Frequently Asked Questions

10 most frequently asked questions.

  1. How can I pay my rent?
  2. What should I do if I can't pay my rent ?
  3. What should I do if I am experiencing problems with my neighbours ?
  4. How do I make a complaint or comment about a service?
  5. How do I make a positive comment about a service?
  6. Can I swap my house with anyone else?
  7. How do I report a repair during the working day?
  8. How do I report a repair out of hours?
  9. Can I buy my home?
  10. How do I apply for a house with West Devon Homes?

  • How can I pay my rent?

    There are a number of ways to pay your rent:

    There are numerous ways to pay your rent please goto the Paying Your Rent section on the website or click here.

    http://www.wdh.org.uk/paying_your_rent.php

     

     

    If you need any help or advice on paying your rent please contact the Income Team on: 01822 813770 or 0800 0277023.

  • What should I do if I can't pay my rent ?

    Please contact the main office on 01822 813770 urgently, as help and advice is available.

    We are happy to enter into a reasonable agreement to repay arrears but it is essential you keep to it.

    If you have other debts we would recommend that you contact the Citizen’s Advice Bureau or Housing Advice Centre.

  • What should I do if I am experiencing problems with my neighbours ?

    Neighbour problems, anti-social behaviour and harassment take various forms. They can range from a barking dog; to loud music or violence.

    If you are experiencing problems you can contact us on 01822 813770 and ask to speak to one of our Housing Team who will be able to offer help and advice.

    Normally we will ask if you have tried to sort things out, for example by asking your neighbour to turn their music down. We will tell you what you need to do, what evidence we may need and how we can take action. We promise to take your problem seriously and thoroughly investigate. Where we cannot help you, we will tell you why, and how else you might solve the problem.

  • How do I make a complaint or comment about a service?

    We want to make sure that our services meet our published standards and the needs of our customers so your feedback is important to us.

    Unhappy?
    If you are unhappy with any of our services and you are a resident, leaseholder or service user, we would like to hear from you. You can contact us in a number of ways:

    • In writing: Please send your comments to The Performance Officer, West Devon Homes, The Quay, Plymouth Road, Tavistock, PL19 8AB.

    • By telephone: contact us on 01822 813770 or 0800 0277023 

    • By fax: on 01822 813799

    • By email: enquiries@wdh.org.uk

    • Via our website at: http://www.wdh.org.uk

    • In person: please make an appointment if you wish to discuss your complaint in person with a member of staff. This can be arranged through either our Okehampton or Tavistock Office.

    Upon receipt of your complaint we:
    • May contact you by telephone or arrange a visit.

    • Will send you a letter within 3 days to say we have registered your complaint.

    • Will ensure that your complaint is investigated thoroughly. On completion of the investigation, we will send you a full reply within 28 days informing you whether your complaint has been upheld. If applicable we will include our recommendation for resolving the problem.

    What if I am not happy with the result?

    • You can request that your complaint is reviewed by the Chief Executive or another senior officer.

    • If you are not satisfied you will also have the right to appeal and have your case considered by a group of Board members.

    • If you are not satisfied, when we reach the end of our complaints process, you have the right to make a formal complaint to the Housing Ombudsman Scheme.

    • Details of the options available to you will be provided.

    What is the Housing Ombudsman Scheme?

    • The Housing Ombudsman has been set up by law to look at complaints about housing organisations. This service is free, independant and impartial.

    If necessary we can provide you with details of how to proceed with your complaint. All complaints will be recorded onto a database and West Devon Homes will use these statistics when looking at improving its services.

  • How do I make a positive comment about a service?

    We want to make sure that our services meet our published standards and the needs of our customers and partners – your needs as residents – so your feedback is important to us.

    Happy?
    If you are happy with any of our services, please let us know.

    This can be done in a number of ways:

    • In writing: Please send your comments to The Performance Officer, West Devon Homes, The Quay, Plymouth Road, Tavistock, PL19 8AB.

    • By telephone: contact us on 01822 813770 or 0800 0277023

    • By fax: on 01822 813799

    • By email: enquiries@wdh.org.uk

    • Via our website at: www.wdh.org.uk

    • In person, please talk to any member of staff.

  • Can I swap my house with anyone else?

    This is called a mutual exchange.

    As a tenant of West Devon Homes you have the right to exchange homes with another tenant of West Devon Homes, a tenant of another Registered Social Landlord or a tenant of a Local Authority.

    Tenants who occupy specialised accommodation such as sheltered or adapted accommodation will only be able to exchange with someone who has an identified need for that type of accommodation.
    You will need our permission to exchange homes. Please contact the Housing Team for advice on 01822 813770.

  • How do I report a repair during the working day?

    To report a repair during the working day please contact the Repairs Hotline on 01822 813205 (during normal office hours).

    Non - emergency repairs can be reported on our website at any time, using our online repair reporting procedure.

    Please be aware that if the repair is reported online (out of normal office hours) then the report will be dealt with the next working day.

  • How do I report a repair out of hours?

    For out of hours EMERGENCIES please call 01822 813204. Please DO NOT use the online repair reporting facility for emergency repairs.

    What is classed as an emergency repair? Emergency repairs are those which put the health and safety, or security of the tenant or a third party at immediate risk, or that affects the structure of the building adversely.

    Examples include: a total loss of water, flooding, unsafe electrical faults, fire damage, offensive or racist graffiti, blocked main drains or soil pipes.

    From the period 31st October to the 1st of May loss of heating and / or hot water is classed as an Emergency.

    If you are calling about the loss of heating and / or hot water at any other time of year, it will normally be treated as an Urgent repair.

    Wherever possible we will try to complete repairs of this nature within 24 hours, but if this is not possible, because, for example, of parts required, we will ensure the situation is made safe within 24 hours. REPAIRS IN THIS CATEGORY WILL BE RESPONDED TO 'OUT OF HOURS'. IF YOU HAVE AN EMERGENCY OUT OF NORMAL OFFICE HOURS (9am-5pm) PLEASE CALL: 01822 813204.

    If you wish to report a non-emergency repair out of hours, please use the online reporting facility and your report will be dealt with the next working day.

  • Can I buy my home?

    Tenants who transferred to West Devon Homes from West Devon Borough Council in 1999 retained the Right To Buy (this is known as ‘The Preserved Right to Buy’) and may be eligible to purchase their present home at a discount.

    This right is applicable providing that the tenancy of the claimant has been continuous.

    New tenants of West Devon Homes do not have the Right to Buy but may instead have the Right to Acquire; a different scheme enabling tenants to purchase their home.

    Only tenants living in properties situated in the larger towns in the district, i.e. Okehampton and Tavistock, will have the Right to Acquire. Properties outside the two large towns are exempt from the scheme.

  • How do I apply for a house with West Devon Homes?

    West Devon Homes does not operate its own Waiting list.

    All of our properties are let through Regional Choice Based Lettings. To register and apply for properties please visit the following websites:-

    For properties in Devon – www.devonhomechoice.com

    For properties in Cornwall – www.cornwall.gov.uk/homechoice

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