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.


Customer Policies and Strategies

  1. Adaptations Policy

  2. Allocations and Lettings Policy

  3. Anti-Social Behaviour and Hate Policy

  4. Communal Areas Policy

  5. Compensation and Goodwill Gesture Policy

  6. Complaints Policy

  7. Cyclical Planned Works Policy

  8. Damp and Mould Policy

  9. Decant Policy

  10. Disclaimer - Moving Customer Belongings

  11. Domestic Violence and Abuse Policy

  12. Estate Management Policy

  13. Hate Behaviour Policy

  14. Home Ownership Policy

  15. Kitchen and Bathroom Planned Works Policy

  16. Landlord Compliance Strategy

  17. Lease Extension Policy

  18. Management Transfer Policy 

  19. Mutual Exchange Policy

  20. Pest Control Policy 

  21. Pets Policy

  22. Professional Boundaries Policy

  23. Recharge Policy

  24. Rent Arrears Policy

  25. Rent Setting Policy

  26. Responsive Repairs Policy

  27. Safeguarding Policy

  28. Service Charge Policy

  29. Standard Terms & Conditions of Purchase

  30. Succession Policy

  31. Tenancy Fraud Policy

  32. Tenancy Policy

  33. Unacceptable Behaviour Policy

  34. Vacant Homes Policy

  35. Vulnerable Residents Policy

  36. Whistle-blowing 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.