Repairs policy

This policy explains how we manage daily repair requests to ensure high- quality service, keeping homes safe and well-maintained. It connects with other maintenance activities like servicing and planned maintenance.

Rent setting

The rent we charge covers the use and occupation of your home. All the rents we collect go towards maintaining your home and any extra services we provide such as running our contact centre and providing financial advice and support.

Equality, diversity and inclusion policy

This policy outlines our commitment to equality, diversity and inclusion at Magna. This policy applies to our colleagues, customers and anyone else with whom we interact.

Charges, rents & sinking funds for homeowners

As a homeowner, you will pay a ground rent and a specified rent. If we provide you with services that you share with more than one property, a service charge will also apply. The payment of rent and any service charges is covered in your lease. You may also contribute towards a sinking fund if any common parts will require replacement over time.

Your lease explained

This section explains in simple terms the provisions of the lease. It is a guide only and is not a legally binding document.

Maintenance and repairs for homeowners

This section provides general guidance on responsibilities for maintenance and repairs. Your lease will tell you what part Magna will play in the maintenance of your property.

Rent setting, service charges and sinking funds policy

This policy outlines how our rent is calculated, set, and reviewed, and what service charges and sinking funds are, how we calculate and apply them, and our responsibilities surrounding them.

Customer complaints policy

This policy explains how we’ll make it easy for our customers to tell us when things have gone wrong, how we will try to find a resolution and our approach to compensation.

Empty homes and lettings policy

We are committed to meeting local housing needs and to providing safe, secure and high-quality homes for our customers. This policy covers the work we do to get empty homes ready to be lived in again, and our approach to letting them.

Tenancy management policy

This policy outlines how we will provide our tenancy management service in line with our responsibilities, and covers a number of key areas of tenancy management.

Access and customer care policy

This policy outlines what means we will provide to enable customers to get in touch with us and access our services.

Aids and adaptations policy

We offer homes to be proud of with a choice of facilities and services that are tailored to individuals as their lives change. The safety of our customers is our main priority. Sometimes an adaptation or specialist equipment is needed to achieve this.

Shared ownership sales policy

This policy outlines how our shared ownership homes are sold and financially assessed, some of the criteria shared owners need to meet to be eligible, and more.

Gas, oil and solid fuel safety policy

Our approach to managing the risk of gas, oil and solid fuel safety is central to ensuring the safety of our customers, colleagues and others who work with us.

Legionella policy

The purpose of this policy is to set out the principles that shape our legionella safety standards and procedures.

Lift Policy

The purpose of this policy is to set out the principles that shape our lift safety standards and procedures.

Smoke and carbon monoxide detector policy

This policy sets out our approach to the provision, maintenance, repair and testing of smoke detectors, and to the provision of information and advice about fire safety and smoke detectors.

Awaab’s Law

A new set of government rules called Awaab’s Law come into effect on 27 October 2025. The law sets rules for how quickly we need to deal with emergency and serious health and safety problems in your home, and how we keep you updated.