Clarion Housing policies

Complaints Policy

We aim to provide the best possible service but sometimes we can make mistakes or circumstances beyond our control affect our service. You can help us put things right by letting us know where our service falls down and how we can improve it.

Download: Complaints Policy (PDF)

Read about our complaint handling code self-assessment

Tenancy Policy

This sets out our range of tenancies. It applies to all our rented accommodation, including social and affordable rent, Rent4Less, intermediate rent, retirement, supported, key worker and temporary housing. It doesn’t apply to market rent, shared ownership and properties for outright sale.

Download: Tenancy Policy (PDF)

Allocations Policy

This sets out how we allocate homes fairly and transparently, as well as the eligibility and affordability criteria that apply to all tenants and applicants, including those nominated by local authorities.

Download: Allocations Policy (PDF)

Starter Tenancy Policy

This explains our approach to reviewing probationary periods or starter tenancies and sets out the circumstances in which we may extend or terminate a tenancy.

Download: Starter Tenancy Policy (PDF)

End of Fixed-Term Tenancy Policy

This sets out the circumstances in which we offer another tenancy at the end of a fixed-term tenancy in social and affordable rent housing, and our commitments for providing housing options advice and assistance.

Download: End of Fixed-Term Tenancy Policy (PDF)

Tenancy Management Policy

This provides a framework for managing the enforcement of tenancy terms and conditions and sets out how we work with vulnerable tenants having difficulty maintaining their tenancy conditions.

Download: Tenancy Management Policy (PDF)

Tenancy Fraud Policy

This sets out how we work to prevent and tackle tenancy fraud, and how we ensure our homes are available to those who need them.

Download: Tenancy Fraud Policy (PDF)

Temporary Absence and Abandonment Policy

This details how we manage a property that has been abandoned or from which the tenant is temporarily absent. It applies to all our rented housing, with the exception of market rented and shared ownership properties.

Download: Temporary Absence and Abandonment Policy (PDF)

Succession Policy

This sets out what happens when a tenant dies and an eligible partner, qualifying family member or joint tenant wants to take over the tenancy.

Download: Succession Policy (PDF)

Mutual Exchange Policy

This sets out circumstances in which tenants can swap homes. It applies to tenants with secure, assured, or assured shorthold tenancies in self-contained, social or affordable homes.

Download: Mutual Exchange Policy (PDF)

Vulnerable Residents Policy

This sets out our approach to helping vulnerable residents access the services they need.

Download: Vulnerable Residents Policy (PDF)

Antisocial Behaviour Policy

This explains our role in helping to tackle antisocial behaviour, harassment and hate crime.

Download: Antisocial Behaviour Policy (PDF)

Neighbourhood Management Policy

This details our approach to managing neighbourhoods, how we involve local residents in neighbourhood planning and improvements, and how we use partnership with other agencies to ensure neighbourhoods are safe, attractive and well maintained.

Download: Neighbourhood Management Policy (PDF)

Safeguarding Reporting Policy

Our Safeguarding policy outlines our approach to safeguarding adults and children. We are committed to working with statutory agencies to ensure the safety and well-being of our residents, service users and staff.

Download: Safeguarding Reporting Policy (PDF)

Leaks, Condensation, Damp and Mould Policy

In line with the Housing Ombudsman’s October 2021 report and recommendations, this policy sets out Clarion Housing Association’s approach to working with residents to prevent, diagnose, treat and remedy leaks, condensation, damp and mould within the home.

Download: Leaks, Condensation, Damp and Mould Policy (PDF)

Customer Compensation Policy

The purpose of the policy is to clarify for all residents, and staff the circumstances in which residents may be entitled to compensation.

Download: Customer Compensation Policy (PDF)

Building Safety Complaints (HRBs) Policy

This sets out our approach for handling building safety complaints. The policy applies where Clarion is the principal accountable person for buildings that are at least 7 floors or at least 18 metres in height.

Download: Building Safety Complaints (HRBs) Policy (PDF)

Taking Legal Action Policy

We are here to help all residents stick to the terms and conditions of their tenancy agreement or lease. However, on the rare occasions where residents don’t rectify a breach, or communicate with us about a breach, we may have to take legal action. This policy sets out when we may have to do this.

Download: Taking Legal Action Policy (PDF)

Managing Unacceptable Customer Behaviour Policy

Occasionally we need to respond to customers who behave in an unacceptable or unreasonable way. This policy explains how we manage unacceptable customer behaviour, while making sure everyone is treated fairly and with respect.

Download: Managing Unacceptable Customer Behaviour Policy (PDF)

Translation and Interpreting Policy

This policy sets out Clarion’s approach to provision of translation and interpreting services for our residents who cannot communicate in English. 

Download: Translation and Interpreting Policy (PDF)

Responsive Repairs and Maintenance Policy

This policy covers heating repairs, communal maintenance and electrical (M&E) and day-to-day responsive repairs delivered through our in house service (Clarion Response) and/or our subcontractor frameworks.

Download: Responsive Repairs and Maintenance Policy (PDF)