Our policies


Our policy documents can be found below. You can use the search bar below to refine your search and find the policy document you requre.

Can't find what you're looking for? Please contact us.


 


Supplier Code of Conduct and Expected Behaviours Code

Supplier Code of Conduct and Expected Behaviours Code

We make it clear what we expect from the consultants and contractors that we work with.

Equality, Diversity & Inclusion Statement

Equality, Diversity & Inclusion Statement

We outline how we value, celebrate and embrace Equality, Diversity and Inclusion (ED&I) at Optivo.

Housing Options & Lettings policy

Housing Options & Lettings policy

We outline the housing options we offer and who can access them. 

Probity policy

Probity policy

We outline the standards of conduct that we expect Optivo staff to maintain.

Tenant Gifting policy

Tenant Gifting policy

We look at when we may give gifts and the standards we must follow when we do.

Whistle Blowing Policy

Whistle Blowing Policy

We're committed to the highest standards of conduct, quality, probity, openness and accountability.

Procurement policy

Procurement policy

We outline the principles by which we buy works, goods and services and achieve value for money.

Tenure policy

Tenure policy

We look at the types of tenancy agreements for our rented homes* and what constitutes tenancy fraud.

Access policy

Access policy

We outline our approach to obtaining access to your home (includes gardens and other outside areas).

Strategy documents

Strategy documents

​We've produced a number of strategies that outline our approach to achieving Optivo's objectives.  

Domestic Abuse policy

Domestic Abuse policy

We explain our approach to domestic abuse. 

Anti Social Behaviour policy

Anti Social Behaviour policy

​Our ASB outlines how we deal with anti social behaviour, including hate incidents or crimes.

Data Protection policy

Data Protection policy

We outline how collect, use and store your data in line with the Data Protection Act and GDPR.

Safeguarding policy

Safeguarding policy

Our policies outline our commitment to safeguarding adults and children.

Chargeable Repairs policy

Chargeable Repairs policy

We set out our approach to charging residents for repairs and the related costs they're responsible for. 

Responsive Repairs policy

Responsive Repairs policy

We outline what you can expect from our day-to-day repairs service.

Abandoned Homes policy

Abandoned Homes policy

We outline how we recover and then let abandoned homes.

Empty Homes Standard policy

Empty Homes Standard policy

Our promise to you is your new home will be clean, safe, secure and in good repair. 

Heating & Hot Water policy

Heating & Hot Water policy

We state how and when we'll service heating and hot water systems (such as your boiler).

Lease extension policy

Lease extension policy

We outline our approach to extending leases.

Mobility Vehicle policy

Mobility Vehicle policy

This policy outlines the rules for mobility vehicles in our homes.

Provision of Goods and Services Agreement

Provision of Goods and Services Agreement

This Agreement sets out the terms and conditions Suppliers must agree to when providing goods and services.

Replacement Homes policy

Replacement Homes policy

Here's our approach when we ask you to move from your home, either on a temporary or permanent basis.

Shared Ownership Resales policy

Shared Ownership Resales policy

We set out our approach to shared ownership resales.

CCTV policy

CCTV policy

Outlines our approach to the use of visible and hidden cameras used in closed circuit television (CCTV).

Gifts & Hospitality policy

Gifts & Hospitality policy

We've clear rules and procedures in relation to the receipt of gifts, hospitality and other probity matters

Arrears and Sundry Debt policy

Arrears and Sundry Debt policy

Our policy advises how we'll prevent and reduce arrears and other debts. 

Rent Setting policy

Rent Setting policy

We describe the approach we take when changing annual rents and setting new rents.

Service Charge Dispute Resolution policy

Service Charge Dispute Resolution policy

We outline what to do if you dispute how we've calculated service charges and what we’ll do to resolve it.

Winter Gritting policy

Winter Gritting policy

We outline our duty of care during winter weather and adverse conditions (e.g. snow, ice).

Resident Governance policies

Resident Governance policies

Policy documents and useful terms of reference for our involved Resident Governance members.

Home Ownership policy

Home Ownership policy

We aim to set out the general parameters for how Optivo will interpret all its policies for home owners.

Home Improvements policy

Home Improvements policy

We aim to set out the general parameters for how Optivo will interpret all its policies for home owners.

Garage & Parking Bay policy

Garage & Parking Bay policy

​This policy outlines our approach to letting and managing garages and parking bays.

Complaints Resolution policy

Complaints Resolution policy

We explain how you can make a complaint and the complaints process we'll follow.

Recoverable Service Charge policy

Recoverable Service Charge policy

We outline our approach to recovering costs for services we may provide for residents.

Pets policy

Pets policy

We outline our approach to dealing with pets in a residents home.

Window Restrictor policy

Window Restrictor policy

We outline our approach to managing window restrictors (as a way of preventing falls from height).

Anti-Fraud & Money Laundering policies

Anti-Fraud & Money Laundering policies

Our policy outlines our zero tolerance to fraud, bribery and corruption.

Compensation policy

Compensation policy

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

Voluntary Right to Buy policy

Voluntary Right to Buy policy

We outline our approach to the VRTB scheme we're taking part in as part of a pilot in the Midlands.