Questions:

• Anti-Social Behaviour (ASB) – e.g. neighbour is behaving in an anti-social way, please can you support them?
• A WH property is overgrown with untidy gardens.

Triage:

• WH will forward the enquiry to the ASB team or the Tenancy Management team to investigate.
• All enquiries should be directed through the designated channel for member enquiries, and they will then be logged as a contact for us to follow up on.

Answers:

ASB:

• Most enquiries relate to dissatisfaction with the outcome of an investigation, but we uphold very few formal complaints about the ASB service.
• Person reporting should be referred to the ASB policy: Wolverhampton Homes | Anti-social behaviour policy

Tenancy management issues:

• Wolverhampton Homes | Tenancy breaches
• My tenancy and find my tenancy officer: https://www.wolverhamptonhomes.org.uk/my-home/my-tenancy/

Questions:

• Customer reporting damp, mould, or condensation in their property.

Triage:

• Repairs and maintenance policy includes damp, mould and condensation information.

Answers:

• Damp, mould and condensation information: https://www.wolverhamptonhomes.org.uk/my-home/repairs/damp-and-mould/

Questions:

• A WH resident has reported fly tipping outside their property. Please can you assist in removing it?

Triage:

• Confirm this is a WH property or managed land.

Answers:

• The enquiry will be logged with the relevant team and raised as a job to investigate, and to arrange the removal of fly tipping where this is identified as WH responsibility: Wolverhampton Homes | Rubbish, recycling and fly tipping

• To report a fly tipper via the city council: https://www.shopatipper.com/

Questions:

• Are there any council garages to rent nearby?

Triage:

• Availability is very limited.

Answers:

• Wolverhampton Homes | Rent a garage

Questions:

• Customer requesting permission to install a hardstanding to their property.
• Financial assistance with installing a hardstanding.

Triage:

• Does this fall into the Home Improvement Agency (HIA) eligibility criteria?

Answers:

• HIA details: https://www.wolverhamptonhomes.org.uk/help-support/supporting-people/grants-and-support/
• Dropped kerb request advice: Dropped kerbs | City of Wolverhampton Council
• Permission to install a driveway guidance: Wolverhampton Homes | Carrying out your own alterations

Questions:

• Wolverhampton Homes' Home Improvement Agency (HIA) is a service dedicated to helping older people, people with disabilities, and vulnerable people to live in their own homes safely and comfortably. Does my resident qualify?

Triage:

• Does this fall into the HIA eligibility criteria?

Answers:

• HIA further details and eligibility: https://www.wolverhamptonhomes.org.uk/help-support/supporting-people/grants-and-support/

Questions:

• A leaseholder is questioning their recent invoice -please can you look into it.

Triage:

• Information and advice for leaseholders.

Answers:

• Advice on service charges can be found here: Wolverhampton Homes | Service charges

• Leaseholder responsibilities: Wolverhampton Homes | Leaseholders

Questions:

• A WH resident has an infestation can you help?

Triage:

• Confirm this is a WH property.
• Is this inside a tenant’s property?
• Have they been provided with the link to the council’s pest control service?
• Check if the issues are located in a communal area or coming from another WH property – if so, WH will inspect and take the necessary action.

Answers:

• Infestations and pest control are the responsibility of the tenant under their tenancy agreement, unless this relates to a repair or management issue, or in a communal area.
• The council offer a pest control service to all city residents.
• This can cause resistance with customers who often want WH to respond to these requests.
• City of Wolverhampton Council pest control: https://www.wolverhampton.gov.uk/environment-and-climate/pest-control

Questions:

• My resident has been waiting a long time for a repair or it has not been completed, please can you investigate?

Triage:

• WH will forward on your enquiry to the repairs team for them to investigate and respond.
• All repairs WH are contacted about are logged and investigated.
• They are prioritised in terms of urgency as judged by our repairs criteria.
• The repairs planners schedule appointments and customers are informed of timescales at the point of logging the repair.
• A new online service for customers to be able to log their reports and schedule a convenient appointment is in development.

Answers:

• Report a repair and how long will my repair take: Wolverhampton Homes | Report a repair
• Access My Account to report repairs: Wolverhampton Homes | My Account
• For fencing repair enquiries refer to the Fencing Policy: Wolverhampton Homes | Fencing

Questions:

• New enquiry: If you are a secure tenant and have been a council or social housing tenant for three years or more, you may have the Right to Buy.
• Existing enquiry: Customer has submitted a Right to Buy request which is now out of timescale.

Triage:

• New enquiry: Signpost to eligibility checker.
• Existing enquiry: Confirm if this is outside of timescale – if yes, send on to WH members email inbox for follow up.

Answers:

• Eligibility checker: https://www.ownyourhome.gov.uk/scheme/right-to-buy/eligibility/
• Right to Buy information: https://www.wolverhamptonhomes.org.uk/find-a-home/buying/right-to-buy/right-to-buy-information/
• Delays with Right to Buy: Right to Buy: buying your council home: Delays - GOV.UK (www.gov.uk)

Questions:

• There are trees that are overgrown, dangerous or blocking light, causing issues for one of my residents, please can you get them removed?

Triage:

• We only deal with tree issues if they are dead, diseased or dangerous.

• If it is raised as a new issue, WH contractor would undertake an assessment and make recommendations.

Answers:

• Garden and trees advice: https://www.wolverhamptonhomes.org.uk/my-home/managing-my-home/gardens-and-trees/

Questions:

• Concerns around the condition or repair to a piece of land.

Triage:

• We will establish if the land falls under the responsibility of WH or council.

Answers:

• Property and land ownership | City Of Wolverhampton Council