homes with four or more bedrooms have very limited availability. Due to this whg will contact applicants with this requirement 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.
If you are homeless or threatened with homelessness, please contact your local authority in the first instance. If you are in Walsall Borough, this is Walsall Council who will give you further advice. They will then provide a referral and help us to assess your needs.
We allocate all of our homes outside of the Walsall area to the Local Authority where the home is located. If you are interested in any of our homes outside of Walsall, you should register with the relevant Local Authority who will refer you to whg for a home if applicable.
whg colleagues are unable to place an application on your behalf, however when you sign up to choose & move you can request for choose & move to 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. To do this you just need to click in to the “auto apply” section of the service and let us know why you want this applied on. One of the team will contact you to discuss the next steps to ensure you don’t miss out on a home you love.
Before we can offer you a home we will need some documents from you. We will make sure we tell you what documents you need to provide which can be uploaded via a computer or your mobile device in “documents”. Examples of what we will need are:
- Photo ID such as Driving licence
- For any children living with you, proof that 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 medical conditions on the application We may request further documentation depending on the household circumstances.
We would encourage applicants to provide/upload documents at the earliest opportunity to ensure it does not prevent you being offered a home. We will tell you in the “documents” section whether your documents have been approved or rejected.
The service is simple and easy to use and we’d encourage you to try it first. If you still require help of course we are here for you and you can contact the choose & move team by calling 0300 555 6666, Option 0
We ask every applicant that they have the funds available to pay their first rent payment at the point where they get the keys to their home. We will not accept cash at the sign up appointment. Applicants must pay a full payment unless it has been discussed in advance and whg have approved due to extreme circumstances for this payment to be spread over a longer period. You must let whg know prior to the day of key handover if you are unable to pay a full payment to ensure the key handover can go ahead smoothly.
When you first sign up and get allocated a band you are given a band award date. This tells us where you will be on the waiting list in the band you are given. Generally when applying for homes, the applicants who have the highest band award date will get shortlisted for that home. If you change your circumstances which results in your band changing, you will have an updated band award date. Changing details that do not change your band will not change your band award date.
Band is the category you are placed in when you have a live application with us. Bands are calculated based on your current housing situation and the circumstances of you and your household. We will advertise homes to each band in line with our Allocations Policy so that all bands get the opportunity to apply for a whg home. If you do have a change in circumstance you will need to update your application immediately to tell us as an offer of a home can be withdrawn if your information is not accurate. We will request documents to support your application and will be unable to offer you a home if documents requested are not received.
Once the advert for a home has closed a shortlist will be created. This will be a number of applicants who may be offered the home. We have to make sure we shortlist more than one applicant as once the home is viewed it may not be suitable for the applicants housing need. In cases such as this we will work down the list until there is an applicant that accepts the home and all of their documents have been approved.
choose & move is our free online service that enables people to sign up to our housing waiting list and advertises our affordable and social rented homes. In order to be able to apply for a home you must first be eligible. If eligible you will need to sign up and complete the registration process where you will be placed on to a waiting list.
These are homes that whg consider should be released on a first come first serve basis. When homes are realised we will let you know which ones are fast tracked so you can apply straight away.
We work closely with Local Authorities to meet the housing need in their community. One criteria that some Local Authorities may have is that the applicant must have a local connection to that community. Each Local Authority may have different definitions of local connection but examples may be the applicant must have immediate family in the area or work/volunteer there. There may be an exception to this in some cases however this must be governed by the Local Authority.
Before you move in to a home we need to make sure you are fully supported to ensure your tenancy with whg is successful. We will contact you to make an appointment with you and will let you know what you will need during this appointment. If it is deemed that a TSA is a requirement of the tenancy and you do not attend the appointment (which may be in person or video call) this may result in an offer of a home being withdrawn.
You will need:
- National Insurance numbers of everyone 16 and over in your household
- Everyone on your households date of birth and details of any medical diagnosis
- If you are a whg tenant you will need your rent account number
- You will need the details of your current landlord if you are renting a home elsewhere
Currently we advertise all of our homes on a Thursday each week. We will tell you on each advert the date the advert closes or if they are a fast track home. We may from time to time release available homes on other days depending on the circumstances.
In order to sign up to choose & move you must meet the criteria set out in our Allocations Policy, this is referred to as eligibility. This criteria is based on your right to rent and other information about household including your personal and financial circumstances.
We aim to have a property allocated to a customer as soon we can . This means that there might be someone still living in the property until their notice expires or we may need to carry out repairs and refurbishments to the property to get it to our standard before allow someone to move in to it.
In the majority of cases the choose and move system is not 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 then it will be offered to the next person on the list. Although you may not be top it 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 anytime whilst before the advert end date however the final shortlist will only look at who has been waiting the longest on the waiting list unless it is a fast track home.
There are a number of reasons that an application may be suspended/cancelled which are detailed in the Allocations Policy. If we do need to suspend your application we will notify you to let you know why. Common reasons an application may be suspended/cancelled are:
- You have supplied false information on your application to obtain a home fraudulently
- You have refused a home offered to you based on information that was either in the advert or you could have found out prior to the home being offered. Examples of this are: Location of the home and it’s surroundings and/or features of the home that were advertised.
- You are in breach of your current tenancy with whg or another landlord
We offer homes to customers 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 needs. You will be asked to provide any relevant information when you register so that we are aware of your needs.
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