Do you have a question you want to ask?
Check out our Frequently Asked Questions (FAQs) below to see if we can answer your question right here.
Our FAQs are grouped together in sections to make it easier for you.
I’m not a tenant. How do I apply for a home?
MyHousing is our new online housing information, advice and letting service. After you have answered a few questions, you will receive your Housing Options plan. If, after this, you decide to go ahead and apply you will be asked to register.
Where do I get an application form for a home?
Our new online housing information, advice and letting service, MyHousing, allows you to fill in your details online. After you have answered a few questions, you will receive your Housing Options plan. If, after this, you decide to go ahead and apply you will be asked to register.
How many points do I have for a home?
We don’t use points. Our system is choice-based. It gives you more of a say in the type of home and location.
Where am I in the queue for a home?
You no longer have to queue for particular areas. Note an interest in the home and we’ll be in touch if you are successful.
How long do I have to wait for a home?
Every case is different. You have to note an interest in an advertised property. It is offered to the person in that Band who has been waiting the longest.
How do you decide who gets offered the home?
First priority will be given to those applicants who are in the same Band that the home was advertised for. The person or household who has been in that band the longest will be offered the home.
How do I bid for a home?
You need to note an interest in available flats and houses on MyHousing, our new housing information, advice and letting service.
When is MyHousing updated?
Available homes will be advertised on our MyHousing website twice a week on Tuesdays and Fridays.
What is a priority Band?
Once you’ve completed your MyHousing application, you’ll be placed in the priority Band which reflects your housing need. This is based on your current circumstances. There are eight Bands.
Can I change my priority Band?
If you don’t agree with the Band, please contact us and we can review it.
Can I note an interest in homes in other Bands?
No. You can only note interest in your own MyHousing Band.
When do I find out if I have been successful?
We will be in touch with the successful customer as soon as possible after the closing date. If you do not hear from us, and wish to know why your note of interest has been unsuccessful, please check your MyHousing account for details.
How do I report a repair?
How do I rearrange or cancel a repair?
Do I need to carry out some repairs?
Yes. It’s up to you to do small repairs around the home, including replacing:
- toilet seats
- cooker filters
- lost keys
- smoke alarm batteries.
When will my repair be carried out?
It depends on the repair. When you report your repair we'll let you know of the timescales for the work to be carried out.
When is my rent due?
Rent is paid as soon as you receive the keys to your new home.
Rent is due every four weeks. You can choose to pay each week, fortnight, four-weekly or monthly or you may have an agreed arrangement with your housing officer. It’s up to you.
Our rent calendar shows you when rent is due.
I am struggling to pay my rent. What do I do?
Speak to your housing officer as soon as you can. Your housing officer has a range of support services to get you back on track.
How do I pay my rent?
You can pay your rent online, by direct debit or over the phone.
What bills can I pay online?
You can pay:
- your rent and service charges
- your lock-up rent
- any invoice that you have received from WLHP
- former tenant arrears.
Do I need a password for paying without registering?
You don't need to create an account or login. However, you will need to enter your details each time.
Do I need to give my contact details when I pay using the non-registered online payment method?
Yes, but we'll only use your contact details if we have to contact you regarding your payment.
Can I manage or view my account using the non-registered payment method?
No, but it will show the outstanding balance on the account you wish to pay.