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.

Yes - 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.

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.

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. More information about which repairs whg customers are responsible for.

We are responsible for repairing the structure and fixtures provided by whg so that your home is kept in good condition. Click here for more information about which repairs whg are responsible for.

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. Emergency repairs 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. Non-emergency repairs If your repair is not considered an emergency it will be scheduled for the next available appointment. Programmed work 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. Appointment times 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.