Useful documents and policies

We want to make it easy for you to find information about your home. On this page you can find the documents and policies on topics that we're commonly asked about.

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 provides the information you need including repair responsibilities and DIY limitations for the first 12 months.

Policies

By following set policies we can ensure consistent and fair decisions are made regarding our operations and how we interact with all our customers. They also enable you to understand your rights and obligations, and hold us to account.

If you can't see the document or policy you're looking for or have a question about the management of your Cottsway home, please: Contact us

• Anti-social behaviour (ASB) policy
  Sets out what we do to manage ASB and reduce harm, including potential eviction procedures. 
  
  
• Chargeable works policy
  Outlines when we may charge for repairs or services for which customers are responsible, including how charges are calculated and how they will be applied.

• Clear communal areas policy
  Sets out how we manage internal communal areas - focusing on fire safety, reducing risks such as trips and falls, and keeping these spaces looking their best. It applies to all customers including   tenants, leaseholders, and their visitors, and covers all shared indoor spaces like halls, stairwells, landings, communal spaces such as common rooms, including in kitchens, and toilets.

• Compensation policy
  Provides guidance on circumstances under which compensation will be paid and how and when compensation can be claimed. 
  
  
• Customer feedback and complaints policy
  Outlines our complaints process to ensure we deal with complaints in an open, transparent and timely fashion.
  
  
• Decant policy
  Sets out how we will act when there is a need to move a customer to another home - either due to an emergency or a planned event such as a redevelopment of a scheme.
  
  
• Domestic abuse policy
  To ensure that those who are subjected to domestic abuse are dealt with in a sympathetic and sensitive non-judgemental way, in accordance with their needs.
  
  
• Easy move scheme (under occupation) policy
  Sets out how we support customers living in homes that are too large for their needs to move to more suitable accommodation, and who can apply for our Easy Move Scheme.
  
  
• Estate management policy
  Describes how we manage our estates and maintain our land, trees and common areas.
  
  
• Equality, Diversity and Inclusion policy
  Explains our approach to ensuring equality, diversity and inclusion in all aspects of our work and services, for both our customers and staff.
  
  
• Good neighbourhood management policy
  Covers how we address housing concerns not included in our ASB policy, for tenants, shared owners and leaseholders.

• Leasehold management policy
  Explains how we manage leasehold homes and our responsibilities. It mainly applies to shared owners and leaseholders, but some parts may also cover freeholders where we provide services.
  
  
• Lettings policy
  Set out our approach to who can get housing, based on things like income, housing need, and ties to the local area.
  
  
• Mutual exchange policy
  Outlines our approach to mutual exchange, which enables tenants to swap to another Cottsway or other social housing home.
  
  
• Rent arrears recover policy
  Explains what we’ll do if a customer falls behind on rent payments - from the help we’ll offer, to the steps we may take, including legal action or eviction, if the issue isn’t resolved.

• Responsive repairs policy
  Explains repairs responsibilities, how to report a repair, how we deal with it, what’s considered a ‘reasonable’ repair, and how long it should take to complete.
  
  

• Safeguarding adults policy
  Describes how we will meet our responsibility to safeguard vulnerable adults.
  
  
• Safeguarding children and young people policy
  Describes how we will meet our responsibility to safeguard children and young people.

• Service charge policy
  Explains the legal background and describes how service charges are set and apportioned between properties and customers.

• Succession policy
  Sets out the circumstances where someone may be eligible by law or tenancy agreement to succeed a tenancy following the death of a Cottsway customer.
  
  
• Tenancy fraud policy
  Sets out our approach to the prevention and prosecution of tenancy fraud.
  
  
• Unreasonable customer behaviour policy
  Sets out what we consider to be unacceptable behaviour and the steps we may take to deal with it to help us protect staff from abuse and harm.
  
  
• Vulnerable tenants policy
  Outlines how we identify and support vulnerable tenants, both current and new. It ensures staff can recognise tenants needing help and connect them to services that support successful tenancy.