Here you can download publications, policies, documents and newsletters produced by Hanover that may be of interest. If you would like a printed copy of any of these documents, contact our head office. You will need Adobe Reader to open and download these documents, and due to their file size some of the documents may take a while to download.


A guide to our services


This useful Guide to our Services provides details of everything we do.


 Download our Guide to our Services leaflet


Putting the customer first


We pride ourselves on providing the best possible customer service and we have a number of customer care promises.  Our 'Putting the customer first' leaflet explains this in more detail.


 Download our Putting the Customer First leaflet



For residents and service users



We produce handbooks for tenants and owners and all new residents receive a copy when moving in. They are designed to help residents get the most out of their new home and to make them aware of Hanover's responsibilities and residents' responsibilities as a tenant or owner.


Download the Tenants' Handbook        Download the Owners' Handbook


Residents' newsletters

We produce a quarterly newsletter for all residents called Hanover Today. We encourage residents to send in information that may be of interest to other readers.


Download the latest newsletter

We also keep a limited number of back issues of previous newsletters. Contact our head office if you would like copies. 



We try to get things right first time but sometimes there may be instances where you think we have not. In these cases we encourage you to make a complaint. Anyone can make a complaint about any aspect of our service.  Find out more here.



Tenant Participation

We actively encourage tenants to take part in the running of Hanover through Registered Tenant Organisations (RTOs), a Register of Interested Tenants and other methods. This information will will tell you more about how to go about setting an RTO up and the other methods you can get involved.


Download our "Getting involved - your options" leaflet      Download our TP Starter Pack

Download our Tenant Participation Strategy       Download our Tenant Participation Action Plan


Suggestion Scheme


We run a suggestion scheme called 'Bright Ideas'. This allows all of our service users to make a suggestion on how we can improve our service. Any suggestions


Annual Report and Financial Statements


Download the latest Annual Report       Download the latest Financial Statements




We have a number of policies that cover all manner of our activities and some of the key policies that may of interest to users of our services are below. If you would like to see any of our other policies not listed here then please contact us.

Download our Equal Opportunities Policy       Download our Rented Housing Allocations Policy

Download our Health & Safety Statement of Intent Policy        Download our Tenant Alterations and Improvements Policy



Other publications


Hanover Telecare publications


Our Keyholder Information Leaflet is a useful guide to your role as a keyholder for a resident on a Hanover development.


 Download the Keyholder Information Leaflet



Summary Business Plan


Download our Summary Business Plan 2012-15


Strategic Return on Investment Report

The Strategic Return on Investment (SROI) Reports are published jointly by Hanover, Bield and Trust Housing Associations.  The reports make a compelling case for adaptations, demonstrating the benefits of various models including very sheltered housing, and highlighting significant cost savings for the Scottish Government through these activities.


Download the SROI Very Sheltered Housing Report      Download the SROI Adaptations Report

Download the full SROI Report