Customer Policies

A policy defines the way we carry out a service and meet our duties. See the list below for links to the policies we’re most frequently asked about.

Access Policy

Adaptations Policy

Allocations Policy

Alternative Accommodation (Decant) Policy

Antisocial Behavior and Hate Crime Policy

Asbestos Policy

Awaab's Law Policy statement

Building Safety Policy

CCTV and Audio Recording Policy

Commercial Lease Policy

Compensation Policy

Complaint Handling and Resolution Policy

Complaint Handling and Resolution Policy for high-rise buildings

Complaints Policy (Easy Read version)

Customer Engagement Strategy

Customer Relationship Policy

Damp Mould and Condensation Policy

Data Protection Policy

Defects Policy

Domestic Abuse Policy

Domestic Abuse Policy (Easy Read version)

Drug and Alcohol Policy

Electrical Safety Policy

Equity, Diversity, and Inclusion Policy

Fire Safety Policy

Garage Management Policy

Gas and Heating Systems Safety Policy

Homeowners Policy

Lifts and Lifting Equipment Safety Policy

Mutual Exchange Policy

Neighbourhood Policy

Permission for Improvements and Alterations Policy

Pets Policy

Pitch and Site Management Policy

Pitch and Site Management Policy (Easy Read version)

Planned Maintenance Policy

Protecting People from Harm Safeguarding Policy

Rent and Charge Setting Policy

Rent and Charge Collection Policy

Repairs Policy

Support Needs and Accessible Services Policy

Support Needs and Accessible Services Policy (Easy Read version)

Tenancy Policy

Voids (Empty Homes) Management Policy

Water Hygeine Legionella Policy

Whistleblowing (Confidential Reporting) Policy