Trust and safety

This page describes our expectations in a housing and community context. It sits alongside our Terms and conditions and Privacy policy.

Our commitment

Aalay Housing provides social and supported housing, temporary accommodation and related property management in partnership with local authorities, housing associations, registered providers and charities. Our priority is safe, decent, well-managed homes — clear standards, honest communication, and action when something is wrong. Trust is built through consistent delivery, not slogans.

What we expect from everyone

We expect residents, visitors, landlords and partners to act lawfully and treat others with respect. The following are not acceptable in connection with homes we manage or services we provide:

• Unaddressed hazards — serious fire, gas or electrical risks, or structural or damp issues that put people at risk and are not dealt with promptly.
• Violence, threats, harassment — including hate-based or discriminatory behaviour towards residents, staff, contractors or neighbours.
• Antisocial behaviour — persistent noise, intimidation or conduct that unreasonably affects neighbours or the community.
• Illegal activity on the premises or misuse of our systems (including fraudulent information).
• Obstructing safety access — refusing reasonable access for statutory checks, repairs or emergencies without good reason.

We investigate reports fairly. Depending on the facts, we may work with partner organisations, adjust management arrangements, or — where agreements allow — end a placement or our relationship with a landlord who cannot meet required standards. Serious matters may be referred to the police, social services or other agencies.

For residents

Homes that meet the bar before you move in

Properties we bring forward for social or temporary accommodation should be described accurately and meet our quality and safety expectations before someone moves in. Key information (location, suitability, access, house rules) should be clear so you know what to expect.

Communication and ongoing management

You should know how to reach us for repairs, safety concerns and general enquiries — including out-of-hours routes where we provide them. Placements may be arranged through a partner; we still aim for clarity on who does what so you are not passed endlessly between organisations.

When something is wrong

If there is a maintenance issue, a safety concern or a dispute — tell us as soon as you can via our contact page or the channel we have given you. We take reports seriously and will respond in line with our policies and legal duties.

Practical safety tips

• Read the information pack or house rules for your home when you move in.
• Know how to contact us or the emergency services and keep key numbers accessible.
• Familiarise yourself with fire exits, smoke alarms and any shared fire instructions.
• Report faults, damage or safety concerns promptly — small issues are easier to fix before they escalate.

For landlords and partners

Clear expectations for placements

We work with referrers and partners so that expectations for each placement are understood — including management responsibilities, reporting lines and what happens if standards slip. We communicate house rules and operational requirements so residents and owners know their roles.

Property standards and compliance

Homes must be safe, legally compliant where required (including fire, gas and electrical safety as applicable), and maintained so they remain fit for residents. We expect transparency on defects, access for inspections, and cooperation when urgent work is needed.

Accountability

We keep partners informed about management activity, serious incidents and compliance matters as agreed. You can raise concerns with us at any time through our contact page.

Property safety standards

Homes we list or manage must meet our safety expectations. In England and Wales this typically includes (where applicable):

• Fire safety: compliance with applicable law (for example the Regulatory Reform (Fire Safety) Order 2005 where it applies to the premises), working detection and warning where required, clear escape routes, and any required assessments or certifications for the building type.
• Gas and electrical safety: gas appliances installed and maintained safely with records where legally required; electrical installations and equipment safe for continued use (including EICR or other checks where applicable).
• Security and access: secure doors and windows; access information shared only with those who need it for the placement.
• Condition and hygiene: homes clean and free from hazards at handover; damp and damage addressed so they do not harm health.

We may request evidence of compliance (for example gas safety records, electrical certificates, fire risk assessments). Properties that do not meet required standards may be withdrawn or remediated before use.

Reporting concerns and emergencies

Non-urgent: use our contact page or the process we have given you. We aim to respond promptly during business hours.

Emergency (immediate danger to life or property): call the emergency services on 999 (UK), then notify us or your partner contact as soon as it is safe to do so.

We do not tolerate retaliation against anyone who raises a concern in good faith. Reports are handled confidentially where possible and in line with data protection law and safeguarding duties.

Updates to this page

We may update this page to reflect our practices, partner requirements or changes in law. The current version is always published here with a “Last updated” date.

Last updated: March 2026.