Important Information and Documents

Here you will find a vast array of useful and important information about your rights and responsibilities as an Isos customer. See how we are performing across our housing and community services, read customer policies relevant to you, or download one our many advice leaflets.

Our most frequently asked for documents, leaflets, and magazines are available to read and download below.

If what you’re looking for isn’t in this library, you can request a document by emailing info@isoshousing.co.uk, calling 0300 300 1505, or writing to the Strategy and Business Improvement team at:

Isos Housing Group
Number Five Gosforth Park Avenue
Gosforth Business Park
Newcastle upon Tyne
NE12 8EG

Twisting Ducks' Tenants' Handbook

Twisting Ducks' Tenants' Handbook, with sign language.

Twisting Ducks are a theatre group making accessible drama for people with learning disabilities and the wider community

Twisting Ducks' Tenants' Handbook

Twisting Ducks' Tenants' Handbook - Full Length Version.

Twisting Ducks are a theatre group making accessible drama for people with learning disabilities and the wider community

Customer Information & Advice

The Noise App - Apple device issues

Size - 139K
The Noise App - Apple device issues

Karbon Homes - Planned Maintenance

Size - 2500K
Karbon Homes - Planned Maintenance

iFund - Applicant's Guidance Pack (Karbon)

Size - 863K
iFund - Applicant's Guidance Pack (Karbon)

Karbon Homes Tenants' Handbook

Size - 125K
Karbon Homes Tenants' Handbook

Anti-social behaviour survey results

Size - 668K
Anti-social behaviour survey results

Annual Report to Tenants 2015 – 2016

Size - 2585K
Annual Report to Tenants 2015 – 2016

The Noise App User Guide

Size - 269K
The Noise App User Guide

Simple Insurance - Policy Wording Guide

Size - 851K
Simple Insurance - Policy Wording Guide

Simple Insurance - Online Application Form

Size - 1308K
Simple Insurance - Online Application Form

Simple Insurance - Application Form

Size - 1441K
Simple Insurance - Application Form

Section 20 Consultation Procedures

Size - 243K
Read how Isos must consults with leaseholders.

Leasehold Extra Care & Repair Service

Size - 291K
For complete peace of mind on repairs and maintenance, call Isos Property Services.

Alarms and Safety aids

Size - 1859K
Feel safe and confident in your home with our Warden Call Alarm service.

Universal Credit - A quick guide

Size - 1543K
A quick guide to Universal Credit

Sheltered Housing and you - What you can expect

Size - 2068K
Sheltered Housing and you - What you can expect

A Guide to Solid Fuel Safety

Size - 639K
A Guide to Solid Fuel Safety

A Guide to Gas Safety

Size - 541K
A Guide to Gas Safety

Accessible homes for older residents

Size - 2311K
Accessible homes for older residents

End of Tenancy Guidance

Size - 1536K
End of Tenancy Guidance

Supported housing - learning disability

Size - 1408K
Supported housing - learning disability

Isos Green Guide 2015

Size - 1100K
Isos Green Guide 2015

Condensation and Mould - Information and advice

Size - 1101K
Condensation and Mould - Information and advice

iWitness leaflet

Size - 118K
iWitness leaflet

Universal credit - guide

Size - 1348K
Universal credit - guide

Social fund - guide

Size - 1629K
Social fund - guide

Employment and support allowance - guide

Size - 1438K
Employment and support allowance - guide

Direct Debit - A quick guide

Size - 1334K
A Quick Guide to Bank Accounts and Direct Debits

Bedroom Tax - Information and Advice

Size - 1340K
A Quick Guide to the ‘Bedroom Tax’ and Changes of Circumstances

Sheltered Housing Brochure

Size - 4646K
Sheltered Housing Brochure

The Manors Brochure

Size - 1289K
The Manors Brochure

Safe & Sound: Solid fuel

Size - 93K
Safe & Sound: Solid fuel

Safe & Sound: Gas

Size - 95K
Safe & Sound: Gas

Leasehold Handbook

Size - 1084K
Leasehold Handbook

Guide to Gas Safety

Size - 541K
Guide to Gas Safety

Guide to Solid Fuel Safety

Size - 639K
Guide to Solid Fuel Safety

Planned maintenance 2012 - 2016

Size - 1794K
Planned maintenance for Isos communities

Magazines & Newsletters

Project News - Summer 2017

Size - 3662K
Project News - Summer 2017

Space & Place (Issue 22 - Summer 2017)

Size - 1964K
Space & Place (Issue 22 - Summer 2017)

Space and Place (Issue 21 - Spring 2017)

Size - 947K
Space and Place (Issue 21 - Spring 2017)

Isos Leaseholder News - Issue 6

Size - 2452K
Isos Leaseholder News - Issue 6

Isos Leaseholder News - Issue 7

Size - 1819K
Isos Leaseholder News - Issue 7

Space & Place (Issue 20 - Winter 2016)

Size - 890K
Space & Place (Issue 20 - Winter 2016)

Space & Place (Issue 19 - Summer 2016)

Size - 1337K
Space & Place (Issue 19 - Summer 2016)

Space & Place (Issue 18 - Spring 2016)

Size - 2892K
Space & Place (Issue 18 - Spring 2016)

Space & Place (Issue 17 - December 2015)

Size - 3238K
Space & Place (Issue 17 - December 2015)

Space & Place (Issue 16 - Autumn 2015)

Size - 1430K
Space & Place (Issue 16 - Autumn 2015)

Space & Place (Issue 15 - Summer 2015)

Size - 3550K
Space & Place (Issue 15 - Summer 2015)

Space & Place (Issue 14 - Spring 2015)

Size - 3231K
Space & Place (Issue 14 - Spring 2015)

Space & Place (Issue 13 - Winter 2014)

Size - 3533K
Space & Place (Issue 13 - Winter 2014)

Space & Place (Issue 12 - Autumn 2014)

Size - 1486K
Space & Place (Issue 12 - Autumn 2014)

Space & Place (Issue 11 - Summer 2014)

Size - 2372K
Space & Place (Issue 11 - Summer 2014)

Space & Place (Issue 10 - Spring 2014)

Size - 3916K
Space & Place (Issue 10 - Spring 2014)

Space & Place (Issue 9 - Winter 2013)

Size - 1582K
Space & Place (Issue 9 - Winter 2013)

Space & Place (Issue 8 - Autumn 2013)

Size - 4145K
Space & Place (Issue 8 - Autumn 2013)

Space & Place (Issue 7 - Summer 2013)

Size - 4337K
Space & Place (Issue 7 - Summer 2013)

Space & Place (Issue 6 - Spring 2013)

Size - 1484K
Space & Place (Issue 6 - Spring 2013)

Space & Place (Issue 5 - Winter 2012)

Size - 2647K
Space & Place (Issue 5 - Winter 2012)

Space & Place (Issue 4 - Autumn 2012)

Size - 1345K
Space & Place (Issue 4 - Autumn 2012)

Space & Place (Issue 3 - Summer 2012)

Size - 2326K
Space & Place (Issue 3 - Summer 2012)

Space & Place (Issue 2 - Spring 2012)

Size - 1597K
Space & Place (Issue 2 - Spring 2012)

Space & Place (Issue 1 - Winter 2011)

Size - 1945K
Space & Place (Issue 1 - Winter 2011)

Isos Leaseholder News - Issue 5

Size - 418K
News, information, and advice for Isos leaseholders

Isos Leaseholder News - Issue 4

Size - 1683K
News, information, and advice for Isos leaseholders

Isos Leaseholder News - Issue 3

Size - 723K
News, information, and advice for Isos leaseholders

Isos Leaseholder News - Issue 2

Size - 388K
News, information, and advice for Isos leaseholders

Isos Leaseholder News - Issue 1

Size - 564K
News, information, and advice for Isos leaseholders

Cash Points - Spring 2016

Size - 2168K
A guide to managing you money

Cash Points - Spring 2014

Size - 547K
A guide to managing you money

Customer Policies

Lettable standard

Size - 291K
Lettable standard

Tenancy Policy

Size - 75K
Tenancy Policy

Tenancy Fraud Policy

Size - 53K
Tenancy Fraud Policy

Succession Policy

Size - 95K
Succession Policy

Starter Tenancy Policy

Size - 32K
Starter Tenancy Policy

Pets Policy

Size - 42K
Pets Policy

Anti-Social Behaviour Policy

Size - 199K
Anti-Social Behaviour Policy

Aids and Adaptations Policy

Size - 101K
Aids and Adaptations Policy

Affordable Rent Policy

Size - 36K
Affordable Rent Policy

Benefits & Money

Cash Points - Spring 2016

Size - 2168K
A guide to managing you money

Universal Credit - A quick guide

Size - 1543K
A quick guide to Universal Credit

Universal credit - guide

Size - 1348K
Universal credit - guide

Social fund - guide

Size - 1629K
Social fund - guide

Employment and support allowance - guide

Size - 1438K
Employment and support allowance - guide

Direct Debit - A quick guide

Size - 1334K
A Quick Guide to Bank Accounts and Direct Debits

Cash Points - Spring 2014

Size - 547K
A guide to managing you money

Performance

RAP - Anti-social behaviour improvement plan

Size - 76K
RAP - Anti-social behaviour improvement plan

RAP - Anti-social behaviour report

Size - 104K
RAP - Anti-social behaviour report

Anti-social behaviour survey results

Size - 668K
Anti-social behaviour survey results

Annual Report to Tenants 2015 – 2016

Size - 2585K
Annual Report to Tenants 2015 – 2016

Customer Satisfaction Results Jan-March 2015

Size - 27K
Customer Satisfaction Results Jan-March 2015

Customer Satisfaction Results Oct-Dec 2014

Size - 26K
Customer Satisfaction Results Oct-Dec 2014

Tenants' 'Promises' 6 month update

Size - 78K
Tenants' 'Promises' 6 month update

Customer Satisfaction Results July-Sep 2014

Size - 25K
Customer Satisfaction Results July-Sep 2014

Repairs Process Customer Satisfaction review

Size - 52K
Repairs Process Customer Satisfaction review

Lettings Process Customer Satisfaction review

Size - 51K
Lettings Process Customer Satisfaction review

Customer Service Standards

Size - 244K
Customer Service Standards

Isos Customer Promises 2013

Size - 416K
Our promises to you in 2012/13

Service Standards April 2014

Size - 119K
Service Standards April 2014

Corporate

Isos (Karbon) VFM Self-Assessment 2016/17

Size - 3800K
Isos (Karbon) VFM Self-Assessment 2016/17

Isos Financial Statements 2016/17

Size - 4141K
Isos Financial Statements 2016/17

Equality and Diversity Annual Report 2016-17

Size - 1212K
Equality and Diversity Annual Report 2016-17

Karbon Environmental Information Requests

Size - 1228K
Karbon Environmental Information Requests

Isos Group Complaints policy

Size - 209K
Isos Group Complaints policy

Karbon Homes - Interim Strategic Plan 2017-18

Size - 285K
Karbon Homes - Interim Strategic Plan 2017-18

Karbon Homes - Tenancy Policy

Size - 75K
Karbon Homes - Tenancy Policy

Karbon Homes - Succession Policy

Size - 74K
Karbon Homes - Succession Policy

Karbon Homes - Assignment Mutual Exchange Policy

Size - 79K
Karbon Homes - Assignment Mutual Exchange Policy

Karbon Homes ASB Policy

Size - 79K
Karbon Homes ASB Policy

Director of Customer Services Job Advert

Size - 876K
Director of Customer Services Job Advert

Cestria Tenants Annual Report 2015-2016

Size - 2104K
Cestria Tenants Annual Report 2015-2016

Annual Report to Tenants 2015 – 2016

Size - 2585K
Annual Report to Tenants 2015 – 2016

Isos VFM Self-Assessment 2015/16

Size - 3833K
Isos VFM Self-Assessment 2015/16

Isos Financial Statements 2015/16

Size - 1214K
Isos Financial Statements 2015/16

Governance Structure Chart 2016

Size - 63K
Governance Structure Chart 2016

Service Delivery Performance 2015

Size - 540K
Service Delivery Performance 2015

Isos Financial Statements 2015

Size - 3302K
Isos Financial Statements 2015

Isos VFM Self-Assessment 2014/15

Size - 855K
Isos VFM Self-Assessment 2014/15

Single Equality Scheme - Annual Update Report

Size - 83K
Single Equality Scheme - Annual Update Report

Statement of Preferred Board Composition

Size - 272K
Statement of Preferred Board Composition

Isos Financial Statement 2014

Size - 325K
Isos Financial Statement 2014

Environmental Sustainability Action Plan

Size - 188K
Environmental Sustainability Action Plan

Environmental Sustainability Strategy

Size - 342K
Environmental Sustainability Strategy

Single Equality Scheme Brochure

Size - 2875K
Single Equality Scheme Brochure

IsosPlus

Size - 298K
Staff benefits

Planned maintenance 2012 - 2016

Size - 1794K
Planned maintenance for Isos communities

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