Information and support
When you become a customer of Broadacres we provide you with lots of information to help you manage your home, and we’re always available to help with any concerns or questions if you need to contact us.
The links below contain useful information relating to your home and your tenancy.
Customer Strategy 2023 - 2028
Our Customer Strategy lays out how we intend to deliver our goal to provide great customer experiences and deliver services which make our customers feel safe and secure.
At Broadacres we strive to provide great homes in which our customers can live happily and affordably. We recognise that every customer is different, and their individuality is reflected in how they live and interact with their home and with us as an organisation. This strategy has been designed to acknowledge this and aims to show the behaviours and plan the actions which will help us maintain, build and strengthen our relationship with all our customers.
Read the Customer Strategy hereInformation about your home and your tenancy
Allocations Policy
We are a partner in North Yorkshire Home Choice. We have adopted the North Yorkshire Home Choice common allocation policy. This policy outlines additional criteria specific to Broadacres.
Anti-social Behaviour Policy
The aim of our anti-social behaviour (ASB) policy is to ensure that the communities in which we work are secure and a peaceful place to live. We believe everyone has the right to live peacefully in their home and the surrounding communities.
Assignment Policy
An assignment is where a tenancy is legally transferred from the existing tenant to another person.
Compensation Policy
This policy sets out Broadacres’ approach to compensation and ensures that the organisation meets its legal and regulatory obligations.
Complaints Policy
This policy relates to all parts of the organisation and to other organisations that provide services to our customers under contract or in partnership with us.
Domestic Abuse Policy
As a social landlord and employer, Broadacres recognises that it has a role to play in the safeguarding of its customers and colleagues. This policy aims to support our approach to dealing with domestic abuse.
Equality and Inclusion Policy
Broadacres Housing Association is an Equal Opportunity Employer and is committed to promoting equality and recognising and responding to diversity.
Good Neighbourhood Management Policy
Broadacres Housing Association believes that everyone is entitled to quiet enjoyment of their home, without undue disruption and disturbance from others. We are committed to tackling Anti-Social Behaviour (ASB) and nuisance as and when it arises.
Hoarding Policy
This Policy outlines Broadacres’ approach to dealing with issues of clutter and hoarding in its properties.
Income Collection Policy
The purpose of this policy is to set out Broadacres approach to both maximise income and minimise rent loss for the organisation while ensuring fair treatment and a supportive approach to all customers.
Mutual Exchange Policy
Broadacres wishes to support customers by maximising their choice and opportunities to move into accommodation that meets their needs and aspirations.
Starter Tenancy Policy
This policy outlines our approach on the use and management of Starter Tenancies. It will identify how they will be used to improve tenancy sustainability, reduce anti-social behaviour and non-payment of rent.
Succession Policy
Our customers have different succession rights depending on the type of tenancy agreement they hold. Our tenancy agreement terms and conditions do however set out what rights our customers have and in what circumstances they can succeed to a tenancy.
Tenancy Policy
This policy sets out the type of tenancies we will grant and the circumstances in which we will grant tenancies of a particular type.
Unacceptable Customer Behaviour Policy - Abridged
On a small number of occasions customers may act out of character in times of trouble or distress. It is these behaviours that we aim to manage under this policy and we will protect and support colleagues, where customer actions are unacceptable.
Download the Unacceptable Customer Behaviour Policy - Abridged version here
Unacceptable Customer Behaviour Policy - Accessible
On a small number of occasions customers may act out of character in times of trouble or distress. It is these behaviours that we aim to manage under this policy and we will protect and support colleagues, where customer actions are unacceptable.
Download the Unacceptable Customer Behaviour Policy - Accessible here