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FAQ's
How do I report a repair? There are a number of ways to report repairs:
How long do repairs take? Different types of repair have different target times for completion. We categorise repairs as follows:
Examples include: (i)Restoration of essential services such as water or electricity (ii)Gas leaks (iii)Major electrical faults with the risk of fire (iv)Structural damage.
Will my home be modernised? We have a five year improvement plan for major repairs and improvements to our properties. Please contact our Customer Service Team for to find out if your home is included in the programme. If we are planning to carry out improvements to your home we will let you know well in advance. We will also consult with you about any choices you can make about the work.
Can I improve my own home? So long as you have our permission in writing and hold a full assured tenancy you can make improvements, alterations or additions to your home. Work must not be started before permission is given. Typically tenants need permission to: Please contact us to discuss your plans and to obtain a form to apply to make the improvements you require. Download our Application to Improve a Property in pdf format.
CAN I SWAP MY HOME WITH SOMEONE ELSE? There are two options available to Wansbeck Homes’ tenants wishing to move to a different property, one is by transfer and the other by mutual exchange.
Can I transfer my home to another
Yes. If you are a Wansbeck Homes resident and wish to transfer to another Wansbeck Homes property, you need to complete the same application form as when applying for a home.
Can I exchange my home with another?
Exchanges can be made between secure tenants of local authorities and assured tenants of housing associations. People seeking a mutual exchange need not be geographically restricted and can move across districts.
Mutual exchanges are reliant upon tenants finding a person who wishes to move by way of ‘swapping’ tenancies. Wansbeck Homes does not help tenants by pairing up applicants for mutual exchanges but offers tenants the opportunity to advertise their current properties and preferences via Northumberland Homefinder Mutual Exchange Scheme.
Download full PDF version of the Brochure here
Download full PDF version of Application form here.
Can I buy my home? If you were a secure or introductory tenant of Wansbeck Council on 25 February 2008 and had the right to buy your home when Wansbeck Homes took over the Council’s properties you can buy your home from Wansbeck Homes under the Preserved Right to Buy scheme. If you are a new tenant you will not have the Preserved Right to Buy you may still have the right to buy your home if it was bought or built by us or Wansbeck Council after 1987 with the aid of a government grant.. This is known as Right to Acquire. There are exclusions, these include: Application forms and guidance leaflets are available on request from any of our access points, by email to enquiries@wansbeckhomes.co.uk or by contacting our customer services team on 0844 800 3800.
How much notice do I give should I leave my home? You must let us know in writing at least four weeks before the date you want to end your tenancy. Your notice period must start on a Monday. If you do not give four weeks notice we will still charge you rent for the four weeks from the date you tell us or from the date we become aware that you are leaving or have left. If you receive housing benefit this will cease as soon as you move out of the property.
How can I pay my rent? We offer a number of ways to pay your rent and with exception of paying through your bank, you should have your rent payment card available when making payment: Download our Direct Debit Form in pdf format.
What if I get married or have a new partner? If you want someone to become a joint tenant with you we will normally allow this if they are a partner by marriage or civil partnership or someone has been living with you as a partner for at least 12 months. Please use an ‘Application for Joint Tenancy’ form to make the request. It should be noted that any new tenancy will be an assured tenancy, you will be subject to a new agreement and a new rent will be charged. Download our Application for Joint Tenancy in pdf format.
Who is responsible for repairing fences? Wansbeck Homes is responsible for boundary fences and walls around our properties, but tenants are responsible for walls and fences between neighbours. These are known as party fences.
What should I do if I am having problems with my neighbours? We encourage our tenants to consider and be tolerant of their neighbours when going about their day to day activities. We also know that there are times when this does not happen and in some of these instances your neighbours may not know that they are upsetting you. Tenants are encouraged in the first instance to talk to their neighbours about the problems they are causing. If this approach does not work you should contact us, we will treat your complaint seriously and treat all information received as confidential. You may be asked to keep a diary of the problem. Our actions will be determined by the severity of the problem.
How do I make a complaint? Complaints can be made by phone, email or post or by visiting your local Area Housing Office. We will make every attempt to resolve your complaint at this stage but if you are still unhappy with our response or the steps taken you can make a formal complaint by contacting the Manager of the service you are complaining about. You will receive a letter acknowledging your complaint and a copy of our complaints policy in 5 working days and a full response within 10 working days. Download our Complaint Form in pdf format.
The PDF version of the Complaints leaflet can also be downloaded here
