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:
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:
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:
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 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.
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
Aids and Adaptations
Allocation and Lettings Policy
Annual Service Charge Setting and Policy
Anti-Social Behaviour
Arrears Management
Asset Management Strategy
Building Safety and Technical Compliance
Community Safety Policy
Complaints
Compensation
Corporate Plan (Vision and Values)
Domestic Abuse
Data Protection and Confidentiality
Decarbonisation and EPC Strategy
Equality, Diversity and Inclusion (EDI) Policy
Eviction Policy
Heat Network Policies
Mutual Exchange
Neighbourhood Strategy
Planned Maintenance Policy
Reasonable Adjustments Policy
Rent and Service Charge Setting Policy
Repairs and Maintenance Policy
Resident Engagement Strategy
Safeguarding
Stock Investment Policy
Tenancy Appeal Process
Tenancy Management Policy
Tenancy Strategy
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