Policies and guides

Aids & Adaptations

Dolphin Living works with local authorities to consider requests for home adaptations that support residents with disabilities. Some adaptations may be funded by the council or by Dolphin Living, depending on the type and cost, and an Occupational Therapist assessment is usually required.

Allocations policy for affordable & social rent

Homes are allocated through nominations from the local council, with checks carried out to make sure the home is suitable for your needs. The policy also explains the type of tenancy you may be offered, how long it lasts, and how renewals are reviewed. It outlines what happens if your circumstances change and how this might affect your tenancy.

Allocations policy for intermediate rent

Here you’ll find who can apply for intermediate rent homes, income and employment requirements, and how priority is decided. It also covers renewals, transfers, and what to do if your household changes during your tenancy.

Bedroom policy

Dolphin Living uses a Bedroom Standard to ensure homes are the right size for each household, based on the number of adults, children, and any medical or care needs.

Compensation policy

Compensation may be offered when service failures cause financial loss or significant inconvenience, or when repairs or facilities are unavailable for longer than expected. Claims must be made in writing within six months and are assessed case by case.

Damp and mould Policy

Dolphin Living adopts a zero-tolerance approach to damp and mould, focusing on identifying root causes, carrying out remedial works, and providing residents with guidance and support to prevent recurrence. Under Awaab’s Law (effective October 2025), reported damp and mould hazards must be investigated and resolved within strict timeframes, including emergency repairs within 24 hours and significant hazards within 10 working days, with follow-up inspections for up to a year.

Domestic Abuse

Dolphin Living takes domestic abuse seriously and will record, respond to and refer any concerns to the right services. If you report domestic abuse, staff will contact you within one working day and, with your agreement, help assess risks and link you to specialist support. All information is treated confidentially and only shared when necessary to protect your safety or comply with the law.

Pets policy

You’ll need permission to keep most pets, except small animals that live in a tank or cage, and decisions are based on whether your home is suitable and the pet can be cared for responsibly. The approach explains what’s expected from pet owners, including welfare standards and behaviour rules, and what happens if a pet causes nuisance or isn’t authorised. It also covers assistance dogs, emotional support animal requests, and the steps Dolphin Living may take if permission is withdrawn or rules aren’t followed.

Repairs and maintenance standard

The repairs process is set out clearly so you know how to report issues and what to expect for both emergency and routine fixes. There’s also guidance on property standards, yearly inspections, and the work carried out to make sure homes stay in good condition.

Safeguarding and vulnerable residents policy

This explains how Dolphin Living protects residents from harm, abuse, or neglect and what to do if you have concerns. It includes support for vulnerable residents, adaptations for independent living, and steps for fire safety and emergency evacuation plans.

Temporary personalised rent policy

This policy supports residents facing financial hardship by offering a temporary rent concession for up to six months. Eligibility is determined through an affordability assessment using the Minimum Income Standards calculator, and Dolphin Living may cover up to 30% of the rent. The arrangement is discretionary, requires a signed agreement, and ends if circumstances improve or tenancy terms are breached. Residents can only receive this support once per tenancy.