Frequently asked questions
What do I do if I have an emergency repair outside working hours?
Call our 24/7 repairs help desk on 0300 555 0302.
What should I do if I am not happy with Black Country Housing Group’s service?
Please tell us. We take our customers’ views very seriously and we will always try to solve any problems you may have. We have a Complaints Policy and Procedure to help us deal with all complaints fairly.
Can I home swap?
Yes. As a resident of a housing association you can swap home with another resident either of the same association, another housing association, or a local authority or council. Go to our Homeswapper page for more detailed information.
How does BCHG carry out repairs?
We have a legal responsibility to maintain the structure of the property as well as the installations of services such as water and heating. We also carry out some internal repairs, while others are the responsibility of the tenant.
Repairs are categorised into Emergency, Urgent and Routine work. The Association has target times for each of these categories. You will be informed which category your repair falls under when you ask for the work to be done.
How can residents get involved?
It's important to Black Country Housing that we provide the best service and that means putting our residents at the heart of what we do. We offer a range of ways that residents can involved in the future planning and improvement of our housing services. Please speak to your Customer Relations Manager for more information.
Can I make alterations / home improvements?
You must write to your Customer Relations Manager with what you are intending to do, why and when. You will normally be responsible for the ongoing maintenance and or repair. You will normally be responsible for the reinstatement of any improvements/alterations after you leave. The exception to this is if is if the adaptation was funded as a Disabled Facilities Grant by the Local Council. We may need to visit your home to assess what you are intending to do. Do not make improvements unless you have receievd permission as this is a breach of your tenancy agreement.
Our Homeforce team will be happy to quote for any works that are approved by us.
Can I keep a pet in my BCHG home?
We want to encourage responsible pet ownership. You are permitted to keep household pets as long as you meet our conditions - please speak to your Customer Relations Manager for more information.
- Smart meters have a built in sim card that automatically sends readings to your energy company and your in-home display or app.
- You have our permission to ask your gas and electricity providers to fit smart meters in your home. Energy companies should offer you smart meters by 2020.
- Smart meters allow you to monitor your energy use, potentially saving you money on your fuel bills.
- Estimated bills are eliminated if you have a standard meter and top ups are simpler if you pay-as-you-go.
- All the information you need about the roll out of smart meters is in one place at www.smartenergygb.org
What is a housing association?
A housing association is a not-for-profit organisation. Its main business is providing affordable homes to rent. Any money left over from its work is ploughed back into building or buying new homes for social rent, and improving its existing properties and services.
Who can apply for housing with a housing association?
Anyone can apply to be housed by us. However, it is our priority to provide housing to those who are most in need of it. To make sure this happens fairly, we use a system of points within 3 bands. If we can’t accept you onto our waiting list we will explain why and you will have the right to appeal against the decision.
How do I apply for housing?
The first thing you must do is to register with the Local Authority for the area or areas in which you wish to live. Your circumstances will be considered and if accepted you will be placed in a band along with other applicants who have similar circumstances.
We do maintain some limited waiting lists. These are mainly one and two bedroom apartments and specialist housing for Retirement Living. For more information please go to our Find a Home page
Can I go on your waiting list?
In order to manage expectations, we only accept applications from those whose needs meet our current waiting list criteria. To see if you are eligible to apply to go on our waiting lists, click here.