HFH is governed by a Board responsible for strategic oversight, legal compliance, and resident safety. Operational decisions are delegated to the Service Manager, who ensures day to day delivery of housing and support services. Decisions are made through a clear framework that prioritises:

• Customer safety and wellbeing.
• Cultural intelligence.
• Value for money.
• Accountability.

Customers can influence decisions through feedback, surveys, complaints, and participation in co produced activities. Complaints follow a transparent process with defined response times and escalation routes.

HFH provides a clear breakdown of how income is used to deliver safe, high- quality homes and supported housing accommodation services. Core spending areas include:

• Repairs and maintenance.
• Utilities and property costs.
• Support services.
• Health and Safety Compliance checks.
• Management and staffing.

Service charges reflect actual costs and are reviewed annually. If HFH were to receive external grants or funding, we would explain in plain language where each funding stream would be allocated and what it would support. All HFH financial decisions aim to balance value for money with high quality customer outcomes including investment into new and existing properties.

HFH manages a small portfolio of properties to include permanent general needs and temporary supported housing management services across its operating boroughs. HFH maintains clear repairs priorities:

• Emergency: 24 hours.
• Urgent 3-5 days.
• Routine: 20 -28 days.

Safety checks – including gas, electrical, fire and property inspections – are completed at required intervals. HFH work only with contractors from our approved suppliers list who meet our safety and quality standards.

HFH monitors key performance indicators to ensure safe, effective services, these include:

• Customer satisfaction.
• Repairs performance.
• Complaints monitoring.
• Compliance with statutory safety checks.

HFH publishes headline data annually, highlighting learning and improvements. Customer feedback is used to shape service delivery, with a Tenant Scrutiny Panel who regularly reviews our policies and procedures. HFH reports on any service improvements made as a result of complaints or audits.

HFH provides intensive housing management services to our general needs customers and offer temporary supported accommodations services for single women and families, with access to:

• Tenancy sustainment services.
• Advocacy.
• Independent living skills development.
• EET support and wellbeing interventions.

HFH’s approach is rooted in co production, equality, diversity, inclusive practice, and empowerment. Referral routes include local authority placements, partner agencies, and limited self referrals. HFH sets clear expectations for new and existing customers and outlines the support they can expect to receive.

HFH maintains registers of:

• Gas safety certificates.
• Fire risk assessments.
• Electrical testing.
• Property inspections.
• Energy efficiency ratings.

Customers can request information from these registers through the STAIRS process. A list of customer accessible policies is published and available upon request such as:

• Allocations.
• ASB.
• Complaints.
• Safeguarding.
• Repairs.

HFH explains what information may be withheld, such as personal data or security sensitive details, and provides reasons when redactions are necessary.

HFH utilises Assured Tenancy Agreements (permanent properties) and Assured Shorthold Tenancy Agreements (temporary or supported accommodation). These occupancy agreements appropriately outline the following:

• Tenants’ rights.
• HFH landlord responsibilities.
• Expectations around conduct, safety, and community living.

Allocations follow transparent criteria that consider need, risk, and suitability. HFH manages ASB through a balanced approach combining support, early intervention, and partnership working with statutory agencies. Tenancy sustainment is supported through regular customer engagement and wellbeing support

HFH aims to create safe, stable homes within local community environments where customers and families can thrive.