Services For Customers

Customer information

How can we help? You'll find a wide variety of customer information here, and if you can't find what you're looking for please contact us.

COVID-19 Information for Customers

Our latest service update June 2021

We understand even as we move through the gradual lifting of Government restrictions, COVID-19 continues to be a worrying situation, the safety of our colleagues and customers is our utmost priority. We have assessed the latest England wide roadmap stage and you can see an update regarding our services below. We will continue to monitor services and will let customers know if any changes do take place.

Due to the pandemic we are seeing daily challenges that affect our workforce and customers. We are working hard to resolve the issue as quickly and efficiently as possible. The main priority is always to keep our employees and customers safe. We do have an ongoing backlog of work and are working through this using a risk-based approach, keeping customer and employees safe at all times. This is influencing completion times for repairs which are taking longer to complete than normal, this is especially affecting large plastering works, where our staff would need to be in properties for a number of days.

Appointments booked

Cancelled repairs from the initial of lockdown continue to be carried out. However in some areas of work such as Plastering and Roofing works we have a backlog due to the current pandemic, and are having to prioritise some repairs.

Routine Repairs

You can report new routine repairs via our app, click here to download or by calling us on 0300 303 9848. Emergency repairs (including any necessary compliance checks / H&S related work or inspections) continue by calling 0300 303 9848.

Our Head Office Our Head Office at Gadbrook Park remains closed. In-line with Government Restrictions we aim to re-open our reception facility at our Gadbrook HQ from 2nd August. All of our services remain available remotely.

Our support teams continue to work from home, please visit the service pages on this site for more informartion.

A visual guide to services

service update june 21

Your Questions Answered

There are a lot of Weaver Vale vans on the roads, why isn't my repair being done?

We are having to change the way we deliver the repairs service in line with government guideline to keep our staff and customers safe. This means on occasions we have to reduce the number of staff in a property at any one time, therefore you may see staff in vans as they wait for their colleagues to finish their part of the repair

The appointment to carry out my plastering was cancelled in March and I am still waiting for an appointment, when will this be done?

We are working through the backlog using a risk-based approach. This means where a repair has potential to cause harm to a customer or further damage to the property, these repairs will be prioritised first. In most cases plastering does not create a high risk to customer or home. We are looking to work with some trusted contractors to assist with delivery of plastering works.

Why is my neighbours repair being done before mine despite reporting it afterwards?

We understand that all repairs are important to our customers, in some areas of work such as Plastering and Roofing works we have a backlog due to the current pandemic, and are having to prioritise some repairs. This may mean that you see a neighbour getting works completed quicker that yours.

I am waiting for a surveyor appointment, when will this be done?

We are working through the backlog of surveys, prioritising on risk. We are dealing with daily challenges relating to Covid-19, to keep customers and employees safe at all times. We have made the decision not to book appointments too far in advance in case our employees having to self-isolate.

I have been waiting before Covid for job to be done and now Weaver vale are using Covid as an excuse.

At the time of lockdown there were appointments booked into diaries for our staff to attend, which we had to suspend due to government guidelines. These repairs will have been reported before Covid, but the completion has been affected by Covid. We are working through these using a risk-based approach.

Why was my repair cancelled/rearranged at short notice?

We are dealing with daily challenges due to COVID, on occasions our staff have to isolate following government guidance which may result in appointments being rearranged. We are still working closely with supply companies because there are still national shortages of some products. This is also the reason we are not booking appointments too far in advance.

Why are the Trust spending more money on gardens than inside homes?

We have the same responsibilities to carry out repairs externally keeping properties safe and compliant. The Operatives that undertake this work have specific trade sets and by reducing this type of work it wouldn't give us any extra capacity to deal with internal repair backlogs.

Why is it taking so long for repairs to be carried out?

Repairs are taking longer at present as we are working through the backlog. Covid has meant that we have had to follow more H&S guidelines including extra PPE for employees and cleaning surfaces down after the works are completed. We are working with a reduced workforce as people have to isolate in line with government guidelines.

It's been hard to get through to you by phone.

We appreciate at certain times the phones lines are busier. The majority of our staff are working from home and doing their best to handle the increased calls we have been experiencing. Why not save time and download our FREE My Account app to book/change a repair and check your rent balance, click here to create an FREE account.

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 include;

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 use/register for the app click here

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
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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.

Universal Credit

If you would like to download these useful fact sheets then please click here.

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 Support Wellbeing Team Referral Form 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

Rent app FAQ's

Scroll through the questions below to find answers to our most frequently asked questions. Can't see what you're looking for? Call one of our Customer Ambassadors on 0300 303 9848.

I’ve forgotten my password

You can reset this on the login page by clicking 'Change your password here' under 'Forgotten your password?'

I want to change my email address, phone number or password

You can update any of these from within 'My Profile'

I want to change the name My Account is using for me

Please call us on 0300 303 9848, a Customer Ambassador will update this for you.

I no longer have access to the email address I used to create My Account

You can update your email address from within your My Account.

Log in to My Account with your previous email address as normal and then within the ‘My Profile’ section there is an option to update your email address. There is no need to update your password.

The next time you log into your My Account, you will need to use your new email address.

I have forgotten my password and I’ve lost access to the email address I used to create My Account

I'm an iHousing user, what will happen to My Account?

We are officially switching over to My Account on 18/12/2019 and you will no longer have access to your iHousing account. All the same information plus much more is available in My Account.

I’m being told my repair is an emergency and I need to call you, why?

We class an emergency as any repair that is required in order to sustain the immediate health, safety or security of the customer at risk or affects the structure of the property. If you call us out of normal business hours, you will be redirected to our emergency out of hours line.

Why can't I reschedule or cancel my repair?

You can only reschedule or cancel repairs you have raised yourself through My Account. Please call us on 0300 303 9848 if you wish to discuss or amend an appointment that was booked outside of My Account.

I can't see the repair type I need

Please call us on 0300 303 9848 to report this.

I want to report a repair in a communal space e.g. Communal hallway

Please call us on 0300 303 9848 to report any repairs in communal areas

I’ve submitted a payment but it isn't showing on my rent statement or rent balance yet

It can take up to four working days for your payment to show on your rent balance and statement. This is just while we process the payment in our internal systems. You can see a record of all payments you have submitted to us via My Account on the Payments page - you can find this under 'Rent Account' in the top menu.

I don't know if my payment was accepted

Go to the Payments page to see the status of any payments submitted to us, including declined transactions. If the payment does not show in this screen, it has not been submitted.

Can I enlarge the text in My Account?

Yes, please see instructions below.

On a PC - hover over the right hand side of the screen and click the 'Up' or 'Down' buttons next to the 'Aa' symbol to increase and decrease the font size.

On a mobile device - tap 'Tools' in the bottom left of the screen and tap the 'Up' or 'Down' buttons next to the 'Aa' symbol to increase and decrease the font size.

Can I alter the contrast in My Account?