Bromley homes policies

Penge Churches Housing Association (PCHA) acts as the council’s managing agent, ensuring properties consistently meet the required standards outlined in the management agreement. As part of this arrangement, the council has formally adopted PCHA’s policies on Aids and Adaptations, ensuring residents receive appropriate support and modifications to enhance accessibility and quality of life. For further details, please refer to PCHA Aids and Adaptations Leaflet

To request a copy of the actual policy or to obtain further details, please contact Penge Churches Housing Association (PCHA), who will help upon enquiry.

This Housing Allocation Scheme document sets out the council's allocation scheme for determining priorities and for defining the procedures to be followed in allocating housing accommodation.

Service charges are payments that a resident or leaseholder must pay for the cost of services provided by a landlord.

The council’s residential housing stock is managed by Penge Churches Housing Association (PCHA) who deliver the services on behalf of the council.  PCHA set the service charges in accordance with National Housing Federation rules for the forthcoming year as set out in Service Charge 2025-26

The council approves the service charges at the same time as setting rents for the forthcoming year and residents are then sent a 28-day notice confirming new rents and service charges.

To request a copy of the actual policy or to obtain further details, please contact Penge Churches Housing Association (PCHA), who will help upon enquiry.

The Anti-social Behaviour, Crime and Policing Act 2014 gives police, councils, and local agencies the power to respond quickly and effectively to anti-social behaviour and nuisance. The council is committed to ensuring residents can enjoy peace, safety, and comfort in their homes and communities.

ASB can seriously affect individuals and neighbourhoods. Penge Churches Housing Association (PCHA) manages the council’s housing stock, and residents should contact PCHA first to report any ASB. PCHA’s ASB policy defines what constitutes anti-social behaviour and nuisance, outlines the legal framework, and explains how reports will be handled.

The council works in partnership with residents and local organisations to help reduce ASB across the borough. This ASB Guidance Leaflet complies with the Neighbourhood and Community Standard set by the Regulator of Social Housing, ensuring a consistent and effective response to ASB.

To request a copy of the actual policy or to obtain further details, please contact Penge Churches Housing Association (PCHA), who will help upon enquiry.

Penge Churches Housing Association (PCHA) serves as the council’s managing agent, ensuring that properties are maintained to the required standards outlined in the management agreement. As part of this arrangement, the council has adopted PCHA’s policies on arrears management, supporting residents in meeting their financial obligations while promoting sustainable tenancies. These policies are designed to provide guidance, assistance, and clear procedures to help prevent and resolve rent arrears effectively. For further details, please refer to PCHA Rent Arrears and Other Debts Leaflet

To request a copy of the actual policy or to obtain further details, please contact Penge Churches Housing Association (PCHA), who will help upon enquiry.

The council are currently reviewing its asset management strategy to ensure we continue delivering safe, efficient, and value-for-money public services that meet the needs of our community.

Providing safe and well-maintained homes is a fundamental responsibility of the council. We regularly inspect our properties to ensure we have a detailed understanding of their condition to ensure we meet all applicable requirements. The Safety and Quality Standard sets out clear expectations around stock quality, decency, repairs and planned works. To that respect we are mindful of the regulator’s requirement in the Governance and Financial Viability Standard in relation to maintaining a thorough, accurate and up to date record of our assets and liabilities.

We regularly inspect, survey, assess and test all property components to meet relevant standards prescribed in law around:

• Gas Safety Leaflet
• Water safety
• Asbestos Safety Leaflet
• Lift safety
• Electrical installations
• Fire Safety Leaflet

The council’s managing agent Penge Churches Housing Association (PCHA) manages the councils residential housing stock ensuring the required standards are met as set out in the management agreement. Their policies around building safety have been adopted by the Council under this management agreement.

To request a copy of the actual policies or to obtain further details, please contact Penge Churches Housing Association (PCHA), who will help upon enquiry.

The council is committed to creating a secure and thriving community through a robust and comprehensive approach to crime prevention and public safety. The borough’s Crime prevention and community safety strategy provides residents with practical advice and resources—from tips on protecting your home and vehicle to guidance on avoiding scams and domestic abuse—ensuring peace of mind on every front.

In collaboration with local agencies, including the Safer Bromley Partnership, police, fire services, community groups, and our managing agent, the council works proactively to reduce crime and anti-social behaviour. Notably, our managing agent Penge Churches Housing Association (PCHA) manages our property and neighbour related ASB, DV, and Hate Crime cases as part of their management agreement.

Complaints about the provision of housing owned by the Council are governed by the Housing Ombudsman’s Complaints Handling Code. The Code was introduced as part of the Ombudsman’s powers in the revised Housing Ombudsman Scheme. The Housing Ombudsman’s Complaint Handling Code sets out good practice designed to enable landlords to respond to complaints effectively and fairly.

Key areas of the Code include:

• definition of a complaint
• an accessible 2 stage complaints procedure which describes how to complaint to Housing Ombudsman Service
• fairness in complaint handling
• putting things right when a complaint is valid
• continuous improvement through complaint handling
• demonstrating learning in annual reports
• annual self-assessment against the Code.

The Council’s managing agent Penge Churches Housing Association (PCHA) handles Stage 1 complaints and the Council handles Stage 2 complaints under the complaints process set out by  PCHA Complaints Process Leaflet

To request a copy of the actual policy or to obtain further details, please contact Penge Churches Housing Association (PCHA), who will help upon enquiry.

Where a resident is seriously inconvenienced due to disrepair, damp and mould or through the lack of a service covered by their tenancy agreement, they may be eligible for compensation. Penge Churches Housing Association (PCHA) manages our homes, and they will award compensation where it is deemed necessary under their own compensation scheme which we have adopted.

To request a copy of the actual policy or to obtain further details, please contact Penge Churches Housing Association (PCHA), who will help upon enquiry.

The council’s vision is presented in our corporate strategy document Making Bromley Even Better (corporate strategy) London Borough of Bromley

The council believes everyone has the right to live free from abuse or violence. Domestic abuse can affect anyone, regardless of background or identity.

As the council’s housing stock is managed by Penge Churches Housing Association (PCHA), they take the lead in responding to domestic abuse concerns on our behalf.

Under the Neighbourhood and Community Standard, housing providers must work with partner agencies to tackle domestic abuse and ensure residents can access appropriate support.

PCHA has a dedicated domestic abuse policy, aligned with the Domestic Abuse Act 2021, which defines abuse and outlines how cases will be handled sensitively and effectively.

To request a copy of the actual policy or to obtain further details, please contact Penge Churches Housing Association (PCHA), who will help upon enquiry.

We take data privacy seriously. For further details please see The council’s Privacy notice - Subject Access Requests, Privacy and Cookies Statements

As part of the council’s commitment to tackling climate change and improving energy efficiency, we are actively improving our housing stock and to reduce carbon emissions across the borough. A key focus of this strategy is improving the energy performance of our homes. We are proud to report that the average Energy Performance Certificate (EPC) rating of our housing is currently at a C grade, reflecting significant progress in insulation, heating efficiency, and sustainable energy use. We continue to invest in improvements to ensure our homes are warmer, more affordable to heat, and aligned with our net zero ambitions. Please see the council’s Sustainability - what we are doing for further information.

In Bromley everyone is part of our borough. We are proud to have a culture and history that excites and a diverse and evolving population. We are proudly building a progressive and inclusive community and equity in opportunities and access. We welcome everyone and want everyone to feel welcome. Everyone who is part of the council puts equality and equity at the heart of their day-to-day work and when they make decisions. This applies to everything we do as an employer, a service provider, a commissioner of services, a regulator and inspector, and as a community leader. For further information please see Equality and diversity – London Borough of Bromley

The council is committed to providing an excellent service to all residents, ensuring they feel valued and respected. In cases where tenancy breaches occur, Penge Churches Housing Association (PCHA) serves as our managing agent, the council has formally adopted PCHA’s policies, which prioritise support for residents in addressing issues and preventing eviction wherever possible.

To request a copy of the actual policy or to obtain further details, please contact Penge Churches Housing Association (PCHA), who will help upon enquiry.

To ensure a fair and reliable service, the council has introduced the following policies for residents connected to our heat network:

• Debt Management – Support for managing unpaid bills.
• Heat Network Complaints – A clear process for raising and resolving concerns.
• Compensation – When and how compensation may be offered.
• Vulnerable Customers & PSR – Extra help for residents with specific needs.
• Communications – Keeping you informed with clear, timely updates.

London Borough of Bromley Heat Network Policies (Draft) August 2025 (DOCX - 168.26 KB)

These policies are here to support you and ensure transparency in how we deliver your heat supply.

Heat Network Priority Services Register (PSR) application form

The council facilitate the mutual exchange process to ensure a seamless transition for residents wishing to exchange properties with another council or housing association tenant. Penge Churches Housing Association (PCHA) serves as our managing agent, the council has formally adopted PCHA’s policies for this process. Residents seeking to engage in a mutual exchange are advised to contact PCHA for comprehensive guidance and assistance throughout the process.

To request a copy of the actual policy or to obtain further details, please contact Penge Churches Housing Association (PCHA), who will help upon enquiry.

The council’s Neighbour Strategy is a joined-up approach that aligns with the borough’s Local Plan , Housing strategy , and Safer Bromley Partnership to support safe, inclusive, and sustainable communities. By integrating strategic planning, housing development, and community safety, the strategy ensures that neighbourhoods are not only well-designed and accessible but also resilient and secure. The Local Plan sets the framework for sustainable growth and infrastructure, while the  Housing strategy addresses the need for quality, affordable homes that meet the diverse needs of residents. Complementing these, the Safer Bromley Partnership works collaboratively to reduce crime and anti-social behaviour, enhancing the overall quality of life. Together, these initiatives support a shared vision of thriving neighbourhoods where residents feel safe, supported, and connected.

The council’s managing agent Penge Churches Housing Association (PCHA) manages the councils residential housing stock ensuring the required standards are met as set out in the management agreement. Their policies and processes around Planned Maintenance have been adopted by the council under this agreement. For guidance please see PCHA Repairs and Maintenance Service Leaflet

The council’s managing agent Penge Churches Housing Association (PCHA) manages the councils residential housing stock ensuring the required standards are met as set out in the management agreement. As part of this arrangement the council has formally adopted their Vulnerability Policy 2025. This policy outlines how services should be tailored to meet the needs of residents who may be vulnerable due to disability, health conditions, or personal circumstances. It includes a commitment to making reasonable adjustments, ensuring that no resident is placed at a disadvantage when accessing housing services. Through this approach, the council aims to provide fair, inclusive, and responsive support to help residents sustain their tenancies and live independently.

To request a copy of the actual policy or to obtain further details, please contact Penge Churches Housing Association (PCHA), who will help upon enquiry.

The council is committed to ensuring fair and transparent rent and service charge policies that align with regulatory requirements and support sustainable housing services. Rent and service charges are reviewed and set in accordance with established guidelines, taking into consideration affordability, operational costs, and government regulations. For full details on the rent and service charge setting process, please refer to the following policy.

New policy under review.

The council’s managing agent Penge Churches Housing Association (PCHA) manages the councils residential housing stock ensuring the required standards are met as set out in the management agreement. Their policies and processes around Repairs and Maintenance have been adopted by the council under this agreement. For guidance please see PCHA Repairs and Maintenance Service Leaflet

To request a copy of the actual policy or to obtain further details, please contact Penge Churches Housing Association (PCHA), who will help upon enquiry.

The council’s managing agent Penge Churches Housing Association (PCHA) manages the councils residential housing stock ensuring the required standards are met as set out in the management agreement. PCHA manage relationships with our residents they regularly seek the views of our residents on policies and other matters through a variety of means including the newsletters, website and Facebook/social media. For further information please review PCHA Resident Engagement and Involvement Leaflet.

The council’s managing agent Penge Churches Housing Association (PCHA) manages the councils residential housing stock ensuring the required standards are met as set out in the management agreement. Their policies and processes around Safeguarding have been adopted by the council under this agreement.

To request a copy of the actual policy or to obtain further details, please contact Penge Churches Housing Association (PCHA), who will help upon enquiry.

Alternatively, please see below our safeguarding webpages for guidance

• Safeguarding adults – London Borough of Bromley
• Safeguarding children – London Borough of Bromley

We are currently reviewing our Stock Investment Policy to ensure our approach to maintaining and improving council-owned homes remains strategic, sustainable, and responsive to the needs of our residents. This review supports our commitment to delivering safe, high-quality housing through targeted investment, efficient asset management, and long-term value for money.

The council’s Tenancy Appeal Process ensures tenants have a clear and fair procedure to challenge tenancy-related decisions. This process outlines the steps for submitting an appeal, the review process, and the support available to tenants throughout. Penge Churches Housing Association (PCHA) serves as our managing agent and manages the appeals process on our behalf. Residents seeking to appeal are advised to contact PCHA for guidance and assistance throughout the process.

The council is dedicated to maintaining fair and effective tenancy management, ensuring that all tenants receive appropriate guidance and support throughout their tenancy. Our policies are designed to uphold the integrity of our housing services, safeguard tenants' rights, and provide clear procedures for key tenancy matters. The council’s managing agent Penge Churches Housing Association (PCHA) manages the councils residential housing stock ensuring the required standards are met as set out in the management agreement.

• Decant Procedures
• Tenancy Sustainment
• Fraud Management
• Former Tenant Debt
• Right to Buy
• Successions

For further details, please refer to our Tenancy Management Policy 2023 – London Borough of Bromley

The council’s tenancy strategy sets out our approach to managing local housing needs, ensuring fair access, sustainability, and tenant support. This document provides clear guidance on tenancy policies, helping to create stable communities while promoting responsible tenancy management. Bromley Council's Tenancy Strategy 2023 - 2028