Our Policies

We have a range of policies and procedures that help us with the services we offer you.

A policy provides guidance on how a service is provided and how systems operate, taking into account legislation and good practice.

Many of our policies relate directly to our residents and customers such as rent setting, lettings and repairs.

If you would like to become involved in helping us review our policies, please contact the Policy and Research Officer.

Rent Recovery

The rent recovery policy explains what we will do when residents get into arrears with their rent. Including vulnerable residents who need additional support.

Rent Recovery policy (260 KB PDF)

Rent Settings

The rent settings policy covers how rents are set for all our properties which are affected by rent restructuring.

Rent Settings policy (738 KB PDF)

Lettings Policy

The lettings policy explains how we let our general needs properties. Includes nominations from local authorities and who can use Choice Based Lettings.

Lettings policy (1.94 MB PDF)

Redress and Compensation Policy

The Redress and Compensation Policy covers what we do should our services fall below published standards – and what we will do to put it right.

Redress & Compensation (1.34 MB PDF)

Domestic Violence

We believe that no one should live in fear of domestic violence and will take steps to advise, assist and support any person suffering from or threatened with domestic violence.

Domestic Violence policy (1.15 MB PDF)

Tenant Request for Notice Review on Non-Secure Tenancy

This policy sets out how non-secure tenants will be able to seek a review of the decision to serve Notice.

Tenant Request for Notice Review on Non-Secure Tenancy policy (124 KB DOC)

Voids Policy

The Voids Policy explains how we identify, repair and re-let our empty properties. This is to ensure empty properties are re-let as quickly as possible.

Voids policy (947 KB PDF)

Racial Harassment and Hate Crimes

This policy sets out how we address and tackle all harassment and hate crimes. We are committed to ensuring that our neighbourhoods are safe and welcoming places to live.

Racial Harassment and Hate Crimes policy (628 KB PDF)

Complaints Policy

This policy sets out how you can make a complaint and the timescales within which we aim to respond.

Complaints policy (334 KB PDF)

Anti Social Behaviour Policy

The ASB policy applies to all residents, ensuring that our neighbourhoods are safe and welcoming places to live.

Anti Social Behaviour policy (2.23 MB PDF)

Homelessness

This strategy responds to our Mission and to the Housing Corporation’s ‘Tackling Homelessness’ Strategy.

Homelessness policy (192 KB PDF)

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