Policies & Procedures

Anti Bribery, Anti-Fraud and Corruption Policy [pdf] 125KB

We are committed to the protection of our assets against losses to fraud and corruption. We are working to make sure that the opportunity for fraud and corruption is as low as reasonably practicable, and will be supported in this by the honest majority of people who oppose fraud.

Community Safety Policy.pdf [pdf] 254KB

We take community safety seriously and aim to balance enforcement action with intervention programmes which address the issues and make communities better. We will always seek to work in partnership with other agencies where appropriate to ensure that all the measures available are used effectively to tackle community safety issues.

Complaints Resolution Policy.pdf [pdf] 123KB 

We always do our best to provide 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. View our complaints policy for further information.

Compensation Policy - April 2022.pdf [pdf] 110KB

We strive to provide high-quality services in everything we do. However, we realise that there will be occasions where the level of service falls below our accepted standard. We will work with our customers to achieve an acceptable resolution whilst ensuring that a transparent, consistent, and fair approach is taken when dealing with compensation. View our compensation policy for more information. 

Customer Engagement Strategy 2020 to 2023.pdf [pdf] 496KB

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. View our customer engagement strategy for more information.

Customer Strategy 2021 - 2024.pdf [pdf] 404KB

Our Customer Strategy s ets out how we will become a truly customer-centric organisation . We have gained a deeper understanding of our customers’ needs, and what they want from  Golding and have developed  this  S trategy  with them. View our Customer Strategy for more information.

Equality, Diversity and Inclusion Strategy 2021-2023 .pdf [pdf] 564KB

This Equality Diversion and Inclusion Strategy (EDI) outlines our vision and commitment to EDI and the actions we will take to help make Golding Homes a more diverse and inclusive organisation. Everyone is responsible for EDI within our organisation, from our frontline colleagues, to Board and leadership. We recognise that our colleagues, customers and communities, all represent individuals from diverse backgrounds, unique characteristics, experiences and needs. Our vision is to create a culture where Equality, Diversity and Inclusion (EDI) is at the forefront of our thinking and informs everything we do. It is crucial that our values, policies and actions demonstrate our commitment.

Modern Slavery and Human Trafficking Statement 2021.pdf [pdf] 130KB

This statement sets out our actions to understand all potential modern slavery risks related to our business and to put in place steps that are aimed at ensuring that there is no slavery or human trafficking in our own business and our supply chains. We recognise our responsibility to take a robust approach to combat slavery and human trafficking.

Privacy Policy

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 in connection with managing your housing arrangements and to meet your needs.  Your personal information needs to be kept confidential and we take great care to ensure it is collected, stored, and handled responsibly and according to legal requirements. 

Rent Income and Arrears Management Policy.pdf[pdf] 159KB

We want our current and future customers to live in homes where they can feel, safe, secure and supported. We recognise that debt prevention is more effective than debt recovery. Our Rent Income and Arrears Management Policy sets out how we will support our residents and collect rent and manage debt.

Tenancy Policy [pdf] 85KB

Our Tenancy Policy sets out the tenancies we offer and the way in which we administer tenancy related matters. It covers how customers can access housing, the range of tenure we offer, and matters relating to tenancies such as tenancy sustainment, fraud, changes to tenancies, and mutual exchanges. It also covers the legal grounds that we can use when we start to take possession proceedings against customers who are in breach of their tenancy.

Keeping your information safe

As part of providing a good service to you, we need to collect and handle personal information from and about you. 

Your personal information is kept confidential, and we take great care to ensure it is collected, stored, and handled responsibly and according to legal requirements. 

Your information is kept for as long as needed for the activity for which we have collected it. Where we can, we will let you know how long your information will be kept. Where we are not able to say, we aim to keep to the following standards:

  • keep to any legal requirements whilst also respecting the amount, type and sensitivity of the information
  • ensure that we don’t hold information for any longer than we need to
  • remain mindful of potential risk from sharing information without permission

Why we collect and hold information about you

We collect, hold and process information about you in connection with managing your housing arrangements and to meet your needs. 

How we collect information

You give us information when you become a customer and complete forms like your tenancy agreement.

We also collect some information automatically; for instance, when you contact us with a query or to report an issue.

Data protection regulation

The Information Commissioner's Office (ICO) is the regulator for data protection in the UK. You have the right to make a complaint to the ICO if you feel that we have not complied with your data protection rights. https://ico.org.uk/make-a-complaint/

Our privacy policy details what personal data we collect about you, how we use it, why we use it and who we share it with. You can read our privacy policy here.

If you would like to exercise any of your rights or have any questions about data protection, please contact our Data Protection Officer by calling 01622 212587 or emailing dpo@goldinghomes.org.uk