Policies & Procedures
Aids and Adaptations Policy.pdf[pdf] 172KB
This policy applies to all of our customers who require alterations to their home to enable them to access and use their home fully. This policy enables customers to live longer in their home.
Allocations and Lettings Policy.pdf[pdf] 255KB
This Policy helps us to ensure our lettings make the best use of available housing, are compatible with the purpose of the housing and contribute to local authorities’ strategic housing function and sustainable
communities.
Anti-bribery Anti-fraud and Anti-corruption policy.pdf [pdf] 396KB
We're committed to protecting our assets against losses to fraud and corruption. We're working to make sure that the opportunity for fraud and corruption is as low as it can be.
Anti Social Behaviour Policy.pdf[pdf] 365KB
This Policy provides information about how we'll work to deter and tackle ASB in neighbourhoods where we provide social housing, taking into consideration the full range of tools and legal powers available to us.
Bribery and Corruption zero-tolerance
Golding has a zero-tolerance approach to bribery and corruption and we're committed to acting professionally, fairly and with integrity in all our relationships and to implementing and enforcing effective systems to counter bribery.
This policy sets out how we'll meet our key statutory obligations in relation to Fire Safety in accordance with The Regulatory Reform (Fire Safety) Order 2005, The Fire Safety Act 2021, The Fire Safety (England) Regulations 2022, The Building Safety Act 2022 and The Housing Act 2004.
This Policy outlines our approach to the use of overt (cameras that can be seen) and covert (cameras which are hidden) and closed-circuit television (CCTV).
Complaints Resolution Policy.pdf[pdf] 116KB
We always do our best to give outstanding services to our customers but sometimes things can go wrong. When they do, we want to put it right quickly and learn from it so that it won’t happen again.
Compensation Policy.pdf [pdf] 147KB
We do our best to give high-quality services in all we do, but there will be times when the level of service falls below our accepted standard. We'll work with our customers to achieve an acceptable resolution while making sure that we take a transparent, consistent, and fair approach when dealing with compensation.
Customer Engagement Strategy 23-26.pdf [pdf] 773KB
We want to create a culture where we respect our customers. Our aim is to create a positive service experience for our customers through continuous improvement which is based on their involvement and feedback.
Customer Strategy 2024_2026. 1.pdf [pdf] 943KB
Our Customer Strategy sets out our priorities for delivering excellent services to our customers. Developed with over 700 customers, the strategy engages and reflects customers' views.
Data Protection Policy.pdf[pdf] 366KB
Personal data is used throughout Golding as part of normal day-to-day business. We have a duty to manage personal data responsibly and in line with data protection legislation. It's a public statement describing our approach to complying with the legal responsibilities in the data protection legislation and how it enables individual rights to be upheld and exercised.
Damp and Mould Policy.pdf[pdf] 272KB
This Policy sets out our commitment to tackling any damp and mould issues in detailing the steps taken to ensure we're providing and allowing our customers to maintain a damp and mould free home.
Domestic Abuse & Violence Against Women and Girls (VAWG ) Policy.pdf[pdf] 105KB
This policy sets out our commitment to take efficient and effective action to respond to all reports of incidents of domestic abuse. It explains how we provide trauma informed support tailored to the needs of the individual, working in partnership with specialised agencies to provide a coordinated response.
Equality, Diversity and Inclusion Policy.pdf[pdf] 180KB
We set out and champion our policy for Equity, Diversity, and Inclusion (EDI), enabling an honest and open culture. We celebrate and value the differences between individuals at all levels.
Equity, Diversity and Inclusion Commitment Statement.pdf[pdf] 67KB
Our Equity, Diversity and Inclusion Commitment (EDI) outlines our vision and commitment to EDI and the actions we'll take to help make Golding Homes a more diverse and inclusive organisation. Everyone in the organisation from our frontline colleagues, to Board and leadership is responsible for EDI. We recognise that our colleagues, customers and communities are from diverse backgrounds and have unique characteristics, experiences and needs. Our vision is to create a culture where EDI's at the forefront of our thinking and informs everything we do. It's crucial that our values, policies and actions show our commitment.
Fair access and reasonable adjustments policy.pdf[pdf] 237KB
This policy sets out our commitment to customers to make sure they can access our services fairly, including making reasonable adjustments and receive the assistance they need to sustain their tenancy.
Gas and Heating Safety Policy.pdf[pdf] 142KB
This policy sets out how we'll meet the key legal obligations which require us to ensure that gas appliances, fittings and flues provided for tenants’ use are safe.
Hate Crime Policy.pdf[pdf] 709KB
This policy outlines how we'll prevent, respond to, and deal with hate crimes or hate incidents to promote a safe and welcoming environment for everyone.
Lift Safety Policy.pdf[pdf] 176KB
This policy sets out how we'll meet the key legal obligations which require us to maintain passenger lifts and carry out periodic thorough examinations and inspections to ensure those lifts operate safely.
Modern Slavery and Human Trafficking Statement.pdf [pdf] 146KB
This statement sets out what we're doing to understand all potential modern slavery risks related to our business and put in place steps to make sure that there's no slavery or human trafficking in our business and our supply chains. We recognise our responsibility to take a robust approach to tackle slavery and human trafficking.
Mutual Exchange Policy.pdf[pdf] 132KB
This Policy sets out our approach to supporting customers living in eligible housing to mutually exchange their homes in accordance with statutory legislation and regulatory standards
Neighbourhood and Communal Spaces Policy.pdf[pdf] 185KB
This Policy sets out our commitment to maintaining and improving neighbourhoods and communal spaces.
We know that for many people pets are an important member of the family and offer companionship . T hey also help customers maintain a healthy and active lifestyle and p et ownership can offer significant benefits to a person’s wellbeing . However, it's important that we maintain high quality homes and communal areas, so we need to ensure that pets don't negatively affect others. This Policy sets out our position on pet ownership and the management of these in our homes and communal areas for social and affordable rent tenants.
As part of providing a good service to you, we need to collect and handle personal information from and about you. We hold and process this information to manage your housing arrangements and meet your needs. Your personal information needs to be kept confidential and we take great care to make sure it's collected, stored, and handled responsibly and according to legal requirements.
Recharge Policy.pdf[pdf] 136KB
This Policy sets out our approach to charging customers for repairs and related costs they’re responsible for. The purpose of this policy is to ensure our resources are used efficiently and effectively, encourage our customers to take care of their homes and prevent damage or disrepair, recover the costs of repairs or works that are not due to fair wear and tear or our responsibility and inform our customers of their obligations and rights regarding the maintenance of their homes.
Rent Income and Arrears Management Policy.pdf[pdf] 118KB
This policy is to set out how we'll support our customers and collect income and debt across our stock and to ensure we maximise the funds available to provide housing services to our customers.
Rent & Service Charges Policy & Framework.pdf[pdf] 350KB
The purpose of this Policy is to set out our approach to rent and service charge setting for Social Rent, Affordable Rent, Fair Rent, Supported Housing, Temporary Accommodation, Market Rent, Garages, Shared Ownership, and Residential Leasehold Properties.
Repairs and Maintenance Policy.pdf[pdf] 241KB
This Policy sets out our repairs and maintenance responsibilities and service. Registered providers must provide effective, efficient and timely repairs, maintenance and planned improvements service for the homes and communal areas for which they're responsible.
Safeguarding Adults Policy.pdf [pdf] 257KB
This Policy is to make sure we comply with all statutory and regulatory requirements and best practice, promote a culture of professional curiosity, deliver effective safeguarding practice, and the safe, timely reporting of neglect and abuse.
Safeguarding Children Policy.pdf [pdf] 251KB
We're committed to safeguarding children. We have a duty of care to protect children and young people from abuse or neglect. This Policy is to make sure we comply with all statutory and regulatory requirements and best practice; promote a culture of professional curiosity; deliver effective safeguarding practice; and the safe, timely reporting of neglect and abuse.
Our Tenure Policy sets out the type of occupancy agreements we offer and how we manage tenancy issues such as tenancy sustainment, fraud, succession, and assignment. Its purpose is to ensure we meet all applicable legal and regulatory requirements in relation to the form, use of, and management of our occupancy agreements. It also covers how occupancy agreement can be ended by us and our customers.
Unacceptable Behaviour Policy.pdf[pdf] 126KB
We want to provide outstanding customer service and this is achieved not only through key functions colleagues undertake when delivering our services , but also their approach and behaviour when interacting with our customers. We have an expectation that customers, in return will behave appropriately towards our colleagues and that they will not be subjected to unacceptable behaviour in the course of their work.
Water Hygiene Policy.pdf[pdf] 144KB
This policy sets out how we'll meet the key legal obligations which require us to identify, manage and/or mitigate risks associated with hot and cold-water systems and any other systems that may cause exposure to legionella bacteria in our properties.