Service Standards, Policies & Strategies
Service Standards, Policies/Statements & Strategies
The following tenant-related service standards, policies/statements & strategies are published as part of SLH’s transparency agenda (recommended by a Tenant Scrutiny Review in 2018):
Service Standards
- Customer Service Standards. (To find out more about our Customer Service Standards click here.)
Policies/Statements
- Anti-Social Behaviour (ASB) Policy. (To find out more about and/or to report a problem with your neighbour click here.)
- Compensation Policy.
- Complaints Policy. (To find out more about making a comment, complaint, compliment or suggestion click here.)
- Cumbria Choice Based Lettings Allocations Policy. (To find out more about Cumbria Choice Based Lettings and/or to apply to join the housing register click here.)
- Damp and Mould Policy. (To find out more about our Healthy Home campaign and/or to report Damp, Mould & Condensation click here.)
- Data Protection & Data Privacy Policy
- Department for Energy Security and Net Zero Privacy Statement
- Disrepair Policy
- Domestic Abuse Policy. (To find out more about Domestic Abuse Support click here.)
- Equality, Diversity and Inclusion (EDI) Policy.
- Good Neighbourhood Management Policy. (To find out more about Neighbourhood Plans for your area click here.)
- Health Safety & Welfare Policy
- Housing Ombudsman Complaint Handling Code Self-Assessment Form
- Income Management Policy
- Leasehold Management Policy
- Privacy Policy. (To find out more about Privacy click here.)
- Rents and Service Charges Policy. (To find out more about Service Charges click here.)
- Responsive Repairs Policy. (To find out more about our Responsive Repairs Service and/or to report a repair click here.)
- Safeguarding Children and Vulnerable Adults at Risk Policy. (To find out more about Safeguarding and/or to raise a concern click here.)
- Shared Ownership Allocations Policy
- Social Media Statement
- Tenancy Fraud Policy
- Tenancy Management Policy. (To find out more about Managing Your Tenancy click here.)
- Unacceptable Behaviour Policy.
Strategies
- Asset Management Strategy
- Customer Experience Strategy
- Development Strategy
- Resident Engagement Strategy
- Sustainability Strategy
- Value for Money Strategy
Service Standards & Policies
The following Service Standards Local Offer has been agreed by SLH Board following consultation with the tenant scrutiny group in 2017 and staff. The document ensures that SLH complies with the Regulatory Standards set by the Regulator for Social Housing (RSH) which states that landlords should agree and monitor local offers.
The Home Standard was also subject to Tenants’ Committee consultation and was approved by the Board in March 2023.
The standards will be monitored by the Tenants’ Committee/Resident Forum and a summary of performance will be included within the annual tenant report.
