Our policies

Aids and adaptations policy

Our policy for how we support residents who require aids and adaptations to their homes.

PDF - 140kb

Allocations policy

How we allocate our rented homes.

PDF - 198kb

Anti-fraud, bribery and corruption policy

How we work to prevent fraud, bribery and corruption.

PDF - 166kb

Anti-money laundering policy

How we work to prevent and tackle money laundering.

PDF - 134kb

Anti-social behaviour policy

How we manage and deal with anti-social behaviour.

PDF - 207kb

Anti-tax evasion policy

How we work to prevent tax evasion.

PDF - 138kb

Building safety policy

How we meet legal requirements in the Government's Building Safety Act.

PDF - 193kb

Code of conduct policy

Standards of behaviour and conduct we expect from board and committee members, MTVH staff and involved residents.

PDF - 199kb

Complaints policy

How we deal with complaints and dissastisfaction with our services.

PDF - 152kb

Customer insight policy

How we use information from residents to help improve our services.

PDF - 111kb

Customer remedies policy

How we respond to complaints when we have not met our service commitments (including financial compensation).

PDF - 183kb

Damp and mould policy

Our approach and process for dealing with damp and mould.

PDF - 150kb

Data protection policy

How we process personally identifable data, including personal data, special category data and data relating to criminal offences.

PDF - 166kb

Decant and permanent displacement policy

Our approach for temporairly or permanently moving a resident out of their home.

PDF - 157kb

Diverse needs and vulnerabilities policy

How we tailor our services to support residents who consider themselves vulnerable and those with diverse needs.

PDF - 136kb

Diversity and inclusion policy

How we promote equality, diversity and inclusion in all areas of our work.

PDF - 110kb

Domestic abuse policy

The measures we have in place to support residents and colleagues who are living/have lived with domestic abuse.

PDF - 222kb

Duty of candour policy

How our care and support services meet the Government's duty of candour regulations.

PDF - 118kb

Emergency access policy

Our approach for obtaining access to a residents property in emergency situation.

PDF - 136kb

Equity loan policy

How we deal with equity loan applications.

PDF - 77kb

Ground rent policy

How we set ground rent, change ground rent for existing homeowners and calculate ground rent for new build homes.

PDF - 155kb

Heat metering and billing policy

How we comply with legal requirements around heat metering and billing as a heat supplier.

PDF - 117kb

Hoarding policy

How we manage cases where residents hoard in our homes and services.

PDF - 146kb

Homeowners recharge policy

Our approach for recharging homeowners for works and services.

PDF - 211kb

Mental capacity policy

How we support people who may not be able to make their own decisions. Our approach is based on guidance from the Mental Capacity Act.

PDF - 119kb

Money and debt policy

How we support people with money and debt issues.

PDF - 133kb

Mutual exchange policy

How we support residents who want to swap their home with another social housing tenant (mutual exchange).

PDF - 131kb

Occupational health, safety and environmental policy

How we provide safe and healthy environments for our staff, customers and communities.

PDF - 116kb

Payment Card Industry Data Security Standard (PCI-DSS) policy

How we manage payment card security and comply with the Payment Card Industry Data Security Standard (PCI-DSS).

PDF - 139kb

Planned property investment policy

How we manage our planned and cyclical maintenance service.

PDF - 137kb

Property compliance property

How we manage fire, gas, electrical, lift, asbestos and water safety throughout all of our properties.

PDF - 217kb

Rent setting policy

How we set rents in line with the Government's rent standard.

PDF - 166kb

Responsive repairs policy

How we deliver responsive repairs to our residents.

PDF - 152kb

Safeguarding adults at risk policy

Our approach for safeuguarding adults at risk in our homes and in services we manage.

PDF - 153kb

Safeguarding children policy

How we safeguard children and young people.

PDF - 192kb

Shared ownership resales policy

Our approach for shared owners selling a share of their home (known as 'resales').

PDF - 122kb

Shared ownership staircaising and simultaneous staircasing (SIM) policy

Our approach to supporting shared owners who want to buy more shares in their home (staircasing).

PDF - 149kb

Social value policy

How we request social value contributions from our supply chain.

PDF - 317kb

Succession policy

How we deal with successions (the transfer of a tenancy to a qualifying person following the death of a tenant).

PDF - 155kb

Tenancy changes policy

How we deal with requests to change an existing tenancy.

PDF - 131kb

Unreasonable behaviour policy

How we deal with people whose actions or behaviour is deemed to be unreasonable.

PDF - 66kb