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Policies

We've published our policies so you can see how we operate our business.

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Sales Exclusion Policy

The Sales Exclusion Policy is in place to make sure homes are sold fairly and responsibly. This means we may not be able to sell a home to someone if they have had serious money difficulties in the past, or if there have been concerns about behaviour towards others, issues of tenancy rules or the law.

Service Charge Policy

The service charge policy covers service charge setting and review arrangements for the association’s properties and is relevant to all tenancies (including leases) where a service charge is levied.

Identifying Diverse Needs of Customers Policy

This policy outlines our commitment to delivering equitable and inclusive services and how we identify and support vulnerable individuals.

Rent Policy

This rent policy covers rent setting and rent review arrangements for all Bernicia properties and is relevant to all tenancies (including leases) where a rental interest is charged.

Ashkirk Referral Initial Assessment and Allocation Policy

This policy sets out Bernicia’s approach for handling referrals, assessing applications, and allocating accommodation at Ashkirk

Customer Profiling Policy

This policy is Bernicia’s approach to the collection and use of customer profile information

Equality, Diversity and Inclusion Policy 2023

This policy is to identify and eliminate discriminatory practices in the provision of goods and services at Bernicia and to ensure Bernicia meets its legislative and regulatory obligation with regard to equality and diversity.

Complaints Policy

This policy sets out how we will manage complaints and other customer feedback, including how we will learn from and use the information to improve services for our customers.

Home safety

Dampness and Condensation Management Policy

This policy describes how Bernicia will meet the required statutory, contractual and regulatory requirements of the Landlord and Tenant Act 1985 and the provision of a home that is fit for Human Habitation where serious dampness poses a problem for tenants and the building itself.

Home safety

Water Safety Policy

This policy is to describe how Bernicia will meet the required statutory, contractual and regulatory requirements in relation to water safety.

Home safety

Lift Policy

This policy is to describe how Bernicia will meet the required statutory, contractual and regulatory requirements in relation to lift safety.

Home safety

Gas Safety Policy

This policy is to demonstrate how Bernicia will meet the required statutory, contractual and regulatory requirements in relation to gas and heat producing appliances

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Policies

Sales Exclusion Policy

Service Charge Policy

Identifying Diverse Needs of Customers Policy

Rent Policy

Ashkirk Referral Initial Assessment and Allocation Policy

Customer Profiling Policy

Equality, Diversity and Inclusion Policy 2023

Complaints Policy

Dampness and Condensation Management Policy

Water Safety Policy

Lift Policy

Gas Safety Policy