Documents and policies

Information leaflets
Energy efficiency leaflets
Corporate policies
Policies and procedures
Customer and leaseholder documents
Boiler manuals
Thermostat manuals
Corporate strategy
Investment Plan

Information leaflets

Find helpful guides on topics such as finding a home, swapping homes through Mutual Exchange, and keeping your neighbourhood safe.

Finding a home (PDF, 530KB)

Mutual Exchange (PDF, 381KB)

Neighbourhood safety (PDF, 343KB)

Energy efficiency leaflets

Browse practical guides on energy-saving features and heating systems, including air source heat pumps and heating controls, to help you get the most from your home.

Air Source Heat Pump Guide (PDF, 500KB)

Radbot Heating controls (PDF, 365KB)

Corporate policies

Learn about the standards and commitments we follow as an organisation, covering areas such as professional conduct, equality, diversity and inclusion, and preventing fraud and bribery.

Bribery Act Statement (PDF, 103KB)

Domestic Abuse in the Workplace (PDF, 346KB)

Equity, Diversity and Belonging Policy (PDF, 392KB)

Working Professionally Policy (PDF, 294KB)

Policies and procedures

Read the policies that guide how we deliver services to customers, including repairs, complaints, allocations, neighbourhood management, safeguarding and tenancy matters.

Allocations Policy (PDF, 461KB)

Anti-Fraud Bribery and Corruption Policy (PDF, 240KB)

Anti-Social Behaviour and Hate Crime Policy (PDF, 332KB)

Chargeable Repairs Policy (PDF, 239KB)

Complaints and Compliments Policy (customer friendly) (PDF, 67KB)

Complaints and Compliments Policy (PDF 420KB)

Gentoo Code of Conduct (202KB)

Damp and Mould Policy (276KB)

Domestic Abuse Policy (PDF, 248KB)

Equipment and Adaptations Policy and Procedure (PDF, 199KB)

First Come, First Served Policy (PDF, 233KB)

Income Management Policy (PDF, 349KB)

Leasehold Management Policy (PDF, 249KB)

Neighbourhood Management Policy (PDF, 367KB)

Repairs and Maintenance Policy (PDF, 286KB)

Safeguarding Adults at Risk Policy (PDF, 303KB)

Safeguarding Children Policy (PDF, 290KB)

Shared Ownership Policy (205KB)

Market Rent and Rent to Buy Policy (PDF, 258KB)

Monthly Minimum Surplus Policy (PDF, 312KB)

Suspensions Policy (PDF, 397KB)

Tenancy Policy (PDF, 287KB)

Grounds, Trees and Play Area Management Policy (PDF, 638KB)

Vulnerability Policy (PDF, 568KB)

Customer and leaseholder documents

Access a range of useful guides, forms and information for customers and leaseholders, covering everything from heating systems and solar panels to tenancy information and community funding.

A guide to using your heating system: Core 364 (PDF, 3MB)

A guide to your PassivHaus Home (PDF, 2MB)

A guide to your annual gas service (PDF 270kb)

A guide to your solar panels (2MB)

Competition terms and conditions (PDF, 405KB)

Empower Sunderland Local Community Fund: application form (PDF, 461KB)

Empower Sunderland Local Community Fund: terms and conditions (PDF, 80KB)

Empower Sunderland Local Community Fund: guidance for applicants (PDF, 5.1MB)

Empower Sunderland Local Community Fund: 12 month monitoring and evaluation form (DOCX, 64KB)

Garage application form (PDF, 41KB)

Genie product terms and conditions (PDF, 98KB)

Home contents insurance prospectus booklet (PDF, 245 KB)