Policies

This policy sets out how we implement, operate, and monitor the provision of aids and adaptations to our properties.

This policy sets out our commitment to the prevention, detection, rigorous investigation, and elimination of fraud within our organisation.

This policy sets out the steps to be taken if you experience or witness Anti-Social Behaviour (ASB) and Hate Crime. The policy focuses on tackling ASB and Hate Crime that affects our customers and the communities we serve.

The Data Protection Act (DPA) 2018, part 4, outlines the requirement for an Appropriate Policy Document (APD) to be in place when processing special category and criminal offence data under certain specified conditions. This document demonstrates that the processing of special categories and criminal offence data is compliant with the requirements of the General Data Protection Regulation (GDPR) Article 5 principles.

This policy sets out how we will meet our obligations under the relevant regulations and legislation for the management of asbestos. It should be read in conjunction with customers’ individual tenancy, license and leasehold agreements, which further define responsibilities.

This policy sets out how we will respond to complaints and how we will ensure that complaints are used to shape service delivery and produce demonstrable outcomes for customers.

This policy sets out our commitment to accountability and transparency for our customers, employees and Board Members in the processing of personal data alongside our legal obligations.

This policy sets out how we will deal with domestic abuse by following key principles as detailed in the Policy. It should be read in conjunction with our Safeguarding Adults Policy, Safeguarding Children Policy and Anti-Social Behaviour and Hate Crime Policy.

This policy sets out how we will meet our obligations under the requirements of relevant regulations and legislation in respect of the management of electricity safety.

This policy relates to how we will deliver our estate management service and explains our service delivery standards, sets out our responsibilities and the responsibilities of customers to our estates.

This policy sets out our commitment to equality across all our services for employees, customers, and communities.

This complaints handling policy relates to any complaints we receive about our Financial Conduct Authority (FCA) regulated activities.

This policy sets out how we will meet our obligations under the requirements of relevant regulation and legislation in respect of the management of fire safety, and outlines our approach to the management of the risk of fire.

This policy sets out how we will meet our obligations under the requirements of relevant regulations and legislation in respect of the management of gas and heating safety.

This policy sets out the requirements for the provision of health, safety and welfare for employees, customers, and contractors.

This policy sets out the home purchase options available and how we will deliver our home ownership service. This service includes sales under statutory schemes to existing tenants wishing to buy their homes and sales of newly developed or acquired properties to prospective homeowners.

This policy relates to the collection of rent and other charges and the recovery of debts owed to Citizen by our tenants and licensees, leaseholders, shared owners, and freeholders.

Our insurance policies.

This policy relates to the delivery of our leasehold and freehold service. It applies to our existing and future freeholders and leaseholders, both resident leaseholders and investment landlords, and sets out the responsibilities of both us and our customers in relation to service and freehold charges and the conduct of leases and freeholds.

This policy relates to homes owned or managed by us that are let and re-let. The policy also sets out the different types of tenancies and licences that we may offer, the reasons for using them, the period that the tenure lasts for and the circumstances in which we offer each tenancy and licence type.

This policy sets out how we will meet our obligations under the requirements of the Lifting Operations and Lifting Equipment Regulations (LOLER) 1998 and other associated legislation and regulations.

This policy relates to how we set the rents on the homes we own and our aims in carrying out this function. This policy ensures that effective systems are in place to ensure rents are set legally and correctly in line with the Rent Standard 2020.

This policy details how we set the rents for homes we own that form part of Specialised Supported Housing (sometimes referred to as ‘Exempt Supported Housing’).

This policy outlines our approach to repairs and maintenance, gas servicing and installation and cyclical and planned maintenance.

We are not responsible for all aspects of maintenance; therefore, this policy should be read in conjunction with customers’ individual tenancy, licence, and leasehold agreements, which define responsibilities in more detail.

The purpose of this policy is to ensure that all staff in contact with customers take all reasonable measures to minimise the risk of harm to their welfare and any concerns are met with appropriate actions.

This policy is designed to ensure all staff in contact with children, young people, and their families take all reasonable measures to minimise the risk of harm to the welfare of children and that any concerns are met with appropriate actions.

This policy outlines the approach we will take to the setting and application of service charges for all tenures of property.

This policy is designed to ensure compliance with the Public Interest Disclosure Act (1998) and ensure all employees, Board and Committee members, customers, and others closely connected with our business feel confident to report concerns.

This policy relates to how homes owned or managed by us are let and re-let and how those tenancies and licences are managed. The policy also sets out the different types of tenancies and licences that we may offer, the reasons for using them, the period that the tenure lasts for and the circumstances in which we offer each tenancy and licence type.

The purpose of this policy is to define and help manage any contact from our customers that is considered to be unreasonably persistent.

The purpose of this policy is to provide fair and equal access to our services for all customers.

This policy applies to Citizen properties sold under the Voluntary Right to Buy scheme. 

How we meet our obligations under the requirements of relevant regulation and legislation in respect of water safety and the prevention of legionella.