A policy is a statement of intent: it sets out how we will operate, establishing principles, regulating practice, and acting as a rulebook. A strategy is a statement of vision: it sets out a high-level plan as to how we shall operate, establishing the principles which we shall work to, and the outcomes we aspire to achieve.

When developing policies and strategies we ensure we follow the law, enshrine best practice, respect equality and seek feedback. We seek feedback from the Resident Voice for all customer policies. Our policies and strategies are approved by our executive team or board, and reviewed periodically.

These documents are being reviewed to ensure all the information is up to date.


Residential Policies and Strategies

  1. Adaptations Policy

  2. Allocations and Lettings Policy

  3. Anti-Social Behaviour and Hate Policy

  4. Cyclical Planned Works Policy

  5. Communal Areas Policy

  6. Complaint Policy

  7. Decant Policy

  8. Disclaimer - Moving Customer Belongings

  9. Estate Management Policy

  10. Hate Behaviour Policy

  11. Home Ownership Policy

  12. Kitchen and Bathroom Planned Works Policy

  13. Landlord Compliance Strategy

  14. Lease Extension Policy

  15. Management Transfer Policy

  16. Mutual Exchange Policy

  17. Pest Control Policy

  18. Pets Policy

  19. Rent Arrears Policy

  20. Rent Setting Policy

  21. Repairs Polic

  22. Responsive Repairs Policy

  23. Safeguarding Policy

  24. Service Charge Polic

  25. Standard Terms & Conditions of Purchase

  26. Succession Policy.

  27. Tenancy Fraud Policy

  28. Tenancy Policy

  29. Unacceptable Behaviour Policy

  30. Vacant Homes Policy

  31. Whistle-blowing Policy


Customer Policies and Strategies

  1. Compensation and Goodwill Gesture Policy

  2. Domestic Violence and Abuse Policy

  3. Professional Boundaries Policy

  4. Safeguarding Policy


Corporate Policies and Strategies

  1. Anti Fraud, Anti Bribery and Anti Corruption Policy

  2. Customer Insight Strategy

  3. Health, Safety and Well-being Strategy

  4. Quality and Continuous Improvement Policy

  5. Resident Involvement Strategy

  6. Equality, Diversity and Inclusion policy


Anti-slavery Statement

Click here to view our anti slavery statement, showing how we mitigate risk in business activities and supply chain.