Policies and strategies

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 [pdf] 102KB 

  2. Allocations and Lettings Policy [pdf] 144KB

  3. Anti-Social Behaviour and Hate Policy.pdf[pdf] 145KB

  4. Cyclical Planned Works Policy [pdf] 120KB 

  5. Decant Policy.pdf[pdf] 126KB

  6. Communal Areas Policy [pdf] 44KB

  7. Complaint Policy [pdf] 201KB

  8. Estate Management Policy[pdf] 116KB

  9. Hate Behaviour Policy [pdf] 110KB 

  10. Home Ownership Policy [pdf] 187KB 

  11. Kitchen and Bathroom Planned Works Policy [pdf] 108KB 

  12. Landlord Compliance Strategy [pdf] 298KB 

  13. Lease Extension Policy [pdf] 165KB 

  14. Mutual Exchange Policy[pdf] 182KB

  15. Pest Control Policy [pdf] 31KB

  16. Pets Policy.pdf[pdf] 36KB

  17. Rent Arrears Policy.pdf[pdf] 135KB

  18. Rent Setting Policy.pdf[pdf] 164KB

  19. Repairs Policy [pdf] 185KB 

  20. Safeguarding Policy[pdf] 154KB

  21. Service Charge Policy [pdf] 123KB 

  22. Succession Policy.pdf[pdf] 136KB

  23. Tenancy Fraud Policy.pdf[pdf] 97KB

  24. Tenancy Policy.pdf[pdf] 96KB

  25. Unacceptable Behaviour Policy.pdf[pdf] 120KB

  26. Vacant Homes Policy [pdf] 103KB 

  27. Whistle-blowing Policy [pdf] 128KB 


Customer Policies and Strategies

  1. Compensation Policy [pdf] 212KB 

  2. Domestic Violence and Abuse Policy.pdf [pdf] 117KB

  3. Professional Boundaries Policy [pdf] 106KB 

  4. Safeguarding Policy [pdf] 117KB 


Corporate Policies and Strategies

  1. Anti Fraud, Anti Bribery and Anti Corruption Policy [pdf] 150KB 

  2. Customer Insight Strategy [pdf] 477KB 

  3. Health, Safety and Well-being Strategy [pdf] 282KB 

  4. Quality and Continuous Improvement Policy [pdf] 161KB [pdf] 161KB 

  5. Resident Involvement Strategy [pdf] 385KB 

  6. Equality, Diversity and Inclusion policy.pdf[pdf] 168KB


Anti-slavery Statement

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