Policies
If you need any help understanding our policies, or would like to request a printed copy, please contact us.
Adaptations policy
Supporting independence, security and dignity of customers’ to thrive in their home.
Antisocial behaviour (ASB) policy
Ensuring our customers feel safe and secure in their home and neighbourhood.
Complaints resolution policy
Let us know how we’re doing.
Complaints policy plain guide
Easy read complaints guide.
Core data sharing policy
Sharing anonymous information for research and statistics.
Customer Charter
What you can expect from us.
Customer engagement policy
Ensuring that all customers voices are heard and acknowledged.
Domestic abuse policy
How we support victims of domestic abuse.
Equality and diversity statement
Helping to make our service accessible to everyone.
Home Ownership policy
What home owners can expect from us.
Income management policy
Enabling you to maintain your tenancy.
Lettings and allocations policy
Allocating our homes through a fair process.
Modern slavery statement
Preventing slavery and human trafficking in our business and neighbourhoods.
Mutual exchange policy
Our approach to mutual exchanges.
Rental exchange policy
Helping to build a credit history to access mainstream credit.
Responsive repairs policy
Keeping your home up to standard.
Right to buy right to acquire policy
Offering the right to purchase your home.
Self-assessment of the Housing Ombudsman’s Complaint Handling Code
Ensuring we are compliant with the Complaint Handling Code.
Tenancy and neighbourhood management policy
Our neighbourhood working approach.
Tenancy policy
Our approach to issuing tenancies for rented properties.
The Onward Home Standard
Setting out our standard for homes.