We have an expert team ready to help resolve the issue and any repairs we are responsible for will be carried out free of charge to you. This includes things like insect or mice infestations caused as a result of external conditions.

The quickest and easiest way to report a repair is using our online service.

Sign up or sign in to manage your home online.

We’ll ask you some quick questions about the problem so we have all the information we need to carry out the repair.

You will then be able to choose from our best available appointments and book your repair for a time that’s convenient to you.

You can also email us on enquiries@whgrp.co.uk (we usually respond within five working days), or you can call us on 0300 555 6666 (Monday-Friday, 8am-6pm).

Emergency repairs can be reported 24 hours a day on the same phone number.

When reporting a repair, you need to tell us your name, address, contact phone number, as much information as possible about the repair and how our repairs team will be able to get into your home.

Before booking a repair, please double-check it isn’t your responsibility to fix here.

Remember, if it is an emergency and there is immediate risk to safety, security or health, call us on 0300 555 666.

We are responsible for repairing your home’s structure and fixtures to keep the property in good condition. Click here to view a full list of responsibilities in our repairs guide.

You are required to keep your home in good decorative order and ensure fixtures and fittings are maintained so they do not cause a danger to anyone or damage the property. We do not charge you for items that break through normal wear and tear. But you will be charged for the cost of any repairs needed due to damage or neglect. Click here to view a full list of responsibilities in our repairs guide.

If you have booked your repair using your online account, you don’t need to do anything else. We will confirm your appointment by phone, text message or letter, and then we will see you on the day. Remember we don’t give appointment times for repairs in communal areas.

Although we will do our best to keep to your appointment, sometimes we may need to change it. For example, if we do not have the part needed for the repair.

A responsible adult must be in your home while the work is taking place.

If you need to make special arrangements (like booking a day off work), we recommend asking a family member or friend to help out.

If your repair worsens, get in touch as we may need to re-prioritise it.

You can use your online account to book your repair and choose from our best selection of available appointments. Otherwise, your repair will be scheduled for the next available appointment. Click here to see the latest waiting times. We offer these time slots for appointments:

• morning, 8am-2pm
• afternoon, 12-6pm
• all day, 8am-6pm
• late afternoon, 3-6pm
• avoiding the ‘school run’, 10am-2pm.

If you report an emergency repair, we will attend the same day to make it safe and aim to complete the full repair within 24 hours.

You can cancel a repair online up to 24 hours before the appointment. Sign in your online account, press ‘Cancel’ and follow the instructions on screen. If you need to cancel on the day the repair is due to take place, you must call us on 0300 555 6666.

Get out of your home, calmly warn your neighbours and call the free 24-hour national gas emergency number on 0800 111 999 (but make sure you are well away from the leak before using your mobile phone).  

As your landlord, we are responsible for keeping your home in a good state of repair. Disrepair claims arise if we have failed to complete reported repairs that we are responsible to complete within a reasonable period of time.

You should always report any repairs or other issues promptly. We will try and resolve the issue with you and inspect your property to work out the cause. If a repair is detected, it will be completed in accordance with our repairs policy. You can check appointment dates and find out more about any outstanding repairs using our online service. Or you can contact us by phone or email.

Sign up or sign in to manage your home online.

If you remain unhappy with the condition of your home and/or our service you can make a complaint through our formal complaints procedure. Please be assured that our internal complaints team will investigate your complaint independently. The complaints procedure is free of charge to you and we will work with you to put things right if we’ve got it wrong.

• You can contact the Housing Ombudsman Service at any point during the complaints process. It cannot investigate your complaint whilst it is going through our complaints procedure, however they may be able to help us in reaching a resolution.
• You can contact the Housing Ombudsman Service via telephone on 0300 111 3000, email at info@housing-ombudsman.org.uk, their website at www.housing-ombudsman.org.uk or via post to; Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ).

You are entitled to take legal action against whg if you remain dissatisfied. You may be entitled to compensation. Your solicitor may take a percentage of this and will recover payment of some of your legal costs, but if you lose then you are likely to have to pay legal costs without receiving any compensation. To avoid confusion later, if you do seek legal advice please ensure you are fully aware of what you are signing up to – sometimes the process cannot be stopped even if you later change your mind. We cannot advise you as we are your landlord.  Citizens Advice can also provide independent legal guidance.