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Customer Trans and Non-Binary Inclusion policy
| Who owns this policy? | Executive Director of Corporate Services |
| Who approved this policy? | Leadership Team |
| Issue date | May 2026 |
| Next review date | March 2029 |
1. Introduction
Our mission, which influences everything we do at B3Living, is to make a sustainable, positive change to housing provision for our customers and our communities.
We believe that Equity, Diversity and Inclusion is central to achieving this. We are committed to ensuring that our trans, transitioning, gender nonconforming or non-binary (hereafter referred to as trans) customers are treated with the same dignity and respect as any other customer.
We try to actively demonstrate this, for example, through our work towards achieving the LGBTQ+ Housing Pledge.
We want you to feel safe, valued and respected in your home/neighbourhood, when contacting us for support, or when we visit your home. This is underpinned by our strategy objectives of providing excellent customer experiences and fostering pride in safe homes and communities.
This policy sets out the ways in which we will support our trans customers and outlines what you can expect from us.
2. Scope
The purpose of this policy is to outline our commitment to trans inclusion and to outline the ways in which we can support you, so that you can feel safe in your home and comfortable to reach out to us when needed. It applies to all customers (including shared owners and leaseholders). The policy is intended to cover all parts of a customer’s journey, including:
► Website and written communications
► Contacting us by telephone or live chat
► Visiting our office or seeing us in our community hubs
► Documents and identity checking
► Information that you share with us about your identity and how you want us to refer to you
► Letting us know if you need adjustments
► Anti-social behaviour (ASB) and hate crime
► Repairs to your home
► Specialist housing schemes
► Policies, processes and service design
3. Aims and objectives
Our aim is to provide a supportive service for our trans customers, which is free from fear of prejudice, discrimination, or harassment. We understand that everyone’s interactions with B3Living will be different but have tried to cover all areas of a customer’s journey with us.
3.1 Legal framework
3.1.1 This policy demonstrates our understanding of our legal obligations and the ways in which we follow them. We want to go further to create a culture which celebrates and includes all gender identities. Our legal obligations include (and are outlined in greater detail in appendix 1):
► The Equality Act 2010
► The Gender Recognition Act 2004
► The Human Rights Act 1998
3.1.2 We recognise that legislation and statutory guidance may change. This policy will be updated to reflect any changes, with a detailed description of any changes made.
3.2 Website and written communications
3.2.1 We know that your first interaction with us may be through looking us up on our website, or through us writing to you.
3.2.2 We actively ensure that our website uses gender neutral language, so that all our customers feel seen and respected. We always try to use imagery that reflects the diversity of our community, for example, including imagery of colleagues who are wearing a rainbow lanyard. We publicise news and customer experiences which show our commitment to trans inclusion.
3.2.3 Likewise, our written communication, for example letters or our customer magazine follow the same principles as our website (gender neutral language and diverse imagery).
3.2.4 If you have any feedback for us, please email communications@b3living.org.uk
3.3 Contacting us by telephone or live chat
3.3.1 It may be more convenient for you to contact us by telephone or live chat. We know that this may cause some anxiety as our colleagues will only hear your name or tone of voice, which may not accurately reflect your gender. Rest assured, we aim to not make assumptions and refer to you by your name rather than a gender. If we make a mistake, please let us know so that we can put things right.
3.4 Visiting our office or seeing us in our community hubs
3.4.1 You may need to pop into our office or one of our community hubs to see us in person or to drop off or collect things like keys or documents.
3.4.2 Our frontline staff have received training on LGBTQ+ inclusion, which included ways to work with trans customers in a supportive way. They are committed to ensuring that all customers feel safe and respected.
3.4.3 We do share the building with other people. We expect you to have a positive experience and to be treated with respect and courtesy. Please do let us know if this is not the case.
3.4.4 Likewise, our community hubs are shared by other services, and we have less control over the facilities available. We expect you to have a positive experience and to be treated with respect and courtesy. Please do let us know if this is not the case.
3.5 Documents and identity checking
3.5.1 We understand that when providing documents for us to check your identity and immigration status, and documents for the affordability assessment, your documents may not accurately reflect your gender identity. We will handle this sensitively. Whilst we may need to understand why the documents do not match (so we are sure that we are dealing with the same person and minimise the risk of fraud), we will avoid asking you intrusive questions.
3.6 Information that you share with us about your identity and how you want us to refer to you
3.6.1 When you sign your tenancy agreement, you will be asked to fill out a ‘Getting to Know You’ form. This helps us to understand any support that you may need so that we can factor this in when we communicate with you. There is a space on the form for you to share your gender identity, pronouns and your preferred title.
3.6.2 We will periodically encourage you to update the information we hold about you, how you want to be known and any support which you need from us. This provides an opportunity for you to share any changes with us to ensure that we can provide any support you may need.
3.6.3 Outside of this, if the way you identify changes and you would like us to know, you can phone us or use our live chat. We will be happy to update your information.
3.6.4 If you need to change your name; we will do everything we can to help you with this. If you would like us to change the name that we use when contacting you (for example, on the phone or when completing a repair in your home), we are able to add the name to a section on our system called ‘known by’. However, this will not change your name officially (i.e. on your rent agreement). To officially change your name permanently on our records, we will need to see one of the following documents:
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Deed poll
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Passport
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Birth certificate
3.6.5 We understand that it can take time and money to get these documents. Whilst you are waiting for the documents, we will do everything we can to respect your new name, as much as possible.
3.6.6 We will take all necessary steps to ensure that your change of name and pronouns are respected. We understand that consistently addressing a trans customer by their previous name (known as "dead naming") or by the incorrect pronoun is distressing to the individual.
3.6.7 The ‘Getting to Know You’ form does ask you for your sex (as assigned at birth). However, you have the option not to answer this (prefer not to say). You are able to update the information you have shared with us at any point.
3.7 Letting us know if you need adjustments
3.7.1 We understand that not all customers have the same needs, and that you may need adjustments (long or short term) to feel safe in your home or to access our services.
3.7.2 We will, where appropriate, proactively discuss and ask whether you require any reasonable adjustments. We will treat all conversations with sensitivity, confidentiality and based on individual needs. We want you to also feel able to tell us if you feel there is anything we can do differently to support you.
3.7.3 If you are a new customer, you will have the opportunity at the affordability assessment and tenancy sign up to tell us about your needs. The Neighbourhood Advisor will also visit you approximately 6 weeks after you move in, providing a further opportunity to discuss your needs.
3.7.4 For existing customers, you can contact us by phone or live chat to discuss any potential adjustments that would support you.
3.7.5 We will listen to your needs and make every effort to meet requests for adjustments where it is reasonable to do so. If we are unable to meet a request, we will explain why and work together with you to find the most appropriate alternative solution.
3.8 Anti-social behaviour (ASB) and hate crime
3.8.1 Whilst we hope that you do not experience ASB or a hate crime, we understand that this can happen and have plans in place to support you if this happens to you.
3.8.2 Hate Crime - If you have been intimidated, harassed, victimised, or abused because of who you are or what you believe in, you could be a victim of a hate crime. You can now report it directly to us, as we are a 'Third-Party Hate Crime Reporting Centre'. You can contact us via the myB3Living app, live chat, social media, or phone (01992 453 700). We're available Monday to Friday, 9 am - 5 pm, excluding bank holidays. Any information you give us will be confidential. If you don't want to give your name you can also give anonymous reports. All hate crime reports go to the Local Police Constabulary and if you give us details then the Police can contact you. Reports can also be made directly to the Police.
3.8.3 ASB - Our approach to ASB will vary depending on the nature of the issue. We try to always take a victim centred approach but may need to ask questions to best understand the situation. These questions will be about the issues specifically, not about the details of your gender identity.
3.8.4 Issues with neighbours - Generally, in the case of disputes with neighbours, we suggest that customers try to amicably resolve disagreements and disputes by talking to each other and reach a solution based upon mutual understanding. Where it is not possible to come to a resolution, we could suggest mediation when we believe that it could assist in resolving the issue.
3.8.5 Working with other agencies - We also recognise that sometimes we are not the best people to investigate a report of ASB. Where it relates to a criminal matter, you will need to report it to the police. We are experienced in and committed to working with various agencies to ensure the best outcome for you.
3.8.6 Graffiti - We will remove offensive graffiti within 24 hours (weekdays) of receiving the report.
3.9 Repairs to your home
3.9.1 We understand that it can be anxiety provoking for our trans customers to let repairs operatives into their homes, and that research demonstrates that some customers feel that they need to hide any signs of their identity (censoring). We want you to feel safe and comfortable to allow repairs operatives into your home without the need to censor your identity.
3.9.2 All repairs’ operatives have attended training which looked at trans people’s experiences and best practice in working with trans customers.
3.9.3 Where you have shared any adjustments that you need from us, we will share this on our operative’s PDA’s (device which gives them information on the repairs). We are also able to share information about your preferred pronouns.
3.9.4 We expect our operatives to treat you with respect. Please let us know if this is not the case, so that we can put things right.
3.9.5 For certain repairs, we use contractors who are not directly employed by B3Living. You can rest assured that all our contractors are expected to treat customers with respect. We would still like to know if this is not the case, so that we can pass this on to the company.
3.10 Specialist housing schemes
3.10.1 We have taken on the day-to-day management of a number of supported living homes which are owned by Hertfordshire County Council. They are responsible for nominating eligible customers (typically with learning disabilities and/or Autism) and provide live in staff to support the customers to maintain their independence and tenancy. As these homes are communal living (each customer has their own room, but communal facilities are shared), each home is single sex. We do not have the ability to influence this decision as our role is to provide management of the homes (for example, repairs or tenancy support). Whilst we maintain the homes, any issues about the allocation of the homes sits within the remit of Hertfordshire County Council.
3.11 Policies, processes and service design
3.11.1 Our policies are designed with inclusion in mind. We want your needs to be considered and for you to be able to clearly see how policies relate to you. We aim to design policies using gender neutral language, only using gendered language when it is necessary (i.e. when relating to legal protections).
3.11.2 Whenever a policy is changed (every three years), when a new service or process is designed or an existing one is substantively reviewed, we always complete an Equity Impact Assessment (EIA). This is like a risk assessment, which requires us to look at the impacts and experiences on different customer groups. We are then able to make adjustments if any issues are identified. It is our way of making sure that everyone’s needs have been considered, and that none of our customers will be disadvantaged by the policy, process or service.
4. Equity, diversity and inclusion
We’re committed to creating an organisation where everyone feels respected, supported and included—whatever their background, identity or personal experience. A person’s transition can vary significantly and affects people in different ways, and we recognise that experiences can vary across cultures, relationships, and individual circumstances. We aim to treat all customers with empathy and fairness, and we encourage open conversations so that we can deliver a personalised and inclusive service.
A stage 1 equity impact assessment has been carried out on this policy which found no adverse impacts on any protected characteristics, gender identity, or socioeconomic status. The policy is designed to be fair and supportive for everyone. Recognising the complexity of this area and the range of perspectives involved, we are making the Equity Impact Assessment (Appendix 2) publicly available to support openness and transparency.
5. Data protection and information security
Information relating to your transition or gender affirming treatment is highly sensitive and will always be handled with the highest level of confidentiality. Some of this information may be treated as ‘special category’ personal data under the UK GDPR, particularly where it relates to your health or medical treatment.
If you hold a GRC, certain information about your gender history is also protected under the Gender Recognition Act 2004. It is a criminal offence for us to disclose this protected information without your consent or for a lawful reason.
Regardless of whether the Gender Recognition Act applies, we treat all personal data with strict confidentiality and in line with our data protection policy and privacy notice. Any data collected under this policy is stored securely and only accessed or shared when needed to manage your tenancy or meet legal requirements. You can find out more about how we use your personal data on our website, using the following link: Privacy and cookies.
If you ever suspect that personal data has been accessed or shared inappropriately, please report it to us. You can do this by contacting us:
► Writing to us: B3Living, Part First Floor, Building A, Turnford Place, Great Cambridge Road, Turnford, BROXBOURNE, Herts, EN10 6NH
► Calling: 01992 453 700
► Emailing: enquiries@b3living.org.uk
6. Customer voice
We have not consulted customers on the policy at this time as we have historically had little engagement on this topic and we would like to fully embed it before seeking further insights on how effective it has been.
7. Compliance
► Equality Act 2010
► Gender Recognition Act 2004
► Human Rights Act 1998
► Data Protection Act 2018 and the General Data Protection Regulation (GDPR) 2018
8. Health and safety considerations
Health and safety incidents are monitored by our Board and our internal Health and Safety Committee. There are no specific health and safety considerations applicable to this policy.
9. Linked policies, procedures and guidance
► Affordability process
► Data Protection Policy
► Equity, Diversity and Inclusion Policy
► Personalised & Inclusive Services Policy
10. Responsibilities
► Customer Support Team, Rents Team and Neighbourhood/ASB team to respond to information shared sensitively, record it on our systems (with customer consent) and consider it when delivering services (making adjustments as needed).
► Repairs Operations Team to check PDA’s for any information shared prior to attending a customer’s home, to use any ‘known by’ names and/or pronouns if these have been shared (or use a customer’s name only if unsure) and to be sensitive should a customer’s gender presentation differ to the name on a person’s account.
► Housing and Repairs Managers to ensure compliance with this policy and escalate any concerns if needed.
► Complaints Team to share any complaints which relate to this policy with the EDI Manager and relevant Heads of Service.
► Executive Director of Corporate Services and EDI Manager to monitor this policy and ensure it is updated as required.
► All colleagues to act in accordance with our values and role model inclusive practices to ensure customers feel safe, respected and have their dignity preserved.
11. Performance monitoring
This policy links to performance monitoring of ‘excellent customer experiences’ and ‘pride in safe homes and communities’.