Staff code of conduct
What to expect from our housing staff
Everyone has the right to receive a professional, respectful and caring service from our housing staff. Our new Competence and Conduct Policy and Housing Services Code of Conduct explain what you should expect from our staff and anyone working on our behalf.
- The Competence and Conduct Policy sets out how we will make sure housing staff maintain and continue to develop the skills, knowledge, experience and behaviours needed to deliver safe, effective and respectful services for residents.
- The accompanying Housing Services Code of Conduct sets out the standards of behaviour expected of everyone delivering council housing services, including permanent staff, agency workers, interim staff and contractors. It focuses on respectful communication, accountability, integrity, resident care and support, and treating residents with empathy and compassion.
Both documents have been shaped through engagement with residents and staff. Residents helped inform the Code of Conduct from the outset, sharing their experiences of housing services and what good conduct looks like from their perspective. Their feedback has helped make the documents clearer, more accessible and more focused on the behaviours residents expect when they contact us.
The policy is available for residents to view and refer to in their interactions with our services. The Code of Conduct will be embedded through induction, training and performance management processes so that expectations are understood and applied consistently across housing services.
They build on the Council’s existing Employee Code of Conduct and our values of being ambitious, inclusive, collaborative, accountable and trustworthy. They also reflect the requirements of the Regulator of Social Housing's new Competence and Conduct Standard for social housing providers.
The new policy and code are an important part of strengthening professionalism, accountability and resident focus across housing services. By setting clear standards and supporting staff development, they will help us deliver services residents can trust and rely on