Service Standards, Policies & Strategies

Customer Service Standards

The Home Standard

The Home Standard was also subject to Tenants’ Committee consultation and was approved by the Board in March 2023.

The standards will be monitored by the Residents Forum and a summary of performance will be included within the annual tenant report.

Our Resident Experience Dashboard

Adaptations Policy

Anti Social Behavior Policy

Asbestos Safety Policy

CCTV Policy

Compensation Policy

Complaints Policy

Customer Privacy Notice

Cumbria Choice Policy

Damp & Mould Policy

Data Protection Policy

Department for Energy Security and Net-Zero Privacy Statement

Disrepair Policy

Domestic Abuse Policy

Electrical Safety Policy

Equity, Diversity & Inclusion Policy

Fire Safety Policy

Gas Safety Policy

Good Neighbourhood Management Policy

Health, Safety and Welfare Framework

Housing Ombudsman Complaint Handling Code Self Assessment Form

Income Management Policy

Leasehold Management Policy

Lift Safety Maintenance Policy

Radon Safety Policy

Pet Policy

Recharge Policy

Rents and Service Charges Policy

Resident Guidance on Displaying Flags

Responsive Repairs Policy

Safeguarding Children and Vulnerable Adults at Risk Policy

Shared Ownership Allocations Policy

Social Media Statement

Supporting Customers Policy

Tenancy Fraud Policy

Tenancy Management Policy

Tree Management Safety Policy

Unacceptable Behaviour Policy

Water Hygiene Safety Policy

Modern Slavery Statement

Asset Management Strategy

Development Strategy

Resident Engagement Strategy 2025-28