Which repairs am I responsible for?
Although we are responsible for completing most repairs to customers’ homes, you may have to pay towards the cost of repairing or replacing damaged items. You are also responsible for maintaining some items yourself.
We have developed a new Repairs Handbook that provides you with helpful advice and guidance, and summarises everyone’s responsibilities.
If you are a leaseholder, your rights and responsibilities are different to those of tenants.
Why your voice matters
Wolverhampton Homes is committed to continuous improvement – and that means listening to you, our customers.
The customer voice has never been more important and as we enhance our high-quality services, we are working with you to ensure we meet your needs.
When we published our draft repairs and maintenance policy in the summer, more than 1000 of you responded. Thank you to everyone who took part in this important exercise.
We carefully noted every comment and suggestion you made, and looked to see where we could make changes that would make a positive difference to you.
Here is what we have done:
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You want more information about tenant and landlord responsibilities
We have developed a new Repairs Handbook that provides you with helpful advice and guidance and summarises everyone’s responsibilities. You can find it here.
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You want greater clarity on what repairs will be completed and the approximate timescales for completion
When we inspect your home at your request, we now leave written receipts that summarises what repairs need to be done and timescales you can expect for them to be completed.
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You wanted emergencies to be completed more quickly
We complete more than 99% of emergencies within 24 hours, with most being completed the same day. We assess and prioritise emergency calls based on risk and the vulnerability of the occupants.
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You asked for scaffolding to be removed more quickly once works have been completed
We have new contracts and systems in place to prioritise the removal of scaffolding after works. However, unforeseen circumstances can sometimes mean the scaffolding will be needed for longer than originally expected. If this is the case, we will inform you.
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You wanted mould to be removed more quickly
We have appointed additional specialist officers and tradespeople to address the concerns of damp, mould or condensation. We prioritise the treatment of any mould that could be hazardous to health and this is often removed within one working day. We have also produced updated guidance and videos to help you control condensation in your home and to advise on the routine cleaning you should do to prevent mould becoming hazardous.
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You wanted us to keep appointments
We have updated our scheduling systems and appointment booking options for the My Account customer app. This has resulted in us completing more than 96% of requested appointments. We always try to keep you informed if we cannot keep an appointment and we ask that you also let us know if you are not going to be in, so we can visit other customers.
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You asked for clearer timescales for property improvements
Most routine repairs are completed within 20 working days. We deliver planned programmes for major works or work where new components such as plastering walls, paving, or new kitchen units are needed. The timescales for these vary, depending on available budget and demand. When we visit your home to assess the work required, we will always advise you about the approximate timescales, where they are known, and we will keep you informed of progress.
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You want fewer visits from our operatives to complete a repair
We have employed more multiskilled trades operatives so we can increase the number of repairs completed at first visit. We are also evaluating the use of remote video calls to undertake inspections of homes in the hope this will reduce the need for you to wait at home for an inspector.