Customer policies

Click the policy names on this page to view a summary of that policy and find a link to download the full document as a PDF.

Anti-Social Behaviour (ASB) Policy

Download a copy of our Anti-Social Behaviour (ASB) Policy [pdf] 89KB

Scope of policy: This Policy sets out Platform Housing Group’s commitments to dealing with Antisocial Behaviour (ASB) in the communities in which we work.

Complaints, Comments and Compliments Policy

Download a copy of our Complaints, Comments and Compliments Policy [pdf] 79KB

Scope of Policy: This Policy sets out how Platform Housing Group (the Group) will deal with complaints, comments and compliments to ensure a fair and consistent approach and that feedback is utilised to deliver continuous improvements in our service delivery.

Download our Complaints Procedure Summary Document - Platform Housing Group [pdf] 2MB

This summary covers:

  • Service delivery directly by Platform Housing Group or services delivered for us by others
  • The standard or quality of service
  • Failure to follow policy or procedure
  • Staff behaviours.

Compensation Policy

Download a copy of our Compensation Policy [pdf] 78KB

Scopy of policyThis policy sets out how Platform Housing Group (the Group) will deal with compensation claims made by customers.

Our Customer Commitments

Download a copy of Our Customer Commitments [pdf] 13MB

Platform Housing Group is committed to providing customers with a good experience

This document sets out the standards that we aim to deliver across all our areas of work. Customer feedback has been used to develop these service standards so we know what is important to you

We are committed to meeting these standards.

We welcome your feedback to help us monitor what we do and further improve.

Data Retention Policy

Download a copy of our Data Retention Policy [pdf] 354KB

Scope of policy: This Policy sets out the approach that Platform Housing Group (the Group) will take to ensure that data is stored for an appropriate period of time, dependent on the data in question.

Domestic Abuse Policy

Download a copy of our Domestic Abuse Policy [pdf] 112KB

Scope of policy: This Policy sets out the principles and objectives that Platform Housing Group will deliver when assisting and supporting our customers (including those living with our customers) who are experiencing or threatened with domestic abuse and, where necessary, taking proportionate action against the perpetrator.

Electrical Safety Policy

Download a copy of our Electrical Safety Policy [pdf] 84KB

Scope of policy: This Policy sets out the approach of Platform Housing Group (the Group) in ensuring compliance with its legal obligations in respect of Electrical Safety under the terms of the Health and Safety at Work Act 1974; Electricity at Work Regulations 1989 and The Management of Health and Safety at Work Regulations 1999.

The policy outlines the approach to be taken when undertaking any works on electrical systems or equipment. It does not cover the management of electrical equipment owned by contractors and residents. It is recognised that we do have a responsibility to ensure that contractors, working on our behalf have safe systems in place for use and maintenance of electrical items brought onto our premises.

Fire Safety Management Policy

Download a copy of our Fire Safety Management Policy [pdf] 186KB

Scope of policy: This Policy sets out the key principles by which Platform Housing Group will aim to comply with legal requirements for fire safety management.

Gas and Fuel Burning Appliance Safety Policy

Download a copy of our Gas and Fuel Burning Appliance Safety Policy [pdf] 88KB

Scope of policy: This Policy sets out Platform Housing Group (the Group) approach to ensuring the safety of all fuel burning appliances that produce noxious products from combustion such as Carbon Monoxide. Examples of fuels that produce noxious products from combustion include Gas, Oil, LPG, Solid Fuels including wood, Bio mass or coal, Solid Fuel cells (BlueGEN) and Open fire appliances.

The policy covers not only the appliances but also flues and associated pipework within all properties owned or managed by any member of the Platform Housing Group.

Installations in individual properties, as well as communal areas are covered by this policy. Safety checks in leasehold or shared ownership properties are not the responsibility of the Group, and are therefore not covered by this policy. We will however, exercise our duty of care towards our leaseholders and shared owners and periodically remind them of the importance of undertaking regular servicing on their appliances and systems by a suitably qualified, registered engineer.

GDPR Policies

Download a copy of our GDPR Information Security Policy [pdf] 75KB

Scope of policy: This policy and it’s associated policy and procedure documents sets out Platform Housing Group’s approach to the security of information systems and the data held therein. This is necessary in order for us to meet our legal and regulatory duties. This policy defines the standards & acceptable use behaviours which must be followed to ensure the security of all data stored and processed by Platform Housing Group members.

Download a copy of our GDPR Data Protection Policy [pdf] 192KB

Scopy of policy: This Policy sets out the key principles by which the Group will ensure we comply with legal requirements in respect of data protection. The Policy has been updated to take account of the General Data Protection Regulation (GDPR), which is effective from 25 May 2018.

Lettings Policy

Download a copy of our Lettings Policy [pdf] 210KB

Scope of policy: This Policy sets out our approach when allocating our rented homes.

Rent Arrears Policy (General Needs)

Download a copy of our Rent Arrears Policy - General Needs [pdf] 169KB

Scope of policy: This policy sets out the approach to be adopted by all members of Platform Housing Group in relation to the management of arrears of rent, occupancy including any licence charges in addition to the income collection of service charges for all rented properties.

Rent Setting Policy

Download a copy of our Rent Setting Policy [pdf] 162KB

Scope of policy: This policy sets out the approach taken by Platform Housing Group (the Group) to rent setting and the review arrangements for all properties held within the Group.

Safeguarding Vulnerable Adults and Children Policy

Download a copy of our Safeguarding Vulnerable Adults and Children Policy [pdf] 174KB

Scope of policy: This policy sets out how employees, board members, stakeholders, consultants, sub-contractors, partners, customers and any other agencies can alert appropriate agencies to concerns of actual, suspected or alleged abuse of a vulnerable adult or child and the steps the Group will take to tackle safeguarding issues.

Tenancy Fraud Policy

Download a copy of our Tenancy Fraud Policy [pdf] 155KB

Scope of policy: This policy sets out the approach that Platform Housing Group will take in relation to tenancy fraud.

Voluntary Right To Buy Sales Policy

Download a copy of our Voluntary Right to Buy Sales Policy [pdf] 122KB

Scope of policy: This Policy sets out the approach to be taken by Platform Housing Group (“the Group”) in relation to those aspects of Voluntary Right to Buy (VRTB) where the Group has discretion