How we keep you safe and support your community

These policies explain how we maintain safe homes, respond to issues in your area, and support residents.

In this section, you’ll find:

Use this section if you want to:

• report a concern about your home or neighbourhood

• understand how we deal with ASB or safety issues

• find out how we support vulnerable residents

Your tenancy, your responsibilities, and your options

These policies explain how tenancies are managed and what choices you have about your home.

In this section, you’ll find:

Use this section if you want to:

• understand how homes are allocated

• know your rights and responsibilities

• move home or buy your property

• get support with rent or finances

How you can raise concerns and how we respond

We want to get things right. When we don’t, we want to hear from you.

These policies explain how you can give feedback, make a complaint, and what happens next.

In this section, you’ll find:

Use this section if you want to:

• make a complaint or share feedback

• understand how we will respond

• find out what compensation may apply

• see how we learn and improve

How we improve, adapt and deliver homes

These policies explain how we invest in and improve homes, and the services we provide to support you.

In this section, you’ll find:

Use this section if you want to:

• request changes or adaptations to your home

• understand how we plan improvements

• find out about new housing developments

How we use and protect your information

We take your privacy seriously. These policies explain how we collect, use and protect your data.

Freebridge Privacy Statement

Freebridge is committed to complying with all data protection legislation for those individuals that Freebridge collects and processes personal data, so that it may provide its services and support its aims and objectives.

Freebridge will comply fully with the requirements of the General Data Protection Regulation (GDPR) and Data Protection Act 2018. 

We take your privacy seriously and you can find out more about your privacy rights and how we collect, use, share and secure your personal identifiable information (‘personal information’) by referring to our Privacy Notices which can be found on our website. 

Individual privacy notices can be found on the right of this page.

How we use your personal information will depend on the services we provide to you. However, we obtain your personal information so we can carry out our normal business operations as a registered social housing provider. 

The Privacy Notice provides information about how we use your personal information with effect from 25th May 2018 and updates any previous information we have provided about using your personal information. 

If we make any significant changes affecting how we use your personal information, we will make changes to the Privacy Notice, and we will contact you to inform you of these changes.

Our Data Protection Officer (DPO) provides help and guidance to make sure we apply the law to the processing and protection of your personal identifiable information. Should you have any questions about how we use your personal identifiable information, our DPO can be reached by writing to us and addressing your letter to: 

Data Protection Officer, Freebridge Community Housing, Juniper House, Austin Street, Kings Lynn, Norfolk PE30 1DZ; or Email us at [email protected] 

Controlling your personal information

It is important that the personal information we hold about you is up to date. Please let us know if any of your personal information changes.

If you want to review, verify, correct or ask us to get rid of your personal information, or you don’t want us processing personal data, or you want us to transfer your personal information to another organistaion, please contact our Data Protection Officer in writing.

You will not have to pay a fee to get your personal information (or to exercise any of the other rights). We may charge a reasonable fee if your request for access in our view is clearly unfounded or excessive. We may refuse to comply with the request in such circumstances.

We may need to request specific information from you to help us confirm your identity and make sure you have the right to access the information (or to exercise any of your other rights). This is a security measure to make sure personal information is not given out to any person who has no right to receive it.

In the limited circumstances where you may have provided your consent to the collection, processing, and transfer of your personal information for a specific purpose, you can  withdraw your consent for that specific processing at any time. To withdraw your consent, please contact the Data Protection Officer Once we have know that you have withdrawn your consent, we will no longer process your information for the purpose or purposes you originally agreed to, unless we have another legitimate basis for doing so in law.

Security

We are committed to making sure your information is secure. We have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

Rental Exchange Privacy Notice for Existing Tenants

Not only will we be able to work with you more closely to manage your existing tenancy agreement, your track record as a tenant will enable Experian to use the information supplied to them to assist other landlords and organisations to:

The information you provide will allow us to check Experian for information about your track record as a tenant. This will not only allow us to work with you to manage your tenancy agreement, it can also be used to:

• assess and manage any new tenancy agreements you may enter into;

• assess your financial standing to access suitable financial products and services;

• manage any accounts that you may already hold, for example reviewing suitable products or adjusting your product in light of your current circumstances;

• contact you about any accounts you may have and debts that you may owe;

• check your identity, age and address, to help other organisations make decisions about the services they offer to you;

• help to prevent crime, fraud and money laundering;

• screen marketing offers to make sure they are appropriate to your circumstances;

• allow Experian to carry out statistical analysis, analytics and profiling, 

• and for Experian to conduct system and product testing and database processing activities, such as data loading, data matching and data linkage. 

If you would like to see more information on these, and to understand how the credit reference agencies each use and share your data, visit here: www.experian.co.uk/crain (Credit Reference Agency Information Notice (CRAIN)). (For a paper copy, please get in touch with us or with Experian using the contact details in this letter).

Privacy Notice for all social housing tenants of CORE data provider

Read more on our CORE Data Sharing Agreement here

Governance, standards and accountability

These documents explain how Freebridge operates as an organisation and how decisions are made.

In this section, you’ll find:

Use this section if you want to:

• understand how we are governed

• see how we ensure ethical behaviour

• find out how concerns can be raised safely

Information about our digital services

These documents explain how our website works and how your information is handled when you use it.

In this section, you’ll find:

How we use cookies

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie lets you know when you visit a particular site and then allows web applications to respond to you as an individual.

We use cookies on our website to help with language selection, user preferences and customer log in access. We do not track your use of our Freebridge website.

A cookie in no way gives us access to your computer or any information about you, other than the information you choose to share with us.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, we do not have any control over that other website. We cannot be responsible for the protection and privacy of any information which you provide whilst visiting these sites and these sites are not governed by this privacy statement. The privacy site for the website in question will have more information.

Anti-fraud, Bribery & Corruption Policy

Commitment to preventing fraud, bribery, and corruption, establishing responsibilities, procedures, and compliance measures to uphold ethical standards and financial integrity.

Anti-money Laundering (AML) Policy

Detailing our commitment to comply with relevant legislation and establish procedures to prevent money laundering activities within the organisation.

Belonging Policy

Commitment to fostering an inclusive workplace culture where all colleagues feel a sense of belonging, are treated equitably, and can thrive professionally while delivering excellent services to customers.

Board & Committee Member Conduct Issues Policy

The procedure for addressing conduct issues involving Board or Committee Members of the Association, including potential removal.

Board & Committee Member Grievance & Disputes Policy

Procedures for addressing grievances and disputes among Board and Committee members, emphasising informal resolution through candid discussion, followed by formal meetings with the Chair or Vice-Chair supported by relevant committee chairs and the Company Secretary.

Board & Committee Membership, Recruitment & Succession Policy

Outlines the procedures for appointing, reappointing, and recruiting members to the Board and its Committees, including the roles of Vice-Chair and Board Apprentice, with a focus on skills, diversity, transparency, and conflict of interest management.

Boundary Structures Policy

The provision, maintenance, and responsibilities related to boundary structures such as fences and hedges around your homes.

Business Continuity Policy

Designed to minimise disruption to tenants and operations during major incidents affecting housing stock or operational areas.

Contract Management Policy

This outlines a standardised approach for managing contracts to ensure business needs are met, compliance is maintained, and risks are minimised.

Customer Equality, Diversity and Inclusion Policy

This policy isn’t about ticking boxes. It’s about building a community where everyone feels seen, safe and welcome. We know inequality doesn’t stop at the doorstep.

Customer Influence Policy

Freebridge’s commitment to involving tenants, shared owners, and leaseholders in shaping services, policies, and strategic decisions.

Customer Satisfaction Policy

Aimed at enhancing tenant satisfaction through a framework of Ask, Listen, Act, and Learn, emphasising personalised service, employee empowerment, and continuous improvement.

Damp, Mould & Condensation Policy

Managing damp and mould in residential properties to ensure safe, healthy, and well-maintained homes for tenants and leaseholders.

Data Protection Policy

Freebridge's comprehensive Data Protection Policy, detailing its commitment to comply with UK data protection laws, including the UK GDPR and Data Protection Act 2018, ensuring personal data is handled lawfully, fairly, and securely.

Dealing with Unreasonably Persistent Complainants and Abusive Individuals Policy

Handling unreasonably persistent complainants and abusive individuals to protect staff and ensure fair complaint management.

Development Policy

Supporting housing needs through new developments and alternative housing strategies, emphasising quality, sustainability, and compliance with regulations.

Digital Engagement Policy

Aims to encourage and empower stakeholders to engage via digital media by promoting digital services, increasing digital presence, embedding digital in service delivery, and supporting digital inclusion initiatives.

Disqualifying Tenants in Breach of Tenancy Agreement Conditions from Board/Committee Membership Policy

Policy on disqualifying tenants from Board or Committee membership if they breach their tenancy agreement, emphasising the importance of compliance to protect the organisation’s integrity.

Electrical Safety Policy

Detailing the organisation’s commitment to legal compliance and safety standards for electrical installations in its properties.

Employee & Human Resource Policy

The policy emphasises flexible and empowering workforce arrangements aimed at continuous improvement, high staff satisfaction, strong management support, capacity building, and excellent customer service.

FAT & PAT Testing Policy

Fixed Appliance Testing (FAT) and Portable Appliance Testing (PAT) to ensure electrical safety compliance and risk minimisation in their properties.

Financial Inclusion Policy

Aims to maximise tenants’ income, ensure access to quality financial advice and services, and promote financial capability to reduce financial exclusion and support community development.

Gas & Heating Safety Policy

Ensure high standards of health and safety for residents, employees, and contractors, aiming for full compliance with all legal and regulatory requirements.

Health & Safety Policy

The organisation’s commitment to maintaining a safe work environment for all colleagues, visitors, and stakeholders through compliance with legislation, risk management, training, and continuous improvement.

Home Ownership through Right to Buy/Right to Acquire Policy

Enabling tenants to purchase their homes through the Right to Buy and Right to Acquire schemes, including conditions, restrictions, and discretionary powers related to these processes.

Income Management and Maximisation Policy

Responsible income management to maximise rent and other income while supporting tenants fairly and legally.

Information Communication Technology Policy

Focusing on providing effective, secure, and flexible ICT services aligned with business needs and regulatory compliance.

Leasehold Management Policy

Focusing on service quality, communication, and compliance with legal requirements.

Lifts Safety Policy

Compliance with all relevant legislation and assigns clear roles and responsibilities to uphold safety standards.

Marketing & Communications Policy

Maximise opportunities to promote its brand and activities, support local communities, and align with its vision and business plan.

Moving Out Policy

Procedures and support for tenants required to move temporarily or permanently due to property redevelopment, refurbishment, or repair.

myFreebridge Reward Policy

This recognises and rewards the Community Voices for their contributions to Freebridge services and community engagement.

Performance Management Policy

Outlines a holistic approach to managing performance that aligns with the goals of the Board, management, regulators, and customers.

Play Areas and Play Equipment Safety Policy

Maintaining high health and safety standards for play areas and equipment, ensuring compliance with all relevant laws and regulations.

Probity Policy

Detailing expectations of ethical conduct for Board/Committee Members, employees, Customer Panels.

Procurement Policy

Aimed at delivering innovative, cost-effective, and high-quality services aligned with its Business Plan priorities.

Radon Policy

Commitment to health and safety, specifically addressing radon gas risk management in its properties.

Reasonable Adjustments Policy

This policy is about doing what’s fair and kind: making reasonable adjustments so that no one is disadvantaged when using our services or living in our homes.

Rechargeable Works Policy

For charging tenants, leaseholders, and licensees for repairs deemed their responsibility, ensuring a fair and transparent approach to rechargeable works. 

Rent Setting and Service Charges Policy

Ensuring compliance with government regulations and transparency for tenants.

Repairs, Maintenance & Planned Improvements Policy

For repairs, maintenance, and planned improvements to their social housing properties. 

Risk Management Policy

Emphasising the identification, analysis, and mitigation of risks to support its corporate objectives.

Safeguarding Adults at Risk of Abuse or Neglect Policy

A person-led and outcome-focused approach to ensure safety and wellbeing.

Safeguarding Children and Young People Policy

The shared responsibility to protect individuals under 18 from abuse and neglect in their accommodation and community interactions.

Shareholder Gifts Policy

Compliance with Section 122 of the Housing and Regeneration Act 2008 regarding restrictions on giving gifts to shareholders, their relatives, and related companies.

Social and Commercial Enterprise Policy

Managing social and commercial enterprises to ensure they align with its core housing activities and assets.

Social Media Policy

Detailing its purpose, scope, responsibilities, and compliance requirements to protect the organisation’s reputation and ensure appropriate use of social media by all associated individuals.

Tenancy Fraud Policy

Preventing, detecting, and addressing tenancy fraud to protect social housing resources for those in need. 

Tenancy Policy

Focusing on fair and transparent letting of homes, encouraging responsible tenant behavior, and compliance with regulatory standards.

Tenancy Sustainment Policy

Supporting tenants in maintaining their tenancies to foster stable and sustainable communities. 

Tenant Support Fund Policy

Discretionary financial support to tenants facing hardship to help sustain their tenancies.

The Management of Asbestos Policy

Dedicated to managing asbestos risks within its properties to protect residents, employees, contractors, and third parties by complying with relevant health and safety legislation and continuously updating procedures as laws evolve.

The Management of Water Safety Policy

Maintaining high water safety standards to protect residents, employees, and contractors by adhering to all relevant health and safety regulations.

Tree Management & Maintenance Policy

To manage and care for trees, large shrubs, and hedges on its properties and communal areas to ensure safety, legal compliance, and environmental benefits.

Value for Money Policy

The optimal balance of cost, quality, and sustainability in delivering services to current and future customers.