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Living Area Leon House

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.

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Man and woman signing paperwork

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.

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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.

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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.

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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.

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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.

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Unacceptable Behaviour Policy

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

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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.

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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.

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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.

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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.

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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.

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