General
How do I become a Board Member?
The Board is elected from shareholders and therefore anyone considering applying to be a shareholder must have the skills, experience and be willing to stand as a Board Member. The Board approves the applications of prospective shareholders and seeks to attract people who represent the communities served by the Association.
Complaint or Concern
We take complaints and concerns seriously. We believe it’s best to deal with things straight away and we try to resolve it for you informally there and then or put steps in place to sort it out. We will review your complaint/concern formally if you are unhappy with our response or if your complaint/concern is of a very serious nature. As part of the formal resolution process we will acknowledge your concern with the details who will be investigating your complaint. We will ask you what you want us to do to remedy the problem. We will aim to investigate and respond to you within 20 working days (but we may need to extend this if it’s a complex matter). We will keep you informed of what’s going on; the level of contact will be based upon the issue itself.
Housing
What is Extra Care?
Extra care is not just an apartment or house – it’s your home with your own front door. By moving into one of our schemes, you can have a new lease of life, knowing that you can live your life independently, with care and support from the on-site care team when you need it.Every individual is different, so as a resident, the care and support provided will depend on your needs. There is also an opportunity for you to socialise, meet other people and enjoy learning new skills.
What is the low cost home ownership scheme?
This scheme is operated by Wales & West Housing in partnership with the local authority to assist buyers who want to get onto the property ladder but cannot meet the full cost of buying their first home.
Homes under the schemes are offered to buyers at 70% of the open market value. You would own the property outright but Wales & West Housing would hold a legal charge on the remaining 30% equity share. You would only need to raise a mortgage/deposit for the 70% and no interest or rent would be payable on the 30% equity share.
Successful applicants will need to demonstrate by way of a mortgage in principal that they are able to finance 70% of the property value. A deposit of between 5% and 15% would still normally be required by mortgage companies.
Buying a property through the scheme will still incur the normal costs associated with buying a property on the open market including valuation, mortgage and survey fees, legal fees and stamp duty.
Do you allow pets?
In almost all cases yes – we’re aware of the happiness and companionship pets can bring and all we ask is that you follow a few simple rules. Please let your housing officer know if you’re planning to get a pet. Once you become a pet owner, care for them responsibly and ensure they don’t cause a nuisance to neighbours. You are not allowed to keep any animal registered under the Dangerous Wild Animals Act 1976, and only if you have a certificate of exemption from a court can you keep a dog registered under the Dangerous Dogs Act 1991. Contact your housing officer if you have any questions or require advice.
How do I transfer to another Wales & West Housing home?
If you already live in a Wales & West home but it is no longer suitable for you, you can ask for a transfer. If you live in Bridgend, Swansea or Wrexham call our Housing Options Team on 0800 052 2526 (9am-5pm, Monday to Friday) who can discuss your options with you. For other local authority areas you will have to contact the local authority in the area you wish to move to and join their Common Housing Register.
Before applying for a transfer, please make sure:
- Your rent is up to date
- Your property is in good condition
- You don’t cause a nuisance to your neighbours
You might like to look into a mutual exchange as this could increase your chances of finding a suitable home more quickly.
How do I exchange home?
If you’re looking to move home, the easiest way is to swap with someone else living in a house owned by a registered social landlord. HomeSwapper is a website, where people wanting to move can post details of what they want and get matched with other people wanting to move. Registration to HomeSwapper is free for Wales & West Housing residents and once you’ve signed up you can post details of what you’re looking for and what you’re swapping. HomeSwapper will automatically search for potential swaps and alert you of potential matches.
When you have found someone to exchange with, contact our Housing Options Team on 0800 052 2526 or e-mail us at housingoptionsteam@wwha.co.uk. They will send you the exchange form to complete and return before we can approve the swap.
Before applying for a mutual exchange, please make sure:
- You have been a resident for more than 12 months
- Your rent is paid up to date
- Your home is in a good condition
- The property you wish to move to is suitable for your needs
- You are not in any other breach of your tenancy agreement
What happens if I pull the emergency alarm cord in my home or push the button on my pendant?
An alarm will ring through to our emergency alarm centre at Head Office.
We will speak to you either through the alarm or your telephone to find out about the problem.
If you have activated your alarm by mistake please don’t worry just let us know straightaway and we will close down your call.
If you have a problem we will ask you some questions to find out some more - this helps us to get you the right help.
Depending on the problem we will call your carers, your emergency contacts (often a member of your family or a friend), your GP and, sometimes, an ambulance or the police.
Sometimes we will be able to call a WWH member of staff but this not always possible especially outside office hours.
We cannot guarantee how long it will take to get help to you as we are often relying on outside organisations such as the ambulance service or a member of your family.
If you are waiting for a long time we will try to keep you updated on when help will arrive and we will either stay on the line with you or check in with you regularly to check that you are okay.
If we call an ambulance and you are admitted to hospital we will let your family know.
Rent
I don’t have a bank account, can I still set up a Direct Debit?
If you haven’t got a bank or building society account don’t worry, we can help and support you to set one up.
Contact my Housing Officer
I do not have enough money in my bank account for my Direct Debit. What should I do?
Contact us immediately so we can talk to you about paying your rent. If told in sufficient time, usually two working days, we may be able to suspend the Direct Debit and stop you having to pay bank charges.Email: Direct.Debits@wwha.co.uk
Contact my Housing Officer
I am struggling to pay my rent and bills. Can you help?
Yes we can. Contact your Housing Officer for support and advice.
How do I set up a standing order?
A Standing Order is where you tell your bank to pay us an exact amount regularly. Speak to your housing officer who can help you to set up a standing order.
Contact my Housing Officer
Can I pay over the phone?
You can pay over the phone using your debit or credit card by calling our Customer Service Centre on 0800 052 2526. We cannot take card payments unless the card holder is present. Alternatively you can make a payment online now.
I have a Swipe Card, can I still use this?
Residents who currently use Swipe Cards can continue to pay this way.Paying by Direct Debit is the simplest way to stay on top of your rent with regular payments taken straight from your bank or building society account on a date that suits you.
Set up a Direct Debit
Who do I contact about rent queries?
Please contact your Housing Officer who will help with any queries you may have or call our Customer Service Centre on 0800 052 2526.
Contact my Housing Officer
Residents
Do you allow pets?
In almost all cases yes – we’re aware of the happiness and companionship pets can bring and all we ask is that you follow a few simple rules. Please let your housing officer know if you’re planning to get a pet. Once you become a pet owner, care for them responsibly and ensure they don’t cause a nuisance to neighbours. You are not allowed to keep any animal registered under the Dangerous Wild Animals Act 1976, and only if you have a certificate of exemption from a court can you keep a dog registered under the Dangerous Dogs Act 1991. Contact your housing officer if you have any questions or require advice.
How do I transfer to another Wales & West Housing home?
If you already live in a Wales & West home but it is no longer suitable for you, you can ask for a transfer. If you live in Bridgend, Swansea or Wrexham call our Housing Options Team on 0800 052 2526 (9am-5pm, Monday to Friday) who can discuss your options with you. For other local authority areas you will have to contact the local authority in the area you wish to move to and join their Common Housing Register.
Before applying for a transfer, please make sure:
- Your rent is up to date
- Your property is in good condition
- You don’t cause a nuisance to your neighbours
You might like to look into a mutual exchange as this could increase your chances of finding a suitable home more quickly.
How do I exchange home?
If you’re looking to move home, the easiest way is to swap with someone else living in a house owned by a registered social landlord. HomeSwapper is a website, where people wanting to move can post details of what they want and get matched with other people wanting to move. Registration to HomeSwapper is free for Wales & West Housing residents and once you’ve signed up you can post details of what you’re looking for and what you’re swapping. HomeSwapper will automatically search for potential swaps and alert you of potential matches.
When you have found someone to exchange with, contact our Housing Options Team on 0800 052 2526 or e-mail us at housingoptionsteam@wwha.co.uk. They will send you the exchange form to complete and return before we can approve the swap.
Before applying for a mutual exchange, please make sure:
- You have been a resident for more than 12 months
- Your rent is paid up to date
- Your home is in a good condition
- The property you wish to move to is suitable for your needs
- You are not in any other breach of your tenancy agreement
I have a Swipe Card, can I still use this?
Residents who currently use Swipe Cards can continue to pay this way.Paying by Direct Debit is the simplest way to stay on top of your rent with regular payments taken straight from your bank or building society account on a date that suits you.
Set up a Direct Debit
Who do I contact about rent queries?
Please contact your Housing Officer who will help with any queries you may have or call our Customer Service Centre on 0800 052 2526.
Contact my Housing Officer
Can I pay over the phone?
You can pay over the phone using your debit or credit card by calling our Customer Service Centre on 0800 052 2526. We cannot take card payments unless the card holder is present. Alternatively you can make a payment online now.
How do I set up a standing order?
A Standing Order is where you tell your bank to pay us an exact amount regularly. Speak to your housing officer who can help you to set up a standing order.
Contact my Housing Officer
I am struggling to pay my rent and bills. Can you help?
Yes we can. Contact your Housing Officer for support and advice.
I do not have enough money in my bank account for my Direct Debit. What should I do?
Contact us immediately so we can talk to you about paying your rent. If told in sufficient time, usually two working days, we may be able to suspend the Direct Debit and stop you having to pay bank charges.Email: Direct.Debits@wwha.co.uk
Contact my Housing Officer
I don’t have a bank account, can I still set up a Direct Debit?
If you haven’t got a bank or building society account don’t worry, we can help and support you to set one up.
Contact my Housing Officer
What happens if I pull the emergency alarm cord in my home or push the button on my pendant?
An alarm will ring through to our emergency alarm centre at Head Office.
We will speak to you either through the alarm or your telephone to find out about the problem.
If you have activated your alarm by mistake please don’t worry just let us know straightaway and we will close down your call.
If you have a problem we will ask you some questions to find out some more - this helps us to get you the right help.
Depending on the problem we will call your carers, your emergency contacts (often a member of your family or a friend), your GP and, sometimes, an ambulance or the police.
Sometimes we will be able to call a WWH member of staff but this not always possible especially outside office hours.
We cannot guarantee how long it will take to get help to you as we are often relying on outside organisations such as the ambulance service or a member of your family.
If you are waiting for a long time we will try to keep you updated on when help will arrive and we will either stay on the line with you or check in with you regularly to check that you are okay.
If we call an ambulance and you are admitted to hospital we will let your family know.