Universal Credit is a modern benefits system for people in work, looking for work or unable to work. It brings together six older benefits and helps make sure you’re getting the financial support you are entitled to in one place.

On Universal Credit, most people will be entitled to at least the same amount they received from their existing benefits, or more. You can use an independent benefits calculator to estimate how much you could get on Universal Credit. If the amount you are entitled to on your existing benefits is more than you will get on Universal Credit, where eligible you will receive an additional amount to your Universal Credit. This is called transitional protection. You can get this top up if you have received a Migration Notice letter from DWP and claim by the deadline date on your letter.  

The date of your final payments from your existing benefits depends on whichever of the two factors below comes first.

• The deadline date on your letter
• When you make a claim to Universal Credit

If you claim tax credits, your entitlement will end as soon as you make a claim to Universal Credit. If you do not make a claim by the deadline, your tax credit entitlement will end on the day before the deadline.

Tax credits are ending so you will not be able to continue receiving support in this way. Once the DWP send you a letter – called a Migration Notice – your tax credits will end whether you make a claim for Universal Credit or not.

You do not have to do anything until you personally receive your migration letter from the DWP informing you that you need to claim. If you claim UC before you receive this, you will not be entitled to any transitional protection – this is additional top up money you could receive if you will be worse off on Universal Credit.

Contact the DWP Migration Notice Helpline on 0800 169 0328, explain why you are going to struggle and request an extension. You can also speak with one of our Money Advisors on 0300 555 6666 for more advice.

Under-occupation is where a household is living in a home that has more bedrooms than it needs. Therefore the home is not occupied to its full capacity – or under-occupied.

We aim to make the best use of our homes. Where possible we try to avoid under-occupation so that we can provide customers with the most suitable homes for their needs. To do this we use a calculation to work out how many bedrooms a household requires. You can find this calculation in our Allocations policy.

Your Housing Benefit or Universal Credit could be reduced if you are living in an under-occupied home. Click here to read Citizens’ Advice guidance about the so-called ‘bedroom tax’.

Large public displays in communal spaces are the best and safest way to enjoy fireworks. In the majority of our properties we allow fireworks. If you do decide to have your own fireworks display make sure you do not set fireworks off near your home or on a balcony. Follow the safety tips and guides on the West Midlands Fire Service website.

Yes, in the majority of our properties we allow you to have a barbecue, provided it is not indoors or on a balcony. Place your barbecue on level ground, well away from anything flammable like sheds, fences, trees or tents. Carefully supervise children and keep pets away. Barbecues give off carbon monoxide fumes for several hours after they go out, so don’t bring them indoors with you.

Alert everyone in your home that there is an emergency. Leave quickly, closing your doors behind you. Follow your evacuation plan. If there is smoke, crawl along the floor, where the air will be clearer. Once you’re safely outside, phone 999 for the fire brigade.

If your smoke alarm is faulty it’s really important you let us know on 0300 555 6666.

Please let us know as soon as possible so that we can work with the fire service to provide you with additional support and information.

whg has a designated landlord health and safety lead. You can find the full details in our Responsible Persons statement. Click here to view.

• If you are in your flat and believe there is a fire elsewhere in the building you can stay put, as long as you think it is safe to do so. If you smell smoke, see a fire, feel unsafe or are instructed by the Fire Service to leave, you should get out and stay out.
• If you discover a fire in your flat, get everyone in your flat to leave, closing any fire doors. Stay out of your flat and go to a safe space away from the building. Do not use the lifts. Once it is safe to do so call the fire service on 999.
• If you are in a communal area and believe there is a fire, you should get out, stay out, and call the fire service on 999.
• If you feel unsafe for any reason, leave the building. Follow the fire escape signs and close all doors behind you. Do not use the lift.

We carry out regular cyclical checks, tests and assessments on the key safety systems within your home and building. These will include:

• Visits by the Neighbourhood Impact Officers
• Quarterly communal fire door and annual flat entrance door inspections
• Fire alarms, lifts and emergency lighting.

‘Stay safe’ means that if there is a fire in your block you can stay put, as long as you think it is safe to do so. If you smell smoke, see a fire, feel unsafe or are instructed by the Fire Service to leave, you should get out and stay out.

The Fire Safety Act says that residents of individual properties in multi-occupied buildings, have a legal responsibility for keeping fire doors closed and making sure that self-closing devices and the door is not tampered.

It’s important to check your fire door regularly:

• Check for signs of damage to either side of the door, the frame and hinges as well as the overhead closing device. Where you have seals installed on your door check these are free from damage.
• Open your door and fully release it. The door should shut fully into the doorframe without you having to shut it.

You can report any damaged fire doors to us on 0300 555 6666.

Fire doors help to prevent fire and smoke from spreading into other areas of a building and onto escape routes.

If you discover damp or mould it’s really important that you let us know so we can work with you to resolve the problem. Give us a call on 0300 555 666 or report it online.

Dealing with damp and mould.

To kill and remove mould, wipe down or spray walls and window frames with a fungicidal spray or mould killer that carries a Health and Safety Executive (HSE) ‘approval number’, and ensure that you follow the instructions for its safe use. You can get these from local supermarkets, or we can provide one for you. Dry-clean mildewed clothes, and shampoo carpets. Do not try to remove mould by using washing up liquid, bleach or vacuum cleaner.

It is not always easy to tell but there are some key differences between condensation and other forms of damp. Condensation is usually found on north facing walls. It can also be found on or around windows and in areas where there is not much air movement, such as corners or a room, in cupboards or behind furniture.  It is more likely to leave black mould. Other kinds of dampness, such as rain or plumbing leaks, usually leave a stain mark.

You can reduce the amount of water produced in your home by keeping lids on saucepans while cooking and drying clothes outside when possible. We realise that this is not always possible. If you do dry clothes indoors try to limit this to the bathroom, with the door closed and extractor fan in use or window open on vent – also do this when you have a shower. If you use a tumble dryer, make sure it’s vented to the outside. Contact us for advice if your dryer does not have an outdoor vent.

Condensation happens when moisture in warm air comes into contact with a cold surface and turns into water droplets. This happens more in rooms where there is a lot of moisture, such as in bathrooms and kitchens, or in rooms where there are a lot of people. Our everyday activities add extra moisture to air inside our homes – for example just one person sleeping can add half a pint of water to the air overnight.

The simplest way to bring in fresh air is to open your windows and doors.  You should also keep window vents open to allow moisture to escape and use your extractor fans. Tell us if they’re not working, or if you don’t have a fan in your bathroom or kitchen, as we may be able to fit one for you.

• If we think we can resolve your complaint quickly without the need for a formal complaint investigation, we will contact to let you know. If early resolution is possible (within 5 working days) we will give you the option of how you would like to proceed.
• Formal complaints – we will acknowledge all formal complaints within 5 working days of receipt.
• Stage 1 Investigation stage – we will contact you to discuss the details of your complaint and complete a thorough investigation into your concerns. We will aim to respond to you in writing within 10 working days of acknowledgement.
• Stage 2 Review stage – if you remain unhappy with the outcome of your complaint you can ask for your case to be reviewed. We will ask you to provide details of the issues you feel remain outstanding or any new evidence that you have that we have not previously considered and what you feel we could do to put things right. We will aim to respond to you in writing within 20 working days of acknowledgment.

• 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).

If things haven’t gone as you expected or you’re unhappy with something we did, please let us know. We’ll work with you to understand what happened and do our best to put it right.

You can do this by filling in our feedback form. Click here for more information about feedback and complaints.

Not at all! Our engineer will be there to carry out a safety check, not to assess the state of your home. There is no need to tidy up – as long as they have access to the areas they need to get to.

Anyone we authorise to enter your home will carry identification. Always ask to see it before letting callers into your home and be aware there may be bogus callers operating in your area. If you have any concerns, call us on 0300 555 6666 to confirm they are who they say they are.

Electricity fires affect 20,000 homes in the UK every year. Electrical products cause 89 per cent of the fires, while 11 per cent are caused by faulty wiring. Most of these incidents could be avoided by regular inspection and maintenance of electric systems.

Badly fitted and poorly serviced gas appliances can cause gas leaks, fires, explosions, and carbon monoxide (CO) poisoning. CO is a highly poisonous gas that can kill quickly and without warning, as you cannot see it, taste it or smell it. Every year around 15 people die from carbon monoxide poisoning caused by gas appliances and flues that have not been properly installed or maintained.

No, we won’t be drilling into your walls or doing anything that will affect your décor. We will perform visual checks of your fuse board and all accessories, such as sockets and switches, to identify any visible signs of defects, damage, or deterioration. We will also test each light switch and socket. We might unscrew a few switches to check the wiring, but this shouldn’t cause any damage

If you think you have a gas leak or can smell gas, leave the house and phone the National Gas Emergencies number immediately on 0800 111 999. If you’re at home, and you can do it safely, turn off your gas supply.  Don’t smoke, don’t turn any light switches on or off and don’t use any naked flames.

Let us know immediately by ringing us on 0300 555 666 or report it at manage your home online.

This will be posted to you a few weeks after your gas safety check.

Gas and electrical safety checks are a legal requirement and your tenancy agreement also states you must allow us in to carry out these important checks. If we are unable to gain access we may take legal action against you to permit entry to your home.

Yes. We know that you may not want to take time out to let us in but failing to do so can put lives at risk

We understand that life is busy. If the appointment time doesn’t work for you, please let us know as soon as possible. You can rearrange your appointment by calling us on 0300 555 6666 and we will work to find a time that suits you. You can also rearrange your electrical and gas safety checks online.

Yes. Please make sure you have enough credit on your gas and electric prepayment meters, if you have them. You will also need to make space around the boiler and move any belongings or furniture that may be in the way. This will help our engineer work safely and complete the work on time.

Please move any furniture away from electrical sockets to provide easy access for our  electricians and make sure you have enough credit on your prepayment meter, if you have one.

During your inspection we will service all gas appliances and systems that we’ve installed or that we own. We will also test your CO detector. You’re still responsible for the condition and safety of any of your own appliances.

Your gas check will take between 45 to 90 minutes.

We will check that all sockets, circuits and lighting are in working order, and don’t create any hazards for everyday use. We will also repair any faults that may be putting you in immediate danger – this is to make sure that your home is safe for you. We will also check to see if your smoke detectors are present and are in working order

We aim to be in and out as quickly as possible and it should take no longer than a few hours. We will need an adult to be present but you are free to go about your daily business. We’ll do our best to stay out of your way as much as possible!

The quickest and easiest way to check your rent account is online. Sign up or sign in to get started.

Alternatively, you can ask for your latest rent statement by calling us on 0300 555 6666 (Monday-Friday 8am-6pm, Saturday 8am-1pm) or emailing enquiries@whgrp.co.uk (we usually respond within five working days).

You need to be a current whg customer – a tenant (or joint tenant), leaseholder or shared owner.   You will need to provide your email address, which you will use to sign in.   We will ask for your National Insurance number or your whg Account Reference number, and your date of birth and post code. This is so we can verify your identity.   Click here to sign up.

Recent payments may take up to three days to appear in your account. It may also appear in arrears if you pay by direct debit but the latest payment has not yet been taken. You should also be making every effort to bring your account into one payment in advance, to be in line with your tenancy agreement. This will ensure that your account will never be in arrears as long as you are maintaining your regular payment.

If you have already signed up, you can ask for a password reminder here. This will be sent to the email address you use to log in. If you no longer have access to this email address, you will need to contact us.

You can use almost any device with a web browser, like a mobile phone, tablet, laptop or computer – so you can log in any time, from the comfort of your own sofa!   If you are using a computer or laptop, you can use recent versions of Chrome, Firefox, Edge or Safari web browsers. Internet Explorer is not supported.

You need to have a secure or assured tenancy to have the right to a mutual exchange. You also need to ensure that:

• You aren’t in debt with your rent
• The other person’s landlord is happy for the exchange to happen
• You aren’t moving to a property where you will be overcrowded or have more space than you need
• You get our permission in writing and there is no ongoing legal action relating to your tenancy (eg) a Possession Order or injunction

A mutual exchange is a home swap between two social housing tenants. It can happen for many reasons, such as needing more (or less) space, moving for work or to be closer to family. It’s a great option for customers who can’t access or don’t want to wait for the normal allocation process. It gives you more control and means you’re able to choose a home that suits your needs better in a place you want to live.

You can swap your home with:

• A whg customer
• A customer of another registered social landlord (usually a housing association)
• Someone who lives in a council-owned and managed home.

It’s important to remember that you won’t be able to swap with a private housing tenant – both homes need to be social housing properties.

Once you have found someone you want to swap with and filled in your mutual exchange form, we have a maximum of 42 days to tell you whether your application has been approved or refused.

We have a huge demand for properties. Finding a swap through HomeSwapper means you won’t have to wait months on a housing waiting list and you will get to choose the home you want for yourself. Once you find someone to swap with, we will approve your request within 42 days.

Go to the HomeSwapper website and click ‘register’.

Then follow the simple steps to complete your registration.

The service is completely free for whg customers, although we will need to approve your application before you have full access.

If you can fill in as much information as possible about your home and the home you are looking for, the system will be able to match you with your ideal properties automatically.

No. Joining HomeSwapper is free for whg customers.

No. You can swap homes with any other council or housing association tenant that lives anywhere in the UK.

There are lots of useful guides on the HomeSwapper website. If you need help you can email the helpdesk at tenants@homeswapper.co.uk

Yes. You must have permission from us before you move.

No. It is important that you wait until you have signed for your new property before you move in. If you move in before this you will be classed as illegally occupying and could risk losing your home.

It is your responsibility to inspect the property thoroughly before you agree to move. You should agree with your exchange partner how they will be leaving the property and who is responsible for any outstanding repairs or rubbish.

whg encourages responsible pet ownership and if we have any concerns about the way a pet is being kept, we reserve the right to withdraw our permission for the animal to stay within the home. It is your responsibility to keep your pets under control and make sure they are not a nuisance to anyone. From 1 February 2024 it is a criminal offence to own an XL Bully dog in England and Wales unless your dog has a valid Certificate of Exemption. Find out more about the ban on XL Bully dogs. whg will not give permission for any XL Bully dog to be kept as a pet unless the owner can evidence that they have a valid Certificate of Exception. You must be able to show a valid certificate at the time of asking or within 5 days of the request. If we find out that any of our customers are keeping an animal in their home without our permission or in breach of these Conditions, we will ask them to remove the animal and the animal must be removed permanently from the home.  

The best way to find your Community Housing Officer is to contact customer services with your address on 0300 555 6666.

Perhaps you have a housing or personal issue and you’re not sure who to contact or how we can help? Our dedicated team will work with you to understand your current challenge and how best you can resolve it. It doesn’t always have to be a challenge either, perhaps you have an idea that would benefit you and your neighbours? Whatever it is, reach out and let them know.

When it comes to your home, we understand that not everything can be done over the phone or online. We want your Community Housing Officer to be another point of contact for you and your neighbours, when you need it. We hope this personal approach will help us to continue building strong relationships with all our customers wherever you live.

Noise nuisance is a common complaint but not normally considered antisocial behaviour unless it is excessive and regular. Some noise is part of everyday life, especially if you live in a block of flats. This includes things like car horns, doors slamming and children playing.  The first step is to have a chat with your neighbour as they may not realise that their noise is affecting you. If this does not resolve the issue please let us know as there are steps we can take. Your council also has a duty to investigate noise levels that could be harmful to health. If you believe this to be the case you should ring your council’s environmental health team. If you believe the noise might be due to a domestic incident, for instance you can hear shouting, screaming or banging, you should call the police on 999.  

Yes, you can. However, it may limit the actions we will be able to take on your behalf as it is very difficult for us to investigate cases of ASB or take action against perpetrators without your support.

Report it to us using our reporting tool online. Simply sign in or sign up and go to ‘My neighbourhood’. Or you can report ASB to us on 0300 555 6666. If you believe a crime is being committed, or if you have been threatened or assaulted please report it to the police immediately. In an emergency call 999 or non-emergency call 101.

Many local organisations – including the police, local authorities, and social housing landlords – have different powers, roles and responsibilities to help and support those experiencing ASB. We work closely with partner agencies to tackle issues jointly, giving us greater powers to improve people’s lives.

We will respond to and start an investigation into all reports of ASB from customers as quickly as possible, and always within five working days. We work with our partners, including the police and local council, to take proportionate action against those causing ASB where the issues are evidenced. We will use the full range of enforcement tools and legal powers available where it is reasonable and proportionate to do so. This could include formal warnings, legal actions, tenancy actions, or referrals internally and to our partner agencies where support needs are identified. More details of our approach to ASB can be found in our Antisocial Behaviour Policy.

If you have a communal outdoor space and pay a service charge for grounds maintenance, this will cover fortnightly grass cutting (April to October), monthly maintenance of flower beds with pruning in summer and winter, hard surface maintenance four times a year and leaf clearance from November to March. We will also pick up litter on every visit.

• Some charities, like the British Heart Foundation, will collect your items free of charge if they are in good condition to be sold in their shops.
• Local councils offer “bulky waste” collections.
• Make some extra cash by selling it online on sites like Ebay and ask the buyer to collect it in person. Or you could try Gumtree or Facebook market place.
• Give your furniture a makeover by painting or varnishing it.

You can save space by flattening plastic and cardboard items. If your bin is still too small, your local council may be able to give you a bigger one. Apply for a bigger bin from Walsall Council.

Our Neighbourhood Services Team do not offer a bulky waste collection service. You can safely dispose of your rubbish for free at your local council’s waste and recycling centre. There are two household waste and recycling areas in Walsall:

• Fryers Road Household Waste Recycling Centre, Bloxwich
• Merchants Way Household Waste Recycling Centre, Aldridge

If you struggle to get to a waste and recycling centre, your local council may offer a bulky items collection service for a small charge.

If the rubbish has been dumped on your local council’s land, it is their responsibility to clean it up and you should contact them.

However, if the rubbish has been dumped on whg land, you should report it to us using our online tool and we will investigate to identify perpetrators and take appropriate action.

Please report fly-tipping to us so we can take the appropriate action. The best way to do this is using our online tool where you can give us all the details including a precise location.

Fly-tipping is a criminal offence and carries a fine of up to £20,000. If the case goes to Crown Court, the fine can become unlimited and the offender may be imprisoned. It is a breach of your tenancy and could result in Notice Seeking Possession being served on you which could prevent you from being rehoused. We will also recharge perpetrators for the removal of unwanted waste. If you are found to be using your vehicle to dump illegally, your vehicle could be seized as we work closely with Walsall Council.

Fly-tipping is the illegal dumping of rubbish, or unwanted objects. This includes leaving black bags on landings, by the bin sheds, on the footpath or on grassed areas. You might imagine a mattress or a fridge freezer, but fly-tipping isn’t just large amounts of waste. Even smaller items like bags of household waste are classed as fly-tipping.

We are responsible for looking after trees in public open spaces on our land. We will only go out to trees  on our land if they are dead, diseased or dangerous. In accordance with our tree policy, we will not undertake work on trees that are restricting light. Local councils are responsible for trees on their land. You are responsible for trees in your garden.  

Bin collections are the responsibility of your local authority. If your bin was missed you will need to contact them. If you have a communal bin which has not been collected because it is overflowing you can contact us.

If you have an issue with parking on whg land you can contact us on 0300 555 666. If you are concerned about parking on a public road you will need to contact your local council.

You can report fly-tipping on our land by using our online tool.

We will investigate to identify perpetrators and take appropriate action.

If the rubbish has been dumped on your local council’s land, it is their responsibility to clean it up and you should contact them. If you live in Walsall you can report it to: flytipping@walsall.gov.uk or on 01922 653355.

Communal areas up to and including the third floor in our high rise blocks are cleaned five days a week, from Monday to Friday. Communal areas above the third floor are cleaned weekly. If you live in a low rise block they are cleaned twice a week. Our wellbeing schemes are cleaned five days a week from Monday to Friday.

The schedule for grass cutting is based on 16 cuts between 1 April and 31 October each year. This is usually done every two weeks but can change due to adverse weather.

If you are experiencing or have experienced domestic abuse, you may well be worried about staying at home with someone who is harming you. There is #NoExcuseForAbuse in any situation, no matter what pressures people are under. If you feel you are at risk of abuse, there is lots of help and support available – whatever your gender. In an emergency, always call 999 and press 55 if you are unable to talk. Find out more about how we can help you by checking out our domestic abuse policy here.

You are responsible for dealing with infestations caused by conditions in your home, such as rubbish or uncleanliness. This might include ants, fleas or bedbugs. Visit British Pest Control Association for guidance and details of local pest control specialists. We are responsible for infestations that are a result of external conditions. This might include squirrels in your loft, wasps or bees. Contact us to arrange a visit to your home. If we discover a pest infestation that you are not responsible for, we will arrange pest controllers and tackle the issues that have caused the infestation. If we determine that the pests are due to rubbish or uncleanliness in your home, we will ask you to arrange your own pest control. If we need to arrange pest control right away, this will be charged to you.

If you have wasps in your home, we will arrange for pest control to carry out a course of treatment. Bees are not considered as pests and are essential pollinators. They are not normally aggressive and if left alone are unlikely to sting.  However, if you are being troubled by bees let us know and we will investigate the issue.  

If you have rats or mice in your home that you believe you are not responsible for, it’s really important you give us a ring so we can carry out necessary pest control works. You should also ring us if you spot rats or mice in your communal areas.

Where we do not believe the customer is responsible for the infestation, for example, if a pest has entered the home through a gap or crack in the wall or floor, we will arrange and pay for pest control.  Where the customer is responsible, but we need to carry out pest control works due to the impact on our property, this is arranged and recharged to the customer.

Responsibility for removing pests from your home and preventing infestations is shared between yourselves and us. If the infestation is due to conditions in your home, such as rubbish or uncleanliness, it is your responsibility to deal with the pests. Where we do not believe the customer is responsible for the infestation, for example, if a pest has entered the home through a gap or crack in the wall or floor, we will arrange pest control and any repair required. We also contact the customer following the works to make sure there has been no further infestation.

No one wants uninvited guests so prevention is always best. You can keep them at bay by keeping bin lids shut, putting rubbish away correctly, storing food in sealed containers and keeping your home clean and tidy. More advice is available here.

If you have an infestation in your home that you believe you are not responsible for, or believe there is a pest problem in a communal area, it’s really important that you let us know. We can work with you to tackle the issue and arrange for pest controllers to visit.

We are always investing in our homes to keep them in good repair. Our new contractors will help us carry out these works in a really effective and efficient way.

You may not get the same work done as your neighbour, as works vary from property to property according to age and condition. For example, dependent on condition we aim to replace kitchens every 20 years and bathrooms every 30.

If your house has been flagged as needing an upgrade, such as a new bathroom or kitchen, you will be contacted directly in advance of the works starting. You will not need to contact us in order to be considered for these upgrades.

We use fully approved contractors to carry out all repairs and we continuously monitor them to ensure a prompt, high quality and value for money service. You can report any defects within the first 12 months to your contractor’s customer liaison officer.

You can check your eligibility for our housing waiting list by taking our online questionnaire – click here. whg has a very high demand for homes. Waiting times depend on what type of home you are looking for but can be at least a year, and in some cases much longer.

To sign up to our housing register you must meet the eligibility criteria set out in our Allocations Policy. This is based on your right to rent and other information about your household, including your personal and financial circumstances.

Signing up is simple and easy to do, so we encourage you to try it first. If you still need help, call us on 0300 555 6666.

Demand for our homes is high, so you will not be offered a home straight away. It can sometimes take years to be offered a home. Waiting times depend on what type of home you are looking for. If you are in urgent need of housing please contact your local authority for further guidance and support.

When an advert has closed our team works through all applications to shortlist them. This can take time, depending on how much needs to be done on the home. We know it can be an anxious time so, as soon as we have information, we update the ‘applications’ section of Myhub. If you are top of the list for a home you have applied for, we will contact you to talk about next steps.

If you are unhappy with an allocations decision, or believe you have been treated unfairly, you have the right to appeal our decision. This can be done through our complaints process.

You can check your eligibility for our housing register to see if you can join it.

If you rent a home with us and would like to move, the quickest and easiest way is to swap your home with someone else. This is called a mutual exchange.

We have signed up to the nationwide mutual exchange scheme HomeSwapper, which means our customers can use the service for free. Find out more about mutual exchange.

If you feel your home is no longer suitable due to a disability or medical issue, our aids and adaptations team may be able to help. Depending on your circumstances it may be more appropriate for you to join the council’s list.

Overcrowding is when a household has fewer bedrooms than it needs to avoid sharing, based on the age, sex and relationship of the household members.

To prevent overcrowding we use a calculation to work out how many bedrooms a household requires. You can find this calculation in our Allocations policy.

If you believe you are living in an overcrowded home you may have housing options available to you. You can check your eligibility for our housing register and find out your options online by clicking here.

Under-occupation is where a household is living in a home that has more bedrooms than it needs. Therefore the home is not occupied to its full capacity – or under-occupied.

We aim to make the best use of our homes. Where possible we try to avoid under-occupation so that we can provide customers with the most suitable homes for their needs. To do this we use a calculation to work out how many bedrooms a household requires. You can find this calculation in our Allocations policy.

Your Housing Benefit or Universal Credit could be reduced if you are living in an under-occupied home. Click here to read Citizens’ Advice guidance about the so-called ‘bedroom tax’.

If you can’t see any properties to bid on this means there we have none available. Demand for our homes is exceptionally high. We only have a small number of properties available to rent each year and are prioritising those in greatest need. Homes will be shown here as soon as they are available to bid on. Applicants are advised not to contact us about housing availability as we are unable to indicate when properties will be advertised.

If you are homeless or at risk of homelessness, please contact your local authority in the first instance. If you are in the Walsall borough this will be Walsall Council, who will provide housing advice.

We allocate all our homes outside the Walsall area to the local authority where the property is located. You should register with the relevant local authority who will then nominate you to whg for a home if applicable.

Once the advert for a home has closed, a shortlist will be created of applicants who may be offered it. We have to shortlist more than one applicant as, once the home is viewed, the applicant may decide it is not suitable. We will then work down the list until an applicant accepts the property and all their documents are approved.

Homes with four or more bedrooms are rarely available. We will contact applicants requiring such properties directly, based on how critical their housing need is and/or how long they have been on the waiting list.   If appropriate we will allow you to apply for homes that may be suitable for your need or improve your current circumstance due to the waiting times of larger homes.

We ask that you have the money available to cover your first rent payment when you get the keys to your home. We will not accept cash at the sign-up appointment. You must make the full payment unless it has been discussed in advance and, due to extreme circumstances, we have approved for it to be spread over a longer period. You must tell us before the key handover day if you cannot make a full payment, to ensure the handover goes smoothly.

Before you move into one of our homes we may need to make sure you are fully supported to ensure your tenancy with us is successful. We may contact you to make an appointment (which may be in person or a video call) and let you know what you will need during this appointment. If a TSA is a requirement of the tenancy and you do not attend the appointment, we may withdraw our offer of a home.

We are not responsible for any belongings in your home. You need to ensure you have home contents insurance to protect you in case of fire, flood, theft, vandalism or burst pipes. We advise taking out cover through the Home Contents Insurance scheme we offer to all customers, or you can arrange cover yourself with another insurance provider.

We aim to allocate a home to you as soon as we can. This means there may be someone still living in the property until their notice expires, or we may need to carry out repairs and refurbishments to bring it up to standard before letting you move in.

Pay online
The quickest, easiest and safest way to check your rent account and make payments is online. Sign up or sign in to get started.

Direct Debit
Make paying your rent simple with a regular Direct Debit. It is safe and secure and you can choose a regular date when payments will be taken, so you know when your money will leave your account. You can set up your Direct Debit online today.  Simply sign in or sign up using your name, date of birth and National Insurance or rent account number. Then follow the instructions to set up your Direct Debit.

Call us
Call us to make a payment over the phone on 0300 555 6666 (Monday-Friday 8am-6pm, Saturday 8am-1pm).

The quickest and easiest way to check your rent account is online. Sign up or sign in to get started.

Alternatively, you can ask for your latest rent statement by calling us on 0300 555 6666 (Monday-Friday 8am-6pm, Saturday 8am-1pm) or emailing enquiries@whgrp.co.uk (we usually respond within five working days).

We are here to help you, so if you are having difficulty affording your rent, please get in touch as soon as possible – don’t wait for debt to build up. It will be a lot easier for us to support you if you tell us as soon as you think you may be in financial difficulty. We will discuss how we can help, and our money and bills team may be able to offer support.

Make paying your rent simple with a regular Direct Debit. It is safe and secure and you can choose a regular date when payments will be taken, so you know when your money will leave your account. You can set up your Direct Debit online today.  Simply sign in or sign up using your name, date of birth and National Insurance or rent account number. Then follow the instructions to set up your Direct Debit.

Your rent payment is due in advance. It is important that you keep up to date with your rent, as it is part of your tenancy agreement. But if you are struggling to keep up with your payments, please get in touch with us straight away so we can discuss how we may be able to support you. Our priority is keeping you in your home, so we will do our best to work with you to resolve the situation.

The government sets the rent social landlords like whg can charge, how they should be reviewed and how much they can be increased each year. This is called the Rent Standard and you can read the latest information about it on the gov.uk website by clicking here. The annual increase is usually set at the Consumer Prince Index (the measurement of UK inflation) plus 1%.

If you live in one of our blocks, you will pay a service charge for maintenance of communal or surrounding areas. This includes cleaning communal areas, external maintenance, fire safety devices, lighting, lifts, and grass cutting. Service charges can be ‘fixed’ or ‘variable’. If you pay a variable service charge, we will consult with you before making any major changes, and you can ask for a summary of costs.

Your tenancy agreement will clearly show what services we will provide as part of your rent. If you are on a ‘social’ tenancy, any service charges that you need to pay will be detailed as a separate fixed amount alongside your rent. If you are on an ‘affordable’ or ‘market rent’ tenancy, the service charge is set as part of your rent amount.

We review service charges each year and may increase them. When they increase, we always aim to stay in line with Government recommendations to help keep charges affordable for customers. If we cannot do this, we’ll explain why when we write to you.

 

Shared ownership and leaseholder service charges 

• Some shared owners will pay a service charge for maintenance of communal or surrounding areas. This includes cleaning communal areas, external maintenance, fire safety devices, lighting, lifts, and grass cutting.
• Shared owners and leaseholders also pay a service charge for the upkeep, repairs and improvements of buildings, and building insurance.
• If you pay a variable service charge, we will consult with you before making any major changes to the amount you pay. Please see point 1.9 of the rent and service charge policy for more information about this.

Shared owners will own part of their home and rent part of it from whg. If you are a shared owner your monthly rent and service charge amount and the maximum it can increase is detailed in your lease agreement. We will review this amount each year and it may increase.

• Leasehold customers are those who have bought their home, usually by taking out a mortgage. They do not pay rent to whg but they are responsible for any service charges that apply to their property.
• Leaseholders pay a service charge for the upkeep, repair and improvements of buildings, and building insurance.
• If you pay a variable service charge, we will consult with you before making any major changes to the amount you pay. Please see point 1.9 of the rent and service charge policy for more information about this.

If a wellbeing charge applies to your home, this will be set at the start of your tenancy and reviewed every year. If your wellbeing charge will be increasing, we will explain this when we write to you.

Rents for garages and commercial properties are reviewed each year and may be increased.

Yes. You can let someone else manage your tenancy on your behalf by giving them authorised third party access.  You will need to contact us directly, either verbally or in writing to make this request. To keep your information secure we may ask you to reconfirm these details occasionally.

Recent payments may take up to three days to appear in your account. It may also appear in arrears if you pay by direct debit but the latest payment has not yet been taken. You should also be making every effort to bring your account into one payment in advance, to be in line with your tenancy agreement. This will ensure that your account will never be in arrears as long as you are maintaining your regular payment.

The quickest and easiest way to report a repair is using our online service. Sign up or sign in to manage your home online.

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.

Before booking a repair, please double-check it isn’t your responsibility to fix in our repairs and home maintenance guide by clicking here.

We are responsible for repairing your home’s structure and fixtures to keep the property in good condition. View a full list of responsibilities in our repairs and home maintenance 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. View a full list of responsibilities in our repairs and home maintenance 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 report your repair and choose from our best selection of appointments. Otherwise, your repair will be scheduled for the next available appointment.

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.

Click here for repairs updates and waiting times.

You can cancel a repair online up to 24 hours before the appointment. Sign in to 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.

On the day you must make sure we are able to get into your home so we can carry out the work. A responsible adult must be there to let us in and while work is being carried out.

Anyone we authorise to enter your home will carry identification. Always ask to see it before letting callers into your home and be aware there may be bogus callers operating in your area. If you have any concerns, call us on 0300 555 6666 to confirm they are who they say they are.

If we need to replace something in your home, where possible we will replace it with an identical or matching item.

To help us work safely on the day, please clear the area in and around the repair and ensure pets are kept away. Otherwise we will not be able to carry out any work. A responsible adult must be in your home while the work is taking place.

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.

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 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. Any correspondence about disrepair from your solicitor or other representative should be sent in writing to Legal Services, whg at 100 Hatherton Street, Walsall, WS1 1AB.

You can paint and decorate inside your home and carry out minor DIY jobs such as putting up shelves or curtain rails, and you don’t need our permission for this.

But you cannot make major changes to the property without our permission – so it is important you check with us first before carrying out any such work.

Examples of what we will and won’t give permission for can be found in our Home improvement policy.

For specific guidance, refer to your tenancy agreement or contact us.

If you have moved into one of our newly built homes, any faults or problems that need fixing within the first 12 months are known as defects. You need to report any such faults to us, so we can arrange for the developer to put them right.

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).  

We are responsible for maintaining any fence or gate we have provided. This includes any fence or gate which divides your garden from a public path or right of way. We also maintain fences and gates in communal areas.

Whilst we are responsible for defining the boundary between homes, you are responsible for any fence or gate that you have fitted yourself.

You are responsible for dealing with infestations caused by conditions in your home, such as rubbish or uncleanliness. This might include ants, fleas or bedbugs. Visit British Pest Control Association for guidance and details of local pest control specialists. We are responsible for infestations that are a result of external conditions. This might include squirrels in your loft, wasps or bees. Contact us to arrange a visit to your home. If we discover a pest infestation that you are not responsible for, we will arrange pest controllers and tackle the issues that have caused the infestation. If we determine that the pests are due to rubbish or uncleanliness in your home, we will ask you to arrange your own pest control. If we need to arrange pest control right away, this will be charged to you.

A Residents’ Association can make a real difference where you live. Our toolkit has been put together to help you understand what a Residents’ Association is and give helpful guidance on creating and running one successfully.

We are committed to sharing how customers are influencing and shaping our services. You can get the latest ‘you said, we did’ updates in our Tenant Satisfaction Measures report.

Please get in touch and tell us how we can support you. We want to make sure our engagement activities are accessible for all customers.

As we want to give everyone the opportunity to share their voice, our menu of engagement activities is designed so you can get involved ‘on the go’. This might be a quick survey or poll but, if you have more time, you can take part in ‘customer voice’ activities at community events or workshops, in your home on a video call or with other customers in focus groups at our offices.

You can see our calendar of events, which provide all kinds of opportunities, here. Or, if you have any ideas for an activity in your community, please email us at customervoice@whgrp.co.uk

No, it is a voluntary position but we offer various incentives and cover expenses to ensure you are not left out of pocket. For example, we can support with childcare costs. Getting involved is also a great opportunity not just to influence services affecting you and your home, it is also a chance to get to know fellow whg customers, develop new skills and gain valuable experience to boost your job prospects.

Shared owners will own part of their home and rent part of it from whg. If you are a shared owner your monthly rent and service charge amount and the maximum it can increase is detailed in your lease agreement. We will review this amount each year and it may increase.

Shared ownership is a fantastic way to get on the property ladder when you’re unable to purchase a home on the open market. It allows you to buy a share in a property on a part buy/part rent basis and pay a subsidised rent on the part that you don’t own. Because you only need a mortgage for the share you are purchasing, you won’t need such a big deposit.

Over time you can purchase more shares in your property, known as ‘staircasing’. This can be done at any time after initial purchase and it will reduce the amount of rent you pay. In most cases you can staircase up to 100% ownership, with the rent you pay reducing to zero.

Typically, you can buy a home through shared ownership if:

• Your household income is £80,000 a year or less
• You cannot afford all of the deposit and mortgage payments for a home that meets your needs

You don’t need to be a first time buyer, but you can’t own another home at the same time. If you already own a property you must have a sale agreed on it.

There are some other eligibility criteria – use our eligibility checker to see if you qualify.

Shared ownership is a scheme for new purchases. You can buy a new-build home or an existing shared ownership home that is for sale.

It can’t be used on properties that weren’t initially built for shared ownership.

Just like buying outright, there are extra costs when buying a home. Your purchase costs will include:

• A reservation fee of up to £300
• A home valuation
• Your deposit
• Any mortgage fees
• Your solicitor’s fees
• Stamp duty(where applicable)

When you register interest in a home, we will give you a ‘summary of costs’ known as a Key Information Document. This sets out the purchase costs, the monthly payments, and any future costs if you choose to buy more shares or sell the home.

You don’t need to be a first-time buyer, but you can’t own another home at the same time.

There are some other criteria you must meet. Use our eligibility checker to see if you qualify.

You can buy more shares in your home through a process known as staircasing. You can usually buy additional shares up to 100% of the value of your home. If you staircase to 100% there will be no rent to pay as you will own the property outright.

However, some of our homes in rural areas or specifically for older people are restricted so you can only buy up to 75% or 80% of the property. This is to help keep sufficient affordable housing in the area.

Shared ownership often works out cheaper than renting privately because you pay a below-market-value rent to a housing association. Plus, you have the added benefit of having a stake in your own home.

As the leaseholder, you are responsible for the cost of repairs and maintenance of the home. If your home is a new build, you’ll be in a defects period for the first year which means the contractor who built your home will be responsible for repairs.

New homes will also come with a new build warranty. The type of warranty may vary from site to site.

If your home has been purchased under the new model lease, you may be able to claim towards general repairs that affect your heating and hot water and domestic services such as electrics, plumbing and sanitary.

Yes, as you are the homeowner you are free to decorate your home to suit your personal style. However, you will need permission from us for any structural changes, such as fitting a new kitchen or bathroom.

No, shared ownership means you own part of your home and pay us rent on the remaining shares. It isn’t a house share scheme, so only you will live there.

No. The initial share you buy will be between 10% and 75%. Over time you can increase your share of your home. You can usually buy additional shares up to 100% of the value of your home. However, some of our homes in rural areas or specifically for older people are restricted so you can only buy up to 75% or 80% of the property. This is to help keep sufficient affordable housing in the area.

You can sell your shared ownership home at any time. If you have less than a 100% share, you must inform us as we have the first option to buy back your home. If we can’t find a buyer for your home within a set period of time, you are able to sell your share on the open market through an estate agent.

The initial share you buy will be between 10% and 75% of the full purchase price, dependent upon which model lease you’ve purchased. The amount will be dependent on your circumstances, meaning it is not only affordable for you now, but in the future too.

When you agree to rent one of our homes you will sign a contract called a tenancy agreement. It explains what we will do as your landlord, and what you must do as a customer. Generally, tenancy agreements include information about:

• Your rights and responsibilities
• The services we will provide to you
• How your rent and any service charges are calculated
• How both us and you will keep your home in good repair
• How to make a complaint

 

Because there are many different types of tenancy agreement, you must refer to your own tenancy agreement for specific details relating to your tenancy.

If you breach your tenancy agreement you risk losing your home.

Our priority is to keep customers feeling safe and secure in their homes. Your Community Housing Officer can provide guidance on any housing or tenancy issues.

You can also contact us with any questions about your tenancy, or to request a copy of your tenancy agreement.

If you want to end your tenancy with us, sign in to manage your home online and visit ‘Thinking of ending your tenancy?’ under My tenancy. Or fill in a Notice to Quit form and follow the instructions at the bottom of the page. Alternatively you can call us on 0300 555 6666.

Please check your tenancy agreement for details of the amount of notice you need to provide.

Housing fraud – or tenancy fraud – is a criminal offence and a breach of your tenancy agreement. There are many types of tenancy fraud. Some examples are:

• Deliberately providing false information or withholding information as part of a housing application
• Subletting a home to someone else without our permission
• Giving false information as part of a Right To Buy application

We have a zero tolerance policy towards tenancy fraud. We work proactively prevent tenancy fraud from occurring and our Community Housing Officers are trained to identify the signs of fraud. We work with partner organisations such as local authorities and the police to tackle fraud. If you suspect tenancy fraud is being committed, you can report it to us anonymously by contacting us. We will investigate any reports of suspected tenancy fraud received from neighbours and/or partner agencies.

Overcrowding is when a household has fewer bedrooms than it needs to avoid sharing, based on the age, sex and relationship of the household members.

To prevent overcrowding we use a calculation to work out how many bedrooms a household requires. You can find this calculation in our Allocations policy.

If you believe you are living in an overcrowded home you may have housing options available to you. You can check your eligibility for our housing register and find out your options online by clicking here.

Under-occupation is where a household is living in a home that has more bedrooms than it needs. Therefore the home is not occupied to its full capacity – or under-occupied.

We aim to make the best use of our homes. Where possible we try to avoid under-occupation so that we can provide customers with the most suitable homes for their needs. To do this we use a calculation to work out how many bedrooms a household requires. You can find this calculation in our Allocations policy.

Your Housing Benefit or Universal Credit could be reduced if you are living in an under-occupied home. Click here to read Citizens’ Advice guidance about the so-called ‘bedroom tax’.

Before you move into one of our homes we may need to make sure you are fully supported to ensure your tenancy with us is successful. We may contact you to make an appointment (which may be in person or a video call) and let you know what you will need during this appointment. If a TSA is a requirement of the tenancy and you do not attend the appointment, we may withdraw our offer of a home.

Unfortunately, there is nothing we can do as you will still be responsible and liable as the tenant to pay the extra week of rent Universal Credit won’t cover.

If you pay by standing order, you need to make an adjustment to your monthly payments yourself. To calculate how much rent you should be paying each month, multiply your weekly rent amount by 53 and then divide it by 12.

If you pay by Direct Debit you don’t need to do anything. We will calculate this for you and automatically adjust your payments accordingly.

If you have an agreement to pay existing arrears, you need to add the amount you are reducing your arrears by to your newly calculated amount that covers your rent.

Unfortunately, the DWP have confirmed that they won’t pay for the 53rd week. This means you will need to pay for the additional week yourself by increasing your payments using the calculation: Weekly rent amount x 53 weeks divided by 12 = monthly rent payment

If you receive Universal Credit, the Department for Work and Pensions will NOT cover the extra week of rent – you will need to pay it. If you are on Housing Benefits (HB, legacy benefits) you will not be impacted by this.  HB will cover this as they pay every week that it is charged.

If you pay your rent weekly, fortnightly or four weekly there will be an extra week of rent to pay. If you pay monthly, you need to ensure this extra week is covered in your monthly rent payment.

Although you normally pay rent for 52 weeks a year, there are actually slightly more than 52 weeks in a year. This means that every five or six years all those extra days accumulate to add an extra week to the year.