Policies and guides

Aids & Adaptations

Description goes here and to be updated by Safiya

Allocations policy for affordable & social rent

This sets out how homes are allocated through local authority nominations, what checks are done, and the types of tenancies offered. It also explains tenancy lengths, renewal reviews, and what happens if your circumstances change.

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

This tells you when you might get compensation if something goes wrong, like loss of heating or delays in repairs. It explains how to make a claim, what evidence you need, and what types of payments or rent reductions could apply.

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

Description goes here and to be updated by Safiya

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also covers assistance dogs, emotional support animal requests, and the steps Dolphin Living may take if permission is withdrawn or rules aren’t followed.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

This explains how to report repairs, what counts as emergency or routine, and the timeframes for fixing issues. It also covers property standards, annual inspections, and what Dolphin Living will do to keep homes safe, warm, and 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.