Policy Review Group

Policy Review Group update

Our Policy Review Group has carefully reviewed a range of important policies that affect our customers. These included the Succession Policy, Rent and Service Charge Policy, Unacceptable Behaviour Policy, Tenancy Policy, and Adaptations to Property Policy.

 

We're grateful for the commitment, knowledge and honest feedback the group bring. Their contributions help ensure that customers voices are reflected in the decisions we make. Since April, our Policy Review Group members have contributed 58 pieces of feedback on policy reviews, helping us create clearer, fairer and more customer-focused policies. This means with five policy reviews, we’ve had five winners, who each won a £50 voucher. Congratulations!

 

Here's what’s changed as a result of their feedback...

 

Tenancy Policy review

The Policy Review Group supported the Tenancy Policy and found it to be clear, fair and easy to understand. Following their feedback:

• We improved signposting throughout the policy
• Clarified key sections on tenancy rights and assignments
• Added more information about the support available to residents and how to report concerns.

These changes have made the policy more accessible, customer-focused and easier to navigate.

 

Unacceptable Behaviour Policy review

The Policy Review Group was supportive of the Unacceptable Behaviour Policy and felt it was clear, fair and easy to understand. Based on their feedback:

• We strengthened information about reasonable adjustments
• Improved signposting to support and advocacy services
• Clarified how the policy works alongside complaints and anti-social behaviour processes.

These improvements have made the policy clearer, more supportive and easier for customers to understand and navigate.

 

Succession policy

The group told us the policy was generally easy to understand, but that some of the wording was complicated and a few sections needed to be clearer.

 

What we changed:

• We made the information about succession rights clearer and simplified the explanations about the law.
• We also created a plain English, easy-read version of the policy, which is available on our website alongside the full policy.

 

Customer Guide to Rent and Service Charges Policy

The group found our new customer guide clear, easy to understand and well organised. They also suggested some areas where we could provide more information.

 

What we changed:

We added clearer information about:

• How rents are set.
• Some of the technical terms used.
• The different types of service charges and what they cover.
• Where customers can get help and advice with paying rent and service charges.

 

Property Adaptations Policy

The group felt the policy was clear, fair and easy to understand. They also suggested some areas where we could make the information even clearer.

 

What we changed:

We improved the information about:

• How to apply for an adaptation.
• How adaptations are funded.
• Who is responsible for what.
• Other housing options that may be available.