Our policies

You can read our corporate policies below. All of our policies can be downloaded too.

All of our policies are listed below.

Aids and Adaptation Policy

This policy provides a framework within which we will implement, operate, and monitor the provision of aids and adaptations to our properties.

 

View and download our Aids and Adaptations Policy.

Anti-Fraud, Bribery and Corruption Policy

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

All employees, Board and Committee members as well as others involved in delivering our services have a responsibility to act honestly, with integrity and to safeguard the assets and reputation of the organisation.

 

View and download our Anti-Fraud, Bribery and Corruption Policy.

 

 

Anti-Social Behaviour and Hate Crime Policy

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.

 

View and download our Anti-Social Behaviour and Hate Crime Policy.

Appropriate Policy Document

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.

 

View and download our Appropriate Policy Document.

Asbestos Management Policy

This policy sets out how we will meet our obligations under the relevant regulation and legislation for the management of asbestos.

This policy should be read in conjunction with customers’ individual tenancy, license and leasehold agreements which further define responsibilities.

 

View and download our Asbestos Management Policy.

Complaints Policy

We are committed to providing excellent, responsively, and accessible services for our customers and welcome feedback on all our services.

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 customers.

 

View and download our Complaints Policy.

Complaints Handling Policy

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

 

View and download our Complaints Handling Policy.

Data Protection and Information Security Policy

This policy sets out how we will ensure, not only our legal and regulatory obligations, but our commitment to accountability and transparency for our customers, employees and Board Members in the processing of personal data.

 

View and download our Data Protection and Information Security Policy.

Domestic Violence and Abuse Policy

We recognise the impact that domestic abuse has on our customers, our staff, families, and neighbourhoods. It is a widespread problem that cannot be ignored.

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

 

View and download our Domestic Violence and Abuse Policy.

Electricity Safety Policy

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

 

View and download our Electricity Safety Policy.

 

 

Estate Management Policy

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

 

View and download our Estate Management Policy.

 

You can also take a look at our estate and neighbourhood management policy guidance that sets out how we’ll maintain our communal areas.

Equality, Diversity and Inclusion Policy

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

 

View and download our Equality, Diversity and Inclusion Policy.

Fire Management Policy

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.

This policy outlines our approach to the management of the risk of fire.

 

View and download our Fire Management Policy.

Gas Safety Policy

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

 

View and download our Gas Safety Policy.

Health and Safety Policy

Safety is one of our guiding principles. This policy sets out the requirements for the provision of health, safety and welfare for employees, customers, and contractors.

 

View and download our Health and Safety Policy.

Home Purchase Policy

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.

 

View and download our Home Purchase Policy.

Income Collection Policy

We recognise that the successful management of income collection is important for maximising income, preventing arrears, and supporting tenancy sustainment.

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.

 

View and download our Income Collection Policy.

Leaseholder and Freeholder Management Policy

This policy relates to the delivery of our leasehold and freehold service.

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

 

View and download our Leaseholder and Freeholder Management Policy.

Lettings Policy

This policy relates to how homes owned or managed by Citizen 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.

 

View and download our Lettings Policy.

Lift Management Policy

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 regulation.

 

View and download our Lift Management Policy.

Rent Setting Policy

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.

 

View and download our Rent Setting Policy.

Rent Setting Policy – Specialised Supported Housing

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

 

View and download our Rent Setting Policy – Specialised Supported Housing.

Repairs and Maintenance Policy

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.

 

View and download our Repairs and Maintenance Policy.

Safeguarding Adults Policy

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 where there are concerns appropriate actions are taken to address these concerns.

 

View and download our Safeguarding Adults Policy.

Safeguarding Children Policy

The purpose of this policy is to ensure that 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 where there are concerns appropriate actions are taken to address these concerns.

 

View and download our Safeguarding Children Policy.

Service Charge Policy

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

 

View and download our Service Charge Policy.

Speak Up Policy

This policy is designed to ensure compliance with the Public Interest Disclosure Act (1998).

We want all employees, Board and Committee members, customers and others closely connected with our business to feel confident they can report concerns to us without fear of victimisation or reprisals and that these reports will be dealt with thoroughly, fairly and in confidence.

You can call the Whistle Line on 03332 127008 in complete confidence at any time, day or night.

 

View and download our Speak Up Policy.

Tenancy and Licence Management Policy

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.

 

View and download our Tenancy and Licence Management Policy.

Unreasonably Persistent Contact Policy

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

 

View and download our Unreasonably Persistent Contact Policy.

Voluntary Right to Buy Replacement Policy

This policy applies to those Citizen properties sold under the Voluntary Right to Buy scheme. The homes included in the scheme are those that would otherwise have been grant funded as s.106 homes are excluded under the Voluntary Right to Buy Scheme.

 

View and download our Voluntary Right to Buy Replacement Policy.

Water Safety Policy

This policy sets out how we will meet our obligations under the requirements of relevant regulation and legislation in respect of water safety and the prevention of legionella.

 

View and download our Water Safety Policy.

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