Customer Policies – Rental

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

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.

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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.

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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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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

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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

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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 L&G are members of.

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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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Disabled Adaptations Policy

How we approach proposed disabled adaptations within L&G homes, ensuring customers receive an equal opportunity for adaptations to be made.

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Domestic Abuse Policy

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

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Home Improvements and Alterations Policy

This policy sets out how we’ll support our customers with home improvements and alterations, to ensure all work in and around the home is safely carried out to the required standard.

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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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Communal Dining Room at Leon House Croydon.

Rent Setting Policy

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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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.

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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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.

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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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