Our policies

Our policies reflect who we are and what we stand for. They guide our approach, ensuring we strive to deliver consistent and high-quality services. Clear, accessible policies help us build trust, create stronger communities, and provide customers with the stability and confidence they need to thrive.

In addition to the Bromford Flagship policies on this page, each organisation in the group also has its own set of policies. These reflect how they work locally while supporting the group’s shared goals.

• See Bromford policies at bromford.co.uk

• See Flagship policies at flagship-housing.co.uk

We are committed to effectively managing health and safety risks, protecting colleagues, customers, and communities, and complying fully with regulatory requirements.

We maintain safe electrical installations in our homes by adhering strictly to regulations, proactively managing risks, and providing regular compliance assurance to our Board.

We proactively manage and control asbestos risks in our buildings, ensuring the safety of people and properties, while fully meeting legislative requirements through clear procedures and routine practices.

We are committed to proactively reducing fire risks across our homes and buildings, protecting people and properties through robust procedures and full compliance with legislative requirements.

We ensure all non-gas heating and hot water systems in our homes and communal buildings are safely maintained, regularly serviced, and fully compliant with regulations, proactively reducing risks to customers, colleagues, and properties.

We proactively manage fire risks to protect people, homes, and communities, embedding robust procedures into daily practice and ensuring full compliance with all legislative requirements.

We proactively assess and maintain all water systems in our homes and communal areas, prioritising water safety, hygiene, and regulatory compliance to protect our customers and communities.

We ensure all lifting equipment in our buildings is properly serviced, maintained, and compliant with safety regulations, proactively reducing risks to customers, colleagues, and communities.

We are committed to fostering an inclusive environment where everyone is treated with fairness, dignity, and respect. Our policy promotes equality, and ensures compliance with legal standards while encouraging a diverse and empowered workforce reflective of the communities we serve.

We follow a clear process for managing complaints and use the outcomes to inform service changes. These resources show how complaints are handled and how we meet regulatory requirements. Our regular self-assessments help us check compliance and identify areas for improvement.

We provide independent, risk-based assurance, insight, and advice to support colleagues and the board in addressing barriers and seizing opportunities. This helps us focus resources where they matter most, ensuring effective management and informed decision-making.

We are committed to acting ethically and with integrity in all our business dealings. We work to prevent modern slavery and human trafficking within our organisation and supply chains, and expect the same high standards from our partners and suppliers.

We want our customers to feel at home and be able to make changes that suit their needs. Our policy sets out how to request permission for alterations, what type of work is allowed, and the responsibilities customers have when making changes to their home.