How our housing services work
This page brings together the key policies that explain how our housing services work, your rights and responsibilities, and how we make decisions about the services you receive.
The policies are grouped into categories below to help you find the information you need. You can view or download the full policy by selecting the relevant link.
You don't need to read everything - most people will only need to look at a policy when they have a particular question or need information about a service.
Need help?
If you need help finding, accessing or understanding a policy, or would like the information in a different format, please contact Customer Services (email: customerservices@abbeyfield.com) or call us on 0300 131 0777. We can help explain the information or provide it in a way that is more accessible to you.
- Accidents and Incidents Policy
- Bullying and Harassment Policy
- Falls in Housing Policy
- First Aid Policy
- Food Safety and Hygiene Policy
- Health and Wellbeing (Residents) Policy
- Infection Prevention and Control Policy
- Medication (Housing) Policy
- Safeguarding Adults Policy (LG031P)
- Safeguarding Children Policy (LG043P)
- Smoking Policy
- Volunteering Policy
Under the Social Tenant Access to Information Requirements (STAIRs), you can request information beyond the policies published on this page. Introduced under the Social Housing (Regulation) Act, this UK standard ensures social housing residents can easily access clear information on how their homes are managed, funded, and maintained.
Official information and external resources
- 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
Find helpful information about your home and the services we provide – including repairs, safety, support, and paying your rent or charges.
We are always keen to hear from you. Find out how to give feedback or raise a concern.
Find out how we're doing on customer satisfaction.
Find out more about all the latest news, events and stories from across Abbeyfield Living Society.
Consumer Standards ensure social housing tenants are safe, well-housed, treated fairly, and involved in how their homes are run.
View our latest housing Tenant Satisfaction Measures results and how the feedback helps us continually improve our services.
Essential contact details for our teams for repairs, account enquiries, resident engagement, and feedback. Includes out-of-hours support and emergencies.
There's lots of ways for you to get involved and have your voice in our how we deliver our services.
STAIRs is a new UK standard ensuring social housing tenants can easily access information about their home's management, funding, and maintenance.