Frequently asked questions
What do I do if I have an emergency repair outside working hours?
Ring our 24/7 repairs helpdesk on 0300 555 0302
Alternatively go to our online Report a Repair service.
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.
Go to the Make a Comment or Complaint section of our website.
Can I swap home?
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 The Association 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. Full details can be found on our Get Involved page.
Can I make alterations / home improvements?
You must write into us or email us at firstname.lastname@example.org 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 set out on our Pet Permissions page.
- 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