Customer area
Policies

Customer Policies

Here you can find our key policies which help us make decisions on important matters for customers.

Complaints Policy

How we manage customer complaints, including our aims for resolving complaints, the different stages to complaint escalation and timescales for responses. This includes details of the Housing Ombudsman Service which Legal & General Affordable Homes are members of.

Allocation Policy

How we let our homes and work with Local Authorities and other partners to address the need for affordable housing in England. This includes customers requesting to mutual exchange, transfers and how we allocate our shared ownership properties.

Affordability Policy

We are committed to ensuring that our customers have an affordable place to live. This policy outlines our process for determining a customer’s ability to afford and maintain a property, considering their entire household income and expenses.

Exterior photo of dog walker and people sitting under a tree in Barrier park

Pet Policy

Our approach to keeping pets in homes and how customer can ask for permission to keep a pet, including any measures where this may cause an issue in the home.

Exterior view of a 3 floor Apartment building at Kilnwood Vale

Right to Shared Ownership

In some cases you can buy a share of your rented home.

This scheme allows some tenants to buy a share of their rented home through Shared Ownership.

Damp & Mould Policy

How we approach dealing with damp and mould and how we prevent this from occurring in our homes in the first place.

Concierge Lobby Area at Hampton Tower South Quay Plaza

Staircasing & Resale Policy

Our approach to when a shared owner wants to either purchase more of their current home, or they want to sell their home and move on.

Communal Dining Room at Leon House Croydon.

Rent Setting

How we set rents for our rental properties, including when it comes to re-letting and annual rent reviews. This policy ensures we are compliant with the Regulator of Social Housing’s Rent Standard.

Unacceptable Behaviour Policy

Our approach to protecting our staff members from behaviour which puts them at risk

Luxury 2 bedroom apartment kitchen and dinning area at Leon House, Croydon

Service Charge Policy

Service charges in addition to your net rent to covers costs associated with the delivery of communal services within your building (if applicable) and the wider estate that you live on.

Tenancy Policy

The different types of tenures we offer to customers, and how we review tenancies will come up to the end of their fixed-term period all with the aim of best utilising our available housing stock.

Shared Owner Charges Policy

We have a responsibility to administer a number of services to shared owner residents. These services are rechargeable to the customer through the lease agreement.

Balcony overlooking the River Medway

Anti Social Behaviour Policy

Our approach to report of anti-social behaviour and hate crime, with our aim on preventing and addressing behaviour which has a negative impact on our customers

Street scene of Buttercross Place

Domestic Abuse Policy

We are committed to supporting victims of domestic abuse, and this policy outlines how we will address this issue

Image of living/dining area in Plot 3 Carter Meadows

Tenancy Fraud Policy

Affordable housing should be given to those in genuine need. Where any level of tenancy fraud is found, this policy outlines what action will be taken.

Ipswich park

Adult Safeguarding Policy

We are committed to protecting the wellbeing of our customers. Our Adult Safeguarding Policy sets out how we work to prevent harm, abuse and neglect, and how we respond when concerns are raised.

Child Safeguarding Policy

We are committed to protecting the safety and wellbeing of children and young people. Our Child Safeguarding Policy outlines how we work to prevent abuse, harm and neglect, and how we respond when concerns are raised