Frequently Asked Questions

We would like to reassure all customers that in this ever changing situation, we will continue to act upon government guidelines and will change our guidance and advice accordingly. We will keep this page regularly updated as things progress to keep you fully informed of any changes that may affect you.

Paying your rent

How can I pay my rent?

You can pay your rent through our websites, via our tenant app or via the phone.

If your employment status has changed or you need to talk to us about your rent, please speak to us as soon as possible. Our teams will still be here for you. WCHG are aware some residents have already been made redundant or are having to take unpaid leave or reduce their hours. It is a time of great uncertainty for everyone but there is help and advice out there. You can access information from ‘The Money Advice Service’, a free and impartial service set up by the government, which look at your rights to sick pay, changes to claiming your benefits and what it means for travel. Our team has also produced the following document with lots of useful information and contact number. Click here to find out more. Ways to pay

  1. Online - log onto - To pay online you need your rent payment card and a debit or credit card. Here you can also register to pay by text.
  2. WCHG App - Download our tenant app and find out more here. Please note you will need your tenancy reference number to up an account.
  3. Telephone - Automated rent payment facility by debit or credit card (can also be used to pay service charges): 0161 946 9595 Open 24 hours a day. If you have forgotten your tenancy reference number or you can’t use an automated service please ring us on 0800 633 5500 / 0300 111 0000 and one of our members of staff will be pleased to take your payment.
  4. Direct debit - the most efficient method to pay. The money is deducted straight from your bank account on a day you agree. Please call our team on 0800 633 5500 / 0300 111 0000 to set this up.
  5. Allpay app - Downloaded for FREE from Google Play or Apple App Store. If you have any questions about how the app allpay have produced the following Frequently Asked Questions on their website Alternatively for support with downloading the Allpay App email
  6. PayPoint - Look out for the Paypoint logo at your local shop, newsagent or petrol station. Use your rent card and pay with cash. It’s a free and confidential service and shop staff will not see your rent account. Please remember to keep your receipt. Find your nearest PayPoint here.
  7. Standing order - Print off this Standing order form and send it to your bank. If you need any help with the form or advice on how much to pay weekly or monthly please call us on 0800 633 5500 / 0300 111 0000
  8. Post - Just send a cheque made payable to your landlord either to: 8 Poundswick Lane , Wythenshawe ,Manchester ,M22 9TA. Please remember to put your name, address and rent card reference number on the back of the cheque.

If you are having difficulties paying your rent please let us know and we will try to help you contact us on 0800 633 5500 / 0300 111 0000.

Repairs, mandatory servicing & access

Are you still running your repairs service?
Our repairs service Wythenshawe Works have successfully delivered repairs, compliance and maintenance services in accordance with Covid guidelines throughout the pandemic. They have continued to meet appropriate timescales and performance targets despite the impact upon our customers and service delivery. In recent months, WCHG have received an increase in dem and for repairs from our homes. This increase in demand has occurred at a time when we have experienced an increase in colleague absence, compounded by Covid isolation cases amongst our trade colleagues. In addition, our supply chains and sub-contractors have experienced capacity issues and have not able to support us in the usual way with this additional demand. In order to protect and continue our repairs service to customers, we have temporarily prioritised repairs in our customers’ homes. This will mean work in our void homes will take longer to get ready for new customers. This will impact on homes ready for relet during the months of July and August. We will review resourcing capacity each week and keep our customers informed on our current priorities and the impact this is having on turning around works in void properties with timescales for their availability, thank you.
What is classed as an emergency repair?
Below is a list of emergency repairs: Water & Drainage systems
      • Burst pipes, cylinders or tanks where there is an uncontrollable flow of water that the tenant cannot contain.
      • No cold water, if there isn’t a general problem in the neighbourhood
      • Where effluent is overflowing into a property or garden
Toilet facility
      • Blocked WC, where there is only one in the property (tenants may have to pay for this repair)
      • Complete power failure (if nearby homes are also affected contact the electric company instead of WCHG
Failure in communal lighting
      • Faults to bathroom, kitchen, or staircase lighting
      • Smoke alarm that cannot be silenced, where no fire emergency exists
      • Communal TV aerial failure in schemes for vulnerable tenants
Domestic heating systems
      • Any burst on a heating system which is likely to cause water damage
      • From 1st October to 31st March or where tenants are classed as vulnerable
      • No heating where you do not have a separate gas or electric fire
      • No hot water, when no other source in the property eg immersion heater or electric shower
Property security
      • Lock or broken window lock, if it makes the property insecure (tenants may have to pay for this repair)
      • Lost keys, if it makes the property insecure (tenants may have to pay for this repair)
Lifts Any faulty lift Gas leak
    • Gas smell leaks should directly be reported to Cadent on 0800 111 999
I have suspected or confirmed Coronavirus. Will you still conduct an emergency repair in my home?
It is essential you tell us in advance if you, or someone in your property has a suspected or confirmed case of Coronavirus as this will help us plan what equipment we need for our repair operatives. Each emergency is different, so our specially trained technicians will identify what clothing and equipment they need once they arrive at your property. If your repair is inside the property, we will ask you to isolate yourself from the area of repair for as long as possible before the repair takes place. We may ask you to undertake other measures, but these will be discussed with you before we arrive.
Do I have to have my annual gas safety check?
We are continuing to deliver this service to ensure customer safety. If you have an appointment already booked, or your receive communication to book an appointment and you are self-isolating and/or have a confirmed or suspected coronavirus case, please contact us as soon as possible. This is so that we can make special arrangements with you to enable the safety check to be completed. The engineer undertaking the gas safety check will also contact you immediately prior to attendance at your home and talk you through the special arrangements in accordance with government guidelines.
I have a service booked (gas, electrical, fire safety) but I don’t want your repair operative in my home in case they have Coronavirus. What should I do?
We continue to follow all guidelines from government, including our regulator and will be prioritising all programmed services to ensure the safety of our customers and staff are adhered to, your safety is our upmost importance.
How do I know it is safe to let WCHG employees into my homes?
All WCHG staff have been issued with the appropriate personal protective equipment and advice on how to help keep themselves and customers safe. We are also following Government guidance in respect of any colleagues who may need to self-isolate.

Financial advice and support

I am having financial difficulties what can I do?

We need you to continue to pay your rent, but encourage you to tell us straight away if you are experiencing any problems paying your rent, there is a range of help available to you.

You can pay your rent through our websites, via the tenant app or via the phone. If your employment status has changed or you need to talk to us about your rent, please speak to us as soon as possible.

We can agree affordable repayment plans and provide specialist advice on claiming benefits, maximising income and managing debt through our Financial Inclusion team.

If you are worried about falling into arrears because you cannot pay us in the short term because of Coronavirus, you can discuss setting up a payment plan with our Financial Inclusion Team at

What will happen if I have arrears after the 12 week period that has been specified, can you take me to court or evict me then?

If you don’t pay your rent, you could fall into arrears where we could take action. We have a range of financial support services, let us know as soon as possible by speaking to our Financial Inclusion Team on 0300 111 000 or 0800 633 5500, via the WCHG App or email us at

What if my employment is affected during the Coronavirus outbreak?

WCHG are aware some residents have already been made redundant or are having to take unpaid leave or reduce their hours. Please contact our team If you are worried about falling into arrears, you can discuss setting up a payment plan with our Financial Inclusion Team at

You can access information from ‘The Money Advice Service’, a free and impartial service set up by the government, which look at your rights to sick pay, changes to claiming your benefits and what it means for travel. Click here for lots of useful information or here for coronavirus benefit related information.

For more useful information and contact details click here - WCHG - Advice for Tenants Manchester (doc)

What to do next?

We recognise that for many people, this will be the first time they have needed to claim benefits.You can get help and support to make a claim for Universal Credit online from:

Universal Credit - 0800 328 5644

Citizens Advice -0800 144 8 444

Step Change - 0800 138 1111

You can receive up to a month’s advance upfront without physically attending a Jobcentre. The seven waiting days for ESA for new claimants suffering from Coronavirus or required to stay at home will not apply, so it will be payable from day one.

For more information, including making a claim for a Discretionary Housing Payment, a Council Tax Reduction or Housing Benefit, visit Manchester City Councils website page by clicking here.

What if I struggle paying my bills, where can I get help?

Gas and electric 

Some of you may be worrying about how you are going to pay your utility bills, and for those on pre-payment meters, how you’re going to keep them topped up.

Ofgem, the regulatory authority for gas and electric have published the following advice on what to do if you are faced with affordability issues.

The government has launched an emergency package with energy suppliers to ensure you don’t face any additional hardships in heating or lighting your home during the coronavirus outbreak. If you are struggling with money problems or are repaying a debt, options will include:

  • reviewing bill payment plans, including debt repayment plans
  • payment breaks or reductions in how much you pay
  • giving you greater time to pay
  • in some cases access to hardship funds.

You don’t need to worry about your gas/electricity if you don’t have money to top up or are self-isolating. No credit meters will be disconnected during the outbreak.

British Gas

0333 202 9802


0333 200 5100


0345 052 000

N Power

0800 073 3000

Scottish Power

0800 027 0072


0345 026 2658

Contact your energy supplier if you have a prepay meter tell them your self-isolating. They will send you out two week’s worth of gas/electricity or if you have a smart meter they will top you up.

For further general advice on household energy bill support, see Ofgem’s guide: Who to contact if it’s difficult paying bills.

For more information from Ofgem, you can visit their website here:


United Utilities have published the following advice:

United Utilities have published the following advice:

“We wanted to let you know what we’re doing in response to the Coronavirus outbreak to protect our staff and customers.  We’re following the government health advice to make sure our customers and our colleagues stay safe and we are putting all the necessary measures in place to ensure this advice is followed by everyone. We understand this is a challenging time and we’ve put our robust business continuity plans into action so we can make sure we can still supply our water and wastewater services to all customers across the North West. Advice from the World Health Organisation is that the water treatment process – specifically the addition of chlorine which is routinely used for disinfection – will kill the virus. Remember, only flush the three Ps – pee, poo and paper. Please do not flush any kitchen roll, wet wipes or newspaper down the toilet as these can cause major blockages in the sewers”.

You can find more information on their website:

TV Licence 

  • No advice has been published yet about support with your TV License and if you have difficulty paying, it is still a legal requirement to have one if you want to:
  • watch or record programmes as they’re being shown on TV, on any channel
  • watch or stream programmes live on an online TV service (such as ITV Hub, All 4, YouTube, Amazon Prime Video, Now TV, Sky Go, etc.)
  • download or watch any BBC programmes on iPlayer.  Many internet providers are still working out their response to COVID-19, many are looking at giving free phone calls and extra data and speed boosts

Check your suppliers website directly for more information.

Internet providers 

  • This applies to any device you use, including a TV, desktop computer, laptop, mobile phone, tablet, games console, digital box or DVD/VHS recorder.
  • The UK’s major internet service and mobile providers, namely BT/EE, Openreach, Virgin Media, Sky, TalkTalk, O2, Vodafone, Three, Hyperoptic, Gigaclear, and KCOM have all agreed the following commitments, effective immediately:
    • All providers have committed to working with customers who find it difficult to pay their bill as a result of Covid-19 to ensure that they are treated fairly and appropriately supported.
    • All providers will remove all data allowance caps on all current fixed broadband services.
    • All providers have agreed to offer some new, generous mobile and landline packages to ensure people are connected and the most vulnerable continue to be supported. For example, some of these packages include data boosts at low prices and free calls from their landline or mobile.
    • All providers will ensure that vulnerable customers or those self-isolating receive alternative methods of communication wherever possible if priority repairs to fixed broadband and landlines cannot be carried out.

    These commitments are in addition to a range of supportive measures offered by the individual providers to their customers affected by circumstances arising from Covid-19.

Claiming Universal Credit

I am already on Universal Credit but I am self-isolating, am I risking a sanction for not going for an appointment at the Job Centre?

The Department for Work and Pensions have put in place special arrangements for people in receipt of benefits who cannot attend reassessments or job centre appointments because they are required to stay at home or are infected by coronavirus.

Disabled and sick claimants who cannot attend a reassessment for Personal Independence Payment (PIP), Employment and Support Allowance (ESA) or Universal Credit will continue to receive their payments while their assessment is rearranged. People who need to claim ESA or Universal Credit because of coronavirus will not be required to produce a Fit Note.

Claimants who inform the Department for Work and Pensions in good time that they are staying at home or that they have been diagnosed with Coronavirus will not be sanctioned.

Claimants who are staying at home as a result of Coronavirus will have their mandatory work search and work availability requirements removed to account for a period of sickness.

For the most up to date information, visit the Department for Work and Pensions dedicated website page for Coronavirus.

Ways to contact us

How do I make contact with you?

Our phone lines are open as usual you can contact our Customer Contact Centre on 0300 111 0000 or on 0800 633 5500 or via our Customer App.

You can also contact us via our website contact us page and on Facebook and Twitter.

There are many services you can use on line such as booking an emergency repair, paying your rent.

Can I still visit one of your receptions?

Our Wythenshawe House office (8 Poundswick Lane, Wythenshawe, M22 9TA) is now open.

Reporting neighbour nuisance

My neighbours are causing noise nuisance, where can I report this?

The simplest way to tell us about anti-social behaviour is to visit the ASB toolkit on this website or email us at You can also ring our contact centre on 0800 633 5500 or 0300 111 000.

If the problem is an obvious one, we may be able to sort it out easily. Most cases are not quite so simple. If the nuisance caused is not obvious to everyone or if it’s aimed directly at you, we need to talk to you before we can start an investigation.

Domestic Abuse Support

Domestic Abuse Support

Safespots Wythenshawe: recognises the risks that self isolation poses to victims of domestic abuse and remain committed to providing support to victims of abuse.

Updates will be made via our Facebook and Twitter accounts following a review of current circumstances. We ask that if you have symptoms of the coronavirus that you don’t attend the centre but rather contact us on 07873 889637 for support.

This is an incredibly difficult time but we want to assure you that we will continue to offer support to those who need it to the best of our ability.

Community Support

What community support is there for Isolated & Vulnerable Residents

Are you looking out for your neighbours? Do you know a vulnerable resident? Would you like to offer support as a familiar friendly face? Keep in touch with those that know you, you know the area and hopefully what resources are out there. There are people and organisations that are there to help, some of which are listed below:

Volunteering & Community Groups

If you would like to get involved with existing established groups who support others through safe and risk averse procedures. Then take a look at contacts below:

Real Neighbours Volunteers offer a telephone buddy scheme for those feeling isolated and in need of conversation and or support with any issues. We will be doing regular contact calls with those vulnerable and isolated residents. To arrange to be on the list for a call please email Dan Williams on or phone 0161 946 9510

Alternatively if you would like to be a volunteer with our established Timebank and give your time to the local community in this time of crisis please also contact Daniel who can arrange for induction and possible volunteering opportunities.

Wythenshawe Good Neighbours will continue to offer telephone advocacy and support and link in to the telephone buddy scheme with Real Neighbours: / 0781 696 0025 also they will be working alongside Real Neighbours to work on the prescription pick up and drop off for the vulnerable older residents.

MACC Manchester Community Central advice and support for community voluntary organisations on how to keep you group going through Covid-19 and also how to volunteer for Manchester wide initiatives. Support on funding for groups and up to date guidance on

Advice on how to become a volunteer or get support from volunteers

Forever Manchester has opened the following fund

In addition to this we are

  • Signposting residents to the websites being co-ordinated by MCC, MACC and as of Tues the NHS volunteers site.
  • Conducting community chats with a number of residents.
  • Supporting groups we have funded.

Crossacres Community Resource Centre - Age UK 

Peel Hall Road, Peel Hall, Wythenshawe, M22 5DG

Telephone: 0161 437 0717



Benchill Community Centre: We are offering support for people needing to apply for benefits on line. Ring 0161 946 9520 to get some advice and referred to our member of staff who can support you.

Our IT Tutors are available for support with your ECDL or other online learning : Speak to Steve or Jordan: or telephone 07704002278

Lifestyle Centre: We are offering support for people needing to apply for benefits on line. Ring 0161 436 0560 to get some advice and referred to our member of staff who can support you.

Bideford Centre, food bank will be open daily for red voucher scheme from 9.00 a.m. to 12.00 noon. Also community food daily if available depending on donations.

Tree of Life offers a one to one telephone wellbeing support for the most vulnerable members of our community. For more information call 0161 489 7018.

Our foodbank will be open 11.00am - 1.00pm Monday/Wednesday and Friday. For any enquiries please call our centre on 0161 489 7018.


A number of fabulous groups have set up offering a platform for people to share ideas and experience, offer support and keep that Wythenshawe Spirit alive.

Groups to join;

Wythenshawe Covid-19 Community Support Group: local people offering advice on where to buy your shopping, stocks and supplies, volunteering opportunities.

Housebound With Kids: a group set up to offer support and fun activity for those who are now home schooling. Parents and teachers are both on this page and welcome new members.

Wythenshawe1: a well-established group of local people sharing stories and keeping people socially active on line. Connecting people and establishing new and rekindling old friendships across the miles.

Family Lock Down Tips, Ideas, Fun & Entertainment : fun ideas for all the family to get involved in whilst at home.

Art to Warm the Heart: opportunity to share your art ideas and pictures

#9pmDisco: little bit of fun to get your social life back in business. Disco each night live on Facebook. Go crazy and dance like no one is watching.

Internet Support

A number of websites that are useful for children and parents with a range of educational and fun activities with little or no cost.

Few apps to keep those little ones engaged

Times tables rockstars

Online French:

Twinkl Free online for parents:

BBC Bitesize Revision :


Topmarks educational games:

Maths Zone :

Top marks maths :

Manchester City Council:

Churches in Wythenshawe:

To make contact with the Church of England in Wythenshawe here is a list of clergy contacts -  Who's Who

For further information please contact Tracey Rawlins 07476305947

Catholic Churches

Spiritual help

Every day (Sunday to Saturday) we celebrate Mass (in private) at St.Anthony's at 10am.
People can access this on a Livestream under Church Services TV and then St.Anthony's - Dunkery Road, Woodhouse Park, Manchester, England.

Practical help
They have set up "The Hope Project" to address social isolation as well as maintaining connections with more vulnerable people.
They have set up a 24 hour help line:  07907 620 891 and an e-mail: and have volunteers who would be willing to take a shopping parcel to anyone who is self-isolating and has no one to shop for them. If anyone knows of neighbours in that situation they can ring the number above.

Keep up with the latest developments at

Foodbank support

I am struggling getting food what can I do?

People who are self-isolating will be making their own arrangements for food deliveries. However, anyone who is unable to afford food can contact partner agencies for Foodbank vouchers.

To access this service, you can contact any one of the participating support agencies (full list here – or by contacting either the Early Help Hub (0161 234 1977) or Children’s Social Services and Social Services (0161 234 1977).

Your mind matters!!

Where can I get help if I start to struggle with my mental health?

Infectious disease outbreaks, like the current Coronavirus (Covid-19), can be scary and can affect our own mental health. Whilst it’s important to stay informed, there are also many things we can do to support and manage our wellbeing during such times. Below are some valuable resources to help you manage your own mental health and those of your loved ones.

Out of Hours crisis support 0161 271 0450 or go to website for more details

Elefriends is a supportive online community where you can be yourself. We all know what it’s like to struggle sometimes, but now there’s a safe place to listen, share and be heard

What can I do to support my neighbours?

We can all continue to look out for each other, if you are concerned about one of your neighbours, please let us know on 0800 633 5500 or 0300 111 000 or via our App, Website, Facebook or Twitter pages by direct message.

How you can support WCHG support you


If you or a member of your household has been diagnosed with, exposed to, or is suffering from Coronavirus (COVID-19), or you have voluntarily self-isolated yourself please make us aware.

We will carry out risk assessments on an individual basis to ensure the safety of our tenants, in addition WCHG staff and contractors will be subject to the same screening to help prevent the spread of infection in line with Government advice. We have also implemented strict hygiene measures for colleagues visiting our customers for your protection.

Contact Information

If you have changed your phone number or email address recently, please contact us on 0800 633 5500 or 0300 111 0000 to make sure we have the correct contact information on our system. You can also touch base with us via our contact us page on our website and via Facebook or Twitter. This will help to ensure you receive all communications as quickly as possible.

WCHG’s approach to Coronavirus

What is WCHG doing to manage the impact of coronavirus?

We continue to update our  operational plans in line with Government Guidance.

We will try to keep you as informed as possible throughout this time and would encourage you to provide us with an up-to-date email address and contact details.

This is a fast-moving situation and we will contiune to provide updates via our websites and social media.

In terms of our colleagues, we’re encouraging as many as possible to work from home in line with government advice.

Waste Disposal

How dispose of personal waste whilst in isolation.

Personal waste (such as used tissues) and disposable cleaning cloths can be stored securely within disposable rubbish bags. These bags should be placed into another bag, tied securely and kept separate from other waste. This should be put aside for at least 72 hours before being put in your usual external household waste bin.

Rubbish Bin Collections

Bins continue to be collected on a two week cycle. For more information please visit MCC's website at


What support is available if someone dies?

The government have produced a step by step guide on what to do after a death including how to register, notify government departments, manage financial issues and find out if you can get a Bereavement Support payment and help with funeral costs.

Find out more on their website here - what to do when someone dies: step-by-step