Allocations – policy consultation

We asked customers to review our Allocations Policy and share their views. 

Your comments helped us improve the wording, structure and explanations within the policy. While the way the policy works has not changed significantly, we have tried to make it clearer, fairer and easier to understand. 

Your voice

  • You'd like housing terms and technical language explained more clearly. 
  • You want the policy to be easier to read and less detailed in places where information is not essential. 
  • You'd like reassurance that the allocations process is fair and applied consistently. 
  • You want more clarity about priority groups and how different housing schemes are assessed. 
  • You'd like a flowchart to help explain how the allocations process works. 
  • You want information to be accessible for people with reading difficulties, visual impairments, or for whom English is not a first language.

Your impact

What we’ve done

  • Added a glossary of key words and phrases used in the policy. 
  • Included clearer explanations where housing or technical terms are used. 
  • Removed unnecessary process information that was causing confusion and was not essential to the policy. 
  • Clarified the wording around staff and Board member applications to make it clear that direct housing requests from colleagues will not be accepted. 
  • Moved and clarified information about priority groups, so it is easier to understand how different schemes may apply their own eligibility and priority rules.

What we’re doing

  • Developing an Easy Read version of the policy using larger text, shorter sentences, simpler language and supportive pictures or symbols where possible.

What’s next

We'll continue to listen to customer feedback and use it to improve our policies and communications. 

It has not been possible to create a single flowchart for the allocations process, because of the different housing routes and local authority requirements. However we will continue to look for ways to make information as clear and accessible as possible. 

Thank you to everyone who shared their feedback. Your comments have helped us make the Allocations Policy clearer, more accessible and easier to use.Â