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Our policies and procedures

Policies and procedures

We have a range of policies and procedures that help us to deliver a good service across key areas. They provide us with guidance on how a service is provided and how systems operate, taking into account legislation and good practice.

Many of our policies relate directly to our residents and customers such as rent setting, lettings and repairs. If you are an East Thames resident and would like to become involved in helping us review our policies, please contact the policy and research team.


Tenure and allocations policy

Anti-social behaviour policy

Domestic abuse policy

Rent setting 2016/2017 policy

Complaints policy

Empty homes policy

Empty homes lettings standard

Compensation and redress policy

You can find our previous redress and compensation policy here.