Clarion Housing policies
Find all the policies you might need during your time as a Clarion resident.
We aim to provide the best possible service but sometimes we can make mistakes or circumstances beyond our control affect our service. You can help us put things right by letting us know where our service falls down and how we can improve it.
Download: Complaints Policy (pdf)
Read about our complaint handling code self-assessment
This sets out our range of tenancies. It applies to all our rented accommodation, including social and affordable rent, Rent4Less, intermediate rent, retirement, supported, key worker and temporary housing. It doesn’t apply to market rent, shared ownership and properties for outright sale.
Download: Tenancy Policy (pdf)
This 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.
Download: Allocations Policy (pdf)
Starter Tenancy Policy
This explains our approach to reviewing probationary periods or starter tenancies and sets out the circumstances in which we may extend or terminate a tenancy.
Download: Starter Tenancy Policy (pdf)
End of Fixed-Term Tenancy Policy
This sets out the circumstances in which we offer another tenancy at the end of a fixed-term tenancy in social and affordable rent housing, and our commitments for providing housing options advice and assistance.
Download: End of Fixed-Term Tenancy Policy (pdf)
Tenancy Management Policy
This provides a framework for managing the enforcement of tenancy terms and conditions and sets out how we work with vulnerable tenants having difficulty maintaining their tenancy conditions.
Download: Tenancy Management Policy (pdf)
Tenancy Fraud Policy
This sets out how we work to prevent and tackle tenancy fraud, and how we ensure our homes are available to those who need them.
Download: Tenancy Fraud Policy (pdf)
Temporary Absence and Abandonment Policy
This details how we manage a property that has been abandoned or from which the tenant is temporarily absent. It applies to all our rented housing, with the exception of market rented and shared ownership properties.
Download: Temporary Absence and Abandonment Policy (pdf)
This sets out what happens when a tenant dies and an eligible partner, qualifying family member or joint tenant wants to take over the tenancy.
Download: Succession Policy (pdf)
Mutual Exchange Policy
This sets out circumstances in which tenants can swap homes. It applies to tenants with secure, assured, or assured shorthold tenancies in self-contained, social or affordable homes.
Download: Mutual Exchange Policy (pdf)
Vulnerable Residents Policy
This sets out our approach to helping vulnerable residents access the services they need.
Download: Vulnerable Residents Policy (pdf)
Antisocial Behaviour Policy
This explains our role in helping to tackle antisocial behaviour, harassment and hate crime.
Download: Antisocial Behaviour Policy (pdf)
Neighbourhood Management Policy
This details our approach to managing neighbourhoods, how we involve local residents in neighbourhood planning and improvements, and how we use partnership with other agencies to ensure neighbourhoods are safe, attractive and well maintained.
Download: Neighbourhood Management Policy (pdf)
Safeguarding Reporting Policy
Our Safeguarding 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, service users and staff.
Download: Safeguarding Reporting Policy (pdf)
Leaks, Condensation, Damp and Mould Policy
In line with the Housing Ombudsman’s October 2021 report and recommendations, this policy sets out Clarion Housing Association’s approach to working with residents to prevent, diagnose, treat and remedy leaks, condensation, damp and mould within the home.