Below is a list of our policies and procedures for the housing service.

These set out how we carry out services and our commitments to our tenants. If you have feedback, please contact

Housing Compensation Policy

We are committed to providing high quality services and support for all our customers. However, we recognise that there will be times when our services do not meet the standards our customers expect.  When this happens, we want to provide a fair, proportionate and consistent response to our customers, take a common-sense approach and ensure we learn from our mistakes.

Read our compensation policy


Fencing Policy

This document provides a clear policy to establish and maintain an agreed standard and a consistent approach for all new and replacement fencing. 

Read our Fencing Policy 


Void Lettable Standard

The purpose of the Lettable Standard is to ensure that a consistent standard of work is carried out by Babergh and Mid Suffolk District Council and its contractors to all empty properties before they are re-let. This document outlines the condition in which a property should be let. 

Read our VOID Lettable Standard

Complaints Policy

Compliments, comments and complaints help us to improve the services we provide our residents and businesses.  You can find out more about our complaints process, and how to make a complaint by visiting our Complaints webpage

Repairs Recharge Policy

This document outlines the Council’s Repairs and Maintenance Recharge Policy. The policy recognises that tenants have a responsibility to look after their home as laid out in their Tenancy Agreement. This policy will ensure that there is a consistent and transparent approach to recharges. 

Read our Repairs Recharge Policy

Data Protection

Find out how we use your data and how we keep it safe.

Read our Housing Privacy Notice. 

Tenancy Policy

This policy explains our approach to the use of different tenancy types; when different tenancies will be offered and the ways in which they will be managed.  

Read our Tenancy Policy


Council Housing Anti-Social Behaviour Policy

This policy sets out our approach to managing anti-social and nuisance behaviour by Council tenants.  Please note - this policy is currently under review.

Read our anti-social behaviour policy

Pets Policy

We encourage responsible pet ownership as we recognise that there are important benefits to be gained from it, such as helping to develop social skills in children, providing companionship to the elderly and improvements in the owner’s health.  

Following the recent addition of the XL Bully to the Dangerous Dogs Act, any council tenants who own an XL Bully may continue to keep their pet, provided they comply with the law and have an exemption certificate from 1st February 2024. 

Please note - this policy is currently under review.

Read our pets policy

Health and safety policies

Please visit our Health and safety information for tenants webpage to access our policies regarding:

  • asbestos
  • damp and mould
  • electrical safety
  • fire safety
  • gas and heating
  • lift safety
  • water hygiene

Tenant Engagement Strategy

This strategy sets out how we will develop tenant engagement opportunities, so that you can effectively and meaningfully work with us.

Read our tenant engagement strategy

To find out more about tenant involvement, please read our page here

My Home (Tenant App) User Guide and Frequently Asked Questions

This user guide provides screenshots of each area of the My Home tenant portal which should assist you with creating and using a My Home Tenant Portal Account. There is also an Frequently Asked Questions (FAQ) section at the end of the document which covers further questions not covered by the user guide.

Read the My Home User Guide

Allocations Policy

This Allocations Policy is for the Gateway to Homechoice choice-based lettings scheme, which consists of a single Housing Register and a choice-based lettings scheme for allocating social housing.

Read the Allocations Policy

Rent and Service Charge Policy

This policy sets out our approach to the setting of rent and service charges. Its aim is to ensure that we comply with all relevant legislation, Regulator of Social Housing regulatory requirements and recognised best practice. 

Read our rent and service charge policy