Our policies

Our policies and standards reflect who we are and what we stand for. They guide our approach, ensuring we strive to deliver consistent and high-quality services. Clear, accessible policies help us build trust, create stronger communities, and provide customers with the stability and confidence they need to thrive.

In addition to the Bromford Flagship LiveWest policies and standards on this page, each organisation in the group also has its own set. These reflect how they work locally while supporting the group’s shared goals.

This lays out how we will deliver safe, fair and responsive services to our customers. It is underpinned by legal duties, regulatory expectations, and a commitment to fairness, accountability, and transparency. All following safety standards should be read in conjunction with this policy.

We are committed to effectively managing health and safety risks, protecting colleagues, customers, and communities, and complying fully with regulatory requirements.

We maintain safe electrical installations in our homes by adhering strictly to regulations, proactively managing risks, and providing regular compliance assurance to our Board.

We proactively manage and control asbestos risks in our buildings, ensuring the safety of people and properties, while fully meeting legislative requirements through clear procedures and routine practices.

We are committed to proactively reducing gas risks across our homes and buildings, protecting people and properties through robust procedures and full compliance with legislative requirements.

We ensure all non-gas heating and hot water systems in our homes and communal buildings are safely maintained, regularly serviced, and fully compliant with regulations, proactively reducing risks to customers, colleagues, and properties.

Our non-gas heating standard is coming soon 

We proactively manage fire risks to protect people, homes, and communities, embedding robust procedures into daily practice and ensuring full compliance with all legislative requirements.

We proactively assess and maintain all water systems in our homes and communal areas, prioritising water safety, hygiene, and regulatory compliance to protect our customers and communities.

Our water safety standard is coming soon

We ensure all lifting equipment in our buildings is properly serviced, maintained, and compliant with safety regulations, proactively reducing risks to customers, colleagues, and communities.

Radon is a naturally occurring radioactive gas. This explains how we assess, test, and manage radon risks in our homes to make sure that customers, colleagues and members of the public are not knowingly exposed to risks that could harm their health or safety.

We are committed to fostering an inclusive environment where everyone is treated with fairness, dignity, and respect. Our policy promotes equality, and ensures compliance with legal standards while encouraging a diverse and empowered workforce reflective of the communities we serve.

We follow a clear process for managing complaints and use the outcomes to inform service changes. These resources show how complaints are handled and how we meet regulatory requirements. Our regular self-assessments help us check compliance and identify areas for improvement.

All our complaints policies, self-assessments and governing body responses have been approved by our Board and apply to all parts of the Bromford Flagship LiveWest group. This includes Bromford Flagship LiveWest Limited, Bromford Housing Association Limited, Bromford Home Ownership Limited and Merlin Housing Society Limited (which use the name Bromford), Flagship Housing Limited (which uses the name Flagship), and LiveWest Homes Limited (which uses the name LiveWest). When we say Bromford Flagship LiveWest or BFL in this document, we mean all of these organisations.

Complaints are handled by your landlord rather than by the group. Whether that's Bromford, Flagship or LiveWest, you'll find phone numbers, addresses, email and online forms on our complaints page.

We provide independent, risk-based assurance, insight, and advice to support colleagues and the board in addressing barriers and seizing opportunities. This helps us focus resources where they matter most, ensuring effective management and informed decision-making.

We are committed to acting ethically and with integrity in all our business dealings. We work to prevent modern slavery and human trafficking within our organisation and supply chains, and expect the same high standards from our partners and suppliers.

We are committed to conducting all our activities ethically, transparently, and in full compliance with the law. We work proactively to prevent bribery, corruption, fraud, tax evasion, and tenancy-related crime within our organisation and in all relationships with partners, contractors, and suppliers.

We are committed to addressing whistleblowing in support of delivering safe, fair, and responsive services to our colleagues and customers.

To provide safe, fair and responsive services to our customers, we ensure that our colleagues are qualified to contribute to improved service quality, stronger customer relationships, greater inclusion and a culture of professionalism.