NAH aims to provide maximum access to its services for eligible households.

When responding to, and managing requests for housing services, NAH wants applicants to be confident that their needs and issues have been understood, and that the decisions we make about household eligibility and the allocation of housing services are fair and consistent, and in line the eligibility requirements of our funders.

We will apply an empathetic, consistent, and systematic approach (reflecting our Social Housing Service Model guidelines) to:

• respond quickly and appropriately to each new contact with our service, and to new contact requests from former or existing residents
• ensure our processes for assessing eligibility and allocating services are inclusive and transparent;
• make appropriate referrals for those who are ineligible for our housing services or who require the services of other agencies; • monitor application and allocation processes.

We will select residents openly and fairly, basing selection on an assessment process that considers individual housing needs and “matches for success”. NAH is committed to supporting eligible households for the duration of their need, while also ensuring housing is provided to those in greatest need. Consequently, we will conduct annual reviews of resident households’ continuing needs and, if required, will assist ineligible households to exit into alternative pathways of appropriate accommodation.