The guidance we follow
Find the main documents that explain how we manage homes, support tenants and make sure our services are fair and consistent.
Stairs Policy
Our STAIRs Policy explains how we publish information about the management of our social housing and how tenants can ask for recorded information. It also sets out how we will handle requests, protect personal or confidential information and keep the publication scheme up to date.
Housing Management Policy
Our Housing Management Policy explains how we manage the homes we own or look after. It sets out the standards tenants can expect from us and covers key areas including tenancies, rents, repairs, home safety, anti-social behaviour and ending a tenancy. It also explains how we aim to provide safe, secure and well-maintained homes, involve tenants in our services and meet our legal and regulatory responsibilities.
Privacy Policies
Our privacy policies explain what personal information we collect, why we use it, who we may share it with and how we keep it safe. They also explain your information rights and how to contact us if you have a question or concern about your personal information.
Read our privacy policies
Damp Mould and Condensation Policy
Our Damp, Mould and Condensation Policy explains how we prevent, identify and respond to damp, mould and condensation in tenants’ homes.
It sets out the standards tenants can expect from us, the timescales we follow and how we meet our legal and regulatory responsibilities,
including Awaab’s Law.
Read the Damp Mould and Condensation Policy
Tenancy Fraud Policy
Our Tenancy Fraud Policy explains how we prevent, detect and respond to tenancy fraud. It sets out how suspected fraud can be reported and
investigated, the action we may take where fraud is confirmed and how we help make sure homes are allocated fairly to people with a genuine
housing need.
Read the Tenancy Fraud Policy
Safeguarding Adults Policy
Our Safeguarding Adults Policy explains how we protect adults from harm, abuse, neglect and exploitation. It sets out how concerns should be
recognised, reported and escalated, the responsibilities of employees and managers, and how we work with safeguarding partners to support
adults and promote their safety and wellbeing.
Read the Safeguarding Adults Policy
Safeguarding Children Policy
Our Safeguarding Children Policy explains how we protect children and young people from harm, abuse, neglect and exploitation. It sets out how
concerns should be recognised, reported and escalated, the responsibilities of employees and managers, and how we work with safeguarding
partners to promote children’s safety and wellbeing.
Read the Safeguarding Children Policy
Complaints Policy
Our Complaints Policy explains how you can make a complaint, how we will respond and the timescales we follow. It also sets out how we handle complaints fairly, learn from feedback and meet the Housing Ombudsman’s Complaint Handling Code.
Read the Complaints Policy