This document explains what whg will do to maintain and repair your home, as well as explaining what customers are responsible for and how you can work with us to ensure you receive the best service possible.
whg Repairs Guide
This document explains what whg will do to maintain and repair your home
PDF document – 0.34MB
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 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 provided by whg 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 put it into one of the four categories below. Each category has its own target response time so that you know what to expect from us.
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.
Certain repairs may be scheduled for a later date and carried out with other repairs in the area as part of our general maintenance programme.
An appointment time slot will be agreed for when we aim to arrive at your home to commence the repair. A responsible adult must be in the home while the work is taking place. We offer:
- morning appointments, 8am – 2pm
- afternoon appointments, 12 – 6pm
- all day appointments, 8am – 6pm
- late afternoon appointments, 3 – 6pm
- avoid school run, 10am – 2pm
Appointments will not be given for communal area repairs.
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