Customer policies

This policy sets out Hyde’s approach to ensuring its services are easy for customers to access, regardless of language, sensory impairment, disability or literacy skills.

Accessible and Inclusive Communication Policy Statement (PDF, 244KB)

Next review date: June 2029.

Accessible Formats Policy and Procedure FAQs

General accessibility and communications

What if I struggle with digital tools or don’t use the internet?

We’ll always offer non‑digital options such as letters, phone calls or home visits. Alternative formats (large print, audio, etc) can also be posted to you.

Can I request communications in a format that suits a cognitive or learning disability?

Yes. Adjustments are made case‑by‑case, and colleagues won’t make assumptions about your needs.

Can everyone in my household choose their own communication preferences?

We only communicate with the lead tenant or joint tenants, so communication preferences are linked to individuals. We don’t communicate directly with household members, unless we’ve agreed that with you.

What languages do you provide translations in?

Any language can be provided on request. We review frequently used languages and update the list regularly.

Do you consider religious needs when communicating?

Yes. Under the Equality Act, we accommodate communication needs related to religious observance.

Do you consider gender identity or sexual orientation in communication?

Yes. Inclusive language will be strengthened in policy wording and communication.

Procedures and technical questions

Are your internal procedures accessible to customers?

Customer‑friendly summaries are available on our website.

Do you provide BSL interpreting?

Yes. British Sign Language interpreting is available through approved providers.

Are surveys offered in my preferred language?

Yes. Surveys can be issued in the language you request.

Can my child act as an interpreter?

Children under 16 should not interpret for anyone, except in exceptional, low‑risk situations. Children that are 16 or older may help, if the topic isn’t sensitive.

What happens if I am visually impaired and digitally excluded?

We can send large‑print, Braille or audio formats by post.

Aids and adaptations are alterations to make your home easier to live in, so you or a member of your family can enjoy more independence. Find out more information about our aids and adaptions service.

This policy 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.

Allocations and lettings policy statement (PDF, 142KB)

Allocations and lettings policy guidance (PDF, 300KB)

Next review date: October 2028

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

ASB policy statement (PDF, 255KB)

Next review date: May 2029

We expect our contractors, subcontractors and their operatives to follow the highest standards and use best practice when carrying out work on our residents’ homes.

Find out more information about our Contractors’ Code of Conduct.

Contractors code of conduct and health and safety management (PDF, 355KB)

Next review date: October 2028

 

This policy sets out our approach to the complaint process, including what is considered a complaint, how to make a complaint and how we resolve complaints.

Complaints and compensation policy statement (PDF, 336KB)

Next review date: June 2029

You can have your say about the services that we provide and get involved to help us improve them. There are lots of ways you can get involved and make a difference – read more on our Customer Involvement pages.

Customer Involvement policy statement (PDF, 148KB)

Next review date: January 2028

We take the issue of damp and mould extremely seriously and investigate every report thoroughly. We don't blame customers for damp and mould appearing. Our focus is on working with you to resolve the issues. Find out more on our damp and mould pages.

This policy explains our role in helping to tackle and prevent domestic abuse.

Domestic abuse policy statement (PDF, 255KB)

Next review date: December 2027

This policy sets out our approach to ensuring the fair use of our services by all customers.

Fair use policy statement (PDF, 260KB)

Next review date: July 2028

This policy explains our role in helping to tackle and prevent hate crime.

Hate crime policy statement (PDF, 249KB)

Next review date: May 2029

This policy sets out our approach to managing leasehold, shared ownership and freehold properties.

Home ownership policy statement (PDF, 142KB)

Next review date: December 2026

The policy sets out our approach to income collection, including rents, service charges, sundry debts and other fees and charges.

Income policy statement (PDF, 195KB)

Next review date: February 2029

 

This policy sets out our approach to managing our estates and communal areas within our neighbourhoods.

Neighbourhood management policy statement (PDF, 215KB)

Next review date: October 2026

Customers are responsible for any damage caused accidentally, deliberately or because of neglect by you or other members of your household, including visitors, pets or contractors hired by you. Find out more about customer recharges.

The policy sets out our approach to providing our residents with an efficient, prompt and customer-focused repairs service.

Repairs policy statement (PDF, 143KB)

Next review date: March 2027

This 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, customers and staff.

Safeguarding adults and children policy statement (PDF, 318KB)

Next review date: January 2027

This policy sets out our approach to managing service charges for customers including tenants and homeowners for properties we own or manage.

Service charge policy statement (PDF, 172KB)

Next review date: June 2029

This policy sets out our approach to investigating and resolving service charge enquiries from customers. 

Service charge enquiry policy statement (PDF, 230KB)

Next review date: April 2029

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

Tenure policy statement (PDF, 224KB)

Next review date: May 2029

This policy sets out how we will manage the enforcement of our tenancy terms and conditions.

Tenancy management policy statement (PDF, 300KB)

Next review date: December 2027

Our approach to managing unacceptable customer behaviour whilst ensuring customers are treated fairly and with respect.

Unacceptable behaviour policy statement (PDF, 250KB)

Next review date: February 2029

This policy provides guidance on our approach to dealing with residents’ use of video doorbell devices.

Video doorbell guidance (PDF, 279KB)

Next review date: December 2028

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

Vulnerability policy statement (PDF, 266KB)

Next review date: October 2028