Our Policies
We want residents to understand how we provide services, support residents, and make decisions that affect their homes and tenancies. The policies below explain our responsibilities, standards and approach to delivering services, and can be viewed or downloaded for more detailed information.
Anti-Social Behaviour Policy
Creating safe, welcoming communities is important to us. This policy explains how we respond to anti-social behaviour, support those affected, and work to protect our neighbourhoods.
Download the full policy (PDF)
Complaints Policy
Residents should have access to a complaints process that is fair, accessible and responsive. This policy explains how concerns can be raised, how we respond, and how feedback helps improve our services.
Download the full policy (PDF)
Complaints Procedure
Clear and consistent complaint handling helps us put things right when things go wrong. This procedure explains each stage of the complaints process, the support available to residents, and how issues are resolved.
Download the full procedure (PDF)
Compensation Policy
When service standards fall short, we aim to put things right. This policy explains when compensation may be offered and how fair and proportionate remedies are considered.
Download the full policy (PDF)
Domestic Abuse Policy
Supporting people affected by domestic abuse is an important part of creating safe homes and communities. This policy explains how reports are handled, how we work with specialist agencies, and how support can be accessed.
Download the full policy (PDF)
Equality, Diversity and Inclusion Policy
Everyone should be treated with dignity, fairness and respect. This policy explains how we promote equality, challenge discrimination, and ensure our services reflect the diverse needs of our communities.
Download the full policy (PDF)
Health and Safety Policy
Safe, healthy and secure homes and workplaces are essential. This policy explains how risks are managed, legal responsibilities are met, and harm is prevented wherever possible.
Download the full policy (PDF)
Modern Slavery Policy
Modern slavery and human trafficking have no place in our organisation or supply chains. This policy explains how risks are identified and reduced, ethical working practices are promoted, and people are protected from exploitation.
Download the full policy (PDF)
Modern Slavery Statement
Preventing modern slavery and human trafficking is an important responsibility. This statement sets out the actions we take to identify risks, strengthen safeguards, and promote ethical working practices.
Download the full statement (PDF)
Tenure Policy
Fair and transparent tenancy arrangements help residents build secure homes. This policy explains the tenancies we provide, residents' rights and responsibilities, and how sustainable tenancies are supported.
Download the full policy (PDF)
Unacceptable Customer Behaviour Policy
Respectful relationships help us deliver safe and effective services for everyone. This policy explains what unacceptable behaviour looks like and the action that may be taken to protect staff, contractors and services.
Download the full policy (PDF)