Useful documents and policies
We want to make it easy for you to find information about your home. On this page you can find documents, policies and useful information about your home, tenancy and our services.. If you can't find what you need or have a question about the management of your home, please contact us
About your home and our services
The following documents are provided when you become a Cottsway customer. They are reviewed regularly to ensure they are up-to-date, and the latest version can be found online.
- Our customer charter
This sets out the service standards you can expect from us - and what we expect in return. - Moving into an empty property
This sets out the standards you can expect from us when you move into an empty property. - Home User Guide (HUG)
If you move into a brand-new Cottsway home, this guide explains repair responsibilities, DIY limitations and other important information for the first 12 months.
Policies, standards and customer information
These documents explain how we deliver services, make decisions and meet our responsibilities. They also set out your rights, responsibilities and the standards you can expect from us.
Browse policies by topic
- Responsive repairs policy
How we manage repairs, who is responsible for them and the expected timescales. - Home alterations policy
The changes you can make to your home and when permission is needed. - Chargeable works policy
When we may charge for repairs or services and how charges are applied. - Clear communal areas policy
How we keep shared indoor areas safe, accessible and well maintained. - Estate management policy
How we manage our estates, green spaces, trees and communal areas. - Service charge policy
How service charges are calculated and shared between customers. - Decant policy
How we support customers who need to move temporarily or permanently from their home.
- Lettings policy
How we allocate homes and assess applications for housing. - Tenancy change policy
How we manage changes to tenancy agreements. - Succession policy
Who may be able to take over a tenancy after a customer's death. - Mutual exchange policy
How tenants can swap homes with another social housing tenant. - Easy move scheme (under occupation) policy
How we help customers move to a home that better meets their needs. - Tenancy fraud policy
How we prevent, investigate and take action against tenancy fraud. - Rent recovery policy
How we support customers in rent arrears and recover unpaid rent. - Former tenant debt recovery policy
How we recover debts owed after a tenancy has ended. - Vulnerable tenants policy
How we identify and support customers who may need additional help.
- Anti-social behaviour (ASB) policy
How we prevent and tackle anti-social behaviour in our communities. - Good neighbourhood management policy
How we deal with neighbourhood issues that are not classified as ASB. - Domestic abuse policy
How we support customers experiencing domestic abuse. - Hate crime and incident policy
How we respond to and address hate crime and hate-related incidents. - Safeguarding adults policy
How we protect adults who may be at risk of harm or abuse. - Safeguarding children and young people policy
How we protect children and young people who may be at risk of harm.
- Access to information (STAIRs) policy
How you can access information and how we meet Social Tenants Access to Information requirements. For information published under our publication scheme, see: STAIRs - Transparency, influence and accountability policy
How we promote transparency, customer influence and accountability. - Customer feedback and complaints policy
How you can provide feedback, raise concerns and make a complaint. - Compensation policy
When compensation may be available and how to make a claim. - Unreasonable customer behaviour policy
The standards of behaviour we expect and how we address unacceptable conduct.
- A guide to shared ownership
How shared ownership works, who can apply and what costs are involved. - Leasehold management policy
How we manage leasehold homes and the services we provide.
- Equality, diversity and inclusion policy
How we promote fairness, inclusion and equal opportunities for our customers and staff. - Competence and conduct policy
How we ensure our employees and contractors have the skills, knowledge and behaviours needed to carry out their roles effectively. - Code of professional behaviours - our behaviour framework
The standards of behaviour expected from our staff, contractors and partners. - Environmental policy
How we reduce our environmental impact and support sustainable communities. - Procurement policy
How we buy goods, services and works fairly and responsibly.