Neighbourhood Management Policy

This policy has been reviewed by our customers

Version 1.0 November 2025

1. Scope
2. Purpose and objectives
3. Policy statement
4. Definitions
5. Policy
6. Contact and complaints
7. Data Protection and Information Sharing
8. Compliance
9. Sustainability
10. Responsibilities
11. Equality, diversity and inclusion
12. Related documents
13. Legislation and regulation
14. Review

1 - Scope

This policy applies to all customers, regardless of tenure, who live in properties owned or managed by Sovereign Network Group (SNG). It applies to anyone that we have a direct contractual relationship with including tenants and leaseholders, contractors and managing agents.

This policy provides an overarching framework for all neighbourhood management activities; however, the generic provisions may be applied differently in different tenures. For clarity on any specific points, customers should refer to their tenancy, licence or lease agreement and any stated restrictions or conditions which may apply where they reside.

Where we are not directly or legally responsible, we will collaborate with customers, other landlords and other organisations to ensure the safety and appearance of shared spaces.

2 - Purpose and objectives

This policy sets out our overarching aims and principles for managing our neighbourhoods to promote safety, cohesion, sustainability and resident wellbeing, whilst adhering to legislative and regulatory requirements. The document works alongside other SNG policies and guidance relating to specific activities which impact on neighbourhood and tenancy management.

The objectives of this policy are to:

• outline how we will maintain clean, safe and attractive neighbourhoods
• prioritise safety and proactively deal with anti-social behaviour (ASB) and also nuisance behaviour where this does not meet the threshold for ASB intervention
• improve services and standards and increase customer satisfaction
• promote customer and stakeholder engagement and empowerment to develop inclusive and resilient communities
• strengthen partnerships with local agencies and stakeholders
• comply with all relevant legislation, regulatory requirements and good practice.
• Where accommodation is shared or temporary, our primary objective is to support safe, respectful and well-managed living environments which recognise the temporary and communal nature of the accommodation.

3 - Policy statement

We recognise that neighbourhood management is an integral part of our landlord role and that our effective management and quality services promote safety and wellbeing, and deter ASB, neighbour nuisance and crime. This policy sets out our expectations and approach to maintaining, managing and improving our neighbourhoods, working in partnership with customers and stakeholders, to create and sustain safe, clean and thriving communities.

We will comply with the Regulator of Social Housing’s Neighbourhood and Community Standard. In relation to neighbourhood management, this standard requires social landlords to ensure the safety of shared spaces, co-operate with relevant partners to promote social, environmental and economic wellbeing, identify and communicate to customers the roles we play in our neighbourhoods and how those roles will be delivered.

Successful implementation and management of this Policy will deliver the following outcomes for customers and SNG:

• increased levels of satisfaction from customers, analysed by protected characteristics, and measured through the following Tenant Satisfaction Measures (TSMs):
  • satisfaction that landlord keeps communal areas clean and well maintained
  • satisfaction that landlord makes a positive contribution to neighbourhoods
• a reduction in the number of complaints linked to our neighbourhoods
• increase customer engagement through a range of in person and digital activities.

Management of our keyworker and other non-social housing will adhere to the appropriate standards for the accommodation and outcomes will be measured in line with these frameworks.

4 - Definitions

Tenancy - Tenancy Agreement, Lease, Licence and any other form of occupancy agreement for the purposes of this document.

Localities - Responsible for the proactive management of customers, assets and place within the Locality.

Neighbourhood - An area with defined geographical boundaries where the community has a sense of belonging. In terms of this Policy these are the homes that SNG own or are responsible for managing directly or through a managing agent.

Managing agent / Management company - May be responsible for looking after the entire estate, or just for the management of an individual block. The management company will normally appoint a private company, known as a managing agent, to provide the services and oversee the day to day running of the estate. In some cases,
however, the management company will provide the services directly without appointing an agent. 

Stakeholders / Partners - This includes customers and service users, suppliers and contractors, local authorities, elected members, the wider community and voluntary sector.

Communal areas - The internal and external parts of the neighbourhood or building that are shared by customers, such as entrances, hallways, stairwells, lifts, pathways, bin stores, drying areas, parking areas, gardens and play areas.

Shared spaces - Relates to areas of land adjacent to SNG’s land, but for which we have no ownership or management responsibilities. We will use our influence and work with partners to help shape attractive
neighbourhoods in which customers feel safe and are proud to call home. 

Keyworker Housing - Accommodation provided specifically for health, education and other essential workers, typically on a short-term licence, often with shared facilities and a higher turnover of occupants.

5 - Policy

This policy sets out:

• Our expectations and approach – expectations of our customers in looking after their home and neighbourhood, how they conduct themselves, and their expectations of us.
• Managing our neighbourhoods – the services that SNG or our contractors and other agencies provide.
• Maintaining good neighbourhood relationships – how we will collaborate with customers and other stakeholders to address neighbourhood disputes or nuisance.

5.1. Our expectations and approach

The rights and responsibilities of our customers and of SNG are detailed in the tenancy, licence or lease agreement. Setting clear expectations helps foster mutual respect, shared responsibility and a strong sense of community.

5.1.1. Our expectations of our customers

We expect customers to:

• Adhere to the terms of their tenancy, licence or lease, including:
  • being responsible for the behaviour of everyone in their home, including children, pets and visitors
  • looking after the home, garden and communal areas, and maintaining trees within the boundary of the home, ensuring they are in safe condition
  • arranging home contents insurance for personal belongings.
• Respect the community and environment by:
  • reporting repairs, graffiti or fly tipping on our land or in communal areas
  • keeping bin areas clean and tidy, and disposing of bulky items in a responsible way
  • parking considerately and ensuring that vehicles are not a nuisance or danger to others. Vehicles should be taxed and roadworthy, have a valid MOT and insurance
  • maintaining cleanliness and not feeding wildlife to deter pests, using appropriate pest control methods, or employing pest control contractors to remove any pests in the home or garden.
• Support safe neighbourhoods by:
  • not interfering with security and safety equipment or signage in communal areas
  • keeping fire doors closed and door closures operational
  • adhering to fire safety advice and keeping communal areas clear at all times
  • obtaining permission to store mobility scooters.
• Be considerate towards neighbours by:
  • avoiding excessive noise, especially at night
  • supervising children to ensure that they do not cause a nuisance to others
  • keeping animals under control and clearing up after them.
• Actively and positively participating and communicating by:
  • engaging in neighbourhood initiatives, surveys or consultations, when possible
  • communicating appropriately, keeping appointments and allowing us to visit
• Work constructively with us to resolve problems, being open to compromise.

5.1.2. Customers’ expectations of us

We will:

• Manage and maintain clean and safe neighbourhoods by:
  • providing estate services which ensure the regular upkeep of communal areas
  • working with customers and contractors to maintain communal areas and ensure compliance with fire, health and safety standards
  • providing clear communication on repairs, maintenance and service responsibilities.
• Effectively manage Anti-Social Behaviour (ASB) by:
  • using preventative and early intervention measures to reduce and respond to ASB incidents in line with our ASB and Hate Crime Policy
  • taking proportionate action on disputes, nuisance and ASB
  • supporting victims and effectively communicating updates and actions
  • collaborating with the Police and local agencies
  • ensuring our CCTV systems are maintained and compliant with legislation.
• Have a visible and responsive presence, by:
  • having a named Locality Officer responsible for the neighbourhood who will carry out regular visits
  • responding to reported issues.
• Support vulnerable customers, by:
  • recognising individual needs, making reasonable adjustments to our service delivery in line with our Vulnerability and Reasonable Adjustments Policy
  • signposting to support services and safeguarding protocols in accordance with legislation and SNG’s Safeguarding Policies (Child safeguarding policy and Safeguarding policy)
• Offer opportunities for engagement and influence, by:
  • obtaining customer feedback though surveys, consultation and scrutiny
  • engaging with customers through forums and digital platforms, ensuring that feedback mechanisms are accessible and representative
  • developing and maintaining positive and productive partnerships with stakeholders and local agencies to share information and agree actions.
• Be clear and accountable, by:
  • setting clear service standards, expectations and shared responsibilities (please see Customer Promises on our website)
  • sharing performance data and satisfaction metrics
  • being honest and apologising when our service falls short (please see Complaints Policy).
• Encourage a neighbourly culture and community building, by:
  • developing initiatives that promote inclusion, diversity and mutual respect
  • arranging and supporting events that bring neighbourhoods together
  • providing practical support to customers and community groups. (Our website has information on our programmes.).

5.2. Managing our neighbourhoods

Health and safety are core principles that underpin every aspect of our neighbourhood management approach. We proactively identify and mitigate risks, ensure compliance with statutory and regulatory standards, and collaborate with customers and other stakeholders to ensure concerns are reported and rectified.

The specific activities associated with neighbourhood management are referenced below with reference to other policies and guidance, should further detail be required.

5.2.1. Abandoned properties / Sub-letting / Tenancy fraud

We encourage customers to report concerns about possible abandoned homes, where there are suspicions about sub-letting, being used as holiday lets or illegal occupiers, or where they suspect tenancy fraud may be occurring. Concerns can be reported to us anonymously and we will investigate in line with our Tenancy Fraud Policy.

5.2.2. CCTV

Where we have installed CCTV, these will comply with appropriate data protection legislation and good practice (please see CCTV Guidance on our website). Recordings will be used to:

• deter and detect criminal acts and ASB in our neighbourhoods
• ensure safe environments for customers, staff and contractors
• protect our property
• investigate alleged breaches of tenancy or lease.

Anyone found to be responsible for criminal acts may then be subject to legal action.

5.2.3. Communal cleaning and external window cleaning

We will advise customers if communal cleaning or external window cleaning services are provided, and who is responsible for this. We will consult customers on any changes to the cleaning contract where costs are recovered through service charges.

Where cleaning is provided by our contractor or a managing agent, we will conduct regular site visits in line with our agreed schedule to ensure the specification standards are being maintained. Where this is not the case, we will address any concerns directly with the provider.

In blocks where the cleaning is the responsibility of the customers who live there, our role is to ensure that standards of cleanliness and safe practices are being observed. Where this is not the case, we will address concerns with the customers.

5.2.4. Communal repairs and maintenance

Our tenancy and lease agreements outline the repair and maintenance responsibilities of both customers and SNG. Where SNG are responsible, even if the repairs are carried out by a managing agent, customers should report any repairs via our Customer Contact Centre.

Frontline teams will also report any repairs identified at site visits. Repairs will be carried out in accordance with agreed timescales and standards (please see our Repairs Promise on our website).

Planned maintenance, cyclical works and estate improvements will be undertaken in accordance with our Forward Maintenance Plan and may involve consultation with customers in advance of works commencing. Where costs are service chargeable, customers will be consulted or advised, in line with appropriate legislation.

5.2.5. Crime prevention and security

We will work closely with customers and other agencies such as the Police and Local Authorities to create safe and secure environments, adjusting our service delivery where risks are identified. We will use our knowledge to influence the design of our new developments, working with our Development Team to design out features which may create a health and safety risk to customers.

Security measures may be used in internal and external communal areas to improve security and safety, deter ASB, crime and rough sleeping. Adequate lighting will be provided with emergency lighting to indicate safe escape routes. We will use CCTV where appropriate to provide reassurance, and detect, deter and reduce crime. Security Patrols may be employed in some sites, and these costs may be recovered through service charges.

5.2.6. Fire safety in communal areas

We will conduct fire safety risk assessments in communal areas of every block of flats. We have a zero-tolerance approach to any items left in communal areas to ensure that these areas are kept clear of personal possessions or rubbish which could be a hazard. Please see our Zero Tolerance Guidance, Communal Areas Storage Arrangements Policy, Fire Safety Strategy.

We may display a TORT notice in our communal areas advising customers and visitors that any items left in these areas will be removed immediately. In areas where we do not have permanent TORT notices displayed, we will put a notice on items that are deemed to be a fire or health and safety risk and remove them accordingly. Where we establish who the owner of the item is, we may recharge them for the cost of removal, storage and disposal.

The same principles apply to balconies, as these are a potential source of fire spread on the external wall of buildings. Where potential fire risks are identified, customers will be asked to remove any flammable items or refrain from using the balcony in a way that creates a risk.

5.2.7. Grounds maintenance (communal areas)

We will inform customers if a grounds maintenance service is available and clarify who is responsible for it. We will ensure our in-house teams, contractors and managing agents meet the required standards in line with horticultural, environmental sustainability and biodiversity good practice. If they fall short, we will address the issues with them.

In areas where customers are responsible for grounds maintenance, we will check that the maintenance meets acceptable standards and that safe practices are being observed. Where this is not the case, we will address concerns with the customers.

Where we own play equipment, we will ensure that it is safe to use, fit for purpose and routinely inspected in line with statutory requirements and legislation by suitably qualified persons.

We will manage trees on communal land that are in our ownership according to best practices and legislation and in line with our agreed approach to tree management.

We will provide a gritting service or stock grit at certain sites which pose a higher risk in icy conditions.

5.2.8. Home and garden condition (customers' gardens)

Untidy and overgrown gardens can make the neighbourhood look untidy, can be a nuisance to neighbours, create health and safety risks and may also be an indicator of poor property condition. The tenancy, licence or lease agreement detail the responsibilities for keeping the home and garden tidy, clean and in a reasonable condition. 

Customers must not keep dangerous items or excess belongings which pose a risk to health and safety. Excess belongings, referred to as hoarding or problematic clutter (please see Hoarding Policy / Guidance) pose a risk to the customer in the property and those living nearby by due to the increased risk of fire, pests and vermin.

When we are made aware of poor home or garden condition, we will engage with the customer and work with partner agencies to clear rubbish and tidy their gardens. Where the poor condition is due to a customer health concern or vulnerability, we will signpost to support options (please see our Vulnerability and Reasonable Adjustments Policy). Enforcement action will be a last resort.

5.2.9. Lifts, stairlifts and adaptations

We will ensure that lifts are maintained and regularly inspected to ensure safe and efficient travel. This includes lifts in communal areas as well as stairlifts, through-floor lifts and other equipment installed in homes by SNG through Aids and Adaptations or Disabled Facilities Grants. Please see our Aids and Adaptations Guidance / Policy and our Vulnerability and Reasonable Adjustments Policy.

5.2.10. Managing agents

Where there are managing agents responsible for communal areas, we will advise customers of the services that they provide and work with them to ensure that agreed standards are met in line with the management agreement. The managing agent will charge us for providing services and we will recharge customers through their service charges.

5.2.11. Neighbourhood improvements

We will carry out planned works to communal areas to enhance the local environment.

These will be prioritised based on:

• available budget
• customer need / feedback
• Impact on neighbourhood and management issues such as fly-tipping or parking.

5.2.12. Neighbourhood Standard Assessment (NSA)

We will carry out visual assessments of our sites and estates, other than individual home ownership properties where there are no communal areas. Officers will report any concerns that make the site unsafe or untidy. The assessment typically involves:

• checking communal areas within blocks of flats to check that these are clean and tidy, that there are no personal items or rubbish in these areas that could be a fire hazard and that entrance and fire doors are operational. Please see our Zero Tolerance Guidance and Communal Areas Storage Arrangements Policy.
• checking bin stores and the communal areas for any fly tipping, rubbish and repairs.
• checking the communal grounds, including grassed areas, pathways, parking areas, garage blocks and drying areas, are in a clean and tidy condition.

The regularity of the NSA is determined by the rating which is based on the appearance and number of neighbourhood management issues. It is expected that all sites will have at least one NSA per year. We may invite customers, ward councillors, or other stakeholders to join us in NSAs.

5.2.13. Parking and garages

We will encourage responsible parking on our sites and recognise that, due to planning restrictions or original design, many of our estates have limited parking provision.

Customers should check their tenancy, licence or lease agreement for any specific terms or requirements relating to parking where they live.

Where we have a parking management contract in place, signage will be displayed, and these areas will be regularly patrolled. We will ensure that customers who live in these sites can register to park, and we will work with our parking management provider to ensure parking is for authorised customers and visitors only. This arrangement is directly between customers and the parking management company and SNG may not get involved in disputes.

Customers are responsible for parking considerately and ensuring that vehicles are not a nuisance or danger to others. Vehicles should be appropriately taxed, have a valid MOT and insurance. Enforcement action may be taken where vehicle repairs, inconsiderate parking, vehicle condition, size, type or number breach the tenancy, licence or lease agreement. This could include a parking penalty or fine, injunction or possession proceedings, or the removal and disposal of the vehicle. The latter will be arranged via our Parking Management Contract where this is in place, through the relevant Local Authority or directly appointed contractors, in line with our Abandoned Vehicles Process. All associated costs may be recharged to the vehicle owner or tenant/leaseholder.

In sites where there is communal electric vehicle charging (EVC), customers will be advised how to register with the appropriate EVC company. Customers who wish to install their own EVC are required to seek permission from us first. Please see our Electric Vehicle (EV) Charging Policy.

Garages in blocks must be used in accordance with the licence agreement and in line with our Garage Policy.

5.2.14. Person Centred Fire Risk Assessments (PCFRAs)

For any customers unable to evacuate their home in the event of a fire should notify us so that we can make arrangements to carry out a ‘Person Centred Fire Risk Assessment’ (PCFRA). This could be due to either a permanent or temporary cognitive or physical disability, or any other condition or reason. This notifies the Fire Authority of the additional risk should there be a fire in the building. Please see our Fire Safety Strategy, PCRA Procedure and Vulnerability Procedure for Those Living in Buildings That are Within Scope of the Fire Safety England Regulations (2022).

5.2.15. Pest control

Our tenancy and lease agreements outline the responsibilities of customers and of SNG in relation to pests such as vermin, animal, or insect infestations. Customers are responsible for the treatment and removal of any pests in their homes and gardens, and in such cases, they will be advised to contact the Local Authority or a pest control company.

There are exceptions where SNG are responsible for treating pest infestations, for example where the infestation is due to a defect in the property, or affecting connected properties or communal areas, or where it is causing a statutory nuisance. Further guidance is found in our Pest Control Policy.

5.2.16. Rubbish, fly-tipping and bulky waste

Customers are responsible for keeping bin areas clean and tidy, removing, and disposing of bulky items in a responsible way. Domestic waste bins should only be put out on the day of collection.

Where we identify problems with rubbish disposal, fly-tipping or bulk waste in our neighbourhoods, we will take proportionate steps to investigate and where necessary pursue perpetrators by recharging costs or using enforcement action outlined in the tenancy or lease agreement. Where it is not possible to identify perpetrators, we will recharge the costs associated with the rubbish removal via the service charge.

5.2.17. Running a business from the home

Customers should seek permission to run a business from their home. Requests will be considered in line with the tenancy agreement, lease, and any restrictive covenants. For more information, please see our Running a Business from Home Guidance.

5.2.18. Service charges

Costs of communal estate services will be recovered through service charges in line with the tenancy agreement or lease. Please see our Service Charge Policy.

5.2.19. Vandalism, graffiti, and removal of hazardous materials

Vandalism and graffiti impact negatively on the appearance of our neighbourhoods and will be addressed promptly. Offensive graffiti will be removed within one working day. We encourage customers to report any criminal behaviour, damage, or vandalism to the Police and SNG.

We will work with customers, the Police, other organisations and our insurers to investigate and appropriately address incidents, accidents and criminal damage in or around the vicinity of our neighbourhoods.

Where we receive reports or identify needles, syringes, or other hazardous materials in communal areas we will arrange removal by a specialist contractor as a matter of urgency.

We encourage customers to report any concerns to us as soon as possible and to avoid removing the item themselves.

5.3. Maintaining good neighbourhood relationships

We believe that everyone should live in a home and place where they feel safe, part of their community where they can thrive. Central to this is supporting customers to develop good relationships with their neighbours so customers live together amicably. Often customers will develop great relationships in their communities, but on occasions this might not be the case. We do encourage customers to be understanding, tolerant and considerate to one another.

Actions we will take to promote good neighbour relationships are:

• complete pre-tenancy assessments (PTA) before tenancies are offered to establish the level of tenancy sustainment risk and ensure support needs are identified ahead of sign up
• consider allocations for impact on existing neighbourhoods
• ensure that the tenancy agreement / licence / lease is understood at the time it is signed
• completing welcome visits to customers identified as high-risk for tenancy sustainability
• encouraging neighbours to adopt a Good Neighbour Agreement
• providing floor coverings in new homes and not removing carpets left by the previous occupier unless they are in a poor condition (please see our Empty Homes Standard)
• work with customers around options that may help reduce noise transference
• encourage neighbours to talk to each other directly, if it is safe and appropriate to do so, where frustrations exist
• refer to independent mediation where we consider that this will assist.

5.3.1. Anti-Social Behaviour (ASB)

Our Anti-Social Behaviour and Hate Crime Policy offers guidance on what is ASB and how we will prevent, respond, and tackle it. It outlines what we expect of our customers and how we will aim to support victims and those who are vulnerable.

We will triage and risk assess all reports of ASB, considering the severity of the behaviour, its frequency, duration, times, intention, and impact. When incidents are not ASB they can still cause upset and frustration between neighbours but are unlikely to be an actionable tenancy breach. Our approach to these incidents is detailed below.

5.3.2. Nuisance behaviour

Nuisance is the term used for behaviour that may not meet the threshold of being ASB, although we may respond to the issue using our enforcement options in line with the tenancy agreement or lease if this is appropriate to do so.

Nuisance behaviour includes but is not limited to:

• normal household noise (such as noise from household appliances, doors closing, toilets flushing, talking)
• one-off celebrations and BBQs
• occasional noise made by a member of the household who has protected characteristics (such as a mental health condition or physical disability)
• minor behaviour irritations (such as ‘dirty looks’, ‘staring’, or ‘non-abusive comments’)
• children playing or crying
• smells from cooking, smoking, etc
• DIY in sociable hours
• pet / dog nuisance (fouling, roaming and barking) – please see our Pet Policy
• untidy homes and gardens, including minor amounts of rubbish to be disposed of
• parking disputes
• minor car repairs
• social media disagreements
• complaints about CCTV
• lifestyle differences and cultural practices.

We will be clear why we do not consider the matter to be ASB and aim to foster understanding and compromise between neighbours, with the overall aim of improving relationships. We will encourage neighbours to resolve their differences amongst themselves, where it is appropriate to do so. In some situations, we may offer mediation, signposting, support and advice.

Customers can download and record noise incidents on our Noise App. Recordings can sent to their local Officer who can determine if the noise meets the threshold of being ASB or not.

We recognise that situations can change in terms of severity and that sometimes a more minor issue can evolve into ASB or de-escalate from being ASB to nuisance behaviour. We will reassess our decision as to whether the matter is or is not ASB if new information is received.

5.3.3. Cannabis / drug nuisance

The possession, manufacture and supply of illegal drugs is a crime and as such may also be a breach of tenancy. Customers should report any concerns directly to the Police in the first instance and obtain a crime reference number. Where drugs are found in the home and Police action is being taken, further action may be taken for breach of tenancy. Our Cannabis Guidance has more information on this subject.

Where there is no proceedable evidence of drugs or cannabis being present we may not be able to take any action to tackle the issue conclusively until such evidence is established.

6 - Contact and complaints

Customers can contact us by completing our on-line contact form on our website, or by phone or email. Details are on our website at sng.org.uk.

Any customer who is dissatisfied with how we have managed their case is able to submit a complaint using our Complaints process. Once our Complaints process has been exhausted, and if they remain dissatisfied, then they can contact the Housing Ombudsman Service, who can consider if we have acted appropriately.

7 - Data protection and information sharing

Where appropriate, SNG will share information with relevant partners so that it can carry out its functions and duties. We will work within the provisions of the Data Protection Act which provides a background for the sharing of information and the need for confidentiality and privacy.

SNG understands the importance of ensuring that personal data is always treated fairly, lawfully and appropriately and that the rights of individuals are upheld. However, we are clear that where an individual’s safety is at risk, we are required to report our concerns to the responsible authorities and share information with them.

8 - Compliance

Responsible teams are expected to complete appropriate mandatory and non-mandatory training to be confident about the actions that sit within their remit.

Cases will be logged, managed and reported through our housing (case management) system and will be kept in line with GDPR and data protection policies and data retention schedules.

Responsible managers will regularly monitor cases against our performance targets, provide appropriate advice and support to the responsible officer dealing with a case, ensure that they receive appropriate training; and ensure that all cases are appropriately recorded.

9 - Sustainability

At Sovereign Network Group, we recognise the critical importance of sustainability in our operations and services. We are committed to embracing sustainable practices that contribute to environmental protection, social equity, and economic viability. Examples of sustainability specific to this policy may include community engagement, customer empowerment and risk mitigation.

10 - Responsibilities

Customer and Neighbourhoods Director - Accountable for the delivery of this policy.

Regional Director of Localities - Responsible for the effective implementation and ongoing delivery of this policy.

Locality Managers - Responsible for the monitoring cases to ensure that the correct advice, support and actions are being taken by Officers and that they are appropriately trained.

Officers - Responsible for case management and for providing information and support to customers.

Contact Team - Responsible for recording reports of neighbourhood management concerns.

All Staff - Responsible for identifying and reporting issues within our neighbourhoods.

Customers - Responsible for looking after their homes and neighbourhoods and reporting any concerns to SNG.

11 - Equality, diversity and inclusion

We will apply this policy consistently and fairly and will not discriminate against anyone based on any protected characteristics, including those set out in the Equality Act 2010.

At SNG, our commitment is to make sure that no individual or group experiences unfair, discriminatory, or prejudicial treatment in recruitment, pay or promotions, housing, or any other service we provide, such as lettings, tenancy advice, repairs or rent collection.

SNG strives to be an open, inclusive, and diverse organisation where everyone has a right to be treated with dignity, fairness, and respect. As an organisation we value the diversity and talents of all individuals and the richness that brings to our culture.

We understand the varying needs of our customers and communities and promote equality of opportunity in employment and service provision.

We deliver appropriate, accessible, and flexible services, being tolerant, understanding and not judging others or their lifestyle choices. We stand up to and challenge prejudice, discrimination, and harassment in all its forms.

12 - Related documents

• Anti-Social Behaviour and Hate Crime Policy
• Vulnerability and Reasonable Adjustments Policy
• Safeguarding Adults
• Safeguarding Children and Young People
• Customer Promises
• Tenancy Fraud Policy
• Zero Tolerance Guidance
• Communal Areas Storage Arrangements Policy
• Fire Safety Strategy
• Aids and Adaptations Guidance and Policy
• Electric Vehicle (EV) Charging Policy
• PCRA Procedure
• Vulnerability Procedure For Those Living In Buildings That are Within Scope of the Fire Safety England Regulations (2022)
• Pest Control Policy
• Running a Business From Home Guidance
• Empty Homes Standard
• Cannabis Guidance

13 - Legislation and regulation

SNG is committed to ensuring compliance with all applicable legislation. To achieve this, we will take reasonable measures, including regularly reviewing our policies and procedures and updating them as necessary to reflect any changes in the legal landscape.

The legislation listed in this policy is not intended to cover all legislation applicable to this policy. To comply with clause 1.1 of the Regulator of Social Housing’s Governance and Financial Viability Standard, which requires adherence to all relevant law, SNG will take reasonable measures to ensure compliance with all applicable legislation by reviewing policies and procedures and amending them as appropriate. Any queries relating to the applicable legislation should be directed to the policy owner.

• The Housing Act 1985
• The Housing Act 1988
• The Anti-Social Behaviour Act 2003
• The Anti-Social Behaviour, Crime and Policing Act 2014
• The Clean Neighbourhoods and Environment Act 2005
• The Localism Act 2011
• Law of Torts (Interference with Goods) Act 1977
• The Removal, Storage and Disposal of Vehicles Regulations 2008
• Environmental Protection Act 1990
• Refuse Disposal (Amenity) Act 978
• The Regulatory Reform (Fire Safety) Order 2005
• Public Health Act 1936
• Town and Country Planning Act 1990
• The Town and Country Planning (Trees) Regulations 1999
• The Care Act 2014
• The Fire Safety (Residential Evacuation Plans) (England) Regulations 2025

14 - Review

This document will be reviewed every 2 years, or sooner if significant changes occur in the relevant legal or operational landscape.

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