Policies set out how we do things at Ongo Homes. They make sure we are always fair and consistent.
All tenants and staff get the chance to comment on policies before they are agreed because your views really matter to us.
The policies here are all customer related and, after taking on board your comments, they have been approved. We also have other policies on how the organisation is run, which we can provide you if you ask us to.
We will post any new policies on our website in the Get Involved section when we would like to hear from you. Get in touch, we’d love to hear your thoughts.
Copies of all our policies are available in larger print, Braille, audio or other languages. Just ask us and we will be happy to help.
Managing our homes
- There are a few different types of tenancies that we can grant, depending on the purpose of the home, the needs of the tenant and the suitability of the community. These are outlined in our Tenure Policy.
- We have two different levels of rent: social and affordable - you'll be told before you take on a tenancy, which rent you'll be charged. If you want to know more you can read our Rent and Service Charge Setting Policy tells you more about how we set rents for our properties and garages.
- We want to provide an effective, efficient and friendly lettings service and provide customers with homes they want to live in. Our Lettings Policy tells you more about how we will do this. We allocate our properties as part of the Northern Lincolnshire Choice-Based Lettings partnership. The CBL Policy tells you more about how this works.
- As well as letting our homes, we also have homes which are leased to customers. As a result, we have a Leasehold Management Policy which explains how this process happens and how we maintain leasehold homes. Other policies that may be of interest to leaseholders is our Leasehold Service Charge Arrears Policy and our Section 20 consultation Policy.
- We ask contractors to carry out some of the work on our homes and also to build new ones on our behalf. Like our staff, we expect them to act in a certain way so we've created a Contractors Code of Conduct.
Living in your home
- We sat down with our customers to agree upon a set of Commitments that set out how you think we should work to meet your needs.
- It's important you have your say, when you want to complain, pay us a compliment or just let us know something. That's why we've got a policy for that. You might also want to take a look at our Compensation Policy.
- Sometimes, in exceptional circumstances, we may need to limit how and when customers can contact us if their behaviour has been unacceptable. For an explanation as to what sort of behaviour this would cover, you can read our Unacceptable Behaviour Policy.
- We have a number of policies in place which aim to support our customers in different circumstances: Domestic Abuse Policy, Vulnerable Persons' Policy and our Safeguarding Policy.
- We have a number of policies which are specific to the customers of our support service, including Dignity & Respect, Key Use, Needs, Risk Assessment & Support Planning, Medication.
- There are different ways that tenants can get involved in shaping our business. One of these is to become an Ordinary Member. As an Ordinary Member you can have a say in major decisions about the company, attend and vote at our Annual General Meeting and apply to become a tenant board member.
- If you want to become a volunteer with us, our Customer Engagement Expenses Policy tells you more about the sort of costs we are able to cover.
- We can provide financial support to recognised local community gorups and resident associations - read our Funding Policy to find out more.
Modern slavery and human trafficking
The UK Parliament passed the Modern Slavery Act in march 2015 with the objective of consolidating and extending current offences relating to slavery and human trafficking. A provision of the Act is that businesses with a minimum annual turnover of £36 million have to produce a statement setting out the steps they have taken to ensure there is no modern slavery in their own business or their supply chain. Our statement can be accessed here. This statement will be published each financial year and published on this area of our webiste. We also have a policy to support the statement.