Equality and Diversity Policy
1. Purpose of this Policy
The Letting Station is committed to providing fair, inclusive and accessible services to all prospective contract-holders, contract-holders and landlords.
This policy sets out how we ensure equality of opportunity, prevent discrimination and comply with our duties under the Equality Act 2010 and relevant Welsh housing legislation.
2. Our Legal and Regulatory Duties
We comply with:
Equality Act 2010
Housing (Wales) Act 2014
Renting Homes (Wales) Act 2016
Rent Smart Wales Code of Practice
Consumer Rights Act 2015
We recognise our responsibility to prevent unlawful discrimination, harassment and victimisation at every stage of the lettings and property management process.
3. Protected Characteristics
We do not discriminate against anyone based on the protected characteristics set out in the Equality Act 2010:
Age
Disability
Gender reassignment
Marriage and civil partnership
Pregnancy and maternity
Race (including colour, nationality and ethnic origin)
Religion or belief
Sex
Sexual orientation
This applies to all applicants, contract-holders, landlords, staff and third-party contractors.
4. Commitment to Fair Treatment
We will ensure that:
All marketing, enquiries, viewings, referencing and contract decisions are based on lawful and objective criteria only.
We do not use exclusionary or discriminatory advertising (for example: “No DSS”, “No Families”, “Professionals Only”, “No Children”).
All applicants are considered consistently using transparent and documented criteria.
Reasonable adjustments are offered and considered for anyone with a disability or additional needs.
Communications are provided in accessible formats upon request (large print, email, third-party representative etc.).
We treat all customers with dignity, courtesy and impartiality.
5. Preventing Discrimination in Practice
5.1 Marketing and Advertising
We ensure property listings use neutral, inclusive language.
No advert will imply preference or exclusion of any protected group.
Images will be appropriate and reflective of diverse contract-holders where applicable.
5.2 Enquiries and Viewings
Viewing slots are allocated on an equal basis.
Staff will not make assumptions about suitability based on personal characteristics.
Staff will receive guidance on inclusive customer service.
5.3 Referencing and Affordability
Affordability assessments are based solely on financial criteria, not protected characteristics.
Requirements (e.g. guarantors) are applied consistently.
We do not require higher deposits or alternative terms for protected groups.
5.4 Contract Decisions
Decisions are based on referencing results, affordability, availability and legitimate business interests only.
All decisions are recorded to demonstrate fairness and transparency.
5.5 Property Management
Repairs and maintenance requests are prioritised based on urgency, not on who the contract-holder is.
Contractors are expected to follow this policy and treat all customers fairly.
Any discriminatory behaviour by contractors is treated as a breach of agreement.
6. Reasonable Adjustments
Where a customer has a disability or specific need, we will consider reasonable adjustments including:
Allowing a representative to communicate on their behalf
Providing information in large print, plain English or alternative formats
Adjusting appointment times or locations
Offering flexible communication methods (email, telephone, SMS)
Allowing longer viewing or meeting times
Requests will always be handled sensitively, confidentially and without disadvantage.
7. Staff Responsibilities and Training
All staff receive induction training covering equality, diversity and the Equality Act 2010.
Annual refresher training is provided to maintain awareness and compliance.
Breaches of this policy may be treated as a disciplinary matter.
Managers monitor decisions to ensure consistency and prevent discriminatory practice.
8. Monitoring and Review
Complaints and customer feedback are monitored for equality-related trends.
Lettings outcomes may be sampled to ensure decisions are fair and unbiased.
This policy is reviewed annually by the Director or sooner if legislation or RSW requirements change.
9. Complaints
If a customer feels they have been treated unfairly or discriminated against, they may raise a complaint through our Complaints Handling Procedure.
If they remain dissatisfied after the internal process, they may escalate to our redress scheme:
The Property Redress Scheme (PRS)
Website: www.theprs.co.uk
Email: [email protected]
Telephone: 0333 321 9418
10. Policy Oversight
Overall responsibility for this policy lies with:
Andrew Gregory
Managing Director
The Letting Station
238 Whitchurch Road
Cardiff
CF14 3ND
Email: [email protected]
11. Review History
Policy reviewed: December 2025