For Customers

COVID-19 Information for Customers

Our latest service update can be found below.

We understand COVID-19 continues to be a worrying situation, the safety of our colleagues and customers is our utmost priority. We are gradually re-starting services when it is safe to do so. The changes are in place to protect our colleagues and customers.

Appointments booked

From 22nd June customers who had repair(s) cancelled at time of lockdown will start to receive text messages with new appointments for those repairs to be rescheduled. We are unable to take new repairs as we are prioritising those cancelled repairs.

Customers can report emergency repairs via 0300 303 9848. Emergency repairs also includes any necessary compliance checks / H&S related work or inspections.

My Account – rent & repairs app. We are temporarily closing the option to report a non-emergency repair via our app. You can still use the app to pay rent and check your rent balances, click here for more information https://myaccount.wvht.co.uk/
Our Head Office remains closed.
Our support teams continue to work from home, please visit the service pages on this site for more informartion.

A visual guide to services July 2020

traffic light

Support Teams

If you have concerns about your rent, income or benefits please contact the Income Management team on 0300 303 9848, DM us on Facebook or click here .The team can discuss rent payment arrangements and refer you to our Money Matters and Employment teams if needed.

Our other support service teams are still here for you;

Support & Wellbeing Team 0300 303 9848 or Contact us
Finding work 0300 303 9848 email workteam@wvht.co.uk
Lettings team 0300 303 9848 or Contact us

Rent & Repairs App

my account

Our 'My Account' rent & repairs* app is available free to all Weaver Vale customers. Features included;

Pay rent online,
Book (and reschedule) repairs 24/7*
Check your rent balance
Update your contact details

The App also has a built in self-diagnose* function which customers can use to correctly diagnose potential repairs before booking the appointments.

The App is available on both the Google play store and Apple store allowing customers to manage tenancies whenever and whereever they need to.

To download the app click here

*please note the repairs functions on the app are curerntly disabled due to COVID-19 service changes.

Self Isolating & Health

Self Isolating?

The wellbeing of our customers and colleagues is vital and we are focused on preventing the spread of the COVID-19 in line with Government guidelines. We would ask that if you are self-isolating or have any of the known symptoms listed here https://www.nhs.uk/conditions/coronavirus-covid-19/ that you let us know this when you speak to a member of our team.

Colleagues from the Trust will be making additional checks with customers when making emergency repair appointments to identify any risks to themselves or the wider public. Trust colleagues will also be subject to the same screening when visiting our customers.

If you have changed your phone number or email address recently please contact us to make sure we have the correct contact information on our system. Call us on 0300 303 9848 or Contact us . You can also update your details by downloading our new App click here for more information.

Anti-Social Behaviour

What is ASB?

It is something which isn’t a crime but which could cause housing-related nuisance or annoyance to anybody living in one of our homes.

What isn’t ASB?

Normal living noises at reasonable times of day.
Children playing in a garden or a public space.
Gossiping about a person or staring at them.
Posts on Social Media. This isn’t housing related and we will advise people on how to report abuse to the media provider.
Parking on the grass. We don’t own most of the grass verges, so we cannot stop people doing this.
Criminal Activity. This should always be reported to the Police first. If anybody is found guilty of a crime committed in or around one of our homes then we will look to see if we can take action against their tenancy.

What should I do?

Tell us. We will take a report from you by way of any method you like, email telephone, our website, anything. Just let us know which one you want us to use for our reply.

What will happen?

We will listen to you. We can discuss what you would like to see done and we can explain what we can do.
We aim to empower people to deal with things themselves. If neighbours fall out we know that if they agree a solution between themselves it sticks faster than anything we impose.
We will give advice on how to speak to your neighbour, or offer to set up a meeting between you.
If that doesn’t work then we will look at other ways, such as issuing a warning or looking for a written commitment about future behaviour.
If that doesn’t work then we will look at all the legal powers available to us and select a course of action which will bring relief to the situation in the shortest possible time.
We will always provide support all the way through for you, we will agree how often we will contact and update you.

Report it

Call us - 0300 303 9848
Email - TenancyServicesAdmin@wvht.co.uk
Facebook
Twitter
Contact us

Tenancy Services

The Tenancy Services Team are here to help with all areas of your tenancy. For general enquiries about your tenancy email us or call us on 0300 303 9848.

Support & Wellbeing Service

Our team is dedicated to enabling and empowering individuals living in our properties to remain in their home and become self reliant.

SAW logo We offer assistance to customers trying to overcome difficulties they are having in their lives and provide a free, friendly, confidential service in your home (or other preferred location). We also offer information, advice, support and guidance to people who require help in managing their tenancy with us and other related issues.

How to ask for help:

To make a self-referral (or a referral on behalf of any Trust tenant), download the Referral form 18-19.doc [doc] 398KB and either email or post the completed referral to us.

What happens if I ask for help?

After we receive the referral, we will make a decision about whether we can help you or whether we need to refer you to another service. You will be contacted within seven days of us receiving the referral and we aim to see you within a month if we have offer support. If your referral is deemed to be urgent, we will come to see you as soon as possible.

When we visit you, we will complete some paperwork with you to help identify your support needs. We will then discuss the best ways to address your support needs and develop a support plan together. This is a document agreed between you and your support worker. It is individual to your circumstances and will be regularly reviewed with your support worker to meet your needs.

The amount of support you receive and the length of time you receive it will depend entirely on your situation and what help you need. The aim of your support is to enable you to become self reliant in your home - it is continually assessed and is dependent on your commitment. The service is entirely confidential and we will not pass on your information unless you give us specific permission to do so. For more information, consult the Privacy Statement on the reverse of the Referral Form.

If you have any queries, call us on 0300 303 9848 or email us.

Other ways to pay your rent

Please note during COVID-19 some of these rent payment options may change.

We have several options to make paying your rent as easy as possible:

Direct Debit

Direct debit is a cost effective and trouble free way of paying rent from your bank account. You can now pay on any day of the month.

Download the form here and email or post it back to us.

My Account App

You can pay your rent anytime and anywhere via our App, https://myaccount.wvht.co.uk/

24 Hour Automated Payment Line

Have your 10 digit rent/garage reference number and a debit/credit card available then call our 24 hour automated payment line on 0300 303 0309.

If you need to speak to someone you can contact us during office hours.

Rent Payment Card

You can pay with cash, debit card or cheque at any Payzone or Post Office using your rent payment card.

If you want to pay at a Payzone or the Post Office but don’t have or lost your rent payment card card call contact us and we can order you a new one.

Benefits & Universal Credit

If you need any help, support or advice contact our Money Matters Team