• Havenmore Housing Association CIC is a Community Interest Company.
• We operate on a not-for-profit basis.
• Any surplus is reinvested into housing, property safety, service improvement and tenant wellbeing.
• We are regulated by the CIC Regulator and comply with the Companies Act 2006.

• The organisation is overseen by a Board responsible for governance, strategy, risk and compliance.
• The Board monitors financial performance, safeguarding, property safety, service quality and organisational risk.
• Senior management is responsible for day-to-day operations and delivery.
• Key decisions are documented and subject to appropriate oversight.
• Policies and procedures are reviewed regularly and updated where law, regulation, service design or operational learning requires it.

• Havenmore operates as an independent housing provider with its own governance, decision-making and financial arrangements.
• We work with a range of care and support providers across different services.
• Care providers do not determine Havenmore’s housing allocations, tenancy decisions or rent structures.
• Placements are often made alongside commissioned care or support arrangements, and effective delivery depends on appropriate care and support being in place.
• We maintain clear separation of roles while working in coordination with partners to support safe, suitable and sustainable tenancies.

Why this matters

• It ensures tenants have clear housing rights that are separate from care or support arrangements.
• It supports compliance with Housing Benefit rules for supported housing.
• It reduces the risk of conflict between housing management and care delivery.
• It ensures housing decisions remain based on property suitability, risk, affordability and tenancy sustainability rather than care provider influence.

• We work with local authorities, commissioners, social workers, health professionals and care or support providers.
• We coordinate with care and support providers where housing and support arrangements need to align.
• We share information only where lawful and necessary.
• We maintain clear boundaries between housing management, personal care and support responsibilities.
• Where a housing issue affects tenancy sustainment, safety or property use, we may work with relevant professionals to resolve it.

• Rents and service charges are structured on a transparent basis.
• We separate housing costs from care and support costs.
• We distinguish between rent, eligible service charges, ineligible or personal charges and intensive housing management where applicable.
• We provide rent and charge breakdowns to tenants, representatives and local authorities where required.
• Accounts are prepared and filed in line with statutory requirements.

• Safeguarding policies aligned to applicable safeguarding law and local multi-agency procedures.
• Health and safety compliance across properties, including fire, gas, electrical, water hygiene and other relevant property safety controls.
• Data protection in line with UK GDPR and the Data Protection Act 2018.
• Equality and reasonable adjustments in line with the Equality Act 2010.
• Complaints handling, tenant feedback and service improvement processes.
• Rent and service charge information designed to support transparency and Housing Benefit scrutiny where applicable.

• We identify and monitor operational, financial, safeguarding, property and compliance risks.
• We take proportionate action to manage and reduce risk.
• Serious incidents and safeguarding concerns are escalated appropriately.
• Repairs, complaints, feedback and compliance information are reviewed to identify themes and improvement actions.
• Where external partners are involved, we aim to clarify responsibilities and escalation routes.

• Havenmore is developing its governance, financial, operational and assurance arrangements to support future Registered Provider readiness.
• This includes work on tenant voice, complaints, property safety, data quality, policy control, board assurance and financial sustainability.
• We aim to demonstrate safe, accountable and sustainable supported housing management.

• We review policies and procedures regularly.
• We act on tenant feedback, complaints and operational learning.
• We monitor performance across repairs, safety, compliance and service quality.
• We use evidence from incidents, complaints, audits and service reviews to improve how we work.