How do I register/get on a waiting list?

We have a number of small lists for those homes we let frequently and these will be advertised on the site when spaces become available. This way, we can ensure that everyone who gets onto our lists, moves quickly. If you would like to go on a waiting list, look out for adverts or save a search, so that we can email you as when a property becomes available.

How long will I have to wait to be housed?

It is difficult to give an exact time for how long it will take you to get a home with us as this varies and depends on lots of factors.

We aim to process your application as quickly as possible, but waiting times for homes can vary and depend on how often the property type you have asked for becomes available and also how many people we have on our list.

Our housing team will be able to give you an estimate of how long you will need to wait once we have accepted and progressed your application.

I need to be given priority for a house, how do I get this?

People's circumstances can change and sometimes very quickly, including for example people who may be about to become homeless.

If you are a new applicant and need to move urgently, then we would advise you contact your local authority to discuss your circumstances.

I need a house with adaptations, how do I go about this?

We will discuss your needs for your future home with us once we have accepted and progressed your application for a property.

Am I eligible for a bungalow?

Households with a need for ground floor or level access accommodation are eligible for one of our general needs bungalows.

Please note, our retirement living bungalows are for over 65s only.

I am a member of the armed forces community. How do I apply for housing?

Wrekin are members of the Armed Forces Covenant. This is a pledge which acknowledges and understands that those who serve or who have served in the armed forces, and their families, should be treated with fairness and respect in the communities, economy and society they serve with their lives.

Wrekin are committed to helping members of the armed forces community access our homes. We have processes in place with all of our local authorities to support members or ex member of the armed forces. If you need housing or housing advice, please contact your local authority in the first instance.

How are the applications looked at - if I am the first to apply will my application be looked at first?

We will consider applications as they come in and documents are uploaded. The quicker you do this, the sooner we can take a look at your application.

I don't work can I get help with the rent if I apply?

For some of our home ownership properties, you will need to be in employment. For our rented properties, you don't need to be in work to apply. Please check individual adverts for details.

What are right to rent checks?

We are legally required to check the right to rent status of all household members over the age of 18. Even if they will not be named on the tenancy. As part of our checks, you will be asked to provide documents to show you have the right to live in the UK, either permanently or temporarily.

I am unable to access the internet, or have difficulties using the internet. What support can you offer?

If you, or someone you know, is having difficulties with using the internet to search for your new home, please get in touch with our Customer Contact Centre on 01952 217100.

What is 'save your search'?

If there is nothing suitable when you browse for a home, you can use our 'save a search' function. This means we can email you when a property matching your search criteria is advertised. You'll be the first to know, but you need to act quickly as our waiting lists and available now properties are in high demand and waiting lists often close again very quickly.

Why are there never any properties advertised when I search?

This is because we haven't got anything available or any spaces on our waiting lists. Please see our 'Can We Help' section to see where we have properties and how often they become available.

I know a house that is coming available, how do I apply?

This will depend on which area the property is in and what type of property it is. If the property is rented and in Shropshire or Staffordshire, it's likely we will let via the local lettings scheme. If it's in Telford, its likely we will let via a waiting list. You can 'save a search' to ensure if it does get advertised that you'll be the first to know.

I receive e-mails but I can't see the property on the website, or it says its no longer available?

This is because the advert has now closed. Our properties are in high demand so when you get your email, you need to act quickly to apply.

Do I need to pay a deposit or any fees?

No, but you will need to have a bank, building society or post office account to be able to apply. We will also ask that you pay a minimum of 1 months rent in advance.

Will I be penalised if I turn down a property that I have applied for?

No, but please read adverts carefully to ensure anything you apply for does meet your requirements. If you have any questions about a home before you apply, you can call the number shown on the advert for more details.

I have applied but not heard anything. What happens next?

If we don't get back to you straight away don't worry, it's because we are processing the application documents and doing checks.

What documentation will I need to provide?

You will need to provide 2 months recent bank statements and also ID for everyone moving in line with right to rent guidelines. We need bank statements so that we can check that your new tenancy with us is going to be affordable.

Introduction

The New Homes frequently asked questions are directed at tenants who have already had their application accepted, with information on:

1. Viewings
2. Sign ups
3. Handovers
4. What to expect in the first 12 months
5. Additional support

Please get in touch with your Housing Executive or local housing team for any further questions.

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Viewings

Please do not to enter the site or pass any barriers, at any time.

• No-one is permitted to approach or enter the site unless an appointment is booked.
• Anyone found on-site without an appointment will be asked to leave immediately.
• This is to ensure the safety of both customers and staff and includes not approaching, or talking to any of the people working on the site.

Who should I speak to about viewing a new build property?

• Any questions about booking a viewing should be directed to the local housing team or your housing executive.

Who can attend a viewing?

• Only applicants. No children should attend a property viewing. If you attend a viewing with a child we will rearrange the viewing.
• You are advised to wear suitable clothing and footwear, if you aren't sure please check with us first.
• We will provide Personal Protective Equipment (PPE) which must be worn during the viewing as you'll be attending an active building site.

What happens at the viewing?

• You will be joined by a member of the local housing team and / or your Housing Executive.
• You will be able to view which plot you have applied for via a site map.
• You might not view the specific plot to the home you have applied for, but will attend a viewing of a plot of the same specification.
• This is due to different homes being ready to view before others.

Can I take measurements and photos during the viewing?

• We recommend taking measurements and photos inside and outside the property during the viewing visit.
• This is because you won't be able to gain access again until you have signed up for the property, completed the handover, and received the keys ready for moving in.
• Along with getting measurements and taking pictures we also advise to take notes of the garden.
• Usually measurements are taken with the following in mind:
  • Furniture and white goods e.g fridges and freezers, sofas, wardrobes etc
  • Furnishings e.g curtains and blinds
  • Flooring in all rooms - this is because none of our new build properties will come with the floors pre-fitted, and is the responsibility of the tenant.

When will the viewing take place?

• We try to arrange viewings as far in advance as possible but timescales can vary from site to site.
• Please be reminded that dates are subject to change, for reasons out of the control of The Wrekin Housing Group.

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Sign Ups

Sign up appointments are for prospective tenants only.

If your application has been accepted for a property, you will be invited to sign all the relevant paperwork before we handover the keys.

You will be advised of the gas and electric supplier at sign up, however you won't be able to set up an account in your name straight away.

This is because the developer has to transfer the account in to our name first. This process can take 4-6 weeks. Please only contact the supplier after this time, or when you receive a welcome letter from them, inviting you to call to set up an account.

A member of staff from The Wrekin Housing Group will record meter reads at sign up, and provide you with a copy of your opening reads.

Please be aware that you will still be responsible for all bills from the day of sign up, despite the account not being in your name straight away.

How quickly can I move in?

• Handover dates can and often do change, sometimes on the day but we will work with you to find another suitable date.

Will internet broadband be set up?

• The broadband in the area might not be set up already, please expect some delays in getting your internet set up or ask your Housing Executive to find out as this will specific to each site location.

How do I register my address?

• Registering the address is generally completed through the developer.
• If this has not been done by the time you get your keys, please call the Customer Contact Centre who will redirect you to the development team for assistance.

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Handovers

At this stage your application has been accepted, you've signed all the relevant paperwork and you will be preparing to move in.

There are some important things to keep in mind to make sure everything is set up and working properly to avoid any issues when moving in.

Can I change my energy supplier?

• You can switch to another supplier if desired but you will need to wait for confirmation that the supply account for the property has been moved from the developer to The Wrekin Housing Group. If you haven't received a letter from the energy supplier after 4-6 weeks after signing up, please let us know.
• During the sign-up appointment for your new property you will have been given the details of the energy provider. Please let us know if you need extra help with setting up these accounts.
• If additional support is needed to manage your household bills please raise any worries or issues with your Housing Executive or Local Area Team.

What is a consumer unit, and how does it work?

• The consumer unit refers to the electric meter fuse board. If you have a blown fuse, all you need to do is flick the switch back up. You will be shown how to do this at the handover.
• This shouldn't be often but if your fuse keeps tripping or specific fuses are being blown, please book a repair to get the electrics checked by one of our repair operatives by calling 01952 217217.
• Our repairs service runs every day of the year, 24/7.

What is a stop tap, and how does it work?

• The stop tap is the control tap that turns off all water to the property.
• It's important you know where it is in the event of leaks or burst pipes etc.
• They're generally found underneath the kitchen sink but your housing executive can assist you during the handover or after you've moved in to show you where it is.

What is a thermostat, and how does it work?

• This device controls the temperature of your central heating system.
• We recommend keeping your thermostat set to at least 18 degrees during the day with the option to turn up the heat when desired.
• It is not recommended that tenants turn off their heating all together.
• Please do not disconnect or switch off the boiler unless advised.
• If you need support with energy bills, please visit: Support With Your Energy Bills.
• For helpful advice on how best to heat your home, please visit: Central heating.

What is "Fill, Fire & Test" and how do I book it?

• Not all properties require a Fill, Fire and Test service.
• Where appropriate, a member of our Gas Team will attend the property to check the gas supply and appliances, and fix any issues.
• Your Housing Executive or Local Area Team will let you know if this is required.
• If required, tenants can book a free “fill, fire and test” appointment with our Gas Team via the Customer Contact Centre by calling 01952 217100.

Where are gas, electric and water meters located?

• This will differ between each property due to different layouts.
• In preparation for the handover, your Housing Executive can find out for you.
• Meter readings will have been provided to you at the sign-up appointment, of which you are responsible for any bills from the first day of your tenancy.
• If you're experiencing issues with your gas and electric supply after you move in, please contact the repairs line as soon as possible on 01952 217 217.
• Our repairs service runs every day of the year, 24/7.

For more information on moving into your new home please visit: Moving into your new home.

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First 12 Months

Who do I contact if I have a repair or any other issues with the property?

• Download and set up your account on the My Wrekin App to report a repair.
• Visit: My Wrekin App for our step-by-step how to guide.
• If you are having issues with the App, we recommend reporting any issues through the repairs line on 01952 217217. Our repairs service runs every day of the year, 24/7.
• Alternatively, you can contact the local housing team or your housing executive.
• Please keep in mind that access will need to be given to the property for repairs, this includes any repairs that might be carried out by the developer (subject to repair issue) of which the service hours are Monday to Friday, 9am - 5pm.
• If there is an emergency, the service hours will vary depending on who is dealing with the repair.

How quickly will issues or repairs be processed?

• We can usually address and fix most issues straight away but please keep in mind it depends on the issue and the development site.
• For issues that can be dealt with our repairs team, including some defects, we offer a same day repairs service.
• Other issues might take longer to be resolved depending on who will carry out the work, for example we can't guarantee a timeframe where subcontractors are involved.

What is the “defect period”?

• The defect period lasts 12 months and allows time for the property to “settle” after the build is completed.
• The defect period starts from when The Wrekin Housing Group receives ownership of the property from the developer, and is not to be confused with the handover date.
• Prior to the end of the defect period, you will be sent a defect survey sheet, which you will need to complete and send back to us, to make us aware of any outstanding issues or defects.
• After completing the defect survey sheet, a defect inspection will take place with the clerk of works and developer.
• Any defects identified will be passed over to the developer to rectify.
• The developer will contact you to arrange an appointment to complete any works for the noted defects.

What visits or appointments can I expect in the first 12 months?

• You will need to allow access for a minimum of 4 visits during the first 12 months, some of these can be virtual appointments if an in-person visit isn't needed.
• This is part of your tenancy management and is separate to any defect or repairs visits.

Can I contact the developers about any issues with my property?

• Please always report any issues to our repairs team or speak to your housing executive or local housing team.
• The developers are not responsible for processing defects issues and concerns.

Am I allowed to start decorating e.g put my TV up on the wall, install blinds or curtain rails?

• Please do not make any alterations to the property without getting permission from us first.
• Depending on the alteration, it may not be allowed in the first 12 months until after the defect survey has been completed and signed off.
• This includes avoiding anything big or heavy being on the walls e.g. TVs or shelves.
• It's important that you do not add any wallpaper, paint or wall fixtures to the walls as this can interfere with our surveys, as the properties are still drying out and need time to “settle”.

Should I be concerned about cracks in my property?

• As mentioned in the previous question, during the first 12 months we will need to see where there are any cracks or issues with the walls.
• Please check with us first before decorating or adding alterations.
• Any cracks you notice will be addressed during the defect visits.

How should I look after my property?

• Please make sure to keep the property well ventilated throughout your tenancy, as there is a lot of moisture in the properties for the first 12 months due to the plaster.
• All modern ventilation systems are completely automated but you will be shown at the handover how to use the trickle vents on windows, and how to use the extractor fans to prevent the conditions for mould.
• Even if you are ventilating the property well, you should never turn off the isolation switch to the extractor fans.
• The isolating switches are a requirement of electrical regulations and for contractors to use when testing and for isolating purposes.
• The fans fitted, have humidity sensors that monitor moisture levels constantly and the fans either run on a trickle or boost feature depending on the conditions.
• For more information on preventing damp, mould and condensation please visit: Damp and condensation.
• For more information on how best to heat your home, including energy saving please visit: Central heating.

Can I store things in the loft?

• Please don't store any items in loft.
• For energy efficiency, the roof space is well insulated.
• Storing items in the loft will compromise the energy efficiency of the insulation and cause it to compress.
• Compressing the roof insulation can result in fires and / or condensation and damp issues.

Should I be aware of garden and landscape changes?

• Some landscape maintenance might be ongoing whilst you are moving in.
• Please be mindful of water logging and how bad weather can affect the landscape of your garden.
• If you have any problems, please contact your local housing team or repairs team.
• For futher information and advice on looking after your new turfed lawn, please download our PDF guide - Lawn Care Guide (275 kb)

Some information will differ depending on which home you've applied for, please contact the local housing team to find out:

• If bins will be provided for you
• Who is responsible for communal areas maintenance e.g grass cutting
• Any enquires about street lighting, roadworks or communal paving
• If the property uses ground-source heat pumps and/or solar PV panels as the main energy supply.

Please find further information and advice via our Tenants' Handbook.

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Additional Information and Support Services

As a Wrekin Housing Group tenant, you'll have access to additional support services. You can find information on our website or by getting in touch with your Housing Executive or local housing team.

They will have a chat with you about any issues or worries you're having, and be able to refer you for free support and advice. For more information, please visit:

• Money Matters: Your money.
• Tenant's handbook: Tenants' Handbook.
• Cost of living: Support With Your Energy Bills.
• Employability support: Employability support.
• Home contents insurance: Home Contents Insurance.

If your question is not on the list, please telephone 01952 217100 between 8am and 8pm and our Customer Contact Centre will be able to help.

Are you a Wrekin tenant who wants to move home?

If you are a Wrekin tenant and you would like to move, please visit our changing your Wrekin home page for information and advice.

Where can I see what new developments you have and how do I apply for these?

Please visit our new homes page for sites currently under construction. These homes are allocated via the relevant local authority.

Thinking of becoming a Wrekin tenant for the first time? Here's what you can expect.

From new builds to existing properties - we offer a range of properties here at Wrekin. We understand there isn't a one size fits all approach, and different people have different needs.

Here are a a few things you can expect if you're thinking about becoming a Wrekin tenant for the first time:

What can we offer to tenants as part of our offer process?

Every new Wrekin tenant receives:

• An appointment to view a property and identify any works required.
• A property that is clean, safe, secure and watertight.

The following might be available depending on your needs and the condition of the property you are being offered:

• Decorating - As a rule, we don't offer full or partial decoration of our properties. If a property needs decorating, we usually offer decoration vouchers.
• Flooring/carpets - Unless they are in exceptional condition, we usually remove carpets left by the previous tenant. If you are going to struggle to afford and arrange flooring, please speak to your Housing Officer.
• Garden works - We will ensure your garden is clean and tidy before you move in, and make sure that the boundary of your property is marked.
• Major works (kitchen/bathroom) - If the kitchen or bathroom is due to be replaced in the near future, we may bring this forward.
• White goods & furniture - All of our homes are unfurnished, but we may be able to help with essential items.
• Removals - This may be available for existing Wrekin customers who are moving to another Wrekin home.
• Cooker re-connections - All of our cooker points are electric.
• Support with rent - When you sign up for your new home, we will ask for four weeks rent in advance. Our helpful Money Matters team are always on hand to help if you need some financial support.

Further support

If you require additional support or have any further queries about becoming a Wrekin tenant, please get in touch with your Housing Officer or call us on 01952 217100 or email enquiries@wrekin.com.

How do I register/get on a waiting list?

We let about 1,000 Homes Plus homes a year and have agreements with each of our Local Authorities to let a proportion to households who urgently need a home. This limited number of properties unfortunately means that we can't help everyone who approaches us for housing. Because of this low availability, we may not be the housing option for you.

Shropshire - please visit the Homes Plus website to find out how to apply for Home Plus homes in these areas.

Staffordshire and South Staffordshire - We have several small lists for homes we let frequently. These will be advertised on this website when spaces become available. This means we can make sure that everyone who gets onto our lists, moves quickly. If you would like to join a waiting list, look out for adverts or 'save a search' on our website, so that we can email you as when a property becomes available.

How long will I have to wait to be housed?

It is difficult to give an exact time for how long it will take you to get a home with us as this varies.

We aim to process your application as quickly as possible but waiting times for homes depend on how often the property type you have asked for becomes available and how many people we have on our list.

I need to be given priority for a home; how do I get this?

People's circumstances can change and sometimes very quickly, including for example people who may be about to become homeless.

Shropshire - please visit the Homes Plus website to find out how to apply for Home Plus homes in these areas.

Staffordshire and South Staffordshire - If you are a new applicant and need to move urgently, contact your local authority to discuss your circumstances.

I need a house with adaptations; how do I go about this?

Shropshire - please visit the Homes Plus website to find out how to apply for Home Plus homes in these areas.

Staffordshire and South Staffordshire - We will discuss your needs for your future home with us once we have accepted and progressed your application for a property to make sure that we have properties which meet your medical needs.

Am I eligible for a bungalow?

Our bungalows are generally allocated to applicants who are 55 years and over. However, applicants aged under 55 who have identified they need a level access property and provided evidence to support this will also be considered for this property type.

I am a member of the armed forces community. How do I apply for housing?

Homes Plus are members of the Armed Forces Covenant. This is a pledge which acknowledges and understands that those who serve or who have served in the armed forces, and their families, should be treated with fairness and respect in the communities, economy and society they serve with their lives.

Homes Plus are committed to helping members of the armed forces community access our homes. We have processes in place with all our local authorities to support members or ex member of the armed forces. If you need housing or housing advice, please contact your local authority in the first instance.

How are the applications looked at - if I am the first to apply will my application be looked at first?

We will consider applications as they come in and documents are uploaded. The quicker you do this; the sooner we can take a look at your application.

What are right to rent checks?

We are legally required to check the 'right to rent' status of all household members over the age of 18, even if they will not be named on the tenancy. As part of our checks, you will be asked to provide documents to show you have the right to live in the UK, either permanently or temporarily.

Do I need to pay a deposit or any fees?

No, but you will need to have a bank, building society or post office account to be able to apply. We will also ask that you pay a minimum of 2 weeks rent in advance.

Will I be penalised if I turn down a property that I have applied for?

If you are on our waiting list you will be offered up to 3 suitable properties, if you refuse these offers you will be removed from the list.

If you apply for a property through an advert and you then refuse you will not be penalised. But please read adverts carefully to ensure anything you apply for does meet your requirements. If you have any questions about a home before you apply, you can call the number shown on the advert for more details.

I have applied but not heard anything. What happens next?

If we don't get back to you straight away don't worry, it's because we are processing the application documents and doing checks.

What documentation will I need to provide?

You will need to provide 2 months recent bank statements and also ID for everyone moving in line with right to rent guidelines. We need bank statements so that we can check that your new tenancy with us is going to be affordable.

I am unable to access the internet or have difficulties using the internet. What support can you offer?

If you, or someone you know, is having difficulties with using the internet to search for your new home, please get in touch with us via email at lettings@homesplus.co.uk or by calling our customer service team on 0800 048 8955.

Thinking of becoming a Homes Plus tenant for the first time? Here's what you can expect.

From new builds to existing properties - we offer a range of properties here at Homes Plus. We understand there isn't a one size fits all approach, and different people have different needs.

Here are a few things you can expect if you're thinking about becoming a Homes Plus tenant for the first time:

What can we offer to tenants as part of our offer process?

Every new Homes Plus tenant receives:

• An appointment to view a property.
• A property that is clean, safe, secure and watertight.

The following might be available depending on your needs and the condition of the property you are being offered:

• Decorating - As a rule, we don't offer full or partial decoration of our properties. If a property needs decorating, we usually offer decoration vouchers.
• Flooring/carpets - If the flooring is in a good condition we will, where possible, leave this in the property. Unfortunately, we do not keep laminate in flats which are above ground floor.
• Garden works - We will ensure your garden is clean and tidy before you move in, and make sure that the boundary of your property is marked.
• Major works (kitchen/bathroom) - If the kitchen or bathroom is due to be replaced in the near future, we may bring this forward.
• White goods & furniture - All of our homes are unfurnished.
• Support with rent - When you sign up for your new home, we will ask for two weeks rent in advance. Our helpful Employment and Money Advice Team are always on hand to help if you need some financial support.

Further support

If you require additional support or have any further queries about becoming a Homes Plus tenant, please call us on 0800 048 8955 or email lettings@homesplus.co.uk.

What is 'save a search'?

If there is nothing suitable when you browse for a home, you can use our 'save a search' function. This means we can email you when a property matching your search criteria is advertised. You'll be the first to know, but you need to act quickly as our waiting lists and available now properties are in high demand and waiting lists often close again very quickly.

Why are there never any properties advertised when I search?

This is because we haven't got anything available or any spaces on our waiting lists. You can use our 'save a search' option so that we can email you as soon as something that matches your criteria becomes available.

I receive emails but I can't see the property on the website, or it says it's no longer available?

This means that the advert has now closed. Our properties are in high demand so when you get your email, you will need to apply quickly.

Are you a Homes Plus tenant who wants to move home?

If you are already a Homes Plus tenant and you are thinking about moving, please contact us on 0800 048 8955.

If you are a Home Plus customer and interested in moving to the Shropshire area, you can also visit the Homes Plus website for more details.