Strategies and policies

Image: Strategy and plans
When you want to delve a bit deeper into how we do things and our plans for the future this is the place to look.

A range of strategies and policies can be found listed below:



 

Compensation Policy

This policy outlines when you can claim compensation and how we’ll compensate you.

Read our Compensation Policy [PDF 296KB].

Complaints Resolution Policy


This policy explains how you can make a complaint and the complaints process we'll follow.

Please view the "Tell us" webpage for further information on how to make a comment, complaint or compliment.

Alternatively please click here to read our Complaints Resolution Policy [PDF 655kb].


 

Customer Experience Statement - "Together better"


Our Customer Experience Statement explains how we'll support you.

Read our Together Better Strategy to find out more.

Data Protection Policy


Our Data Protection Policy outlines how we’ll:
  • Comply with the Data Protection Act 1998
  • Ensure all staff involved in processing personal information understand their responsibilities
  • Provide staff with adequate information and training to fulfil their responsibilities
  • Deal with a subject access request
  • Report a breach of the Data Protection Act 1998
  • Assure all people we hold data about, we’ll process and store their personal information in accordance with the Act.
For more information please read our Privacy notice webpage or click here to view a PDF version of our Data Protection Policy (PDF, 496KB)
 

Domestic Abuse Policy


This policy explains our approach to domestic abuse. It includes what we'll do:
  • When you report domestic abuse to us
  • To help protect you if you are suffering from domestic abuse.

You can find out more about about our approach to domestic abuse here.

Alternatively please click here to read our Domestic Abuse Policy [PDF 188kb].
 

Housing Options & Lettings Policy


Our Housing Options Policy outlines the range of housing options we offer and who can access them. It helps us make sure we allocate our homes in a fair, transparent and efficient way.

Read our Housing Options Policy [PDF 288KB].

Probity Policy


Our Probity Policy outlines the standards of conduct for staff to deliver a quality service to our residents and community.

Read our Probity Policy here (PDF, 274KB)

 

Safeguarding Policy


Contractors providing front-line services need to make sure their staff are safe.

Please read our Safeguarding page for further information or click here to open our Safeguarding Policy (PDF, KB).

 

Strategic Plan for 2017 to 2020


We are hugely excited at Optivo to be working together with our residents to make a real and lasting difference to people’s lives.

Read our Strategic Plan for 2017-20 for full details

Service Charge Dispute Resolution Policy


When calculating service charges we always try to make sure we:
  • Calculate them correctly and fairly
  • Follow the legal consultation requirements (these only apply to variable service charge payers).
Our Service Charge Dispute Resolution Policy outlines what action you can take if you feel we have not done this, and what we’ll do to resolve your dispute.

Read our Service Charge Dispute Resolution Policy.

Whistle Blowing Policy and Guidance


We're committed to the highest standards of conduct, quality, probity, openness and accountability and expect the same commitment from employees and consultants and contractors.

Read our Whistle Blowing Policy (320KB) and the Whistle Blowing Guidance (204KB).

Equality, Diversity & Inclusion Statement

At Optivo we value, celebrate and embrace Equality, Diversity and Inclusion (EDI).

Our Board drives our approach and commitment to Equality, Diversity and Inclusion. We believe our differences make us stronger and more effective in meeting our business objectives.

Respect is one of our organisational values and is reflected in everything we do.

Read our EDI Statement.


 

Supplier Code of Conduct and Expected Behaviours Code

We believe in offering excellent customer service to our residents and expect the same commitment from employees, consultants and contractors.

Our Supplier Code of Conduct and Expected Behaviours Code makes it clear what we expect from those we work with.

Empty Homes Standard

Our promise to you is your new home will be clean, safe, secure and in good repair. 
 
This document lays out the minimum standards you can expect when you move into your new home. What exactly do we mean by Clean, Safe and Secure?  And what does “Good repair” mean? It’s all explained in our Empty Homes Standard.

For more information, read our Empty Homes Standard policy.

Anti-Fraud & Money Laundering Policies


Optivo is committed to the highest ethical standards and good governance and adopts a zero tolerance to fraud, bribery and corruption.

The policy documents below outline our commitment to this:

Mobility Vehicle Policy

For many people, mobility vehicles are integral to addressing mobility needs. For local journeys, they’re a practical alternative to a car and this is a prime reason for their increasing ownership and use.

Our Policy balances residents’ needs and aspirations to own mobility vehicles with health and safety concerns for other residents, staff and visitors.

This Policy outlines the rules for Class 2 and Class 3 mobility vehicles in our homes. This includes powered wheelchairs, buggies and scooters

Resident Governance Policies and Terms of Reference

Provision of Goods and Services

This Agreement sets out the terms and conditions as well as the subject to which the Supplier agrees to provide the Goods/ Services and/ or Services (as applicable) to Optivo on a non-exclusive basis.

For more information, read our Standard Contract Terms and Conditions.