How our housing services work
This page brings together a list of key policies that explain how our housing services work and why these policies are important for residents.
These policies cover things like your rights and responsibilities, how we deliver services, and how decisions are made about your home.
At the moment, we’re reviewing our policies to make sure they are as clear and resident-friendly as possible. While this work is underway, we’re listing the key policies here so you know what exists and what they relate to.
You don’t need to read everything – most people only look at one or two policies when they need them.
If you would like a copy of any policy, or have questions about what a policy means for you, please contact Customer Services on 0300 131 0777.
Our policies
Health and Safety Policy |
| Describes how we manage risks to keep everyone safe. Why it matters: So you can feel confident that your home and communal areas are safe. |
Fire Safety Policy |
| Explains how we prevent fires and what to do if one happens. Why it matters: So you know we’re prepared and you stay safe. |
Pets & Visiting Animals Policy |
| Sets out how pets and visiting animals are welcomed safely. Why it matters: Enjoy companionship while keeping everyone comfortable. |
Equality, Diversity and Inclusion Policy |
| Our commitment to treating everyone fairly and with respect. Why it matters: So you feel valued and included. |
Resident Involvement and Empowerment |
| How you can share your views and help shape services. Why it matters: Your voice is heard and you influence decisions. |
Accessible Information Policy |
| Making information clear and easy to understand. Why it matters: Get details in a way that works for you. |
Privacy, Dignity and Respect Policy |
| How we protect your privacy and treat you with dignity. Why it matters: Feel respected and your space is safeguarded. |
Safeguarding Adults Policy |
| How we protect residents from harm or abuse. Why it matters: Feel safe and know what to do if worried. |
Safeguarding Children Policy |
| How we keep children safe who visit our services. Why it matters: Children are protected when in our services. |
Anti-Social Behaviour Policy |
| How we deal with behaviour that affects others. Why it matters: Enjoy a peaceful and respectful environment. |
Complaints, Concerns and Compliments |
| How to raise concerns or give feedback. Why it matters: Issues are resolved quickly and help us improve. |
Whistleblowing Policy |
| How staff and others report concerns safely. Why it matters: Problems are addressed and standards maintained. |
Data Protection Policy |
| How we keep your personal information safe. Why it matters: Your privacy is protected and handled responsibly. |
Access to Personal Records |
| How you can see the information we hold about you. Why it matters: Stay informed and in control of your details. |
Housing Ombudsman Service |
| The Housing Ombudsman Service looks at complaints about registered providers of social housing, such as housing associations and local authorities. The service is free, independent and impartial. Website: www.housing-ombudsman.org.uk Phone: 0300 111 3000 Email: info@housing-ombudsman.org.uk |
Regulator of Social Housing |
| The Regulator of Social Housing ensures that social housing providers are well-managed and provide safe, high-quality homes for their tenants. Website: www.gov.uk/rsh Phone: 0300 124 5225 Email: enquiries@rsh.gov.uk |
Other useful information for housing residents
Important key contact information
Essential contact details for our teams for repairs, account enquiries, resident engagement, and feedback. Includes out-of-hours support and emergencies.
My home, services and money matters
Find helpful information about your home and the services we provide – including repairs, safety, support, and paying your rent or charges.
Our performance and Tenant Satisfaction Measures
Find out how we're doing on customer satisfaction and how we are measured on the guidance issued by the Regulator of Social Housing.
Get involved in Resident Engagement
There's lots of ways for you to get involved and have your voice in our how we deliver our services.
Latest news and newsletters
Find out more about all the latest news, events and stories from across Abbeyfield Living Society.
Feedback and complaints
We are always keen to hear from you. Find out how to give feedback or raise a concern.