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Here you will find The Wrekin Housing Group policies.

Wrekin homes Trench

Click on a subject title below for a summary of the policy and to access the full version.


Allocations and Lettings policy

The Allocations and Lettings policy sets out how we let our homes.

The policy:

  • Explains how you need to be eligible to be considered for some of our homes. For example, for our Retirement Living and Extra Care homes, you will need to be over the age of 55.
  • Sets out how all of our new tenants will need to be ‘tenant ready’ and go through a pre-tenancy assessment process. This involves a financial assessment and an interview to check that you are ready to take on a new tenancy with us and allows us to identify any advice and support you may need.
  • Ensures that all of our homes are ready for our new tenants to move into and are clean, safe and secure.

Latest version of the Group Allocation and lettings policy (PDF 482kb)

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Anti-Social Behaviour (ASB) policy

The policy details how we work to tackle anti-social behaviour (ASB), aiming to make sure residents feel safe in their homes and communities. We deliver this through working with tenants, leaseholders, employees and external partners.

We work in local Community Safety Partnerships to prevent and tackle ASB in our local communities.

Our procedure includes the use of many tools such as mediation or working in conjunction with our Police Community Support Officer.

Latest version of the Group Anti-Social Behaviour policy (PDF 116kb)

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CCTV policy

The Anti-Social Behaviour Crime and Policing Act 2014 requires the Group to have an Anti-Social Behaviour, Hate Crime and Harassment policy. The CCTV policy assists in prevention and enforcement action when dealing with anti-social behaviour, hate crimes or harassment.

Latest version of the Group CCTV policy (PDF 212kb)

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Complaints policy

The Complaints policy sets out how we manage complaints. Our approach is resolution focussed and if you complain to us, we will try to sort out what we can, as soon as we can.

Our policy has two parts and details how you can complain about:

  • Landlord and other services
  • Care Services

If you are unhappy with a service we have provided, or unhappy that we haven’t provided a service that we should have, we will try to sort this at the first point of contact.

If we can’t deal with a complaint at the first point of contact, we will follow a formal complaints process. This has three stages and at every stage we will try to find a resolution that is acceptable to you. When our complaints process has ended, if you are still not happy, you may complain to either the Housing Ombudsman or the Care Quality Commission (CQC).

The Group will comply with the Housing Ombudsman’s Complaints Handling Code and the requirements of the Care Quality Commission (CQC) in all of its complaints handling.

There are certain things that we will not deal with through our Complaints policy, including:

  • Reports of Anti-Social Behaviour;
  • A complaint by an employee about any matter relating to their employment;
  • A complaint already under investigation, or already investigated (unless there is new evidence);
  • The issue giving rise to the complaint occurring over six months ago;
  • A complaint relating to service charges, which is under the jurisdiction of the Leasehold Valuation Service.

The policy also includes a process for people who demonstrate troublesome and habitual behaviour.

Latest version of the Group Complaints policy. (PDF 570kb)

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Confidentiality & Data Protection policy

The Wrekin Housing Group is committed to being open about its performance and will ensure that its tenants and service users have access to appropriate information regarding the Group and its activities. The Confidentiality and Data Protection policy outlines the key principles of data protection legislation and what processes and procedures have been put in place to ensure that we comply with legislation.

The Wrekin Housing Group will comply with the terms of the General Data Protection Regulations 2016 (‘GDPR’) and all personal data will be handled in accordance with the ‘six principles of data protection’ contained in it.

Latest version of the Group Confidentiality & Data Protection policy (PDF 205kb)

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Data Loss and Information Security Breach Reporting policy

This policy forms part of The Wrekin Housing Group’s Data Protection and Information Security policies. The purpose of the Data Loss and Information Security Breach policy is to ensure that:

  • A loss of data or a breach of data security is detected, reported, categorised and monitored consistently;
  • Incidents are assessed and responded to appropriately;
  • Action is taken to reduce the effect of the breach;
  • Appropriate improvements are made to procedures and data security following a data breach, to help stop this occurring again;
  • Breaches are reported to the Information Commissioner’s Office (“ICO”) and the individual affected as required;
  • Lessons learned are communicated throughout the Group to help prevent future incidents.

Latest version of the Group Data Loss and Information Security Breach Reporting policy (PDF 187kb)

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Domestic Abuse policy

The Domestic Abuse policy explains how we work with partner agencies to support victims of domestic abuse and tackle perpetrators.

We will:

  • Deal with cases sensitively and use a victim centred approach. We aim to provide high quality advice, support and practical assistance to customers experiencing domestic abuse;
  • Respect the need for confidentiality and will work within current data protection legislation;
  • Where appropriate, provide same sex officers and interpreters to aid gathering information and giving support;
  • Make sure that frontline staff receive appropriate training;
  • Always act in accordance with safeguarding procedures;
  • Work with partners to help support and protect victims of domestic abuse, where appropriate.

Latest version of the Group Domestic Abuse policy (PDF 510kb)

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Health and Safety policy

We attach great importance to the health, safety and welfare of employees, tenants, service users, contractors and visitors. The Health and Safety policy is approved by the Group Chief Executive and the Group Board, which contributes to a safety culture that is led from the top.

This overarching policy sets out the management arrangements and responsibilities to deliver on our health and safety commitments and forms the initial part of the wider and more specific suite of health and safety policies. It also includes reference to the controls for the COVID-19 pandemic. The policy will be reviewed and revised in light of changing circumstances and statutory requirements, as well as annually to promote our ongoing commitment to the health and safety of our employees and third parties.

Latest version of the Group Health and Safety policy (PDF 874kb)

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Home Ownership policy

The purpose of the Home Ownership policy is to set out how Wrekin will market and sell shared ownership (including Rent to Buy), low cost and affordable home ownership properties under its Inreach brand. The primary aim of the policy is to ensure that we develop and offer a range of home ownership products to meet the diverse needs of potential customers. The Home Ownership Policy aims to meet the following objectives:

  • To meet local housing need and to offer customers and tenants a range of housing options for affordable home ownership;
  • To ensure that homes are promoted and sold openly and fairly without discrimination and in accordance with any relevant planning conditions or Local Authority Affordable Housing Policy;
  • To provide good quality homes built to a high standard.

Latest version of the Group Home Ownership policy (PDF 225kb)

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Leasehold Management policy

The policy ensures that we meet our responsibilities to leaseholders under the terms of their lease, while complying with relevant legislation and regulatory guidance. The policy sets out how we work in partnership with leaseholders to deliver services that they want and value.

We will:

  • Ensure that we adhere to our responsibilities to leaseholders and relevant legislation whilst making leaseholders aware of their responsibilities to us and other residents;
  • Aim to provide high quality services in the management and maintenance of leaseholders homes;
  • Ensure that best practice is promoted and delivered on a day to day basis;
  • Monitor accounts daily to make sure that missed payments are managed in accordance with the policy;
  • Consult with leaseholders about the delivery of services and major works in line with legislation and good practice guidance.

Latest version of the Group Leasehold Management policy (PDF 153kb)

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Repair and Maintenance policy

The Repair and Maintenance policy sets out the Group’s responsibilities and commitment to providing homes that are safe and well maintained. This policy should be read in conjunction with the Tenant Handbook, which sets out the responsibility of the Group and its residents in maintaining and looking after our properties and homes.

Latest version of the Group Repair and Maintenance policy (PDF 193kb)

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Right to Buy and Right to Acquire policy

Some tenants are able to purchase the properties they rent through either the Preserved Right to Buy, or the Right to Acquire Scheme. The policy explains the differences between the schemes and what is required for you to qualify.

The policy explains:

  • The difference between The Right to Buy Scheme and the Right to Acquire Scheme;
  • Which tenants have the preserved Right to Buy and which have the Right to Acquire;
  • The application process and the information you will have to provide;
  • The circumstances in which you may be denied the Right to Buy or Right to Acquire and what properties are excluded from the schemes;
  • The amount of discount you may receive and in what circumstances it would have to be repaid.

Latest version of the Right to Buy (RTB) and Right to Acquire Policy (RTA)(PDF 625kb)

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Safeguarding policy

All adults and children at risk, regardless of race or ethnic origin, gender, age, disability, religious belief, sexual identity or gender identity, have a right to protection from significant harm, neglect, exploitation or abuse.

We takes responsibility for safeguarding adults and children seriously and the Safeguarding policy provides guidance to staff about how they can raise concerns about an adult or child who is at risk of harm, abuse or neglect. All employees are expected to report any concerns or suspicions that an adult or child is being, or is at risk of being, abused.

The policy outlines our commitment to promoting safe practice and protecting people from harm and abuse. It also includes information about the six key principles of safeguarding (empowerment, prevention, proportionality, protection, partnership and accountability) and the ten main categories of abuse (physical, sexual, psychological / emotional, financial / material, discriminatory, neglect / acts of omission, organisational / institutional, domestic violence, modern slavery and self-neglect).

Latest version of the Group Safeguarding policy (PDF 1.4mb)

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Tenancy policy

The Group have a number of different tenancies and the Tenancy policy explains the difference between these:

  • Social Rent;
  • Affordable Rent;
  • Grant Intermediate Rents;
  • Group Intermediate Rents;
  • Market Rent;
  • Rent to Buy;
  • Shared Ownership.

The Tenancy policy explains the tenancy that will be offered in different circumstances.

Latest version of the Tenancy policy (PDF 608kb)

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Tenancy Change policy

This policy explains our approach to dealing with tenancy change requests, and temporary moves, in line with housing demand.

The policy includes information about:

Successions – this will only apply on the death of a tenant and there must be a ‘qualified person’ to succeed. This person must have lived in the property as their main home for at least 12 months immediately before, and at the time of, the tenant’s death.

Assignments and Mutual Exchanges - an assignment is where a person is assigned or takes over all the rights and responsibilities of a tenancy. There are three ways an assignment can take place - by mutual exchange, a court order or an assignment.

Temporary Decant – where tenants move out for a period of time, to enable essential repairs or improvements to be made. Once the works are complete the tenant will move back into their original home.

Permanent Decant – where tenants are moved permanently into suitable alternative accommodation, normally due to property demolition or redevelopment. If new properties are to be built on the same site, tenants may be given the option to move back to the redeveloped site where the accommodation is appropriate.

Latest version of the Group Tenancy Change policy (PDF 195kb)

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Tenancy Debt and Income Management policy

The Tenancy Debt and Income Management policy sets out our approach to maximising income collection. This comes in the form of supporting our tenants to maintain their payments, only resorting to enforcement action as a last resort.

  1. Affordability is key and begins before we offer a tenancy and as part of the letting process. Investing time in making sure the property is affordable puts the tenancy on a firm footing and encourages sustainability.
  2. Efficient and effective communication and actions are promoted and this should be led by either Wrekin or the tenant for all matters relating to the collection of income.
  3. Tenants are encouraged to contact us if they have any difficulties in making payments as soon as they can. The offer of support can extend to assistance with other debts if it increases a tenants ability to repay debts.
  4. We recognise that all people are different, as are the reasons for non-payment. Support and assistance can be provided for those who can’t pay whereas others may wish to take the lead and self-serve.
  5. Our offer to tenants extends beyond collecting income, in that it recognises the importance of having a range of payment methods, the appropriate benefit advice, assistance with debt management and links to finding employment.

Where it is considered that a tenant can not afford to pay the debts owed to us, they should be paid on time otherwise a variety of appropriate enforcement and recovery actions will be taken which may result in the loss of their home.

Latest version of the Group Tenancy Debt and Income Management policy (PDF 270kb)

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Tenancy and Estate Management policy

The Tenancy and Estate Management policy sets out to maximise the relationship between us and our tenants. It highlights the importance of the tenancy agreement and its conditions.

  1. Tenancy and estate management is a vital part of housing management. We have a commitment to creating sustainable tenancies and communities, where residents choose to live and are proud to be part of.
  2. In providing tenancy and estate management services, we aim to ensure that decent living conditions are provided for all residents so that they can enjoy their homes in a community where they feel safe.
  3. Tenancy and estate management is not just about looking after the individual tenant and tenancy but also the buildings and the physical environment. Successful tenancy and estate management contributes to a positive community.
  4. The tenancy agreement makes clear what a tenant can expect of us and what we will expect in return.
  5. We are committed to supporting tenants to maintain their tenancy conditions and we are able to provide support in various ways.

Latest version of the Group Tenancy and Estate Management policy (PDF 202kb)

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