Our policies

Our policies set out our commitment to you. They describe what you can expect from us and the standards that strive to achieve.

Our policies
Download our policy leaflets.

Allocations
How we allocate homes to customers

Anti-social Behaviour
What we can do to help you tackle it.

Compensation
How to claim compensation costs


Complaints
How to tell us if you're unhappy with our service.


Fairness
Our commitment to treat everyone fairly.


Gas safety
The dangers of carbon monoxide poisoning and how to prevent a leak in your home.


Gas servicing
What you can expect from our gas servicing service and why it is important that you allow us to carry this work out.


Making alterations
What you need to do if you would like to make your own alterations to your home.


Mutual exchange
How to swap homes with another customer.


Pet ownership
Everything you need to know about owning a pet while living in an Accord property.

Rent and Service Charges
How we calculate rent and charges and how we apply them.


Repairs
How to report a repair, how the Accord Group deliver the service and who is responsible for the work.


Safeguarding
What the Accord Group does to ensure vulnerable customers are safeguarded from any form of abuse.


Starter tenancies
An explanation of the starter tenancy agreement between us as landlord and you as a tenant.


Tenancy agreements
The types of tenancies we have and information about the tenancy agreement between us as a landlord and you as a tenant.


Your new home
What you can expect when you move into one of our properties.

We are always interested in hearing about what our customers think of our service. Please let us know if you are satisfied or feel that we could improve on how we do things. To send comments, compliments or complaints, please call or email us.