This policy explains how Havenmore manages personal and sensitive information in line with UK GDPR, the Data Protection Act 2018 and confidentiality duties. It covers lawful use of information, secure storage, data sharing, subject access rights, breach reporting and information sharing with local authorities, support providers, regulators and contractors where lawful and necessary.

Our Cookie Policy explains what cookies may be used on our website, the difference between essential and optional cookies, and how users can manage preferences. Website information is for general guidance and may be updated.

This policy explains how we respond to anti-social behaviour, harassment, hate incidents, nuisance, threats, property damage, domestic abuse and other behaviour that affects the safety or wellbeing of tenants and neighbours. Reports are assessed proportionately, high-risk cases are escalated, and legal action may be used where informal resolution is not suitable or has failed.

Our EDI Policy sets out our commitment to fair access, non-discrimination, dignity, respect and reasonable adjustments. It applies to tenants, applicants, staff, contractors, volunteers and board members, and supports accessible communication and inclusive housing management.

Our Safeguarding Policy covers adults at risk and children connected to Havenmore-managed properties. Havenmore is the housing provider and does not provide regulated personal care. Care and support providers retain their own safeguarding and regulatory duties. Havenmore staff, contractors and board members must report safeguarding concerns promptly, and concerns are escalated to the Designated Safeguarding Lead, emergency services or local authority safeguarding teams where required.

Our Complaints Policy explains how tenants, applicants, former tenants and authorised representatives can raise concerns about Havenmore’s housing service. Complaints are acknowledged, investigated and responded to within defined timescales. Complaints are logged, reviewed and used to improve services. Where a complainant remains dissatisfied after Havenmore’s final response, they may contact the Housing Ombudsman where applicable.

Our approach to arrears and tenancy enforcement is proportionate and tenancy-sustainment focused. We aim to identify payment problems early, explain rent and service charge responsibilities clearly, support Housing Benefit liaison where applicable, and consider vulnerability, safeguarding and reasonable adjustments before formal enforcement. Possession action is a last resort and will only be pursued through the correct legal process.

This policy explains how rents and service charges are set, reviewed and explained. Charges should be fair, transparent and based on real or reasonable housing-related costs. Havenmore distinguishes between rent, eligible service charges and ineligible or personal charges. Where Housing Benefit applies, local authorities may request supporting evidence and remain responsible for entitlement and reasonableness decisions.

Our tenancy policies explain how tenancies are granted, managed, sustained and ended. Tenants receive written information about their tenancy type, rights, responsibilities, rent, service charges, notice requirements and complaints routes. Decants may be needed for emergency, health and safety, major repair or redevelopment reasons. Where this happens, we aim to communicate clearly, consider individual needs and protect tenancy rights as far as legally and practically possible.

This policy requires directors, staff and relevant representatives to declare personal, financial or professional interests that could affect decision-making. Declared conflicts are recorded and managed so decisions remain fair, transparent and properly governed.

Our governance and policy control arrangements set out how policies are drafted, reviewed, approved, version-controlled and communicated. Policies are reviewed at least every two years, with earlier review where law, regulation, service change, incidents, complaints or operational risks require it. Havenmore is developing its governance, assurance and reporting arrangements to support future Registered Provider readiness.

This guidance explains how Havenmore approaches Housing Benefit for supported housing. It covers rent, eligible service charges, ineligible personal charges, intensive housing management and evidence that may be requested by local authorities. Not every placement or charge is automatically treated as exempt or specified accommodation. The relevant local authority decides entitlement and eligible amounts based on the facts of the claim and the evidence provided.

The Terms of Use explain how visitors may use this website, the limits of responsibility for website content, and how third-party links are handled. Website content is for general information only and does not replace tenancy agreements, statutory notices, individual correspondence or legal advice.

Our Accessibility Statement explains our approach to accessible information and reasonable adjustments. We can provide information in alternative formats, including Easy Read, large print, audio or translated versions, where reasonably required.

Our quality and improvement approach uses complaints, tenant feedback, repairs information, compliance checks, safeguarding themes, audits and board reporting to improve services. We aim to learn from concerns, identify trends and make housing management safer, clearer and more accountable.