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 2023-2026

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


Damp, Mould and Condensation Policy 2022

This policy aims to demonstrate that we take a zero-tolerance and pro-active approach to damp and mould interventions, ensuring that it is easy for our residents to report issues to us and that we act in a timely manner.

Read our Damp, Mould and Condensation Policy

Tenancy Policy 2023-2028

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 and the new policy will be launched by Spring 2024. 

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 and the new policy will be launched by Spring 2024. 

Read our pets policy

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 2022-2027

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