Customer policies
We’ve made it easy to find the information that matters most to customers. From policies to helpful guides, everything you need is just a click away. Can’t spot what you’re after? Let us know—we’re here to help.
Remedies Policy
If things don’t go to plan, we take responsibility and act quickly to put them right. Our Remedies Policy outlines how we assess complaints fairly and transparently, and the steps we take to resolve issues -whether that’s fixing a service failure, offering a goodwill gesture, or providing compensation.
Repairs Policy
Sparrow aims to provide high quality homes for our customers to enjoy but we understand that from time to time repairs will be required to the blocks we own and manage.
Service Charge Policy
This policy sets out Sparrow's approach to service charges. It explains the legal and policy background and describes how service charges are set and apportioned between properties and customers.
Unacceptable Behaviour
This policy is about setting clear boundaries, supporting wellbeing, and standing by our values of kindness and respect.
Vulnerable Customers Policy
This policy aims to ensure that all customers have equal access to Sparrow services and that we identify, understand, and respond to their needs, supporting them to thrive in their homes and communities Vulnerable Customers Policy.