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Corporate Policies & Reports

Here you will find The Wrekin Housing Group policies and reports. Click on a title below for a summary of the policy and to access the full version.

The Coppice exteriorCorporate Policies

Allocations and lettings

The Allocations and Lettings Policy sets out how the Group lets its homes and who to. This includes the Group’s aim to let to households in housing need, via partnership working with our local authorities, whilst achieving balanced and sustainable communities. It outlines our commitment to letting homes which are ready for our new tenants to move into.

The Allocation and Lettings Policy:

  • Outlines how the Group letsits homes in a variety of ways, either direct from our website, via a local authority lettings schemes or nomination agreements with our local authority partners.
  • Identifies how you will 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 years.
  • Sets out how all of our new tenants will need to be ‘tenant ready’ and required to go through a pre-tenancy assessment process that involves a financial assessment and an interview to check that you are ready to take on a new tenancy with us and allowing us to identify any advice and support that you may need. If an applicant is deemed not to be tenant ready, or would not become tenant ready even with appropriate support, the applicant will not be let a Wrekin Housing Group home.
  • 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)

Anti-Social Behaviour (ASB)

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

Examples of anti-social behaviour include, but are not limited to:

  • Noise nuisance;
  • Intimidation and harassment;
  • Aggressive, abusive and threatening language and behaviour;
  • Hate behaviour;
  • Using homes for unlawful purposes;
  • Vandalism and damage to property;
  • Violence against people and property or land;
  • Modern slavery;
  • Female Genital Mutilation (FGM).

As each case is different our aim is to communicate clearly how we can assist or offer alternative courses of action.

The Group work in local Community Safety Partnerships taking a holistic view of preventing and tackling 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)

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.

The Policy has two parts:

  • Landlord and other services - where a customer has final recourse to the Housing Ombudsman Service, and
  • Care Services - where a customer has final recourse to the Care Quality Commission (CQC)

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. These are informal complaints which are resolved to your satisfaction.

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. Once 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 unacceptable behaviour including troublesome and habitual behaviour and how we will manage this.

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

Confidentiality & Data Protection policy

These policy documents apply to all Group employees (including Board members, temporary workers and volunteers) and outline the key principles of current data protection legislation and what processes and procedures have been put in place to ensure the Group’s compliance with that legislation.

These policy documents apply to all personal data collected and processed by the Group. The Confidentiality and Data Protection Policy:

  • Provides an overview of current data protection legislation, including the six core principles of the General Data Protection Regulations 2016 (“GDPR”) which will be applied by the Group in its processing of personal information.
  • Outlines the key rights of individuals in respect of their personal data and how the Group will respect these rights, for example, the Right to be Informed (publication of our Privacy Notices) and the Right of Access (the publication of our Subject Access Request Policy and Procedure).
  • Sets out and explains the various lawful bases we may rely upon when processing personal information. Under the terms of the GDPR, we must establish and document a valid lawful basis in order to process personal data, special category personal data, and information relating to criminal convictions.
  • Outlines the responsibilities placed on employees and contractors and the measures and procedures the Group has in place to ensure the security of the personal information it holds.
  • Outlines the circumstances in which the Group may share personal data with third parties and the relevant exemptions under the legislation which may apply that allow us to do so.

Latest version of the Group Confidentiality & Data Protection policy (PDF 180kb)

Domestic Abuse

The policy details how we work with partner agencies to support victims of Domestic Abuse and tackle perpetrators. Domestic Abuse is any incident or pattern of incidents of controlling, coercive, threatening behaviour, violence or abuse between those aged 16 or over who are, or have been, intimate partners or family members, regardless of gender or sexual orientation.

The key points from the policy are:

  • We 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;
  • We will respect each complainants need for confidentiality and will work within current Data Protection Legislation;
  • Where appropriate, the Group will provide same sex officers and interpreters to aid gathering of information and giving of support;
  • Frontline staff receive appropriate training;
  • We will always act in accordance with safeguarding procedures;
  • Where appropriate, we will work with partners to help support and protect victims of domestic abuse.

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

Leaseholder Management

The Policy ensures that the Group meets its responsibilities to leaseholders under the terms of their lease, while complying with relevant legislation and regulatory guidance. The policy sets out how the Group works in partnership with leaseholders to deliver services that leaseholders want and value. The Group continually works towards adopting best practice in the management of leasehold property.

The key points from the policy are:

  • We will ensure that we adhere to our responsibilities to leaseholders and relevant legislation whilst making leaseholders aware of their responsibilities to us the freeholder and other residents;
  • The Group will endeavour to provide high quality services in the management and maintenance of their home;
  • We will ensure the best practice promoted in the policy is delivered on a day to day basis;
  • Accounts will be monitored daily to ensure that missed payments are managed in accordance with the policy;
  • The delivery of services and major works to leaseholders are consulted in line with legislation and good practice guidance.

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


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

Employees may come across cases of suspected abuse either through direct contact with children and vulnerable adults or through visiting homes as part of their day to day work. 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 key principles of safeguarding are:

Empowerment – people being supported and encouraged to make their own decisions and informed consent.

Prevention – it is better to take action before harm occurs.

Proportionality – the least intrusive response appropriate to the risk presented.

Protection – support and representation for those in greatest need.

Partnership – local solutions through services working with their communities. Communities have a part to play in preventing, detecting and reporting neglect and abuse.

Accountability – accountability and transparency in safeguarding practice. (Department of Health, 2015)

Section 42 of the Care Act requires Local Authorities to make enquiries, or ask others to make them, when an adult in their area:

  • has needs for care and support
  • is experiencing, or is at risk of, abuse or neglect; and
  • as a result of those care and support needs is unable to protect themselves.

NB:- This applies regardless of eligibility and whether or not the Local Authority is actually providing any care and support services to that person. The local authority also has a duty to safeguard unpaid carers of adults with care and support needs.

There are 10 main categories of abuse:-

  • Physical
  • Sexual
  • Psychological or Emotional
  • Financial or Material
  • Discriminatory
  • Neglect and acts of omission
  • Organisational or Institutional
  • Domestic Violence
  • Modern Slavery
  • Self-neglect

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

Tenancy Change

This Policy explains the Group’s 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 who has lived in the same property as their main home for at least 12 months immediately before, and at the time of, the tenant’s death. Succession is the transfer of tenancy rights and not property rights

Assignments and Mutual Exchanges - An assignment is where a person is assigned or takes over all the rights and responsibilities of the tenancy which are passed from the original tenant to a new tenant. There are three ways an assignment can take place, by mutual exchange, a court order and 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)

Tenancy debt and income management

In recognising the importance of income collection to the business and how it drives wider service delivery, the policy sets out the Group’s approach to maximising income collection. Primarily, this comes in the form of supporting tenants to maintain their payments, only resorting to taking enforcement action as a last resort.

  1. Affordability is key and begins before the Group offers 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 the Group or the tenant for all matters relating to the collection of income.
  3. Tenants are encouraged to disclose any difficulties in meeting payments by approaching the Group immediately. The offer of support can extend to assistance with other debts if it increases a tenants ability to repay debts to the Group.
  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. The offer to tenants extends beyond collecting income, in that it recognises the importance of promoting 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 afford to pay the debts due to the Group, they should be paid on time otherwise a variety of appropriate enforcement and recovery actions will be taken which may ultimately result in the loss of their home.

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

Tenancy and estate management

The policy sets out to maximise the relationship between the Group and its tenants. In doing so it must highlight the importance of the tenancy agreement and its conditions, including the responsibilities of both parties, promoting sustainable tenancies and a positive tenant / landlord relationship.

  1. Tenancy and estate management is a vital part of housing management and a particularly important service from its residents' viewpoint. The Group has 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, the Group aims to ensure that decent living conditions are provided for all residents so that they can enjoy their homes within a community in which they feel safe and
  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 it clear what a tenant can expect of us and what we will expect of the customer. It is essential that both parties meet their obligations.
  5. The Group is committed to supporting tenants to maintain their tenancy conditions and is able to provide support to all tenants in various ways throughout the life of their tenancy.
  6. Whilst the Group is able to provide various levels of support for a period of time, tenants are ultimately responsible for ensuring that they are able to maintain their tenancy in accordance with the requirements of their tenancy agreement. In some cases enforcement action may be deemed necessary.

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

Corporate Reports

Annual report for tenants 2018/19

Annual report to tenants 2017/18

Value for money self-assesment 2018/19 (PDF 1.7mb)

Value for money strategy 2018 - 2021 (PDF 902kb)

Gender pay gap report 2018 (PDF 442kb)

Modern slavery statement 2018/19 (PDF 174kb)