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Everything you need to know about delayed repairs

Our repairs service is taking longer than usual and it’s important we explain why.

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Last Updated: 27/09/2021
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What does your NIO (Neighbourhood Impact Officer) do?

Your NIO is here to answer any questions you might have about our neighbourhood services and will carry out specific checks and tasks to improve the environment and ensure the smooth running of your block. They will:

• Carry out rubbish chute checks and clear any blockages
• Deal with litter, bin room and spillages
• Ensure the large Euro bins are rotated and prepared for council collection
• Manage building access including fob management, access for utility companies and high-rise block safety issues
• Report incidents of anti-social behaviour
• Maintain fire and communal signage
• Manage communal areas including fire risk actions and access to meter cupboards.
• Make adjustments to timer lights as necessary
• Monitor the performance of cleaning and grounds maintenance contractors
• Act as a point of liaison for customers between partner agencies and other whg teams.

NIOs visit high rise blocks daily Monday to Friday. Low rise blocks receive a fortnightly visit.

Most of our blocks have notice boards where information on NIO visits and our service standards are displayed.

NIOs provide a friendly service that is aimed at supporting customers to live in a clean and safe enviroment. Please come and see us or contact us if you need our help or support.

We carry out a range of services to ensure that the communal areas in and around your blocks are maintained to the high standards that customers expect. We will:

• Visit and report rubbish left on whg land or property within two working days (one day for high-rise blocks) and will remove small amounts of rubbish within one working day.
• Record and report any issues with cleaning or grounds maintenance to the relevant team within one working day.
• Respond and remove any drug-related equipment within one working day.
• Visit complaints of graffiti within one working day and try and remove it within two working days.
• Undertake minor repairs to communal areas. Once identified, these will be carried out in five working days. Any repairs that we are unable to rectify will be passed to the appropriate team for further action.

To contact your NIO between block visits or to request additional assistance, please contact whg.

Important information

whg insist that no items of any kind are to be kept in communal areas, including meter or service cupboards.

• Any items found in these areas will be removed.
• whg will not be held liable for replacement or compensation for any items removed/ disposed of from these communal areas.
• You will be charged for the removal and disposal of items.

Fly-tipping

Your local council will likely have a bulky item collection service. If you have contacted your local council to remove bulky items which have been left outside your home, please make us aware to avoid confusion with fly-tipping.
whg is working hard to reduce the nuisance of fly-tipping in our neighbourhoods. Fly tipping is an environmental crime. If you have any information that may assist us in reducing fly-tipping, please contact us.

Need to speak to an NIO or request their assistance?

Get in touch with us and we will help

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