CWE-HTE-02
Compassion, Welfare & Environment
Housing & Tenancy Excellence
CORE
Excellence
v2.9.7
Fair & Transparent Tenancy Management
Assesses whether the processes for allocating housing, managing tenancies, handling rent, and resolving disputes are fair, transparent, and legally compliant. The approach must reflect Islamic principles of justice (ʿAdl), compassion (Raḥmah), and the balance of benefit and liability (Al-Kharāj bi al-Ḍamān), ensuring statutory repair duties are met and eviction is a strictly governed last resort.
Assessment Questions
- Does the organization have a published Allocations Policy with explicit conflict-of-interest controls and an appeals mechanism?
- Can you demonstrate a 'Hardship Protocol' that mandates affordability assessments and support steps before legal action on arrears?
- Is there a Housing Ombudsman Code-compliant complaints process, and is an annual self-assessment reported to the board?
- How does the organization ensure 'Sulḥ' (amicable settlement) is attempted before formal legal disputes?
- Does an Eviction Review Panel (or equivalent) sign off on proportionality and legal compliance before any notice of seeking possession is served?
Evidence Requirements
- Allocations Policy (published) with COI declaration forms and audit records.
- Tenancy Start Pack contents (Agreement, Handbook, Key Terms Summary).
- Rent & Affordability SOP including Hardship/Arrears Protocol.
- Complaints Policy & Annual Self-Assessment against Ombudsman Code.
- Anonymized records of Dispute Resolution/Mediation (Sulḥ) outcomes.
- Eviction Review Panel terms of reference and redacted decision logs.
- Reasonable Adjustments Policy and log of adjustments made.
- Data Protection documents: Privacy Notices, ROPA, and Retention Schedule.
Scoring Guidelines
| Level | Rating | Description |
|---|---|---|
| 5 | 5/5 | Exemplary: Leader in ethical tenancy management. Full regulatory compliance plus deep integration of Maqāṣid. Evidence of benchmarking, continuous learning loops, and zero unjustified evictions. |
| 4 | 4/5 | Established: All requirements met. Policies (Allocations, Hardship, Complaints) are published and consistently applied. KPIs are tracked with targets. Eviction Review Panel is functional. |
| 3 | 3/5 | Defined: Core policies (Allocations, Rent, ASB) exist and are legally compliant. Tenancy agreements are clear. Complaints process follows the Ombudsman Code. |
| 2 | 2/5 | Developing: Basic tenancy agreements and rent collection processes exist. Allocations may lack transparency or COI controls. Complaints handling is ad-hoc. |
| 1 | 1/5 | Initial/Non-Compliant: Evidence of unfair, non-compliant, or discriminatory practices. No documented allocations policy. Evictions occur without due process. |
Related Criteria
Version
2.9.7
2025-11-05
Discussion (1)
Administrator
2026-03-07 11:08:06.489323
📋 **Version updated: 1.0.0 → 2.9.7** **Changes:** Updated islamic_references from mizan-297.json
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