A policy is a statement of intent: it sets out how we 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 practices, 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.


Customer Policies and Strategies

Acceptable Behaviour Policy  

Communal Area  


Estate Management


Kitchen and bathroom policy

Partnership Policy

Pest Control Policy  


Recharge Policy

Terms and Conditions

Succession Policy

Tenancy fraud

Tenancy Policy


Vacant Home Policy


Corporate Policies and Strategies

Anti-Slavery Statement

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


About Shepherds Bush Housing Group

About Shepherds Bush Housing Association

Part of The Guinness Partnership, we have more than 5000 homes, throughout nine boroughs in west London

Find out more About Us