Policy library

Anti-Social Behaviour policy

The purpose of this policy is to provide a framework for staff to work positively with customers and key agencies to establish and maintain safe, clean and productive communities, and to prevent and tackle Anti-Social Behaviour (ASB). This policy sets out Squared’s commitment to supporting customers’ quality of life and their peaceful enjoyment of their homes.

Anti-social behaviour policy

Complaints policy

Whilst we always strive to do the best we can, sometimes there will be occasions where we fall short. A robust complaints policy ensures we learn and develop our services to meet the standards our customers expect. 

Complaints policy and our complaints performance

Rent Account Refunds and Credit policy

This policy outlines our approach to managing rent account refunds and credits.

Rent Account Refunds and Credit policy

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Repairs and Maintenance policy

Our Repairs and Maintenance policy outlines how our Property Services operates:

Repairs and Maintenance policy

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Damp and Mould policy

The key objective of our damp and mould policy is to keep customers safe and well, to ensure that Squared 
employees, partners and contractors are clear on our legal duty to respond to reports of damp 
and mould, and in doing so provide assurance that Squared are meeting their legal and 
regulatory requirements, in resolving damp and mould hazards that present a significant risk 
of harm to our customers:

Damp and Mould policy

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Health and Safety policy

Our health and safety policy outlines our approach, the different responsibilities for team members, heads of services, executive team and Board of Management. 

Health and Safety policy

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Data Protection Management policy (GDPR)

Our Data Protection Policy sets out our commitment and approach to data protection and provides a clear frame of reference for all team members to determine our  standards, aims, and ideals in respect of data protection compliance. 

Data Protection Management policy

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E-Bikes and E-Scooters Safety policy

The policy sets out Squared’s approach to managing the risks associated with e-bikes and escooters within our housing stock. Its primary aim is to protect customers, staff, and properties from the significant fire risks linked to lithium-ion batteries, while ensuring compliance with current fire 
safety guidance and best practice.

E-Bikes and E-Scooters Safety Policy

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Compensation policy

Squared takes every care to provide its customers with an excellent service. However, sometimes things go wrong and our service may fall short of expectations. There may also be other changes to a customer’s home or service which cause inconvenience and/or expense. This policy sets out the circumstances where customers may be entitled to compensation and how claims will be considered. 

Compensation policy

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Service Charge policy

This policy provides a framework for setting and increasing fixed and variable service charges within the law, and underpins the delivery of our strategic business plan objective of increasing revenue income. This policy also sets out the background, context and rationale for the service charges for customers who receive services from Squared. 

Service Charge policy

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Rent policy

This policy provides a framework for setting and increasing rents within the law, and underpins the delivery of our strategic business plan objective of increasing revenue income. This policy also sets out the background context and rationale for the rents charged to customers.

Rent policy

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Competence & Conduct policy

How we establish and implement a framework that Board Members, team members, managers and contractors are competent, act with integrity and deliver services  that meet the expectations of the Regulator of Social Housing (RSH). 

Competence & Conduct policy

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Fairness policy

We recognise our responsibilities as a registered provider of social housing to deliver fair, equitable and inclusive services in accordance with regulatory standards, and to promote a culture of respect, integrity and accountability at Board and operational level. 

Fairness policy