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Policies and procedures

Salix Homes has a number of policies that outline what we do and why we do it. You can find out more about some of our key policies on the list below.

Allocations and Lettings policy

As with other housing providers in the city, we allocate and let our homes in accordance with Salford City Council's Allocations and Lettings Policy You can find out more about this or apply for a home by visiting Salford Home Search.

ASB, Hate Crime and Domestic Abuse policy

Salix Homes recognise that all our customers have the right to the peaceful enjoyment of their homes and neighbourhoods, and that left unchallenged, anti-social behaviour (ASB) can have a destructive and damaging effect on their lives. We are committed to working with customers and local communities to effectively tackle ASB and to create safe, sustainable communities.

We consider all forms of ASB including Hate Crime and domestic violence and abuse to be unacceptable and will apply the principles contained in this policy to ensure that our resident’s lives are not blighted by ASB.

In tackling ASB, we will ensure that we comply with all appropriate legislation and regulations in place. In particular, we will make use of the tools and powers made available to us through:

·         Housing Act 1985 and 1996

·         Crime and Disorder Act 1998

·         Anti-Social Behaviour Act 2003

·         The Protection from Harassment Act 1997

·         Crime and Security Act 2010

·         Domestic Violence Crime and Victims Act 2004

·         Anti-Social Behaviour, Crime and Policing Act 2014

·         Any other legislation/regulations that confer powers upon Registered Providers to deal with ASB

This policy will ensure that we adopt a victim centred approach to tackling ASB that is fair, transparent and proportionate.

Download a copy of this policy

Complaints statement

Salix Homes welcomes all feedback from our customers and recognises that this feedback represents valuable information that we can use to improve the services we offer. A key part of this feedback is customer complaints, which allow us to learn from experiences where things may have gone wrong and make amendments to our working processes to ensure that they don’t happen again.

If there is any aspect of our service that you are not happy with, you can contact us online or call 0800 218 2000. We will do our best to resolve the issue for there and then. If you are still unhappy with the situation after we have attempted to resolve the matter, you can make a formal complaint.

When Salix Homes receive your complaint, we aim to deal with it there and then if we can. If this is not possible, we undertake the following process:

Investigation
The complaint will be acknowledged within 2 working days. We will investigate the complaint and then discuss with you what needs to be done to resolve the issue. We aim to provide a full written response within ten working days.

Review
If you are not satisfied with the initial outcome, you can request a review of the handling of your complaint, within 10 days of your receipt of the outcome. A senior manager will consider the initial findings of the complaint investigation and may choose to take further action. Again, we will aim to ensure you receive details of the outcome of the review within 10 working days of your request.

Further options
After your complaint has been reviewed, Salix Homes’ formal complaints procedure has been completed. If you remain unhappy or dissatisfied with the response to your complaint, you can appeal to an Independent Tenants Panel recognised by Salix Homes.

If the complaint cannot be resolved by an Independent Tenants Panel, it can be referred to the Housing Ombudsman. Alternatively, you can take the complaint direct to the Ombudsman: Housing Ombudsman Service, 81 Aldwich, London, WC2B 4HN Telephone : 0300 111 3000 (lines are open Monday to Friday from 9:15 to 17:15)

Downsizing policy

The Welfare Reform Act 2012 changed the criteria for under occupancy. Since April 2013, social housing tenants of working age who are deemed to be under occupying their home have had their housing benefit payment reduced by either 14% for under occupation by one bedroom or by 25% for under occupation by two or more bedrooms (otherwise known as the ‘bedroom tax’).

To address these changes, Salix Homes has allocated a budget of £10,000 for the financial year 2014-2015 to support those unable to downsize due to the costs of moving. 

Download a copy of this policy

Environmental Management of Estates policy

This policy refers to the management of the physical environment around our properties on estates that are owned and managed by Salix Homes to ensure our neighbourhoods are an attractive, well maintained, safe and secure places. The scope of this policy does not include any broader neighbourhood regeneration initiatives.

Salix Homes will ensure the estate management services are planned, effectively resourced and comply with its legal requirements as a landlord.

Salix Homes will meet the requirements of the Homes and Communities Agency national standards and the requirement for local standards in operating this policy. The most relevant standard in this case is the Neighbourhood and Community standard.

The aims and objectives of this policy are to:

  • Reduce litter and fly tipping
  • Improve the appearance of our local places
  • Inspire and educate the next generation
  • Encourage recycling and reduce waste
  • Compliance with health and safety and other legislative and statutory obligations

Download a copy of this policy 

Insurance policy details

If you’re a third party solicitor enquiring about our insurance policy details and Portal ID: 

  • For EL our insurer is Zurich Municipal, policy number JHA – 22S956 - 0013 and the portal compensator ID C00108
  • For PL our insurer is Zurich Municipal, policy number JHA – 22S956 - 0013 and the portal compensator ID C00108

Management Move policy

Salix Homes will make every effort to help its customers remain in their home. However, we understand that in some circumstances, the imminent risk is too great. Where no other housing solution is possible, Salix Homes would consider a management move.

You can download a copy of this policy at the bottom of this page.

Starter Tenancy policy

Our Starter Tenancy policy sets out the objectives, principles and requirements of Salix Homes’ starter tenancy scheme for new tenants.

A starter tenancy is an assured shorthold tenancy, granted under the terms of the Housing Act 1988, which lasts for a maximum of one year, or 18 months if it is extended. Starter tenants have fewer rights than secure or assured tenants and the tenancy can be brought to an end more easily if it is not being conducted satisfactorily.

Providing new tenants with a starter tenancy allows a probationary period for them to demonstrate that they can manage their tenancy to a satisfactory standard before they become an assured tenant; and for Salix Homes to identify and assist with meeting any support needs to help them manage their tenancy and so reduce tenancy failure.

Our policy will ensure we:

  • Monitor starter tenancies to assist sustainability
  • Provide support and assistance
  • Tackle anti-social behaviour, rent arrears and tenancy issues
  • Build a positive landlord and tenant relationship; information, involvement and consultation
  • Extend or end a starter tenancy where there is an ongoing breach of tenancy

Download a copy of this policy 

Tenancy Fraud policy

The Prevention of Social Housing Fraud Act was brought fully into force in England on 15 October 2013, and makes subletting the whole of a social rented dwelling a criminal offence. Although there are various different types of tenancy fraud, the Act is primarily concerned with strengthening the powers of social landlords to tackle tenants who sublet the whole of their dwellings for a profit. The policy supports social housing being occupied by those in the greatest housing need.
 

Salix Homes’ tenancy fraud policy supports the fair allocation and occupation of social housing to those in most need, in accordance with government guidelines and Salford Council’s allocations policy. Front line staff members and customers in the neighbourhoods have a key role to play in the prevention and investigation of all aspects of tenancy fraud.

You can download a copy of this policy at the bottom of this page.

 

Customers can report tenancy fraud by emailing tenancy.specialist@salixhomes.org or calling 0800 218 2000.

Website accessbility statement for www.salixhomes.org

Salix Homes recognises the importance of providing a website that is accessible to all user groups, including the disabled.

In order to make our website accessible, we prioritise ease of navigation and clear content using the latest web technologies, (provided that all information is still accessible to users). We have followed web standards and accessibility guidelines when building our website using valid HTML and cascading style sheets (CSS). We seek to achieve WAI Level AA accessibility and to meet as many of the WAI Level AAA guidelines as we can.

We will continue to make improvements and ensure our website conforms to these guidelines. We have implemented the following accessibility features on this website to make it easier to use for a range of visitors:

BrowseAloud Plus
We are using BrowseAloud Plus which is useful for website visitors including those who:

  • Require online reading support
  • Prefer to listen to information instead of reading it
  • Have print disabilities such as mild dyslexia or mild visual impairments
  • Have English as a second language

It has the following features:

  • Enables website content to be spoken out loud
  • Spoken and written translations for the website into 35 languages
  • Written translations with no speech in a further 43 languages
  • Text on website can be magnified for those with visual impairment
  • Text can be saved to an MP3 to listen at a more convenient time
  • Screen mask to help block distractions on the screen
  • Web page simplifier to help de-clutter pages
  • Customizable options - BrowseAloud can be tailored to suit individual preferences  

BrowseAloud Plus can be used on a Smartphone, Tablet, PC or Mac, and is free.To use BrowseAloud Plus click ‘Listen with BrowseAloud’ to launch the BrowseAloud Plus toolbar then pick the feature you require. 

Other available accessibility features we have implemented or made accessible: 

Change text size

You can use your browser settings to change the size of the text when visiting the website. as documented here:

Colour choices

All foreground and background colour combinations have been checked against the Snook colour contrast checker. All colour combinations have passed the  WCAG 2.0 AA-compliant colour contrast test.

Colour and meaning

All information conveyed with colour is also identifiable from content (copy) and other graphic indicators (symbols).

Font sizes

Font sizes have been selected for legibility purposes without requiring the user to enlarge or reduce the text size themselves and have been tested across different density screens.  According to BBC accessibility guidelines the minimum size for core content is 13px, Salix has a minimum size of 17px for body copy.

Cases

All copy is sentence case. Use of capital letters is very limited.

Links 

Links are recognisable, by a change in colour chosen for it’s sufficient contrast.

Clear navigation and page layout to aid the user

The toolbar region at the top of the page provides clear global site navigation. The left-navigation (left-nav) provides global and local navigation.

Consistent header and footer across all pages

The header and footer provide clear links to contacting Salix Homes.

Questions or feedback

If you have any questions or feedback regarding the accessibility of this site, or if you experience any difficulty using it, please email webadmin@salixhomes.org

Working in Partnership policy

Salix Homes has a commitment to partnership working and is involved in a number of partnerships at a local and regional basis.  Effective partnerships help us deliver a high quality, value for money service to our customers.

Our Working in Partnerships policy outlines how we will decide what type of partnership we will become members of and the reasons why. We recognise that partnership working requires a culture of shared ownership and common working arrangements across organisation and professional barriers.

It also outlines the criteria for entering into or establishing a partnership.

Salix Homes will meet the requirements of the Homes and Communities Agency national standards and the requirement for local standards in operating this policy. The most relevant standard in this case is the Local area co-operation standard.

The aims and objectives of this policy are to:

  • Set out how we will establish formal relationships, working at both strategic and operational level, where there are clear opportunities to achieve our corporate objectives. 
  • Support the delivery of our business plan outcomes by helping to ensure our partnerships operate effectively and efficiently. 
  • Help to drive down our operational costs and help us maintain tenancies, reduce ASB and other neighbourhood issues, and create healthy, strong and confident communities.
  • Provide the vision and scope for partnership, in particular by establishing the difference between partnership working,  joint working and contractual working arrangements.

Download a copy of this policy

Anti-Slavery and Human Trafficking Statement

This statement sets out the steps that Salix Homes has taken in the 2017/18,  although taking into account that the Modern Slavery Act only came into force in October 2015.

Download a copy of this policy  Download a copy of this policy

Customer Feedback & Complaints Policy

Salix Homes welcomes all feedback from our customers and recognises that this feedback represents valuable information that we can use to improve the services we offer. A key part of this feedback is customer complaints, which allow us to learn from experiences where things may have gone wrong and make amendments to our working processes to ensure that they don’t happen again.Salix Homes welcomes all feedback from our customers and recognises that this feedback represents valuable information that we can use to improve the services we offer. A key part of this feedback is customer complaints, which allow us to learn from experiences where things may have gone wrong and make amendments to our working processes to ensure that they don’t happen again.

Download a copy of this policy

Management Move Policy 

Salix Homes will make every effort to help its customers remain in their home. However, we understand that in some circumstances, the imminent risk is too great. Where no other housing solution is possible, Salix Homes would consider a management move.

Download a copy of this policy

Succession and Assignment Policy

Succession is the process by which a tenancy can be legally transferred to another person on the death of the original tenant. Assignment is one of the ways a tenancy can be legally transferred from one person to another during their lifetime.

This policy, in conjunction with Salix Homes’ Succession and Assignment procedure, identifies Salix Homes’ approach in relation to all applications for succession and assignment in line with the Housing Act 1985 and the Housing Act 1988. It also follows statutory changes to qualifying succession criteria set down in the Localism Act 2011.

Download a copy of this policy  

 

Individual Rights Procedure

Download a copy of this policy

 

 

Privacy Statement 

View our latest privacy statement 

 

 

 

Data Protection Policy 
 

The General Data Protection Regulation (GDPR) 2018 replaces the EU Data Protection Directive and supersedes the laws of EU Member States that were developed in compliance with the Data Protection Directive 95/46/EC. Its purpose is to protect the “rights and freedoms” of natural persons (i.e. living individuals) and to ensure that personal data is not processed without their knowledge, and, wherever possible, that it is processed with their consent. 

Download the Data Protection Policy

 

Domestic Gas Poilicy

This policy is to ensure that  Salix Homes Property Services Section of the  Operations Directorate  have taken  all reasonable steps to comply with The Gas Safety (Installation and Use) Regulations 1998: Regulation 36 ‘Landlord’s Duties, and carry out servicing and  repairs to all gas appliances within the time frames laid out.

Download the Domestic Gas Policy

Documents

  • Download

    Environmental Management of Estates policy

    PDF document, 496KB

  • Download

    Starter Tenancy policy

    PDF document, 308KB

  • Download

    Working in Partnership policy

    PDF document, 438KB

  • Download

    Individual Rights Procedure

    PDF document, 432KB

  • Download

    Data Subject Access Request form

    Word document, 121KB

  • Download

    Customer Feedback & Complaints Policy

    Word document, 142KB

  • Download

    Downsizing Policy

    Word document, 129KB

  • Download

    Management Move Policy

    Word document, 124KB

  • Download

    Succession and Assignment Policy

    Word document, 460KB

  • Download

    Tenancy Fraud Policy

    PDF document, 438KB

  • Download

    Anti-Social Behaviour, Hate Crime and Domestic Abuse Policy

    PDF document, 484KB

  • Download

    Data Protection Policy

    Word document, 155KB

  • Download

    Anti-Slavery and Human Trafficking Statement

    File document, 119KB

  • Download

    Lettings Policy

    Word document, 177KB

  • Download

    Domestic Gas Policy

    Word document, 173KB