Ask Archie

Understanding your home

• Your lease, explained

  A plain-English guide, plus a glossary of key terms

  Coming soon

• Home User Guides

  Downloadable guides for each development

  Coming soon

• Your first year

  Defects period, first rent review and first service charge statement

  Coming soon

Policies

Our policies, ready to read or download.

• PDF

  Allocations Policy

  How we allocate our affordable rented homes

  OpenDownload
• PDF

  Compensation Policy

  When and how we offer redress or compensation

  OpenDownload
• PDF

  Competency and Conduct Policy

  The skills and standards we expect of everyone delivering our services

  OpenDownload
• PDF

  Complaints Policy

  How we handle complaints, and your route to the Housing Ombudsman

  OpenDownload
• PDF

  Damp and Mould Policy

  Our commitment to homes free from damp and mould

  OpenDownload
• PDF

  Data Protection Policy

  How we collect, use and protect your personal data

  OpenDownload
• PDF

  Equality and Diversity Policy

  Our commitment to equality of opportunity

  OpenDownload
• PDF

  Pet Policy

  Our approach to pets in your home

  OpenDownload
• PDF

  Privacy Policy

  How we collect, use and protect your information

  OpenDownload
• PDF

  Rent and Service Charge Policy

  How we set and review rents and service charges

  OpenDownload
• PDF

  Repairs Policy

  Our approach to repairs and maintenance

  OpenDownload
• PDF

  Sales, Eligibility and Affordability Policy

  Who can buy a Shared Ownership home, how we check affordability and how we allocate homes

  OpenDownload
• PDF

  Staircasing and Resales Policy

  Buying more of your home or selling it, including prices and fees

  OpenDownload
• PDF

  STAIRS Policy

  Your right to clear, accessible information about your home and our services

  OpenDownload
• PDF

  Tenancy Policy

  The types of tenancy we offer and why

  OpenDownload
• PDF

  Valuation Policy

  How independent valuations set the price when a Shared Ownership home is bought or sold

  OpenDownload
• PDF

  Whistleblowing Policy

  How to raise a concern safely

  OpenDownload
• PDF

  Modern Slavery Statement

  Our commitment and the steps we take

  Coming soon
• PDF

  Shareholding Policy

  How shares and staircasing are managed

  Coming soon

Forms

Download, fill in and send back to us.

• PDF

  Permission to make alterations

  Ask before making changes to your home

  Coming soon
• PDF

  Pet Consent Form

  Ask permission to keep a pet in your home

  OpenDownload
• PDF

  Change of details

  Update your name, phone number or email

  Coming soon
• PDF

  Direct Debit mandate

  Set up or change your payments

  Coming soon

Money

• Rent and service charge statements

  How to read your annual statement and why charges change

  Coming soon

• What does my service charge pay for?

  A breakdown of where your money goes

  Coming soon

• Ways to pay

  Setting up or changing a Direct Debit

  Coming soon

• Struggling with payments?

  Who to talk to early, and where to find free debt advice

  Coming soon

• Buildings vs contents insurance

  What you need to cover and what the building covers

  Coming soon
• PDF

  Cost of Living Support Guidance Note

  Support if you’re facing genuine financial hardship

  OpenDownload

Repairs and safety

• Repairs and defects

  What the developer fixes, and what’s yours to sort

• Emergency contacts

  Repairs, gas, power cuts and water, all on one card

  Coming soon

• Building safety

  Fire safety, what to do in a fire and who’s responsible for what

  Coming soon

• Damp and mould

  How to prevent it and when to report it

  Coming soon
• PDF

  Damp and Mould Procedure

  How we handle reports of damp and mould, step by step

  OpenDownload
• PDF

  Awaab’s Law: one-pager

  What the law covers and who it applies to

  OpenDownload

Asking permission

• Do I need permission?

  Alterations, pets, subletting or lodgers, and changes to who’s on the lease

  Coming soon

• Making it yours

  Alterations and improvements to your home

Owning more or moving on

• Staircasing

  Buy more shares in your home and lower your rent

• Staircasing cost calculator

  See what your next share could cost

  Coming soon

• Selling your home

  How resales work and how we’ll guide you

• How to remortgage your Shared Ownership home

  What to know before you switch deals

  Coming soon

Life changes

• PDF

  Bereavement Policy

  What happens when a shared owner dies, and how we support the family

  OpenDownload

• Changing your name or contact details

  Keep your account up to date

  Coming soon

• Change of address checklist

  Everyone to tell when you move in or out

  Coming soon

• Bereavement

  What happens to the home and who to contact

  Coming soon

Having your say

• Complaints and the Housing Ombudsman

  How to complain, and what to do if we can’t put it right

• Reporting anti-social behaviour

  If someone’s behaviour is affecting you

• Service charge disputes and major works

  What consultation you’re entitled to

  Coming soon

• Resident panels and feedback

  Ways to get involved

  Coming soon

• Tell us how we’re doing

  Take our short resident survey

  Coming soon
• PDF

  STAIRS Procedure

  How we handle your requests for information

  OpenDownload
• PDF

  Competency and Conduct Standard Procedure

  How we put our competency and conduct standards into practice

  OpenDownload

Guides and FAQs

• How to reduce the energy bills in your home

  Simple ways to save

  Coming soon

• Shared Ownership myths

  For example, “Can I ever own 100%?”

  Coming soon

• FAQs

  The questions owners ask us most

  Coming soon