Our Policies

We have a range of policies and procedures that help us with our service. On this page we have published a selection of our most relevant policies, if you cannot find what you are looking for or, you have any queries please contact us.

Our policies are designed to be inclusive to all our customers regardless of their gender, ethnicity, national origin, sexual orientation, religion or belief, age, culture, disability, background or life experience. To help us to meet our diverse customer needs we carry out a diversity impact assessment where required.

Aids Adaptation Policy [pdf] 109KB

Gas Servicing Policy Procedure [pdf] 610KB

Reactive repairs policy and procedure [pdf] 214KB

Recharge Policy [pdf] 298KB

Allocations Lettings Policy [pdf] 298KB

ASB Policy .pdf [pdf] 473KB

ASB - Harassment and Hate Crime Policy .pdf [pdf] 222KB

ASB Noise Nuisance [pdf] 162KB

Complaints Policy [pdf] 196KB

Compensation Policy [pdf] 165KB

Data Protection Policy [pdf] 288KB

Eviction Policy .pdf [pdf] 84KB

Income Collection and Arrears Recovery Policy [pdf] 206KB

Safeguarding Adults Policy [pdf] 189KB

Safeguarding Children Policy [pdf] 308KB

Unacceptable Customer Behaviour Policy [pdf] 142KB

Setting Reviewing Service Charges Policy [pdf] 190KB


Our approach to unacceptable behaviour

image of people figures standing with a 'respect our staff' notice

We believe that every customer who approaches its services has the right to be listened to, respected and understood. However, when behaviour becomes unacceptably rude, aggressive or unreasonable, we will take action. Whilst managing unacceptable behaviour our staff will take any vulnerabilities into consideration, as well as any support needs that are made known to the organisation.

The association is committed to providing a safe environment for its staff and does not expect them to tolerate unacceptable behaviour, including:

  • verbal abuse, aggression, violence
  • unreasonable demands
  • unreasonable persistence
  • overload of letters, calls, emails or contact via social media

We recognise that people may act out of character when in distress or difficulty, so being upset or angry is understandable. However, when these emotions escalate into aggressive or abusive behaviour towards our staff, such behaviour will be considered unacceptable and dealt with accordingly in line with the Unacceptable Customer Behaviour Policy available above.

Our procurement process

paper boats red, blue and yellow leading with red flag

We are committed to obtaining value for money and operating efficient and transparent procurement processes. We use a range of procurement approaches and will only procure goods, works and services in line with our Standing Orders. 

To promote opportunity, fairness and transparency, we use the Delta Esourcing Portal to advertise opportunities and to conduct the supplier selection process from beginning to end. The portal reduces paperwork and the time and cost of completing tender processes for suppliers, and is also free for suppliers to use. If you would like to access any of Christian Action’s procurement opportunities please register via the Delta Esourcing website.  

All competitive tender opportunities for contracts over £25,000 in value will be advertised on the Contracts Finder website and all competitive tender opportunities that meet the thresholds will be posted on the e-notification service Find a Tender (FTS).

Terms and conditions

Contract types will vary depending on the nature and value of purchases, however unless otherwise agreed, we will assume that our suppliers accept our Terms and Conditions, link here T+C's.[pdf] 491KB. Suppliers will also be required to sign up to Christian Action’s Supplier Code of Conduct, link here Supplier Code of Conduct.pdf [pdf] 330KB and may also be required to complete a Supplier / Contractor Application Form as part of our due diligence process.