Equality & Diversity Policy

​

Silver Oak Property Limited is committed to providing services fairly, respectfully and without discrimination to all service users, including prospective contract-holders, current contract-holders and landlords.

This policy applies to all aspects of the business, including marketing, enquiries, applications, referencing, occupation contracts, property management, maintenance, and complaint handling.

1. Legal Framework

This policy is guided by the following legislation:

• Equality Act 2010

• Renting Homes (Wales) Act 2016

• Housing (Wales) Act 2014

• Consumer Protection from Unfair Trading Regulations 2008

Silver Oak Property complies with all protected characteristics under the Equality Act 2010, which include:
age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.

2. Our Commitments

Silver Oak Property will:

• Provide services in a fair, consistent and inclusive manner.

• Treat all service users with dignity and respect.

• Ensure no one receives less favourable treatment due to a protected characteristic.

• Make reasonable adjustments where possible for service users with disabilities or additional needs.

• Advertise and present properties in a way that is accessible and non-discriminatory.

• Assess tenancy applications based solely on objective criteria such as affordability, references and suitability, never on personal characteristics.

• Provide information in clear, accessible formats when requested.

• Challenge discriminatory behaviour if it arises in any part of the lettings or management process.

3. Accessibility & Reasonable Adjustments

Where possible, Silver Oak Property will:

• Provide information in alternative formats (e.g., large text, simplified text, email instead of phone).

• Arrange viewings at suitable times for applicants with accessibility needs.

• Communicate via preferred contact method where reasonable.

• Allow support workers, carers or interpreters to participate in viewings or meetings if required.

4. Contractor and Third-Party Expectations

All contractors instructed by Silver Oak Property are expected to:

• Treat contract-holders and landlords fairly and respectfully.

• Avoid discriminatory language or behaviour.

• Carry out work without bias or prejudice.

• Follow health & safety and safeguarding standards when visiting properties.

5. Monitoring & Review

Silver Oak Property will regularly review this policy to ensure it remains effective and compliant with current legislation. Any changes in law or best practice will be incorporated.

6. How Service Users Are Informed

This policy is communicated to all service users by:

• Inclusion in the Landlord Instruction Form

• Inclusion in the tenancy application form

• Inclusion in the welcome email sent before the occupation contract starts

• Being available upon request at any time

7. Complaints

If any service user believes they have been treated unfairly or discriminated against, they may raise a complaint through the Silver Oak Property Complaints Procedure. If they are not satisfied with the final response, they may escalate the matter to the Property Redress Scheme (PRS), the approved redress scheme for Silver Oak Property.

If you want, I can also create:

• A one-page summary version

• A PDF version

• A version formatted for your Wix website

• Wording to add to your application forms and landlord instruction forms

Just tell me what you need.