Frequently Asked Questions
Welcome to our Frequently Asked Questions page. Here you’ll find clear, straightforward answers to the questions we’re most commonly asked about our services, homes, and processes. We’ve designed this section to help you quickly find the information you need, but if you can’t find what you’re looking for, our team is always happy to help.
FAQs
How do I apply for a home?
You can apply via Home – Homechoice. If you’re interested in renting a home from us or any other partner landlord, the first step is to register and then complete an online application. Already registered? Simply login to access your account.
How long will I have to wait for a property?
Waiting times vary depending on your circumstances, the type of property you need, and availability in your preferred area. Some applicants may be housed quickly, while others may wait longer.
Who is eligible for housing?
A full copy of the policy we follow (alongside all other partner landlords), can be found on the Home – Homechoice website. From April 2026, the policy is being amended and will be based on a range of bands and you should contact Homechoice directly for detailed information
Can I swap my home with another tenant?
Yes, you may be able to arrange a mutual exchange with another tenant, subject to our approval and certain conditions. Please contact us to find out more.
How do I report a repair?
You can report repairs online via our customer portal, by phone on 01925 246810, or in person at our office.
What is the difference between emergency and routine repairs?
Emergency repairs are issues that pose an immediate risk to health, safety, or security (e.g., no heating in winter, major leaks). Routine repairs are non-urgent and will be scheduled within our standard timescales.
Can I make changes to my home?
We want you to be happy in your home and would not unreasonably refuse any changes you want to make. But so we can keep track, we would ask that you contact us to ask permission. before making alterations. Some changes may require planning permission or building regulations approval.
How is my rent calculated?
We set our rents in line with Government guidelines for the type of property you live in and details about how rents increase (usually annually) is contained in your tenancy agreement. Please note you may also be charged service charges for communal areas. A breakdown of which will be in your tenancy agreement.
How do I pay my rent?
You can pay your rent via our Allpay portal. allpay – Internet Payments – Sign in. Or you can call us on 01925 246810
What should I do if I’m struggling to pay my rent?
Contact us as soon as possible on 01925 246810. We can offer advice, set up payment plans, and connect you with financial support services.
How do I end my tenancy?
You’ll need to give us written notice, usually four weeks in advance. We’ll arrange a final inspection and discuss any outstanding rent or repairs.
How do I report Anti Social Behaviour
Anti-social behaviour (ASB) can ruin lives. It’s important that you report any concerns that you have about ASB in your area. Call 999 if you are in immediate danger or concerned for the safety of a neighbour. The non-emergency police number is 101. Call 0800 555 111 to report suspicious behaviour to CrimeStoppers.
As a housing Association, we might be able to help. Our aim to provide a safe and secure environment for you to live in. We want to do everything we can to any problems of this nature. You can report incidents directly to us by completing contact us form, or contacting us via your customer portal.
Can I get involved more with how my Housing Association is run?
Yes, we welcome involvement from our customers and have a range of ways you can get involved from applying to become a Board member, right through to attending the range of community events we plan each year. For more details see the Get Involved section of our website.
Can I keep a pet?
WHA is a Pet Friendly organisation, and our policy can be found by logging into your customer portal. Sometimes its not possible to allow people to keep pets, because of the type of accommodation they live in. We would also expect our customers to adhere to any government legislation in relation to banned breads. It’s also important to know that you need to ensure that your pet does not cause a nuisance as this could put your tenancy at risk.
I have a disability, where can I get support
WHA has an annual budget each year for adaptations to their properties, the details of our policy can be found by logging into your Customer Portal. We also work with your local authority to access grants, should you be eligible. Please do not hesitate to contact us if you require assistance.
How do I make a complaint?
We really do want our customers to be satisfied with the service we provide, so if we get things wrong, it is good for us to know. We can then put things right for the customer and stop the issue from recurring in the future. Full details can be found in the Complaints section of our website. Including details of our performance and improvement plans.