Our standards

whg ensure that all of our properties are maintained in a good condition by:

providing you with a wide range of ways to report a repair
offering you an appointment for emergency, urgent and routine repairs
providing you with information on the repairs service in our leaflet: How to report a repair
involving customers in monitoring our performance
providing an out of hours service for emergency repairs
aiming to increase our planned programme of works in order to help reduce the need for responsive repairs
carrying out a gas service/safety inspection annually
ensuring that all engineers carrying out your gas service are Gas Safe registered.
carrying out electrical condition inspection every five years
ensuring that whg is NICEIC compliant

Download the whg Repairs Guide

Our Cyclical and Preventative Maintenance and Repairs Policies outlines our responsibilities and obligations of carrying out maintenance to our homes.

Repairs Guide

Whilst whg will carry out certain repairs to your home, there are also some types of repair that you are responsible for.

whg repair responsibilities

We are responsible for repairing the structure and the fixtures provided by whg so that your home is kept in good condition.
This includes:

drains, gutters and external pipes
roofs
outside walls, outside doors, window sills, window catches and window frames including external painting and decorating (carried out as part or our planned maintenance programme)
panels of slatted timber in airing cupboards, internal walls, floors and ceilings, doors and door frames, door hinges and skirting boards – but not internal painting and decorating
chimneys, chimney stacks and flues
main pathways and steps
major internal plasterwork
integral garages and stores
boundary walls and fences if supplied by whg.

For a full list of repairs whg are responsible for, see our Repairs Guide.

Installations
We will keep any installations provided by us in good repair and proper working order.
This includes:

basins, sinks, baths, toilets, flushing systems and waste pipes
electric wiring including sockets and switches, gas pipes and water pipes
wall tiling around bath and wash basin
water heaters, fireplaces, fitted fires and central heating.

Communal facilities

In blocks of flats and maisonettes, we will take reasonable care to keep the common entrance, halls, stairways, lifts, passageways, rubbish chutes and any other common parts in a reasonable state of repair and decoration.

whg customer repair responsibilities

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.

In addition you are also responsible for:

plugs and chains for baths and sinks
tap washers (except where the stopcock is not in your home)
WC seat
repairs to fitted cupboards and wardrobes
garden gates and fencing not supplied by whg
garage door padlock
internal decorations including minor plasterwork
up-and-over garage doors not supplied by whg
paths and patios (not including the main entrance path)
ensuring tumble dryers are vented to avoid condensation

If you have been provided with any special facilities for someone with disabilities, you should contact us as soon as there is a change in circumstances which affects their use.

For a full list of repairs whg customers are responsible for, see our Repairs Guide.

Charging for repairs

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 by you, anyone living with you, or your visitors.