Policies & Governance

We are committed to delivering safe, ethical, and high-quality housing advice services across the UK. Our policies ensure transparency, accountability, and the protection of all individuals who engage with Heritage Housing Education and Advisory Hub.

REFERRAL POLICY

  1. 1. Purpose
    To ensure safe, appropriate, and timely referrals into and out of the service.
  2. 2. Inbound Referrals
    • Consent must be obtained before referral
    • Basic information collected (name, issue, documents)
    • Initial contact made within agreed timeframe
    • Urgent cases prioritised
  3. 3. Outbound Referrals
    • Written consent required
    • Only relevant information shared
    • Signposting to specialist services (legal aid, domestic abuse, mental health, etc.)
    • Follow up recorded in case notes
  4. 4. Referral Criteria
    We support individuals experiencing homelessness or housing insecurity. Cases outside our remit are signposted appropriately.

LONE WORKING POLICY

  1. 1. Purpose
    To protect staff and volunteers working alone or conducting outreach.

  2. 2. Risks Covered
    • Home visits
    • Outreach sessions
    • Working alone in the office
    • Evening or remote appointments

  3. 3. Procedures
    • Staff must log location, time, and expected return
    • Check in system with manager
    • Carry a charged mobile phone
    • No home visits without a risk assessment
    • Staff must not enter a property if they feel unsafe
    • Incidents reported immediately
 

INFORMATION SHARING POLICY

  1. 1. Purpose
    To ensure information is shared safely, lawfully, and appropriately.

  2. 2. Principles
    • Share only what is necessary
    • Share only with consent unless legally required
    • Use secure communication channels
    • Respect confidentiality

  3. 3. When Information May Be Shared
    • With client consent
    • Safeguarding concerns
    • Risk of serious harm
    • Legal obligation (court order, police request)

  4. 4. Procedures
    • Obtain written consent where possible
    • Record what was shared, with whom, and why
    • Use secure email or encrypted systems


PROFESSIONAL BOUNDARIES POLICY

  1. 1. Purpose
    To protect clients and staff by maintaining clear, safe boundaries.
  2. 2. Boundaries Include
    • No sharing personal phone numbers or social media
    • No home visits without authorisation
    • No transporting clients unless approved
    • No accepting gifts, money, or favours
    • No dual relationships (e.g., advising friends/family)
    • No physical contact unless necessary for safety
  3. 3. Advisor Responsibilities
    • Keep interactions professional
    • Avoid creating dependency
    • Maintain emotional boundaries
    • Seek supervision if boundaries feel challenged
  4. 4. Managing Boundary Issues
    • Discuss concerns with a manager
    • Record incidents in case notes
    • Follow safeguarding procedures if needed
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GOVERNANCE & ACCOUNTABILITY POLICY

  1. 1. Purpose
    To ensure the Hub operates transparently, ethically, and in line with legal and regulatory requirements.
  2. 2. Governance Structure
    • Board or senior leadership responsible for oversight
    • Service Manager responsible for operational delivery
    • Clear reporting lines for staff and volunteers
  3. 3. Responsibilities
    • Ensure compliance with legislation
    • Oversee financial management
    • Approve policies and procedures
    • Monitor service performance
    • Address risks and safeguarding issues
  4. 4. Transparency
    • Annual reports
    • Clear communication with stakeholders
    • Regular review of governance practices
 

QUALITY ASSURANCE POLICY

1. Purpose
To ensure the Hub delivers high quality, consistent, and effective services.

2. Commitments
• Continuous improvement
• Evidence based practice
• Regular monitoring and evaluation
• Client centred service delivery

3. Procedures
• Quarterly case audits
• Regular staff supervision (every 4–6 weeks)
• Annual service review
• Client feedback surveys
• Review of policies and procedures annually

4. Staff Development
• Ongoing training in housing law, safeguarding, and best practice
• Opportunities for professional development

 

CODE OF CONDUCT POLICY

1. Purpose
To set clear expectations for professional behaviour and conduct.

2. Standards of Behaviour
Staff and volunteers must:
• Treat all clients with respect and dignity
• Maintain confidentiality
• Communicate clearly and professionally
• Uphold equality and inclusion
• Avoid conflicts of interest

3. Prohibited Conduct
• Accepting gifts or money from clients
• Personal relationships with clients
• Discriminatory or abusive behaviour
• Sharing personal contact details
• Using drugs or alcohol while working

4. Breaches
Breaches may result in disciplinary action, retraining, or removal from role.

 

PROFESSIONAL BOUNDARIES POLICY

1. Purpose
To protect clients and staff by maintaining clear, safe boundaries.

2. Boundaries Include
• No sharing personal phone numbers or social media
• No home visits without authorisation
• No transporting clients unless approved
• No accepting gifts, money, or favours
• No dual relationships (e.g., advising friends/family)

3. Advisor Responsibilities
• Keep interactions professional
• Avoid creating dependency
• Maintain emotional boundaries
• Seek supervision if boundaries feel challenged

 

VOLUNTEER POLICY

1. Purpose
To ensure volunteers are supported, valued, and integrated safely into the service.

2. Recruitment
• Fair and inclusive recruitment
• Basic checks (references, DBS if required)
• Clear role descriptions

3. Induction & Training
Volunteers receive:
• Introduction to the Hub
• Safeguarding training
• Confidentiality & data protection training
• Role specific guidance

4. Supervision & Support
• Regular check ins with a supervisor
• Access to training and development
• Clear escalation routes for concerns

5. Volunteer Responsibilities
• Follow all policies
• Maintain confidentiality
• Uphold professional boundaries
• Represent the Hub positively

6. Ending a Volunteer Role
• Volunteers may leave at any time
• The Hub may end a placement if policies are breached
• Exit interviews offered

 

POLICY REVIEW PROCEDURE

1. Purpose
To ensure all policies remain current, effective, and legally compliant.

2. Review Cycle
• All policies reviewed annually
• Additional reviews triggered by legislative changes or incidents

3. Responsibilities
• Service Manager leads review process
• Updates approved by leadership/board
• Staff notified of changes

4. Version Control
Each policy includes:
• Version number
• Date approved
• Review date
• Author/approver

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