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

What is an Emergency Repair?

An Emergency is 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. Here you will find a guide to what is an emergency repair. 

A suspected gas escape or Carbon Monoxide

Leave the house and phone the National Gas Emergencies number immediately on 0800 111 999, please then call us on 0300 303 9848

We have lost the entire supply of electricity, and/or water and/or gas in our home 

In the instance of total loss of power, water or gas. Please check with your neighbours to see if other properties are affected before contacting us. If more than one property is affected please check website your gas or electricity suppliers website. If just your property is affected call us on 0300 303 9848.

We have lost the entire heating provision in our home 

Please call us on 0300 303 9848. If you have alternative heating such as an electric, gas or solid fuel fire then this will not be classed as an emergency unless there are vulnerability issues to consider, our Customer 1st Hub colleagues will discuss this during your call

We have lost hot water facilities

Where your health condition requires regular bathing and where there is no electric shower please call us on 0300 303 9848

Serious plumbing leaks where the property structure is in danger of damage

If the leak is containable this is not considered to be an emergency, please call us during the daytime to report as a standard repair.

Serious structural failures in your home

If you feel your home is unsafe, please leave and then call us on 0300 303 9848

Our home is not secure / Broken glazing to windows

If the external pain only is cracked this would not be considered an emergency. The emergency repair will be to board up the window only to 1st floor.

Our toilet is blocked and its the only one we have in the house.

If you have one toilet and that is blocked please call us on 0300 303 9848. If you have more than one working toilet this is not an emergency repair. If the blockage is affecting more than one property, please contact United Utili

Our main drain is blocked

Please call us on 0300 303 9848, If the blockage is affecting more than one property, please contact United Utilities

Our communal door entry system is broken (where access is being restricted/left insecure)

Please call us on 0300 303 9848

Our service lifts (including stair lifts) are not working 

Please call us on 0300 303 9848

We are locked out of our home.

Please be aware that this will be rechargeable to yourself at a cost of £120.00. Are you able to gain access through another door or has a neighbour or family member got a key to your property? If your tenancy is in joint names, permission to carry out the repair will be required from both of you. If you require a lock to be changed for any other reason, please contact us.

Our Mains smoke alarm and/or carbon monoxide (CO) alarm is faulty

Please call us on 0300 303 9848

Chargeable Repairs

You may be charged for a repair if it is clear that the damage was caused by you or someone who was in your property. You may be charged in advance for the following repairs:

  • Replacement keys (unless you have a crime number)
  • Assisting you if you are locked out
  • General repairs not attributed to wear & tear
  • Re-glazing (unless you have a police crime reference number)
  • Damage to the property not attributed to wear & tear
  • Removal of structures without our permission
  • Any work undertaken without prior permission from the Trust

Repairs Priorities

During the current Covid Pandemic we may not be able to meet our usual response times as detailed below, as we face daily challenges from customers and staff having to self isolate and a delay with our supporting contractors and material suppliers as a direct impact from Covid-19

We understand that all repairs are important to you. However, we group repairs into different priorities to make sure we deal with the most urgent ones quicker.

We group repairs as follows:

Responsive Repairs - These are undertaken on a priority basis based on the nature of the report.

Emergency Priority One - We aim to complete these within 24 hours.

Routine Priority Three - We aim to complete these within 28 days and are non-emergency.

Repairs Appointments

When you book a repair we will provide you with an appointment date and time slot convenient to you. 

The time slots that we are able to offer are:

  • All Day – This appointment will be attended to at some time during the working day, from 7.30am (with customers agreement), if not between 8.00am to 5.00pm.

  • AM – This appointment will be attended from 7:30am (with customers agreement), if not 8.00am to 12.00 midday

  • PM – This appointment will be attended to between 12:00 midday to 5.00pm

  • School Run – Customers have a choice of an appointment between the hours of 9:30am and 3:00pm, or 10:00am and 2 pm this is used to accommodate customers who need to drop off, and collect children from school move to the start of School run.

  • Programmed Repairs: For work that will take more than four hours to complete, we will draw up a timeplan with you, with a target completion time not exceeding one year from when it was reported.

Please note Priority One repairs are for emergencies only and if any repair requests are found not to be a genuine emergency, then you may be charged for the works. Likewise, any repairs that are deemed to have been requested as a result of damage caused by you, you may also be charged for them.

Repairs and Upgrades Explained

We receive lots of questions around repairs, as well as upgrades and alterations. Although we have a dedicated policy (which you can view here), these are some of key questions we regularly receive when it comes to our repairs service.

How do I report a repair?

You can report a repair by calling 0300 303 9848 or download our new App.

If you have an emergency repair please call us on 0300 303 9848. An Emergency is 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

How long am I expected to wait for a non-urgent repair?

Our aim is to complete non-urgent routine repairs within 28 days of it being reported to us. We'll make an appointment at a time that is convenient for you. We will also send you a text message or letter confirming your appointment.

Which repairs is Weaver Vale Housing Trust responsible for in my home?

  • Baths and Basins- damged or loose
  • Communal areas
  • Decoration to building (external)
  • Disabled adaptations maintenance (such as adapted showers/handrails/stairlifts)
  • Doors, door locks & door frames(external & Internal)
  • Double glazing (failed/misty inits)
  • Drainage/Blocked Gully/Grid
  • Driveways
  • Electrical Repairs
  • Faulty taps
  • Fences, walls and Gates
  • Floor boards
  • Gas fires
  • Gutters, roof, chimneys
  • Heating and hot water
  • Kitchens
  • Light fittings
  • Path from front gate to entrance and one flag around the perimeter, steps and ramps installed by WVHT
  • Plastering
  • Smoke, heat and Carbon Monoxide alarms
  • Waste pipes
  • Window frames and fittings

Which repairs am I responsible for in my home?

  • Chains and plugs
  • Decoration (internal)
  • Domestic appliances e.g. cookers, fridges, washing machines (including fitting)
  • Environmental treatmean of wasps and ants nests, vermin, pigeon, squirrel, flea or beetle infestation
  • Fixtures and Fittings (such as coat hooks, light shades, curtains rails, toilet roll holders)
  • Floor coverings, grippers & door bars
  • Garden maintenance
  • Glazing (broken glass)
  • Loss of keys
  • Oven hoods
  • Sheds and Garages
  • Shower curtain, rail, toilet roll holder, towel rail, sink plugs and chains, toilet seats
  • TV aerial
  • Washing line/Rotary Airers

When will my fixtures and fittings be upgraded?

We plan our programme of works based on the information we have regarding your property. We will also look at wear and tear and check this against the life expectancy and condition to determine which fixtures and fittings are due for replacement or upgrade. If a fixture or fitting is still in working order, we will continue to repair it until it is no longer fit for purpose. If you believe the item is beyond repair, please get in touch.

Can I make alterations to my property?

We usually allow this to happen but you must get in touch with us first. You can apply for permission using this online form or by submitting it in writing.

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.

COVID-19 Information for Customers

Our latest service update can be found below (updated November 2020)

We understand COVID-19 continues to be a worrying situation, the safety of our colleagues and customers is our utmost priority. We have assessed the restrictions of the current (England 5th November to 2nd December 2020) lockdown and at present we do not see this lockdown affecting our customer-facing services. We will continue to monitor this 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 a backlog of work that has been created due to Covid, which we are working hard to resolve. We are working through this backlog 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 

From late June customers who had repair(s) cancelled at time of lockdown received text messages with new appointments for those routine repairs to be rescheduled. 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 remains closed. 
  • Our support teams continue to work from home, please visit the service pages on this site for more informartion.