Wolverhampton Homes manages 21,000 homes on behalf of the City of Wolverhampton Council. We also provide a wide range of tenure-neutral services, such as homelessness support, anti-social behaviour, and the Home Improvement Agency.
When you need us, we are here for you. As part of our continual improvement, we aim to deliver even higher standards and customer service excellence in all service delivery.
The social housing landscape is changing rapidly, with both the Housing Ombudsman and the Regulator of Social Housing developing greater powers to enforce higher standards on your behalf. There is new regulation, which includes the revised Consumer Standards, and the Tenant Satisfaction Measures.
Importantly, these changes reflect our long-held values as an organisation. We pride ourselves on putting you, the customer, at the heart of everything we do, and we embrace these new regulations.
We aim to offer you a great service and promise to work together with you, be open to new ideas, be respectful of others, and deliver on our promises.
Our offer to you
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Anti-social behaviour
The Anti-social Behaviour team is responsible for delivering a tenure-neutral anti-social behaviour (ASB) service on behalf of the City of Wolverhampton Council. It works closely with other agencies across the city, including the police, doing what it can to reduce harm, always with the aim of achieving long-term resolutions.
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Asset compliance
The Asset Compliance team is responsible for long-term planning and ensures Wolverhampton Homes’ compliance across a wide range of property services including gas safety, electric safety, lift safety, legionella, asbestos and building regulation.
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Concierge Management Centre
The Concierge Management Centre (CMC) is the eyes and ears of Wolverhampton Homes and the City of Wolverhampton Council, helping customers and the residents of Wolverhampton 24 hours a day, seven days a week.
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Customer contact centre (Homes Direct)
Homes Direct is the first point of contact for many of our customers. The team helps with enquiries and puts customers in contact with the relevant teams. The call handlers are committed to providing a high-quality service.
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Customer resolution
The Customer Resolution team is the point of contact for customers who are unhappy with the standard of service, actions or lack of action by Wolverhampton Homes or those acting on our behalf, where this affects an individual resident or group of residents. The team ensures complaints are addressed fairly, effectively and promptly.
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Damp, mould, and condensation
The DMC Management and Surveys team carries out damp mould and condensation surveys in customers’ homes.
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Domestic abuse
Our specialist Domestic Abuse team works with victims/survivors and their families, recognising children in families are also victims. We work with other agencies tackling domestic abuse, ensuring customers can access the appropriate support and advice.
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Electrical work, gas heating, and hot water
The Mechanical and Electrical Team (M&E) provides a 24 hour, seven-days-a-week responsive repairs service for electrical work, gas heating and hot water services. The district heating system provides heating and hot water delivered directly to customers properties from our various distribution sites around the city.
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Energy advice and support
The Energy and Climate Change team offer energy efficiency advice, support and interventions for our customers.
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Fire safety
The Fire Safety team is responsible for undertaking the fire risk assessments of all our premises and it supports our Tenant and Leasehold Officers with vulnerable people and any fire safety issues that are raised.
The team also works with the fire service, providing it with operational information and dealing with legislative queries.
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Home adaptations
Wolverhampton Homes provides the Home Improvement Agency service on behalf of the City of Wolverhampton Council (CWC). It helps older people, people with disabilities and vulnerable people to live in their own homes safely and comfortably. The team aims to communicate clearly with customers seeking adaptations and to work with them to provide the most appropriate support.
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Homeless services
The Homeless Services team undertakes the statutory function of preventing and relieving homelessness on behalf of the City of Wolverhampton Council. The team provide advice and support to help people to keep their home, explore other housing options, such as housing associations and the private rented sector and help customers to access the rent deposit scheme as well as the housing register.
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Housing needs
The Housing Needs Assessment team assesses housing need in line with the City of Wolverhampton Council’s Housing Allocations Policy and supports vulnerable customers with the Homes in the City system.
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Income
Wolverhampton Homes’ Income team provides customers with information about their rents and service charges, where applicable. While communicating with tenants about rent payment – particularly around it being an important part of their tenancy agreement – is important, we also ensure customers receive all the help and support they need if they struggle to pay bills.
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Leases
We are responsible for administering the leases for all ex-Right to Buy leasehold flats and maisonettes across the City of Wolverhampton Council flatted estates.
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Lettings
The Lettings team deals with the advertising and allocation of empty homes managed by Wolverhampton Homes. It ensures all homes are allocated in line with the City of Wolverhampton Council’s (CWC) Housing Allocation Policy and provides a frontline service to customers. The allocations process is fair and transparent, taking the needs of tenants and prospective tenants into account.
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Major works
The Capital Works team is responsible for delivering a wide range of major works across our properties and estates. It works with our strategic construction partners, Wates and United Living, to deliver these schemes.
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Money advice (Money Smart)
The Money Smart team works closely with the Income team, providing budgeting advice and support regarding rent arrears and other debts, to help customers maintain their tenancy. Treating customers with fairness and respect, the team works with customers to ensure they are accessing all the benefits to which they are entitled, maximising their income and supporting them to sustain their tenancy.
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Mutual exchange
A mutual exchange can take place between two or more secure council or assured housing association tenants that want to swap tenancies and properties.
The dedicated officers in the Lettings team manage all aspects of mutual exchange, providing advice and guidance on the process, and working with tenants and other social housing providers to ensure timescales are adhered to, to ensure a smooth and rapid swap.
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Planned repairs
The Planned Repairs team carries out the larger scale works that fall outside of the capital works programme.
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Responsive repairs
The Responsive Repairs team provides an emergency repairs service and is available 24 hours a day, seven days a week, 365 days of the year. It aims to fix all repairs on site during our out-of-hours service, where this is not always possible, it ensures the repair area is safe for the customer.
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Right to Buy
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 your home.
The Income team administers the right to buy process, enabling secure tenants of a WH property to buy their council home (if you qualify).
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Telecare
Our Telecare service, delivered on behalf of the City of Wolverhampton Council (CWC) supports vulnerable people across the borough, enabling them to live independently in their own homes and communities, and provides reassurance to individuals, carers and families.
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Temporary accommodation
Wolverhampton Homes delivers the temporary accommodation service on behalf of the City of Wolverhampton Council (CWC) and works to reduce the number of placements out of borough, which is a key council aim. We co-operate with the council’s strategic housing function to meet statutory duties, including homelessness.
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Tenancy management
Wolverhampton Homes’ Tenancy Management team provides customers with the information they need about landlord and tenant responsibilities when it comes to maintaining homes, communal areas and neighbourhoods. The team supports customers to sustain their tenancies and can signpost wellbeing support, as well as financial assistance, if needed.
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Vacant properties
The Voids team prepares empty homes in readiness for reletting, ensuring property is safe and secure. It is also responsible for the collection of fly tipping across the city from land managed by the City of Wolverhampton Council.
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Young people
The Young Persons team focuses on housing support for individuals aged 18 to 25. It plays a key role in the assessment process for the City of Wolverhampton Council’s Roof Over Our Heads pathway, which assesses young people to live independently, mainly in the social rented sector and often in properties managed by Wolverhampton Homes.
