Our policies and procedures

This webpage details our housing policies and procedures, which set out how we deliver services, as well as our commitments to tenants.

They are in alphabetical order.

We welcome feedback on all our policies. If you have any comments, please email tenant.engagement@baberghmidsuffolk.gov.uk.

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Allocations Policy
Our Allocations Policy relates to the Gateway to Homechoice choice-based lettings scheme, which consists of a single Housing Register and a choice-based lettings scheme for the allocation of social housing.
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Antisocial Behaviour Policy

Our Antisocial Behaviour Policy sets out our approach to managing antisocial and nuisance behaviour from our tenants.

It has been agreed with by our Communities team.

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Complaints

Compliments, comments and complaints help us to improve the services we provide our tenants, residents and businesses.

For more information about how we handle complaints, please visit our Compliments, comments and complaints webpage. 

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Fencing Policy

Our Fencing Policy aims to establish and maintain an agreed standard and a consistent approach for all new and replacement fencing.

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Good Neighbourhood Management Policy

Our Good Neighbourhood Management Policy sets out our approach to managing and addressing neighbourhood issues that are not considered to be antisocial behaviour.

You can read the impact assessment for our Good Neighbourhood Management Policy.

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Health and safety

We have a policy for asbestos, damp and mould, electrical safety, fire safety, gas and heating, lift safety, water hygiene.

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Hoarding and Neglect Policy

Our Hoarding and Neglect Policy sets out our approach and commitment to the prevention and management of cases of hoarding and self-neglect in our districts.

You can read the impact assessment for our Hoarding and Neglect Policy.

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Housing Compensation Policy

We are committed to providing high quality services and support for all our customers. However, we recognise that there will be times when our services do not meet the standards our customers expect.

When this happens, we want to provide a fair, proportionate and consistent response to our customers, take a common-sense approach and ensure we learn from our mistakes.
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Housing Repairs and Maintenance Policy

As a landlord, we have a duty to repair and maintain properties. We are committed to:

  • providing safe, decent and comfortable homes which meet or exceed health and safety requirements
  • delivering a high quality, responsive repairs service that provides value for money, in line with the requirements in the Regulator for Social Housing's Consumer Standard

We are committed to promoting equality, community cohesion and social, digital and financial inclusion.  We complete Equality Impact Assessments on our policies to ensure that they are fair and do not discriminate against protected groups.  

You can read the Impact Assessment for our Housing Repairs and Maintenance Policy.
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My Home app
My Home is the app that you can download to help you manage your tenancy. Our user guide will help you create and use a My Home Tenant Portal account, and contains answers to some frequently asked questions.
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Pet Policy

We encourage responsible pet ownership as we recognise that it has important benefits, such as:

  • helping to develop social skills in children
  • providing companionship to the elderly
  • improvements to the owner’s health  

Following the addition of the XL Bully to the Dangerous Dogs Act, any Council tenant who owns an XL Bully may continue to keep their pet - provided you comply with the law and have an exemption certificate.

Please note: This policy is currently under review.

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Rent and Service Charge Policy

Our Rent and Service Charge Policy sets out our approach to the setting of rent and service charges.

Its aim is to ensure that we comply with all relevant legislation, regulatory requirements, and recognised best practice.

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Repairs, Compliance and Planned Works Recharge Policy

Our Repairs, Compliance and Planned Works Recharge Policy recognises that tenants have a responsibility to look after their home, as laid out in their tenancy agreement.

This policy will ensure that there is a consistent and transparent approach to recharges.
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Right to Buy Policy

Our Right to Buy policy explains how applications are processed, and then completed via the statutory process that all landlords must follow.

You can also read the Impact Assessment for our Right to Buy Policy.

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Temporary Move Policy

Our Temporary Move Policy outlines how we help tenants in cases where they need to leave their home and move into alternative accommodation due to major works, emergency repairs, or the redevelopment of their home.

You can also read the Impact Assessment for our Tenant and Leaseholder Alteration Policy.

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Tenancy Policy
Our Tenancy Policy explains our approach to the use of different tenancy types and when different tenancies will be offered, and the ways in which they will be managed.
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Tenant and Leaseholder Alteration Policy
Our Tenant and Leaseholder Alteration Policy explains how and when you should seek permission for alterations and improvements, and our approach to granting it.

You can also read the Impact Assessment for our Tenant and Leaseholder Alteration Policy.
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Tenant Engagement Strategy

Our Tenant Engagement Strategy sets out how we will develop tenant engagement opportunities, so that you can effectively and meaningfully work with us.

You can also visit our Tenant Engagement webpage for more information.

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Void Lettable Standard
The purpose of our Void Lettable Standard is to ensure that we and our contractors carry out a consistent standard of work to all empty properties, before we re-let them. This document outlines the condition in which a property should be let.
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