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.


 


CCTV policy

CCTV policy

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

Garage & Parking Bay policy

Garage & Parking Bay policy

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

Gifts & Hospitality policy

Gifts & Hospitality policy

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

Abandoned Homes policy

Abandoned Homes policy

We outline how we recover and then let abandoned homes.

Access policy

Access policy

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

Arrears and Sundry Debt policy

Arrears and Sundry Debt policy

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

Chargeable Repairs policy

Chargeable Repairs policy

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

Procurement policy

Procurement policy

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

Recoverable Service Charge policy

Recoverable Service Charge policy

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

Responsive Repairs policy

Responsive Repairs policy

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

Complaints Resolution policy

Complaints Resolution policy

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

Data Protection policy

Data Protection policy

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

Equality, Diversity & Inclusion Statement

Equality, Diversity & Inclusion Statement

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

Safeguarding policy

Safeguarding policy

Our policies outline our commitment to safeguarding adults and children.

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.

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.

Tenant Gifting policy

Tenant Gifting policy

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

Tenure policy

Tenure policy

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

Whistle Blowing Policy

Whistle Blowing Policy

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

Window Restrictor policy

Window Restrictor policy

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

Winter Gritting policy

Winter Gritting policy

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

Strategy documents

Strategy documents

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

Pets policy

Pets policy

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

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).

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.

Resident Governance policies

Resident Governance policies

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

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.

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. 

Lease extension policy

Lease extension policy

We outline our approach to extending leases.

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.

Mobility Vehicle policy

Mobility Vehicle policy

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

Compensation policy

Compensation policy

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

Student and Keyworker Allocations and Tenure Policy

Student and Keyworker Allocations and Tenure Policy

This Policy sets out our approach to allocations in our student and keyworker
accommodation. 

Anti-Fraud & Money Laundering policies

Anti-Fraud & Money Laundering policies

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

Rent Setting policy

Rent Setting policy

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

Disclosure and Barring Service Policy

Disclosure and Barring Service Policy

Our policy outlines how we check the suitability of individuals to work in certain roles.  

Talent Acquisition policy

Talent Acquisition policy

The process we use to recruit and retain employees is fair, consistent, open and transparent. 

Shared Owners Buy Back Policy

Shared Owners Buy Back Policy

This Policy explains how and when we will use our discretion to buy back shares (equity) from shared owners. 

Shared Ownership Resales policy

Shared Ownership Resales policy

We set out our approach to shared ownership resales.

Staircasing policy

Staircasing policy

This Policy sets out our approach to shared ownership staircasing.

Probity policy

Probity policy

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

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.

Anti Social Behaviour policy

Anti Social Behaviour policy

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

Modern Slavery and Human Trafficking Policy

Modern Slavery and Human Trafficking Policy

Our Policy outlines our commitment to help stamp out modern slavery and human trafficking.

Housing Options & Lettings policy

Housing Options & Lettings policy

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

IT Acceptable Use Policy

IT Acceptable Use Policy

Our IT Acceptable Use Policy sets out your responsibilities to help protect Optivo when using our network, systems, or equipment issued to you.

Domestic Abuse policy

Domestic Abuse policy

We explain our approach to domestic abuse.