Policies and procedures

Salix Homes has a number of policies that outline what we do and why we do it. You can find out more about some of our key policies on the list below.

Allocations and Lettings policy

As with other housing providers in the city, we allocate and let our homes in accordance with Salford City Council’s Allocations and Lettings Policy You can find out more about this or apply for a home by visiting Salford Home Search.

ASB, Hate Crime and Domestic Abuse policy

Salix Homes recognise that all our customers have the right to the peaceful enjoyment of their homes and neighbourhoods, and that left unchallenged, anti-social behaviour (ASB) can have a destructive and damaging effect on their lives. We are committed to working with customers and local communities to effectively tackle ASB and to create safe, sustainable communities.

We consider all forms of ASB including Hate Crime and domestic violence and abuse to be unacceptable and will apply the principles contained in this policy to ensure that our resident’s lives are not blighted by ASB.

In tackling ASB, we will ensure that we comply with all appropriate legislation and regulations in place. In particular, we will make use of the tools and powers made available to us through:

  • Housing Act 1985 and 1996
  • Crime and Disorder Act 1998
  •  Anti-Social Behaviour Act 2003
  • The Protection from Harassment Act 1997
  • Crime and Security Act 2010
  • Domestic Violence Crime and Victims Act 2004
  • Anti-Social Behaviour, Crime and Policing Act 2014
  • Any other legislation/regulations that confer powers upon Registered Providers to deal with ASB

This policy will ensure that we adopt a victim centred approach to tackling ASB that is fair, transparent and proportionate.

Download the ASB, Hate Crime & Domestic Abuse policy

Complaints policy

Salix Homes welcomes all feedback from our customers and recognises that this feedback represents valuable information that we can use to improve the services we offer.

A key part of this feedback is customer complaints, which allow us to learn from experiences where things may have gone wrong and make amendments to our working processes to ensure that they don’t happen again.

If there is any aspect of our service that you are not happy with, you can contact us. We will do our best to resolve the issue for there and then. If you are still unhappy with the situation after we have attempted to resolve the matter, you can make a formal complaint.

When we receive your complaint, we aim to deal with it there and then if we can. If this is not possible, we undertake the following process:


The complaint will be acknowledged within 2 working days. We'll investigate the complaint and then discuss with you what needs to be done to resolve the issue. We aim to provide a full written response within ten working days.


If you are not satisfied with the initial outcome, you can request a review of the handling of your complaint, within 10 days of your receipt of the outcome. A senior manager will consider the initial findings of the complaint investigation and may choose to take further action. Again, we will aim to make sure you get the details of the review outcome within 10 working days of your request.

Other options

After your complaint has been reviewed, our formal complaints procedure is complete. If you are still unhappy or dissatisfied with the response to your complaint, you can appeal to the Housing Ombudsman Service

Data Protection policy

The General Data Protection Regulation (GDPR) 2018 replaces the EU Data Protection Directive and supersedes the laws of EU Member States that were developed in compliance with the Data Protection Directive 95/46/EC. Its purpose is to protect the “rights and freedoms” of natural persons (i.e. living individuals) and to ensure that personal data is not processed without their knowledge, and, wherever possible, that it is processed with their consent.

Download the Data Protection Policy

Domestic Gas policy

This policy is to ensure that  Salix Homes Property Services Section of the Operations Directorate  have taken all reasonable steps to comply with The Gas Safety (Installation and Use) Regulations 1998: Regulation 36 ‘Landlord’s Duties, and carry out servicing and  repairs to all gas appliances within the time frames laid out.

Download the Domestic Gas Policy

Downsizing policy

The Welfare Reform Act 2012 changed the criteria for under occupancy. Since April 2013, social housing tenants of working age who are deemed to be under occupying their home have had their housing benefit payment reduced by either 14% for under occupation by one bedroom or by 25% for under occupation by two or more bedrooms (otherwise known as the ‘bedroom tax’).

To address these changes, Salix Homes has allocated a budget to support those unable to downsize due to the costs of moving. This will be allocated on basis of need.

Download the Dowsizing Policy

Environmental Management of Estates policy

This policy refers to the management of the physical environment around our properties on estates that are owned and managed by Salix Homes to ensure our neighbourhoods are an attractive, well maintained, safe and secure places. The scope of this policy does not include any broader neighbourhood regeneration initiatives.

Salix Homes will ensure the estate management services are planned, effectively resourced and comply with its legal requirements as a landlord.

Salix Homes will meet the requirements of the Homes and Communities Agency national standards and the requirement for local standards in operating this policy. The most relevant standard in this case is the Neighbourhood and Community standard.

The aims and objectives of this policy are to:

  • Reduce litter and fly tipping
  • Improve the appearance of our local places
  • Inspire and educate the next generation
  • Encourage recycling and reduce waste
  • Compliance with health and safety and other legislative and statutory obligations

Download the Environmental Management of Estates Policy 

Equality and Diversity policy

Equality and diversity is at the heart of everything we do. Our commitment to equality and diversity influences:

  • the services we provide
  • our culture and how we do things
  • improving the experience of those who otherwise may have been disadvantaged

Find out more about our gender pay gap

Download the Equality and Diversity Policy

Health and Safety policy

Salix Homes recognises its responsibility to ensure so far as is reasonably practicable, the health, safety and welfare at work of all its employees and others who may be affected by its work activities.

The Chief Executive, Sue Sutton, is ultimately responsible for all health and safety matters within the company and considers health and safety to be a prime management function. Operational control of health and safety is the responsibility of the Directors and their Senior Managers.

Ensuring the wellbeing of all people affected by our undertaking requires the determination and positive attitude of everyone. Salix Homes is committed to creating a climate where safe work practices and a safe workplace are the norm and we undertake to comply with all relevant health and safety legislation and industry best practice and any other requirements applicable to the hazards we manage. The methods used to achieve a safe and healthy workplace and workforce are detailed in our health and safety management system, which addresses the following matters:

  • ensuring all employees understand their health and safety responsibilities
  • providing adequate information, instruction and training to ensure their competence.
  • providing and maintaining suitable and sufficient risk assessments and safe working procedures for all work activities.
  • providing safe plant, machinery, equipment and workplaces are provided and maintained.
  • providing adequate financial and personnel resources to monitor and control the implementation of the health and safety policy.
  • appointing competent personnel to assist in securing compliance with statutory health and safety duties

Salix Homes accepts that it is its duty to ensure that everything reasonably practicable is done to safeguard employees and members of the public from personal injury and ill-health in all work activities. In order to achieve this goal, Salix Homes requires the full co-operation and support of all employees to act responsibly and to do everything they can to prevent injury to themselves, their fellow workers and members of the public and assist with the development of health and safety management.

The Health and Safety Policy and supporting procedures are under continual review for improvement and to ensure they remain compliant with current health and safety legislation. As a minimum this Statement of Intent will be formally reviewed on an annual basis. The Health and Safety Policy will be communicated to all employees and will be monitored, reviewed and updated by the Health and Safety Manager and approved by the Board.

Individual Rights procedure

Download the Health and Safety Policy

Insurance policy details

If you’re a third party solicitor enquiring about our insurance policy details and Portal ID: 

  • For EL our insurer is Zurich Municipal, policy number JHA – 22S956 - 0013 and the portal compensator ID C00108
  • For PL our insurer is Zurich Municipal, policy number JHA – 22S956 - 0013 and the portal compensator ID C00108

Management Move policy

Salix Homes will make every effort to help its customers remain in their home. However, we understand that in some circumstances, the imminent risk is too great. Where no other housing solution is possible, Salix Homes would consider a management move.

Download the Management Move Policy

Modern Slavery statement

This statement sets out the steps that Salix Homes has taken during 2020/21 to address modern slavery risks in our supply chains.

Download the Modern Slavery Statement

Privacy statement 

View our latest privacy statement 

Safeguarding policy

We're committed to protecting:

  • children

  • adults with care and support needs

who are at risk of harm or abuse.

The policy guides how we act to safeguard these vulnerable groups.

We are proactive in recognising and reporting neglect and abuse. We work with other agencies to manage and reduce risks of harm and exploitation.

Download the Safeguarding Policy

Starter Tenancy policy

Our Starter Tenancy policy sets out the objectives, principles and requirements of Salix Homes’ starter tenancy scheme for new tenants.

A starter tenancy is an assured shorthold tenancy, granted under the terms of the Housing Act 1988, which lasts for a maximum of one year, or 18 months if it is extended. Starter tenants have fewer rights than secure or assured tenants and the tenancy can be brought to an end more easily if it is not being conducted satisfactorily.

Providing new tenants with a starter tenancy allows a probationary period for them to demonstrate that they can manage their tenancy to a satisfactory standard before they become an assured tenant; and for Salix Homes to identify and assist with meeting any support needs to help them manage their tenancy and so reduce tenancy failure.

Our policy will ensure we:

  • monitor starter tenancies to assist sustainability
  • provide support and assistance
  • tackle anti-social behaviour, rent arrears and tenancy issues
  • build a positive landlord and tenant relationship; information, involvement and consultation
  • extend or end a starter tenancy where there is an ongoing breach of tenancy

Download the Starter Tenancy Policy 

Succession and Assignment policy

Succession is the process by which a tenancy can be legally transferred to another person on the death of the original tenant. Assignment is one of the ways a tenancy can be legally transferred from one person to another during their lifetime.

This policy, in conjunction with Salix Homes’ Succession and Assignment procedure, identifies Salix Homes’ approach in relation to all applications for succession and assignment in line with the Housing Act 1985 and the Housing Act 1988. It also follows statutory changes to qualifying succession criteria set down in the Localism Act 2011.

Download the Succession and Assignment Policy

Tenancy Fraud policy

The Prevention of Social Housing Fraud Act was brought fully into force in England on 15 October 2013, and makes subletting the whole of a social rented dwelling a criminal offence. Although there are various different types of tenancy fraud, the Act is primarily concerned with strengthening the powers of social landlords to tackle tenants who sublet the whole of their dwellings for a profit. The policy supports social housing being occupied by those in the greatest housing need.

Salix Homes’ tenancy fraud policy supports the fair allocation and occupation of social housing to those in most need, in accordance with government guidelines and Salford Council’s allocations policy. Front line staff members and customers in the neighbourhoods have a key role to play in the prevention and investigation of all aspects of tenancy fraud.

You can download a copy of this policy at the bottom of this page.

You can report tenancy fraud by emailing

Website accessbility statement

Salix Homes recognises the importance of providing a website that is accessible to all user groups, including the disabled.

In order to make our website accessible, we prioritise ease of navigation and clear content using the latest web technologies, (provided that all information is still accessible to users). We have followed web standards and accessibility guidelines when building our website using valid HTML and cascading style sheets (CSS). We seek to achieve WAI Level AA accessibility and to meet as many of the WAI Level AAA guidelines as we can.

We will continue to make improvements and ensure our website conforms to these guidelines. We have implemented the following accessibility features on this website to make it easier to use for a range of visitors:

BrowseAloud Plus

We are using BrowseAloud Plus which is useful for website visitors including those who:

  • Require online reading support
  • Prefer to listen to information instead of reading it
  • Have print disabilities such as mild dyslexia or mild visual impairments
  • Have English as a second language

It has the following features:

  • Enables website content to be spoken out loud
  • Spoken and written translations for the website into 35 languages
  • Written translations with no speech in a further 43 languages
  • Text on website can be magnified for those with visual impairment
  • Text can be saved to an MP3 to listen at a more convenient time
  • Screen mask to help block distractions on the screen
  • Web page simplifier to help de-clutter pages
  • Customizable options - BrowseAloud can be tailored to suit individual preferences  

BrowseAloud Plus can be used on a Smartphone, Tablet, PC or Mac, and is free.To use BrowseAloud Plus click ‘Listen with BrowseAloud’ to launch the BrowseAloud Plus toolbar then pick the feature you require.

Other available accessibility features we have implemented or made accessible: 

Change text size

You can use your browser settings to change the size of the text when visiting the website. as documented here:

Colour choices

All foreground and background colour combinations have been checked against the Snook colour contrast checker. All colour combinations have passed the  WCAG 2.0 AA-compliant colour contrast test.

Colour and meaning

All information conveyed with colour is also identifiable from content (copy) and other graphic indicators (symbols).

Font sizes

Font sizes have been selected for legibility purposes without requiring the user to enlarge or reduce the text size themselves and have been tested across different density screens.  According to BBC accessibility guidelines the minimum size for core content is 13px, Salix has a minimum size of 17px for body copy.


All copy is sentence case. Use of capital letters is very limited.


Links are recognisable, by a change in colour chosen for it’s sufficient contrast.

Clear navigation and page layout to aid the user

The toolbar region at the top of the page provides clear global site navigation. The left-navigation (left-nav) provides global and local navigation.

Consistent header and footer across all pages

The header and footer provide clear links to contacting Salix Homes.

Questions or feedback

If you have any questions or feedback regarding the accessibility of this site, or if you experience any difficulty using it, please email

Working in Partnership policy

Salix Homes has a commitment to partnership working and is involved in a number of partnerships at a local and regional basis.  Effective partnerships help us deliver a high quality, value for money service to our customers.

Our Working in Partnerships policy outlines how we will decide what type of partnership we will become members of and the reasons why. We recognise that partnership working requires a culture of shared ownership and common working arrangements across organisation and professional barriers.

It also outlines the criteria for entering into or establishing a partnership.

Salix Homes will meet the requirements of the Homes and Communities Agency national standards and the requirement for local standards in operating this policy. The most relevant standard in this case is the Local area co-operation standard.

The aims and objectives of this policy are to:

  • Set out how we will establish formal relationships, working at both strategic and operational level, where there are clear opportunities to achieve our corporate objectives. 
  • Support the delivery of our business plan outcomes by helping to ensure our partnerships operate effectively and efficiently. 
  • Help to drive down our operational costs and help us maintain tenancies, reduce ASB and other neighbourhood issues, and create healthy, strong and confident communities.
  • Provide the vision and scope for partnership, in particular by establishing the difference between partnership working,  joint working and contractual working arrangements.

Download the Working in Partnership Policy


  • Download

    Equality and Diversity policy

    Word document, 136KB

  • Download

    Environmental Management of Estates policy

    PDF document, 496KB

  • Download

    Starter Tenancy policy

    PDF document, 308KB

  • Download

    Working in Partnership policy

    PDF document, 438KB

  • Download

    Individual Rights policy

    PDF document, 432KB

  • Download

    Management Move policy

    Word document, 124KB

  • Download

    Succession and Assignment policy

    Word document, 460KB

  • Download

    Data Protection policy

    Word document, 155KB

  • Download

    Safeguarding Policy

    PDF document, 233KB

  • Download

    Tenancy Fraud policy

    PDF document, 438KB

  • Download

    Anti-Social Behaviour, Hate Crime and Domestic Abuse policy

    PDF document, 484KB

  • Download

    Lettings policy

    Word document, 177KB

  • Download

    Domestic Gas policy

    Word document, 173KB

  • Download

    Individuals Rights request form

    File document, 64KB

  • Download

    Individual Rights procedure

    Word document, 240KB

  • Download

    Anti-Slavery and Human Trafficking statement

    PDF document, 240KB

  • Download

    Customer Feedback and Complaints Policy

    File document, 69KB

  • Download

    Customer Feedback and Complaints Procedure

    File document, 75KB

  • Download

    Downsizing Grant Policy

    PDF document, 299KB